Healthier Equipment = Happier Members: Closing the Gap with a See-Something, Say-Something Culture

Every fitness facility knows the pain of out-of-order equipment. Whether it’s a treadmill that won’t start, a bike with a broken seat, or a malfunctioning weight machine, downtime doesn’t just frustrate members—it hurts retention.

Equipment satisfaction is the top driver of retention, with about 14% of gym-goers canceling their memberships due to a poor gym experience, including issues with broken equipment. 

But for gym operators, the issue isn’t about getting it fixed—it’s about the time between when an issue is noticed and when it’s resolved. And for busy clubs, this can be weeks or even months. 

Healthy equipment and facilities drive member satisfaction, retention, and long-term revenue growth—but only when gap time is reduced.

The Hidden Cost of Gap Time

Even a few hours of downtime can have a ripple effect. Members may:

• Feel frustrated or inconvenienced.

• Skip workouts altogether

• Decide to try a competitor with more reliable equipment

Long-term, this can quietly erode member satisfaction, loyalty, and revenue. Not to mention brand trust. 

See Something, Say Something: A Culture Shift

The solution isn’t just fixing the equipment—it’s taking action right when an issue is spotted. This requires a cultural shift that encourages staff and even members to report issues immediately. A “see-something, say-something” approach creates accountability and speeds up fixes.

When everyone flags problems instantly, small issues don’t turn into major disruptions. Issues can get fixed in hours or days rather than weeks or months, resulting in little to no downtime for members. 

How Woven Reduces Gap Time

Woven’s Maintenance Suite enables instant reporting and dispatch, so issues are addressed before they impact the member experience. 

Our platform intelligently routes maintenance requests, addresses issues with minimal downtime and impact to members, and provides access to the right parts and right information to fix problems the first time.

Here’s how it works:

• Identify: Staff or members spot a problem.

• Report: A work order is sent directly through Woven.

• Dispatch: Maintenance is notified immediately, and the right technician is auto-dispatched based on location, priority, and workload.

What took hours or days now happens in seconds. Members see action, not excuses.

Additionally, with preventative maintenance capabilities, operators can prevent equipment issues when they happen to keep equipment in top shape and reduce downtime: 

• Unified maintenance dashboard: Integrates all maintenance tasks—reactive repairs and scheduling preventative checks—into a single, intuitive platform for technicians, ensuring seamless oversight. 

• Systemized warranty compliance: Automate reminders and task assignments for critical, often overlooked maintenance checks to ensure equipment warranties remain valid and operational longevity. 

• Usage-based scheduling: Transition from fixed time-based maintenance to dynamic schedules driven by actual equipment usage data, optimizing uptime and resource allocation. 

Healthier equipment = healthier members

Operational efficiency isn’t just about saving time—it’s about keeping your members happy. Faster fixes, healthier equipment, and a proactive culture translate to better experiences and stronger retention.

Woven is purpose-built for multi-location gym operators with dedicated maintenance teams. Eliminate the gap time between issues and repairs, prove ROI on your maintenance investment, and directly impact member retention by keeping your equipment running.

Learn more about Woven's Equipment & Facilities Maintenance Suite.