This two-part course gives you the blueprint to transform everyday interactions into unforgettable experiences. Led by Blair McHaney, a renowned expert in customer service strategy, this series helps you operationalize hospitality in a way that boosts retention, builds community and strengthens your brand identity.
In Part 1, you’ll learn how to lay the groundwork for truly exceptional hospitality. McHaney guides you through the core mindsets and simple, repeatable practices that turn routine check-ins into “wow” moments — and occasional mishaps into newfound loyalty.
What You’ll Learn:
✔️ The Six Levels of Service — understand where your current service lives and how to climb toward “unbelievable.”
✔️ Gracious Greetings & Fond Farewells — master warm, genuine welcomes and send-offs that make every member feel valued.
✔️ Personalization Techniques — remember names, notice member nuances and deliver compliments that deepen emotional connections.
✔️ Proactive Service Recovery — apply an eight-step framework to own mistakes, restore trust and turn issues into powerful loyalty drivers.
By the end of Part 1, your team will be equipped with the essential tools and confidence to create consistent, heartfelt interactions that keep members coming back — and talking about you — in all the right ways.
About the instructor
Blair McHaney is a seasoned entrepreneur and fitness industry leader with over 40 years of experience in operational customer experience management and health club operations. As President and CEO of MXMetrics, he drives innovative data-driven solutions to enhance member experiences in the fitness industry. He is the former Vice President at Medallia and President of the Gold’s Gym Franchise Association, with a proven track record in strategic initiatives and industry advocacy. Blair is a passionate educator and practitioner dedicated to improving business outcomes through technology and member feedback.
About the instructor
Ralph Rajs is a passionate fitness industry leader known for driving growth, optimizing operations, and building high-performing teams. He plays a key role in mentoring future professionals through the Club Solutions Institute, launching in May 2025. With a sharp eye for trends and a strategic mindset, Ralph excels at turning insights into results across fitness, esports, and consumer engagement. He’s also an accomplished endurance athlete, having completed five Ironman races and 12 marathons — including major events in New York, Chicago, and Washington, D.C.
