5 Things to Expect from a Life Fitness Field Service Visit
With reopening in full swing, it’s a good idea to ensure that your equipment is running perfectly. A visit by a Life Fitness service professional can provide added peace of mind that your fitness facility will run smoothly long after the doors are open again.
At Life Fitness there are two concepts that we think about every day—standard and differentiator. In a world where both purchasing options and competition are plentiful, we realize that we need to set our brand apart. When equipment requires professional attention, either for routine maintenance or repair, Life Fitness provides the highest level of industry-leading expertise. Here are five deliverables you can expect during a field service visit.
Life Fitness certified technicians are a diverse group of men and women with industry-specific knowledge that puts them in a special class. A typical field service visit starts with a set appointment, an approximate time window, greeting or acknowledgment of arrival and carefully monitored personal space while working on site. They have been coached on how to explain product terminology in easily understandable terms. And, they look to identify and resolve issues the first time to ensure a positive customer experience.
Regardless of the issue, our primary goal is to fully communicate with our customers. Our technicians are trained to discuss repair situations, contract options and parts recommendations in a clear and customer-specific manner. The Life Fitness Contact Center provides email correspondence to indicate receipt and creation of service requests. And, technical advisors are on hand to assist with any field repairs that require product-specific expertise. If further information is needed, field leadership teams in every market are available for additional questions or concerns.
The service visit starts with the Life Fitness Contact Center agent. These technically-trained professionals make every attempt to diagnose and remote repair an issue during the first interaction with a known problem. If it is then determined that field support is required, a certified technician is dispatched to perform the field fix. Training for both teams is an ongoing quarterly process that involves distance learning, e-learning, hands-on instruction and testing provided by the Life Fitness ATD Master Certified Field Technical Training Specialist (FTTS) team. The only team of its kind in the fitness industry.
We take our repair metrics very seriously. Customer Resolution Time is a measurement that calculates the number of days from when service is requested to when our technician completes the repair. We additionally calculate how often this resolution happens on the first attempt by our team. We are proud to report that the 12-month running resolution times for Life Fitness technicians is less than 3.2 days and the first time fix rate is greater than 93%. The most important aspect of resolving an issue is customer satisfaction. We make every effort to guarantee that an issue is resolved timely, accurately, professionally and with the least amount of business disruptions.
The service visit journey is an end-to-end process. We analyze each serial number, suggest maintenance plans, connect your cardio and monitor your account. Our technicians develop relationships in the field and continually check in with their customers to verify that their Life Fitness equipment is not only working properly but creating a value-add for the member. We also provide a number of online resources—manuals, the parts website and Knowledge Base articles to allow for a robust equipment experience.