| IHRSA Report | First Set ®
The International Health, Racquet & Sportsclub Association is a not-for-profit trade association open to investor-owned and member-owned fitness, racquet, and athletic facilities. Associate memberships are available to manufacturers or suppliers of products and services of use to IHRSA members.
800-228-4772 USA & Canada 617-951-0055 International 617-951-0056 FAX
www.ihrsa.org www.healthclubs.com E-mail:
info@ihrsa.org
IHRSA Board of Directors
Art Curtis: Chairperson Millennium Partners Sports Club Management, LLC 617-476-8910
David Hardy: Franvest Capital Partners 780-953-4273
Kilian Fisher: IHRSA Europe Council +353-89-4322125
Chuck Runyon: Anytime Fitness 651-438-5000
Kay Yuspeh: Elite Sports Clubs 262-786-0880
Bill McBride: Club One 415-477-3000
Richard Bilton: Companhia Athletica +55 11-5188-2000
Carol Nalevanko: DMB Sports Clubs 480-609-6979
Brent Darden: TELOS Fitness Center 972-458-2582
Scott Gillespie: Saco Sport & Fitness 207-284-5953
Christian Pierar: De Fitness Organisatie +32 9-232-5036
Jasmin Kirstein: My Sportlady Fitness +49 89-201-4248
Robert Brewster: The Alaska Clubs 907-337-9550
David Patchell-Evans: Ex-officio GoodLife Fitness Clubs 519-661-0190 ext. 238
Mutual Satisfaction
Do you worry as much about your employees’ satisfaction with their jobs as you do about member satisfaction? Are you as concerned about employee turnover as you are about member turnover? If not, perhaps you should be.
Mercer, a consulting firm specializing in human resources, recently conducted a study that explored the psyche of the workforce. The survey was conducted among 30,000 workers from 17 different countries. The findings indicate that, despite high unemployment rates and the uncertainty many employees now face with respect to the future, more than 50% of them are unhappy with their jobs, and 32% are seriously considering leaving their current position (that’s up from 23% in 2005). Among those in the 25-34 age group, it’s even worse, with 40% considering quitting, and, among senior manag- ers, worse yet, at 56%. Meanwhile, another 21%, though not planning to quit, view
Art Curtis IHRSA Chairperson
their employers unfavorably, and have rock-bottom scores on key metrics of engagement—a term that describes a combination of employee motivation, commitment, and loyalty. If these findings about the general population are represen- tative of club employees, then they should be very disconcerting
to club operators. Imagine the potential impact on the member experience when staff satisfaction and engagement are so low. Clearly, widespread apathy and diminished loyalty on the part of employees will undermine any business’ performance. Among the reasons suggested by Mercer for these troubling findings are
the effects of cutbacks on employee perks and benefits caused by the Great Recession. Workers don’t feel as though they’re getting the deal they signed up for when they took the job. While times are still tough, operators who continue to withhold perks to save a few dollars may be acting in a short- sighted manner. Perks—i.e., unexpected benefits, such as flexible work schedules, extra vacation days, discounted services, and employee recognition and reward programs—are important in shaping the employee experience. Relatively small investments in perks that have been well-thought-out are valued by workers, and can pay big dividends in terms of increasing the level of employee engagement and retaining valued team members. You have a much better chance of having happy members if you have
happy employees. Conversely, you have little chance of having happy mem- bers if you have unhappy employees serving your customers. —|
– Art Curtis,
acurtis@mp-sportsclub.com
www.
ihrsa.org | SEPTEMBER 2011 | Club Business Internat ional 95
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