Reply back from Virgin Active regarding t shirt and charity

Below is the reply back from Virgin Active regarding t shirt and charity:

Dear *****,

Thanks for your response and I must stress we do genuinely listen to our members and strive to deliver excellent customer service and value for money at all times. Our gym sweat towel decision does not override these values that we are constantly working hard to exceed in.

We fully understand and appreciate that you are not alone in your opposition to our removal of gym towels from your club but we made a balanced decision to remove the towels (as explained fully in our last e-mail to you) knowing this would be the case. Through all of our normal channels of member feedback we have had much open dialogue regarding the reasons for the change with members within our clubs.

I hope you can understand the reason for our decision and the fact that it was not made for any one reason, neither were we blind to the fact that some members would disapprove of the decision. It was not taken lightly hence we trialed it in a small group of clubs first to ensure it was the right decision.

The key factor going forward is that the club still offers fantastic value for money with the gym towels replaced for dispensed paper towels, and we are very committed to constantly improving the value of your membership through better standards, service, facility and innovation.

We do not want to lose members over the replacement of gym sweat towels but we have to accept that there will be some people that feel the club without gym towels is no longer value for money for them and may chose to leave the club. We feel that the investment and improvement made to the club over the last year ensures that this is not the case but everyone rightfully makes their own personal decision on this.

Regarding your question of would we terminate your membership if you were to wear a protest T shirt in the club? We respect your opinion on this towel replacement matter and as a valued member you and all members have the voice to raise concerns with the club and all staff within Virgin Active at all times. It is your choice what t shirt to wear when you use the gym and we would certainly not 'punish' you in any way for what you choose to wear unless it could be deemed offensive to any other members and/or staff of course. However, the communication channels are fully open so we view the method of using a t shirt to protest and rally member support, which we already appreciate, is there, as unnecessary. We have been in constructive dialogue with you throughout, you understand our reasons and this has and continues to be the case with other members too.

We do have a concern that your 'protest' would distract normal club operations and most importantly distract our staff from delivering great service and helping members achieve their health and wellness goals. But this is something our staff would need to use their professionalism to remain focused on their roles and the members they are there to service.

I hope this answers you questions, if you would like to discuss further, do not hesitate to contact me.

Kind Regards,

*****
Virgin Active UK