Exercise 4

1. The tangible service (explicit service)
-our tangible service are the actual gymnastics lessons taught by instructors. These are one on one or a 1:2-9 ratio or classes with a hands on class full of demonstrations and spotting. This is the key to our service due to our demand being mostly wanting gymnastics lessons with instructors.
2 The intangible or psychological benefits of the service (implicit service)
- our intangible service is the benefits the students get out of their lessons. They get strength, discipline, balance, and agility from the training. These are characteristics that help produce quality citizens and will help each and every one of them throughout their lives.
3. The physical goods (facilitating goods)
-we really do not have any facilitating goods, because we are not retailing or selling anything.
In the service matrix we fall into the category of; Standard with options, using moderately repeatable sequence. Customers have some decision making power. We do so because our set classes are somewhat repeated being that the same class may be offered to many different age groups and for both sexes. Also, there may be classes that are standard, but have options such as advance or intermediate. Also, these type of options give the customer decision making power, but with some guidelines.
The types of customer contact is, mainly children in the classes, and the parents dealing sith the front desk and people in the office. Once in a while there will be a one on one parent coach discussion. The response is always different depending on the question or type of encounter. They can range from someone angry about the cost, a parent telling an instructor they have done a swell job. Also, there can be a discussion over which class the children should be in, where a trial can take place, and also, about behaviors, or maturity in certain classes. We do not use self serve. Our focused operation is to have every child benefit from our classes in a safe, healthy fashion. Also, we do offer a sort of focused customer relation, when we offer private lessons. We support employees very well, with good benefits to full time employees, and allowing the employees to work out for free as they want, when they are off the clock.
Our service recovery and guarantees are: we allow any student to make up a missed class at their convenience. Also, we take time to individually handle any problem and guarantee our customers satisfaction. Lastly, we make sure our students will be happy with free trial classes.