Question

The management of Peak Performance Health and Wellness Club has received several emails and verbal complaints about an unidentified male club member allegedly masturbating while using the equipment in the club. The only description they have of the accused is that he is an older, white male with glasses. Jim Roberts is a personal trainer and is just about to start a morning session with a client. A young woman he knows and trusts comes up to Jim with a frantic expression. “Come quickly.” She can barely get the words out. “There’s a man on the stationary bike who is staring at a woman’s chest and masturbating.” Jim excuses himself from his session and goes to see for himself. The member points out the accused male, and Jim immediately contacts his department head and another male trainer, just in case there’s an incident. Jim taps the accused member on the shoulder. “Can I have a word with you?” The older man agrees, and they step over to the side. Jim knows this man and has had conversations with him in the past regarding his joint surgery and his postoperative rehabilitation. Jim believes he should be able to get to the bottom of this matter quickly. “A member reported to us that you were touching yourself inappropriately.” “What’s inappropriate? Your definition of inappropriate and mine might be completely different!” “Were you fondling yourself?” “What’s fondling? I don’t know what that means.” “You had your hands in your pants.” He shrugs. “So, we have to adjust ourselves. I can have my hand in my pants.” At this point Jim becomes frustrated and just comes out and asks, “Were you masturbating?” The member becomes very defensive and says, “I never do that, I can’t believe you accused me of that, I’m offended !” Jim asks the man to stay where he is. He knocks on the general manager’s (GM) door and quickly fills him in on the situation. Jim and his team escort the accused member to the GM’s office. The GM repeats the same line of questioning, and the man gives verbatim answers to the ones he gave Jim. Eventually, the GM gets as frustrated as Jim was and asks, “Were you masturbating?” The man puts his hand on his chest and an indignant expression on his face. He shouts, “I NEVER DO THAT! I demand to face my accuser; I have the right to face my accuser. I’ve been a member since this club opened! I can’t believe that you would suggest this.” At this point the GM is not amused or buying his story. He simply tells the man his membership will be on suspension pending an investigation. The member continues to argue but eventually calms down. He then asks, “How will you let me know your decision?” The GM tells him that the club will call him. “Can you e-mail me instead? Let me give you my personal e-mail.” The GM agrees and tells him that he’ll have to leave. After the member leaves, the GM tells Jim to close the door. He looks at Jim with a wry smile and says, “That guy is so guilty. He wants me to e-mail him privately so his wife won’t find out.” Jim goes upstairs with his boss to speak with the female member who reported the incident. When he finds her, she is with another female member. The second female member tells Jim that he was the same man that she saw masturbating on a treadmill and wrote an email about. Jim’s boss takes statements from the two female members so Jim can return to his now shortened session with his client.

1- Alternatives and Recommended Solution: Describe the two to three alternative solutions you came up with. What feasible strategies would you recommend? What are the pros and cons? State what should be done—why, how, and by whom. Be specific.

2-Evaluation: How will you know when you’ve gotten there? There must be measurable goals put in place with the recommendations. Money is easiest to measure; what else can be measured? What evaluation plan would you put in place to assess whether you are reaching your goals?

Answer 1

Wellness clubs efficiently manage their business and marketing processes..Effective complaint handling is fundamental to the provision of a quality service..cimplants should be handled at no charge in information provided about the complaint handling process..During investigation period different ways of process should be accepted including in person, over the phone,writing through email,fax and letter where appropriate access should be taken..

Complaints are more likely to be satisfied with the complaint handling system if the person dealing with their complaint is competent, objective and efficient..complaints should be carefully monitored to avoid risk.it should be handled quickly with investigation..

Pros and cons:

Guidance must be provided to staff,handling officers should deal with complaints and make sure conflicts of interest are declared.. personal information should be confidential ..staffs should be knowledgeable to find remedies provided by front line staff..

Clarity the issue and complaint should be handled under investigation process..we have gotten there with his misbehave and it can be handled with money and also membership suspension can also be done..if complaint is not resolved then statuary requirements needed to continue the process..make implementation and evaluation process to confirm the action..