3d Leisure has launched a buddy system to improve customer service and increase retention levels at its health and fitness clubs.

As part of the system, each instructor takes responsibility for a group of members and takes them on their ‘journey’ in the club.

This journey involves an induction, setting a programme, a wellness assessment and continued re-programming. The Buddy System also includes a selection of 30-minute workouts..

As well as this instructors will telephone non-attendees. The system has been well received by both members and staff says regional manager Matt Stray. “The staff feel more focused with a greater structure to their work and so feel more motivated too.”