Is Outsourcing a Risk for Health and Wellness Clubs? Yes… Unless You Find the Right Provider
Outsourcing services in the health and wellness industry is a strategic decision. When done correctly, it can elevate member experiences and streamline operations. However, the process carries significant risks if not managed with care. Having worked with prestigious clubs like Jumeirah, Dubai Holdings, Dubai Golf and The Els Club, I’ve witnessed both the challenges and rewards of outsourcing firsthand.
Clubs pour years of effort, resources, and innovation into building their brands. These organisations create environments where every detail is carefully curated to foster member loyalty and belonging. When the time comes to hand over parts of their operation to a third party, it’s not a decision to be taken lightly.
The Unique DNA of a Health and Wellness Club
Each club operates within its own ecosystem, shaped by staff, members, and the club’s culture. These details might seem small on the surface but are vital to creating a sense of community and loyalty.
For example:
Personalised service: At some clubs, a barista knows members’ favourite orders, eliminating the need for requests.
Unwritten rules: Certain café tables or spin bike arrangements are unofficially reserved for specific members at predictable times.
Meaningful interactions: Staff and members share a rapport that feels more like a family dynamic than a transactional one.
These nuances create a second-home experience, making a club more than just a facility.
The Risks of Outsourcing
Outsourcing the wrong way can disrupt this delicate balance. A one-size-fits-all approach fails to account for the subtleties that differentiate one club from another. A provider unfamiliar with the club’s culture risks alienating members, diluting service quality, and even damaging the brand's reputation. For example, an external team that doesn’t recognise a regular member’s preferences or unintentionally shifts the established rhythm of a club can quickly erode trust and loyalty.
Mitigating the Risks: Finding the Right Partner
How can clubs mitigate these risks? By partnering with providers who prioritise immersion, collaboration, and tailored solutions:
Immersion in Culture: Providers need to invest time in understanding the club’s unique identity, from unwritten rules to daily rhythms. This means learning the habits, preferences, and expectations of members to maintain the seamless experience they cherish.
Tailored Solutions: There’s no one-size-fits-all in health and wellness clubs. The right partner will craft a bespoke approach that integrates into the club’s existing ecosystem rather than disrupting it.
Collaboration: Open communication and mutual respect are the foundations of a strong partnership. Providers and club management should co-create solutions that enhance the member experience without compromising the club’s values.
Why Nujoom Sports Management Stands Apart
Over the past decade, I’ve been fortunate to work on both sides of the equation—maintaining excellence as part of club management and collaborating as a service provider. This dual perspective ensures that Nujoom Sports Management approaches every partnership with an understanding of what makes each club unique.
We know it’s not just about policies and procedures, though these are important. It’s about immersing ourselves in the culture, understanding how each club serves its community, and maintaining the exceptional standards members expect.
Elevating, Not Replacing
Outsourcing isn’t about relinquishing control—it’s about partnering with experts who can complement and extend the club’s vision. Clubs that prioritise their members’ experience can protect their brand legacy by working with providers who embrace their DNA and culture.
At Nujoom Sports, our mission is simple: to seamlessly integrate into your ecosystem, enhance the member experience, and preserve what makes your club special. We’re not here to replace; we’re here to elevate. Outsourcing can indeed be a risk—but with the right partner, it becomes an opportunity to build on the legacy you’ve worked so hard to create.
Nujoom Sports is a sports management company dedicated to empowering communities through expertly delivered sports programs. We specialize in managing and optimizing facilities, providing top-tier sports academies, and creating inclusive activities that cater to all ages and abilities. Our mission is to help schools, clubs, and residential communities unlock their full potential, fostering healthier, more active lifestyles in line with Saudi Arabia’s Vision 2030.