| CBI Interview | CBI: I love that idea!


DP: I think that, in general, it’s a great idea. I’m convinced that, when people look at businesses and how they change, they’re frequently asking the wrong question. If it’s “Can I change my whole organization?” then the answer, unfortunately, is generally no. But that’s the wrong question! What they should be asking, instead, is, “Is there some- thing I can do, within my domain, to make things better, to introduce a sense of purpose, to inject some auton- omy into what we’re currently doing?” Can I do something? is generally within a person’s reach, so that’s what I encourage companies to do. Try one or two small things, see


if they work, and, if they do, that can create a very positive momentum.


CBI: Could you relate that idea a bit more closely to the fitness industry?


DP: Well, imagine that a health club were to conduct a FedEx day once in a while, and, instead of focusing on, “Hey, did we meet our numbers this month?” were to come up with innovative new offerings or new ways to treat and inter- act with their members. That would certainly work. Clubs are already clear about the purpose they serve. They play an important role in public health; their grand goal is to improve the health and well-being of everyone in the country. And just think about mastery. The peo- ple who work in clubs are themselves striving to master their disciplines, and, at the same time, are working to help members achieve mastery. I think there are a lot of things clubs can do that would be difficult in other industries.


CBI: Has the recent recession informed your ideas about motivation, productivity, and other business issues?


Pink: serious about job rewards


DP: I think what we’ve been seeing and experiencing are the limits of the profit motive. The profit motive is a good thing—both morally and for the sake of efficiency. But it’s not the only thing. There also has to be a purpose motive. Increasing sales by 3%, or boosting earnings-per-share by three cents


Think full service is


Credit card charge back/dispute resolution Direct mailing of all customer notices Inbound/outbound customer call center Collections of delinquent member accounts National credit bureau reporting Fully staffed facility support Always speak to a live person


Highly trained customer retention specialists Member contract implementation


800-233-8483 SOFTWARE • BILLING • COLLECTIONS www. ihrsa.org | JANUARY 2011 | Club Business Internat ional 39


No Knocks. No Pings. Just Good Honest Performance.


a thing of the past?


Full


Service


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