customers service at holmes place plc

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Customers Service at Holmes Place plc


Report to: Mr Perridge

From: Debbie Awofisayo

Date: 08th May 2007

Subject: Improving Customers Service in Holmes Place Plc


Laurence Alkin and Allan Fisher founded Holmes Place Plc in 1980 when they opened their first health club in an old plumber’s merchant off the Fulham road in Chelsea, London. They acquired Barbican Health and Fitness from the Bialy Health and Tennis Corporation marking the company’s desire to expand. By July 1992 they had a total of 8,000 members. In June 1994 Barbican Health and Fitness was renamed Holmes Place Plc. In 1993-1996 clubs were opened in Kingston, Ealing and Putney. In 1995 they were also awarded their first leisure contract from a council marking their first step into leisure and facilities management. They are also the first company to have a council leisure contract renewed. The company floated on the Stock Exchange in November 1997. Also in 1998 they opened clubs in Chelsea, Barbican, Ealing, Kingston, Oxford Street, Hammersmith, Putney, and Brook green, Wood Green, Crouch End, Uxbridge, and Portugal. Also that year they won their first hotel contract in June 2000 Laurence Alkin, the founder stepped down as joint CEO leaving Allan Fisher as sole CEO. By 2001 they already had more than 230,000 members and over 60 private health clubs across the UK and overseas with 15 clubs across the Europe. By 2002 they were operating from 68 clubs in the United Kingdom and 18 in continental Europe. In February 2003 Holmes Place plc launched a new fully interactive website. By the end of 2003 Holmes place plc were operating from or managing 76 clubs, 50 in the United Kingdom 25 in continental Europe and joint venture club Chicago, USA. This year Holmes Place was taken over by Virgin.        

Holmes Place plc’s aim is to be able to set a standard against which all other health club operators are measured and their goals are to be the best in business. This is their way of delivering award winning customer service. It is about an attitude of mind; professional standards and making our members feel great about themselves through exercise. Holmes Place -prides itself on the delivery of award winning customer service and expects all team mates to demonstrate these values. This is how it advertises its services to the public.

    The centre in Croydon is an excellent example of all that Holmes Place can offer. It is conveniently located on Surrey Street in the basement of the Grants Entertainment Centre, which is just a few minutes walk from both East and West Croydon train stations and tram links. Members can access the club from inside the Grants Centre and from Surrey Street, and all members receive fantastic discounts at Surrey Street Car Park which is immediately opposite the club. Their club facilities include 9,000 sq ft of mixed and female only gymnasia, a luxury 20m stainless steel ozone swimming pool, large mixed sauna and hydrotherapy spa, male and female only steam rooms, luxury changing facilities, 2 large Aerobic studios with over 70 free classes every week, RPM cycle studio with 30 bikes, Pilates studio, members. Holmes Place offers an invigorating range of services and facilities, designed to keep people busy whatever their fitness level. This includes Aerobics, Beauty Clinic, Club Room, Ladies' Gym, Pilates, Pool, Sauna, Solarium, Spa, Spinning/Studio Cycling, Steam, Step Aerobic, Yoga, Junior Members, Crèche/Supervised Childcare, and Hair Salon. Spinning/Studio Cycling.

Holmes Place Health Clubs are at the leading edge of the health and fitness market, promoting well-being as a way of life. They claim to remove the mental barriers to working-out and provide members with the latest in exciting and invigorating workshops. All of their facilities are designed to encourage members to pursue a healthier lifestyle in a challenging yet non-intimidating environment.

 P1- different types of customers

Holmes Place has many ways of getting new customers through advertising and publicity. They have adverts and posters and also television and adverts on the radio, but the fastest and the cheapest and the most effective way is word of mouth. Holmes Places success based on their customer care policy. Customer care is very important. If the customer is very happy they will continue to come back to Holmes Place plc. They will also spread the word bringing more customers so generating repeat business. When it comes to providing information and services for different cultures within the London Borough of Camden Holmes Place Leisure Management work with Camden council who provide them with all the things they need things like translation services in the leisure centre there is wheelchair access also with a mobile pool hoist for the use by disabled customers. Holmes Place considers a variety of needs such as people of different ages, people of different cultures, non English speakers. The centre deals with all of these both internal and external customers are stakeholders and they are all perceived as potential customers who together keep Holmes place in business. The staffs have to do everything possible to keep external customers happy as the success of the business relies on customers coming back to Holmes Place. At Holmes place internal customers are treated exactly the same as external customers. “Financially it is a lot cheaper to keep internal customers than it is to find new customers to recruit and train new staff because you would have to put signs up or an advert in the newspaper. The same applies to external customers. “This is a quote from the divisional Marketing Manager of Holmes Place, Sean Healy:- “What you do is better than what you  say” this means that if you say you are going to do something then do it, makes the leisure centre look more efficient Holmes Place plc deals with variety types of customers which are:

Join now!

Individuals- as long as you can afford the fees you can become a member of Holmes Place plc in effect membership is opened to anybody.

Groups- examples are members of different clubs like football, tennis, basketball they get discounts.

People of different ages- this means that any one over the age of 18 could sign in.

People from different cultures- everybody from different cultures are invited as well.

Non English speakers- these people must be given all signs instructions so they can use the machines safely.

People with specific needs- this includes people with wheelchairs, special ramps etc.

Business men ...

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