Case Study: Club Fit boosts customer service scores and manager effectiveness with BizLibrary

Club Fit - Customer Case Study

Club Fit is a family-focused health and wellness club with more than 30 years of service, two New York locations and over 10,000 members. Facing new competition and a multi-generational, mostly part-time workforce, the organization struggled to deliver consistent customer service, combat high turnover, and prepare newly promoted managers who lacked training in hiring, retention and discipline.

Club Fit partnered with BizLibrary to give managers full access to a centralized learning platform, convert internal trainings for on-demand use, add customer service modules to onboarding, and create a manager training calendar focused on retention, hiring and discipline. Within the first year managers set individual goals and rolled out team learning plans; online reviews climbed to 9.0/10 and scores remained higher than before, and individual outcomes—such as a membership rep tripling weekly sales after coaching and assigned training—demonstrated measurable impact.

Club Fit