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“Talking about the weather is not allowed and is considered a cop-out. When members arrive they have likely already spoken about the weather with several people who also don’t know how to create meaningful relationships.”


1. Remove the hierarchy. Show


them that although you are the boss, you are there to support them and their career and life goals.


2. Connect with them using tech-


nology. Tweet. Create a Facebook ac- count. Connect with both your mem- bers and employees this way.


3. Tap into the sense of communi-


ty. Gen Y views community and family as important. Discuss how your club is a community. Teach them their role in fostering this sense of communi- ty. Ensure that everyone on your gym floor is engaged.


At World Health, we have a very


intensive new-employee training pro- gram. One of the key modules (de- signed in part by Debby Carreau of Inspired HR) is our “member experi- ence” course, where we teach new em- ployees how to FORM relationships with all of our members. FORMing relationships involves


talking about Family, Occupations and Recreation to create Meaningful


4. Teach them how to talk to mem-


bers. This may sound basic, but if you teach employees how to connect with other generations you may be pleas- antly surprised by the outcome.


relationships. Talking about the weather is not allowed and is consid- ered a cop-out. (When members arrive they have likely already spoken about the weather with several other people who also don’t know how to create meaningful relationships.) We teach employees about the oth-


er generations – why they are in our clubs and what they value and hold dear.


Linksters (born 1995 ) You may not be hiring linksters yet,


but they will be coming soon. Most of these members are still in high school. Why is a Linkster in your club? In our experience, they are either athletes or deconditioned teenagera with worried parents. How do you connect with these


members? With student athletes, recreation,


sports and athletics are an impor- tant conversation piece. How did they do in their last match? How is their training going? Have they joined your Facebook group or do they follow you on Twitter yet? Follow them. For deconditioned teenagers, re-


member that they don’t really want to be in your club – they are being forced by their parents. Reach out via social media. Praise them and make friends. Help them fit in and feel that they belong.


Gen Y (born 1980 – 1995) This is the same group as your


young employees belong to. Generally your employees will have an easier time relating to this group.They are usually starting out in the workforce so Occupation is important. Ask them, “How ‘s work?” “What do you do?” “Do you enjoy it?” Community and Family is impor-


tant – friends and social circles, sport- ing events as well as following sport teams. Connect via social media. If you create meaningful relationships and make these folks happy, they will tell the world about your great club. They Tweet.....a lot. Follow them. They aren’t afraid to blast your club should you do them wrong. Quickly fix any problems that arise.


Gen X (born 1965 – 1980) These members are moving up the ranks in their careers, starting


26 Fitness Business Canada November/December 2012


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