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 2, McHaney takes you beyond simple hospitality habits into the mechanics of designing, scaling and sustaining truly memorable interactions. You’ll learn how to categorize and operationalize moments at three distinct levels — Everyday, Special and Over-the-Top — and then use the Gemba Walk process to systematically uncover and remedy hidden experience breakdowns. This session gives you a repeatable playbook for spotting “bugs, breaks and brand-standard” gaps, resolving bottlenecks, realigning processes and turning every inspection into prioritized action.
What You’ll Learn:
✔️ Bottlenecks, Struggles & Workarounds — identify pinch points and hidden workarounds that frustrate members, and apply creative solutions to streamline their journey
✔️ Process Erosion, Deficiency & Misalignment — diagnose where your workflows have degraded, aren’t robust enough or clash with your brand promise — and architect precise improvements
✔️ The Gemba Walk Methodology — run bi-weekly “go see” inspections with cross-functional teams, score each area objectively and capture insights on clipboards (not behind screens)
✔️ Action-Planning with a Tiered Roadmap — turn every Gemba Walk observation into a categorized task — Easy Fix, Small Project, Medium/Large Project, CapEx or Member Experience Initiative — complete with SLAs and owner assignment
By the end of Part 2, you’ll have a concrete system for engineering continuous improvement — so your club not only surprises and delights today’s members but evolves proactively to exceed tomorrow’s expectations.
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.
