Spruce Grove owns the leisure centre. However a regional partnership funds and operates it. The centre asked Focus to help them operate as a commercial entity.
Staff needed to think differently about customer service. Many saw themselves as civil servants, who got paid whether or not customers came. They needed to shift that thinking to, “We’re glad you’re here.” We wanted staff to engage in two-way communication with facility users and actually ask, “How did you enjoy your swim today?”
We held workshops with leadership and the public. We surveyed employees to develop a customer service strategy. We surveyed citizens and did usability tests to learn about frustrations that were prohibiting the leisure centre from being what they needed it to be. We put together training manuals and conducted employee training to teach the commercial aspects of customer service. We produced a final report with recommendations that resulted in marked improvements at Spruce Grove’s TransAlta Tri Leisure Centre.