What should a Sales Associate do if a member expresses dissatisfaction?

When a member expresses dissatisfaction, the most appropriate approach is to listen actively, empathize with their feelings, and offer solutions or escalate the issue as needed. This method ensures that the member feels heard and valued, which is crucial for maintaining a positive relationship with them. By actively listening, the Sales Associate can understand the specifics of the member's concerns and address them more effectively. Empathy is key in showing that the associate cares about the member's experience.

Providing solutions demonstrates a commitment to resolving the issue, and if necessary, escalating the concern to a manager or appropriate staff member ensures that the member's issue is handled with the level of attention it requires. This approach fosters trust and loyalty from the member, which is vital for the overall success of the fitness center.

The other options fail to engage with the member's concerns adequately or risk leaving the issue unresolved, which could further frustrate the member and damage the relationship. Ignoring concerns or passing them off to another associate can lead to dissatisfaction lingering and may cause the member to disengage completely. Offering discounts can be a temporary fix, but it doesn’t address the root of the problem and may undermine the value of the service being provided.