Friendliness
Employees must make the connection as they usher customers in, meet them in the hallway, provide the service needed, and tell them to have a great day as they leave. A friendly corporate culture makes customers want your business over the others.
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Distinctiveness
What sets you apart from the rest of health clubs? It is that quality that gives you competitive advantage – you have it, others don’t. Make sure that customers experience that feature of your club 100% of the time.