Gym Insight employee Alison Lynch’s anniversary with our gym management software firm has nearly arrived and we are so thrilled to have her on board. When we asked Alison to join our customer service team last May, we were excited by her career experience, which included nearly 25 years of customer service and benefits administration with her family-owned insurance company.
We know the best customer service representatives are a hardy bunch and Alison has not disappointed. She comes equipped with nerves of steel, a sense of humor, and the intuitiveness to handle diverse personalities – all by telephone and usually under pressure.
As a result of having worked in a family-run business, Alison shares a deep understanding of what our customers face: She’s been the frustrated tech customer on a long hold as well as the nervous owner, trying to figure out what went wrong with her software.
Alison explains, “What’s familiar for me is how everything is incredible to them. Everything is almost ‘the sky is falling,’ when (often) it’s a few clicks away from nothing at all. My job is damage control. I get them calmed down.” Then, usually, the problem is a quick fix as she has open access to Gym Insights’ internal development teams — affording speedy answers to even the most complicated problems.
Customer service is definitely a winning niche for Gym Insight, she muses, “Here, we answer calls right away and then hold their hand throughout.”
“The best words I hear on a daily basis are ‘Oh my gosh, that was not so hard at all.’’”
Alison Lynch
“That’s it?” “Yep, all fixed.” On to nap time for customer service mascot Kiwi.
What are your primary responsibilities at Gym Insight?
Answering phones, researching and fixing issues, training gym staff and owners on the software.
What makes you successful as a customer service representative?
The level of empathy I feel for people who are frustrated with something they don’t understand. Because I know their concerns, I make sure to get back to customers within an hour or so even if I don’t have a definitive answer. Sometimes, unfortunately, I must tell them the development team needs to review it. But we always keep them up-to-date.
Thanksgiving with dad, brother and three-year-old nephew.
Which product or feature do customers call in about the most?
Scanners and door controllers. Installing, uninstalling software and forgotten passwords, that type of things. Unfortunately, sometimes gym owners don’t install the right battery back-up on their door controllers so when the power goes out – everything goes down. It’s usually a matter of a hard reset – unplug and re-plug.
What do you enjoy most about your work?
Putting out fires and the relief I hear in customer voices.
Please tell us your favorite initiative or new product offering at Gym Insight.
It’s been exciting to train on our new messaging features and on bulk actions. Just in awe of everything our development teams achieves daily.
Can you tell us a little about yourself?
I’m just a crazy cat lady! I have one cat Kiwi and she is my baby. People make fun of me for it, but I don’t care. I love animals. My family is big in my life too. My mom is my best friend and I’m very close to my sister. More family-oriented than anything else.
Thank you, Alison for sharing with us today. Your dedication and belief in our company is heartwarming and we appreciate the kind words. Customer service is more than our niche though, it is one of the core tenants upon which we formed Gym Insight. Our gym management software suite is a cost effective, comprehensive product designed to optimize fitness and studio owner’s revenue streams while freeing up their time. We offer cloud software payment processing, member and health club management, tablet-based sales solutions, Digital Keytags, and more. Call 855-FOR-GYM and ask for Anthony or Natalia. They will be happy to introduce you to our software through a free demo.
