Franchisees & COVID-19: How One Owner and Area Developer Is Keeping Customers Engaged Throughout the Crisis

Given the unprecedented coronavirus crisis that businesses are facing right now, it can be hard for franchisees to remain positive throughout the uncertainty. But Jimmy Mak is relying on a team of other local owners and customers to maintain the brand’s momentum.

In addition to owning Workout Anytime’s Plano, Texas location, Mak oversees over 20 locations as the brand’s southwest area developer. These locations are owned by seven different franchisees in various counties across Texas and Oklahoma. This has created a unique situation for Mak during the coronavirus crisis — because these clubs are spread out across a wide area, the rules and government-mandated recommendations vary from club to club. So while the majority of Mak’s clubs are currently closed, there are some that remain open.

Regardless of whether or not a club’s doors are open currently, Mak’s number-one focus right now is ensuring that members are aware of what’s going on.

“Communication with our members is key. I think it’s made a huge difference that we’ve been answering the phone in our clubs and forwarding those calls to our phones at home to help out our members and coach them through this situation. It’s important to have a real person picking up and answering questions,” Mak said. “Whatever we need to do, whether it’s waiving dues or freezing or crediting accounts, the main thing that we’re focused on is making sure our members are happy. Our members really care about us, and we want them to know that we truly care about them.”

This heightened level of communication extends to the franchisees Mak works with as well.

“I call my owners daily to see how they’re doing and if they need anything. We also have a conference call every other day so that we can get together as a group and discuss what’s going on. And by the time we hang up the phone, I know that because I feel better, all of my owners feel better, too,” said Mak. “In times like this, it’s more about the support and communication — it’s so important that you don’t leave anybody in the dark. We’re all still a team, and we need to be on the same page.”

What’s ultimately keeping Mak motivated and positive during this time is the fact that there are still ways to give back to the communities that Workout Anytime calls home, even when clubs are closed. The brand rolled out a new app with at-home workouts and is also posting daily workouts to its YouTube channel. So far, the feedback that Mak has received from members is adding to his positivity, too.

“I’ve found that when you reach out to a member, they’re surprised by it. It’s a small thing to do, but it means the world to them that they’re not being left in the dark,” said Mak. “We’re all in this thing together, and we’ll get the clubs open as soon as we possibly can. Until then, we’ll keep providing our members with new workouts every day to keep them engaged until we can all be back in the gym together.”