To: Editor of The NewPaper 'Speak Up Column'

I write this letter with regards to an exceptionally dissapointing experience of receiving extremely poor customer service provided by the Sales Assistant General Manager of California Fitness (Orchard).

This incident occurred when I went to California Fitness's Orchard Club with a friend of mine on 6th September 2006, 3.20pm, to check out the packages available at the fitness club. It was the Assistant General Manager of California Fitness who greeted us. At the beginning, he was really helpful in clarifying out doubts and explaining the prices of California's packages to us. My friend and I were already considering on signing up a membership with them.

However, when we were told that we had to sign the package there and then, or we would not be able to enjoy the discount rate the next time round as we would not be considered as their 'first time customers' anymore (even though we did NOT use any of their facilities today), we decided to reconsider our decision. It was then the attitude of the Assistant General Manager begun to change. He began by emphasing that if we were to go back and consider, we would not be eligible for the 'special discount for first time visitors' as we were already there then. He went on to ask us what were our concerns and reasons for not signing up immediately. We told him that due to the fact that we are students, our main concern was the high price. Still he went on to emphasize on the 'first time customers policy' that California Fitness has. The Assistant General Manager became so persistent in trying to force us to sign a membership with them at that very moment that it came to a point where he actually challenged us by asking us if we will sign a membership with them if he cut the price down to $10 a month. By this time, our main concern was not money anymore; it became that Assistant General Manager's attitude. We decided to leave then. He sarcastically 'thanked' us for 'our' time and my friend and I stood up and prepared to leave California Fitness. It was then that the Assistant Sales Manager said something that insulted both my friend and I.

He said 'Eat more, gain more weight, then come and exercise'. This is a Direct Translation of what the ASSISTANT GENERAL MANAGER of California Fitness said to us in Mandarin while we were on our way out of their club. Both my friend and I were too shocked to respond on the spot.

What happened with the 'Excellent Customer Service Campaign' that Singapore has been trying to promote all along? Is this the right way to treat someone who is no longer interested in your service? By insulting them in front of the rest of the staff at California Fitness, not to mention, other customers who are present at that time? If this is the kind of 'motto' that the staff of California Fitness stand by, I do not want to imagine what is being gossiped by their staff behind their customers' backs. I'm also beginning to wonder on what bases does an employee of California Fitness is being evaluated when it comes to promoting them to the higher level in their management hierarchy.

My friend and I were so offended by this incident that we decided to lodge a complaint to the services management of California Fitness. It took us literally the entire afternoon before we were able to speak to someone of higher authority. We gave a description of what we encountered. However, our complaints were not handled professionally. Instead, we were told that perhaps the Assistant General Manager meant it as a 'JOKE' when he made that last comment. If it were a joke, I am very sorry to say, it wasn't the LEAST BIT funny. We demanded an explanation on the incident and were told that California Fitness' managerment will look into the matter and will get back to us. The person in charge of our complaint may have said that, but she made NO effort in getting any of our details. How was she going to 'get back to us' if she didn't have any of our particulars? This made us wonder if the management of California Fitness were really sincere in looking into the matter.

Therefore, I write this letter to The Newpaper Speak Up Column, with the hope of informing my fellow Singaporeans on what kind of customer service can be expected when you next step into California Fitness. And of course, if anyone decides step into California Fitness to check out any packages or price plans, be sure to sign up on the VERY day itself, or the next time you step into California Fitness, you will no longer be a 'First Time Customer'.