ACN10 - Addressing Client Needs at Feel GR8 Health and Fitness

This case study analyzes the policies, procedures, and legislation relevant to addressing client needs within the Feel GR8 Health and Fitness center. The assignment explores essential aspects such as access to the fitness center, attire, food and beverages, fire alarms, and health and safety protocols. It emphasizes the importance of listening to clients, identifying their needs through effective questioning, and providing appropriate services like free weights, machines, personal training, and nutritional counseling. The case study further highlights the importance of maintaining updated client records, handling complaints, and building strong communication and rapport. It also discusses competitor analysis, negotiation strategies, and promotional techniques to ensure customer satisfaction and retention. The provided solution demonstrates how to meet client expectations and build positive customer relations in a health and fitness environment.

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Addressing Client Needs
Student’s Name
Institution Affiliate
Date

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Case Study: Address Clients Needs
To address the needs of the two customers at the health and fitness centre, there are a
number of relevant policies and procedures that should be adhered to and they include, access to
a fitness centre, the fitness centre attire, food and beverages, fire alarms, health and safety and
injuries among others. The above mentioned policies and procedures are important because they
act as guidance to the individuals who would come to the health and fitness centre.
Consequently, the relevant legislation to the health and fitness centre include health and safety
and this is relevant to working in a fitness environment (Griffin, 2015). The major health and
safety documents include accident report forms and first aid book. The identification of the needs
and expectations of the clients will be identified through a number of procedures such as
listening and asking the right questions. After the identification of the needs of the clients, it will
be important to look for more related needs.
The knowledge and experience should be used in the identification and presentation of
the right services as well as solutions that meet the needs and expectations of the clients. In
addition, the major services offered in the health and fitness centre include, the use of free
weights such as dumbbells, use of rowing machines, cycling stations as well as treadmills. Other
services include personal training, group exercises, childcare, logo shop, community partners
discounts, nutritional counselling and medical fitness programs (Griffin, 2015). After gathering
information from the clients, to keep update with the knowledge of the services offered to the
client, the following will be done. One will be to keep a record of all the information
electronically with the intention to store record and easily retrieve their record.
The other way is through proper engagement with the particular clients on issues relating
to the services offered in the health and fitness centre. Besides, keeping up to date with the

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knowledge of the clients, there are also major procedures for complaints and feedback of the
customer. Such procedures would be fulfilling the promises made to the customers, recording
details of the complaint. Discussing various options for fixing the issue, doing a follow up of the
issue and listening properly to the complaint (Griffin, 2015). The key tips towards building good
communication and rapport include listening to the clients, fulfilling the needs and expectations
of the clients, being empathetic, creating shared experiences as well as remembering the major
basics of good communication.
Meeting the needs and expectations of the clients is important because it helps in building
a good rapport as well as good customer relations. Additionally, it is also important to keep up to
date with the work of the competitors to help in understanding their operations to offer high-
quality products and services. In the event that an alternative service has not been met, there will
be a discount given to the customers. A key example of how to negotiate with a customer to
reach an agreement include, asking questions, making smart concessions, keeping negotiations
going as long as possible and being transparent about the dual needs(Griffin, 2015). The major
promotions offered include premiums, contests, displays and coupons.

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References
Griffin, J. C. (2015). Client-centered exercise prescription. Human Kinetics.