Better Business Bureau Remains Relevant for Health Club Operators

Club Industry, May 2014

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As United States industry goes, health clubs certainly see their fair share of disgruntled customers. At a time when venting frustrations to a worldwide audience takes no time at all on social media sites, do longstanding reputation handlers such as the Better Business Bureau (BBB) still matter to health club owners?

In a word, yes. Upper management and owners at clubs of all sizes say their BBB rating is still relevant even though many do not participate in the nonprofit's accreditation program.

The BBB, founded in 1912, is focused on improving marketplace trust. It offers more than four million free online reviews on all types of businesses, and in 2012, its website was one of the 300 most-visited websites in the country. The BBB offers thorough and current information on many health clubs, but a handful of club owners contacted for this story say they suspect Millennial gym-goers often forget–or do not even know–about the agency, preferring Twitter, Yelp and Facebook to voice frustrations and read reviews.