Testimonials

“Some of us are fortunate enough to have great mentors in our lives – the right people, with the right message at the right time. Chris Lane taught me pretty much everything I know about customer service and I have used the lessons I learned to good effect throughout my professional life in the leisure industry. Over the years I have heard numerous operators talk about being customer-focused, customer-centric or whatever the latest buzz words have been, but I could count on the ﬁngers of one hand the people who have actually made it happen – Chris Lane is one of those extraordinarily rare individuals. I cannot think of anybody better qualiﬁed to advise leisure operators on how to build a winning service culture and a team that is capable of delivering it, day-in and day out.”

Tim Webster
General Manager - Chris Lane Tennis & Health Club
Managing Director - Bodylife
Editor - FitPro Business Magazine

“When I was Operations Director of the Riverside Group of Tennis and Health and Fitness Clubs, I heard about the Chris Lane Tennis and Health Club’s reputation for high customer service and, in particular, the standing of the legendary ‘Green Team’, held in the highest esteem by all other operators within the industry.
“It was not until I joined Chris in 1995 as his Operations Director that I truly appreciated just how special they were and how totally dedicated they were to making every member’s visit to the club ‘a truly enjoyable experience’; this was part of the club’s mission statement which every member of the team knew by heart and adhered to at all times. What was the secret ingredient to theirs and the club’s success? Purely and simply, Chris’s leadership from the front, his unrivalled attention to detail, the fact that he empowered every member of the team and provided them with outstanding leadership at all times and on every occasion. He cared about his Team and they knew it. I was proud to wear the green jersey and to count myself as having been a ‘Greenie’.””

Tony Haslam

Partner - Seymour Hicks

“Developing a strong and genuine customer care culture in an organisation is simple in theory but much more difficult in practise. I can attest to the fact that Chris Lane not only ‘talks the talk’ with passion and commitment, but he is one of a rare breed of consultants who has also ‘walked the talk’ for over 25 years in his own businesses. My good fortune was to be part of his ‘green team’ for many years which has inspired and influenced my thinking to this day. Anyone similarly fortunate enough to work with him will in my opinion reap the rewards of learning how to be part of an organisation where everyone is in the same boat rowing in the same direction. This is a profoundly fulfilling and motivating experience.”

Kris Tynan

Director - Interactive Skills Training

"After over 20 years in the Health & Fitness Industry, Chris Lane’s service excellence systems and team training stand the test of time.
“In 1993 when I joined Chris and his team, they were already winning service industry awards. Over the next 7 years I learned the why and how! Through building and empowering the right people, Chris led from the front with an attention to detail that created a consistency across all of his team.
“Many operators talk about customer service, some set up systems and try to hire the right people, but very few deliver in every aspect to exceed the customer’s expectation.
“Quite simply, Chris creates an environment where people want to be … a place that enables individuals to grow personally and professionally as part of a team in which they want to be involved and where they are encouraged to take ownership of a situation.
“I have no doubt that the key service values and leadership principles that I use today were born and developed during my time with Chris Lane.”

Kevin Mott
Health and Fitness Director – Chris Lane Tennis and Health Club
Regional Business Manager – Fitness First
Franchise Consultant – Anytime Fitness