Every morning, Dave Long, CEO of workout studio chain Orangetheory Fitness, wakes up to a bevy of customer comments and questions through Instagram, LinkedIn, and Twitter. He could probably divert them to someone else in his chain of command. But he takes them up personally. “I respond to every single inquiry that comes in,” Long told Fortune in a recent interview.
It takes him about 30 minutes, he said. Many of the inquiries are simple—just directing people to the various customer service reps they may need. “But often, the inquiries are these amazing, authentic heartwarming stories that I want to respond to and acknowledge,” Long explained. “It’s an amazing thing. A lot of times we pass those on, and share those as part of the wins.”
