TALKBACK katie barnes • assistant editor • health club management
everyone’s talking about . . .
‘giving’ advice
What level of guidance should members expect for free, when does it become appropriate to charge
for advice, and how do we make this clear to members to avoid putting staff in a difficult position?
I
t’s standard procedure that, on But wait. What happens when avoid being too helpful on the gym
signing up, a new gym member personal training is thrown into the fl oor lest they miss an opportunity to
will be given an induction: a tour mix? At what point should basic sell their expertise to those willing to
of the facility and instruction service end – the assistance that many pay? Yet if an employee is purposefully
on how to use equipment, if only members will expect as part of their withholding information, are they not
for health and safety purposes. To monthly fee – and a paid-for personal then short-changing customers?
kickstart their foray into fi tness, some training session begin? The fact that one person could
may also have a consultation and a In clubs where additional levels of wear two different hats to offer the
programme drawn up. advice and guidance cost extra, is this same piece of advice creates a real
But what else do members get for clearly communicated to customers? confl ict of interest.
their monthly fee? Ideally they will be Will those on a basic membership Even when fi tness instructing and
constantly monitored, with staff on-hand be made aware, when they sign on personal training is separated, how do
to give tips on technique and suggestions the dotted line, that there may be an operators ensure there is no friction
to help them reach their targets – maybe additional charge if they ask for help? between those members of staff who
even a steer on nutrition or lifestyle There are issues at an employee ‘give away’ guidance and those who
habits, along with a review and new level too. If a fi tness instructor also make their living by selling it? We ask
programme a couple of months in. offers personal training, might they the experts for their opinions.
WHERE DO WE DRAW THE LINE BETWEEN FREE AND PAID-FOR ADVICE? EMAIL US: HEALTHCLUB@LEISUREMEDIA.COM
david coulthard brian aggett
regional health and fitness manager • leisure connection fitness instructor • parkwood health & fitness, potters bar
“T
here’s no limit on free advice
from our team coaches, but as “I
’ve been a fitness instructor for
nine years, and for the past eight
most of them are only Level 2-qualified have also offered PT sessions alongside
their knowledge is relatively restricted. this. I’ve never had guidance on what to
Our PTs, who can be employed or self- charge for, but it’s something that most
employed, are trained at Level 3 and trainers pick up on the way.
above, and that’s when a cost is justified. Aside from an induction, members get
Members get an induction when they ‘five points of contact’. The first point of
join and coaches are always on-hand with contact includes a health questionnaire,
advice. We used to offer a free fitness programme too, but they blood pressure check and a CV programme; second is a
were ineffective as members kept them for two, maybe three resistance programme; next is a free 30-minute PT taster
years: it was a huge problem as results weren’t being achieved. session; after six weeks the fitness programmes are reviewed;
So we launched the £20 Harpers Experience, which consists and at eight weeks we phone to check how they’re getting on.
of five PT sessions at different stages within the first 12 weeks, I’d say written training schedules come under personal
as well as a health check and movement analysis. This extra training. I’d also charge for an advanced programme for a specific
charge is made clear to new customers at point of sale. Existing skill such as increasing lung capacity, where I might conduct
members were informed of the offer and given the option of a underwater swimming lessons. I’d never hold back on advice as
free update to their programme with a personal trainer. a fitness instructor though, because the more knowledge you
If a member couldn’t afford a PT session, however, we would share, the more likely people will book a PT session.
still work with them. There’s a fine balance and we don’t have However, I do think operators should have a policy on
an internal policy as each circumstance is different. But we have what costs extra to protect staff as much as clients – some
full trust in our staff to use their common sense and upsell a PTs are pestered for free sessions, which devalues this skillful
product when needed.
”
profession and means the club and employee lose money.
”
32 Read Health Club Management online may 2009 © cybertrek 2009
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