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Induction Purpose 2: Gym orientation leads to confidence and comfort
Amenities and equipment location: l Fire exit routes, duty first aider, duty instructor/manager l Changing rooms, drinking water etc. l Training equipment: l (other exercise locations e.g. studio, timetable)
Expected behaviour: l Gym etiquette l Use of sweat towels l Sharing of equipment l Re-placing weights l Respect for fellow members
Induction Purpose 3: Member education/understanding leads to adherence and enjoyment
uctions…
phone call, text message, note left with their programme card or informal face-to-face chat. Here, the duty instructor (even if a different instructor) can assess if the member has any outstanding questions, offer additional supportive advice and provide a sense of accountability on behalf of the member. Indeed, if anything, this simply shows that we care, and in this highly competitive market place, we should ensure this element of our service is never forgotten.
In summary, it’s fair to say that our potential customers have a large choice of where they spend their money. It takes much less time out of our working day to keep an existing member than it does to recruit a new one. Indeed, as REPs members, we should aim to support and enhance the experience of our customers which not only assists them in achieving their personal objectives but also maximises the success and reputation of our business.
Optimised New Member Induction Model
Induction Purpose 1: Meet, greet and discuss leads to relaxation, rapport and trust
Member first face-to-face interaction: l Punctuality and preparedness (e.g. necessary paperwork ready)
l Appearance, smile, use member name l Appropriate non-intimidating consultation area l Confidentiality emphasised l Place member at ease, explain expected outcomes of visit l Active listening, empathise, optimism l SMART goal oriented
First planned programme: l Linked to member personal goals l Accounts for training status and age l Structure is prepared l Exercise choice/order justified l Accounts for exercise likes/dislikes l Provides small achievable increments in volume-load week-to-week
l ‘Drip feed’ appropriate level explanations, hints and tips
Induction Purpose 4: Member performance leads to enhanced self-efficacy
Delivery of first planned programme: l Safe and effective equipment use: Dumbbell handling (e.g. lifting out of rack) Postures/alignment Range of motion Support/stability Spatial awareness Spotting
l Monitoring (e.g. RPE, heart rate) l Effective, appropriate communication: Visual (accurate demonstrations) Auditory (succinct explanation/cueing) Kinaesthetic (professional use of minimal manual body positioning) Positive reinforcement and feedback
l Next steps: going it alone or using a personal trainer
Induction Purpose 5: Member follow-up leads to enhanced belonging
Post face-to-face contact and support: l Leave point of contact details for enquiries l Contact member within 1 week (satisfaction, understanding, trouble shooting etc.)
l Book review of progress (within in appropriate facility specific timeline)
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