All-Star This Thing Called "loyalty"

I do a lot of work with Gym Owners focusing on their individual programs' customer satisfaction levels. One of the important measures that are assessed and monitored is customer loyalty. I can say that, generally speaking, parents have a very low level of customer loyalty in this industry.

cheermom628 said:

I was very loyal to my daughter's cheer gym for 4 years, I would defend them and their policies to anyone who made any negative comments, even my own family. Despite all the negativity I heard or read from others, I believed in them because my daughter was so happy there and whatever made her happy was what made me happy. I dealt with all the typical "parent drama" and trusted the owners to see through the negativity and realize that I was trying to stay away from it. Last month the owner chose to kick my family out of the gym over a FB post.
Sorry this is so long winded but I needed to get my feelings out there and get some feedback from other parents.

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I feel like there MUST be more to this story (a lot more). If you were there for 4 years and they kicked you out over a FB post, that must have been a heck of a FB post and certainly doesn't sound like you were "trying to stay away from the drama". So I can't really give you any feedback if I feel like I'm not hearing 99% of the story.

As to loyalty, my loyalty extends one season (in the way most cheer people think of loyalty - meaning we cheer there). Once we sign up and start practicing with a team, we're there. Obviously by that point I've done my research and made an educated decision that you are the best program all around for my family's needs. Once that season is over and that team no longer exists, then any number of things can change - my work schedule could change, the next season team practice schedule might be different, my finances might change, my financial responsibilities to your program might change...any of these things might cause me to leave.

But here's my issue. That doesn't mean I no longer have any loyalty to your program and I don't know why people think it does mean that. My kids can cheer somewhere else and still have a fondness in our hearts for your program. Just because a certain program doesn't meet my family's needs anymore doesn't mean my loyalties have disappeared.

Let's take the fast food example. I love Sonic. And I mean loooooooooooove. However, now that we've moved up north the nearest one is more than 10 miles away, outside of the city. So I'd have to rent a car to go to one...making my trip to Sonic about $75, as opposed to in VA where I could get there in less than 5 minutes and feed a family of 4 dinner and dessert for less than $25. So Sonic no longer meets my family's needs. Doesn't mean I don't have loyalties to them anymore...doesn't mean I don't hear the word Sonic and instantly say "Oh yum! I friggin' looooooooooooove Sonic!" Just means I had to take my responsibilities to my family first and find a place to get delicious burgers and fries that meet what we are looking for.

To me loyalty means while you're with a program supporting them in everything they do - both to other members of the program and the "outside world". When you've moved on, loyalty means not bad mouthing them and still cheering them on in their endeavors. I don't think you have to continue to cheer somewhere to have "loyalties" to them.

My old gym was absolutely AWFUL to me when they found out I was leaving. I finished the season and my mom was very professional in telling them of our decision, but my last few practices I left crying bc of how I was being treated... Just wish they would have been a little bit more professional.

Well IDK if I made up my mind about loyalty, but I'm definitely hungry now.