THE THIRD SPACE CASE STUDY
THE THIRD SPACE IS CONSIDERED TO BE LONDON PREMIER HEALTH CLUB. BASED IN LONDON WEST END, THE THIRD SPACE CATERS FOR HIGH END FITNESS ENTHUSIASTS, ACTS, SINGERS, TV PRESENTERS AND THOSE WELATHY ENOUGH TO AFFORD ITS YEARLY FEE ...
Eric Dunmore the CEO of third Space contacted Dr Paul Bedford after seeing him present at a national conference. Eric identified to Paul the philosophy of the club and its aim to provide high quality and unique customer experiences to each and every member. The club operated predominantly using Personal Trainers and studio instructors for classes. It had no employed fitness staff.
Whilst the club had the reputation of being the club to be compared with, Eric and his management team were keen to further distance themselves via the service standards provided by the staff. A training programme was developed for every department and delivered on site over a two week period. The aim of the training was to increase interdepartmental cooperation and deliver a customer experience not available in other facilities.
Training specifically developed for the sales staff using behavioural change techniques resulted in sales targets being exceeded dramatically during the traditionally quite summer months.
"PAUL IS THE ONLY CONSULTANT WE HAVE WORKED WITH WHO HAS INSPIRED AND UNITED ALL MY EMPLOYEES, ACRSS ALL DEPARTMENTS. HE ALSO LISTENS AND TAILORS HIS PROGRAMS TO THE INDIVIDUAL WHIC IS A RARE AND VALUABLE ATTRIBUTE IN A CONSULTANT!
HIS KNOWLEDGE AND UNDERSTANDING OF THIS INDUSTRY IS INVALUABLE TO US. WE LOOK FORWARD TO WORKING TO WORKING WITH HIM AGAIN AND AGAIN ..."
[Eric Dunmore - CEO, The Third Space]
- Bespoke company culture and service training for all departments
- Ongoing customer service training all departments
- Behaviour change techniques taught to assist personal trainers deliver more effective sessions
- Individual coaching of management team
- Pre opening training for all staff on second site on Third Space Culture and service expectations