• Read the scenario below and discuss how you can rectify this situation. (Approx. 50-100 words)

Scenario

One of your KPI’s in your operational plan was to increase the number of over 50s joining the club in the first month.   You have noticed during your monitoring and review process that one you are not meeting this major KPI’. Another KPI was customer satisfaction and you have received some negative feedback from your Head Office from Cairns who have advised you that some of the clients are not happy that the centre is not opening on time. (Refer to customer feedback under Performance tab and click on Head Office Cairns and review customer complaints). Even though your clientele is mature aged, some of these clients prefer to attend the centre early in the morning when they feel the most energetic.  You have decided to hold a meeting with all stakeholders to investigate this under performance and recommend solutions to rectify this situation so that you can meet the required business objective.    

The first recommendation to rectify and attract more clients to join the clubs to join the club is to implement promotional offers, specifically for over 50s. Promotional offers will include the growth of the target clientele, and the organisation will accomplish the KPI. Secondly, the centre should open on time, whereas the organisation should provide sufficient training on customer handling and plan effective means to address customer complaints swiftly. First or quick response time will help build a positive rapport with customers at the centre.