GM interactions w CUSTOMERS- HORRIBLE COMMUNICATION SKILLS
Complaint
Joel Speckman
Country: United States
4-22-2021
To Whom It May Concern:
I would like to begin this correspondence stating that my family I have been loyal members of Lifetime Fitness since your beginnings in Parker, Colorado. We have truly enjoyed our time there as our family has grown with your family. Everything from playing basketball as a family to participating in swim team programs have created lifelong memories for us. Thank you!
I would also like to state that I know it has been difficult for not only your staff, but also your members to navigate these trying pandemic times. That being said, I need to bring to light an event that occurred yesterday (4-21-2021) at the Parker facility involving Jeff May, the General Manager.
To my knowledge, the basketball courts were opened for use approximately one month ago, to my families excitement. We play as a family every Monday, Wednesday and sometimes Saturday mornings. We couldn’t wait to be back in the gym together. On our first visit (4-6-2021) I inquired what the mask requirements would be and was told that as long as we had a mask on our face as low as our chin that there wouldn’t be much push back. We played that day without incident and couldn’t wait to come back. On our next visit, several of us had our masks around our chins and an employee approached and asked that we please pull our masks over our nose and mouth. I explained what I had been told previously and she stated that was incorrect. I told her that we would do our best keeping them up and we went our separate ways thanking each other for the conversation. Approximately twenty minutes later Mr. May entered the gym, stopped the action and reprimanded everyone for not wearing their masks properly. During his explanation he stated that he wasn’t going to demand that we wear our masks over our nose and mouth, but that it needed to be at least over our mouths. I hope you can see the confusion that is being conveyed.
Since that time, we have played approximately 2-3 more times. Each time, Mr. May usually enters the gym, walks directly on the court in the middle of play without announcing himself (which is very dangerous not only for himself, but also the other members on the court) and waits for us to notice that he is waiting for us to stop play. Once play has stopped he berates the members and treats them like they are adolescents. People have tired of this, I have had several conversations with other members ensuring them that he is just doing his job. They understand this, but would prefer to be treated like an adult. Several have stated that they believe that he has a new found power over the members that he relishes. There is no way of knowing this, but by his actions and the way the situation is handled, that is very apparent.
Now to address the event that occurred yesterday. We began to play and like every other day Jeff made his appearance, made his statements and left. I believe that everyone has done their best to keep their masks up and to my knowledge no complaints have been made from anyone not only playing basketball, but otherwise.
I must explain that I am a 50 year old, probably a little out of shape, father of three. I do need to pull my mask away from my face to catch my breath as I try to keep up with teenagers and former professional atheletes that are on the court.
On this particular day, Jeff made a second appearance and was much more animated. He came in ranting and raving and specifically pointing at members and stating that he needed to speak with not only the group, but those individuals specifically. I know I am old school, but when you start pointing at people and demanding, its not only confrontational but is also disrespectful. Additionally, I am not sure how much conversation there needs to be to ask that masks be worn. If this is such a point of contention, why was the gym opened to begin with?
At this point I walked away form the gathering to distance myself from where the conversation was going. I figured that he would once again make his powerful statement, retreat to his office and we would resume play. This time however, after speaking with the group, he headed my way near the climbing wall, and re-engaged. He once again pointed at me and demanded that I follow him to his office for further conversation. I expressed that I understood he wanted mask worn properly or improperly depending on who you talk to and that a conversation in his office was unnecessary. What could possibly be accomplished by once again treating an adult like a child and taking him to his office?
At this point I decided that I was just going to remove myself from the situation, but he just kept demanding that I go to his office. I really started to get upset with being singled out and the fact that he was escalating the situation instead of deflating it. He stated that he was going to call the cops if I did not leave immediately, as I was already putting on my shoes and sweatshirt. On my way out the group applauded the way I expressed my feelings to Mr. May and I received several text and phone calls expressing gratitude for representing the emotions of the group.
I am not sure when it became alright for the corporation to treat the customer with such disrespect and there are 30 other Lifetime members that witnessed the event and are wondering the same thing. Also, along those lines, if he is willing to treat members this way, I can only imagine what the temperature of the work environment must be.
Mr. May unnecessarily escorted me to the door, once again wanting to engage in more inflammatory conversation. As I exited the facility, he stated that my membership was revoked. I do not understand a revoked membership based on not wearing a mask while playing basketball, appropriately or inappropriately depending on which employee you speak to, including Jeff!
I look forward to a response and a resolution.
Sincerely,
Joel Speckman
Loyal Lifetime Member
To Whom It May Concern:
I would like to begin this correspondence stating that my family I have been loyal members of Lifetime Fitness since your beginnings in Parker, Colorado. We have truly enjoyed our time there as our family has grown with your family. Everything from playing basketball as a family to participating in swim team programs have created lifelong memories for us. Thank you!
I would also like to state that I know it has been difficult for not only your staff, but also your members to navigate these trying pandemic times. That being said, I need to bring to light an event that occurred yesterday (4-21-2021) at the Parker facility involving Jeff May, the General Manager.
To my knowledge, the basketball courts were opened for use approximately one month ago, to my families excitement. We play as a family every Monday, Wednesday and sometimes Saturday mornings. We couldn’t wait to be back in the gym together. On our first visit (4-6-2021) I inquired what the mask requirements would be and was told that as long as we had a mask on our face as low as our chin that there wouldn’t be much push back. We played that day without incident and couldn’t wait to come back. On our next visit, several of us had our masks around our chins and an employee approached and asked that we please pull our masks over our nose and mouth. I explained what I had been told previously and she stated that was incorrect. I told her that we would do our best keeping them up and we went our separate ways thanking each other for the conversation. Approximately twenty minutes later Mr. May entered the gym, stopped the action and reprimanded everyone for not wearing their masks properly. During his explanation he stated that he wasn’t going to demand that we wear our masks over our nose and mouth, but that it needed to be at least over our mouths. I hope you can see the confusion that is being conveyed.
Since that time, we have played approximately 2-3 more times. Each time, Mr. May usually enters the gym, walks directly on the court in the middle of play without announcing himself (which is very dangerous not only for himself, but also the other members on the court) and waits for us to notice that he is waiting for us to stop play. Once play has stopped he berates the members and treats them like they are adolescents. People have tired of this, I have had several conversations with other members ensuring them that he is just doing his job. They understand this, but would prefer to be treated like an adult. Several have stated that they believe that he has a new found power over the members that he relishes. There is no way of knowing this, but by his actions and the way the situation is handled, that is very apparent.
Now to address the event that occurred yesterday. We began to play and like every other day Jeff made his appearance, made his statements and left. I believe that everyone has done their best to keep their masks up and to my knowledge no complaints have been made from anyone not only playing basketball, but otherwise.
I must explain that I am a 50 year old, probably a little out of shape, father of three. I do need to pull my mask away from my face to catch my breath as I try to keep up with teenagers and former professional atheletes that are on the court.
On this particular day, Jeff made a second appearance and was much more animated. He came in ranting and raving and specifically pointing at members and stating that he needed to speak with not only the group, but those individuals specifically. I know I am old school, but when you start pointing at people and demanding, its not only confrontational but is also disrespectful. Additionally, I am not sure how much conversation there needs to be to ask that masks be worn. If this is such a point of contention, why was the gym opened to begin with?
At this point I walked away form the gathering to distance myself from where the conversation was going. I figured that he would once again make his powerful statement, retreat to his office and we would resume play. This time however, after speaking with the group, he headed my way near the climbing wall, and re-engaged. He once again pointed at me and demanded that I follow him to his office for further conversation. I expressed that I understood he wanted mask worn properly or improperly depending on who you talk to and that a conversation in his office was unnecessary. What could possibly be accomplished by once again treating an adult like a child and taking him to his office?
At this point I decided that I was just going to remove myself from the situation, but he just kept demanding that I go to his office. I really started to get upset with being singled out and the fact that he was escalating the situation instead of deflating it. He stated that he was going to call the cops if I did not leave immediately, as I was already putting on my shoes and sweatshirt. On my way out the group applauded the way I expressed my feelings to Mr. May and I received several text and phone calls expressing gratitude for representing the emotions of the group.
I am not sure when it became alright for the corporation to treat the customer with such disrespect and there are 30 other Lifetime members that witnessed the event and are wondering the same thing. Also, along those lines, if he is willing to treat members this way, I can only imagine what the temperature of the work environment must be.
Mr. May unnecessarily escorted me to the door, once again wanting to engage in more inflammatory conversation. As I exited the facility, he stated that my membership was revoked. I do not understand a revoked membership based on not wearing a mask while playing basketball, appropriately or inappropriately depending on which employee you speak to, including Jeff!
I look forward to a response and a resolution.
Sincerely,
Joel Speckman
Loyal Lifetime Member
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