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How can clubs ensure there is no friction between members of staff who ‘give away’ advice and those who sell it?
derek crawford sarah leonie
national fitness manager • fitness first group fitness manager • dc leisure
“W
hen members join, they get a
full club induction or they can “O
ur fitness instructors who hold
the necessary qualifications can
opt for Body First – three 45-minute offer PT sessions on or off shift, and our
PT sessions, booklets, an assessment quality management systems mean the
and nutritional advice for £30. There is difference between instruction on the
a full money-back guarantee if clients gym floor and PT is made very clear.
complete the three sessions and come The boundary is crossed from normal
four more times in the first month. Our gym instruction to PT when members
presentation booklet clearly outlines all look for specialist advice, such as how to
of these prices, so the member fully understands the offer. train for a specific event, how to recover from an illness/injury,
Members then get full access to fitness staff on the gym floor. or if they need support in other areas such as nutrition. We
In each of our 164 clubs we have three fitness staff, but their role also offer buddy training, where a PT works with two to three
is separate from our 1,100 PTs who have a licence agreement. people, and motivational sessions for small groups.
We would never limit the information that an instructor Those who hold back advice to upsell are shortchanging
gives for free because our customers are our priority. Each club themselves and customers – in our experience, when
has a Fit to Help station where members can seek free advice, instructors who offer PT deliver great gym sessions, they
and we’ve just introduced an initiative where fitness staff are actually generate more clients because they get results.
taught how to deliver 20 short, motivational activities for All new members are offered the Kinetika Journey within their
different types of members. membership package. This includes five one-to-one, 30-minute
PT is different: it’s about one-to-one motivation and the sessions with an instructor to design a fitness programme.
rapport between two people. The boundaries of roles are clear, Programmes can be updated when required – the gym team is
so there’s no need to outline them in internal policies. There’s booked out for member interaction slots throughout the day,
absolutely no conflict between staff in these two roles.
”
ensuring easy access to instructors between their PT sessions.
”
may 2009 © cybertrek 2009 Read Health Club Management online 33
healthclubmanagement.co.uk/digital
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