FBC
TRAINERS » Member Service
DON’T DO IT! » O
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hile we allow our staff mem- bers to use their cell phones
and iPads in the staff lunch room and office areas, we have a no-handheld- devices rule for the member areas of our club. The rule is sometimes a struggle to enforce, but everyone understands that its purpose is to al- low us to be attentive to members’ needs. We permit members to keep their phones with them, but there’s an unwritten rule for them about not using phones in the gym area. Luckily, because we’re five levels be- low ground reception isn’t very good so this helps. For our personal trainers and
Pilates instructors, sitting down is a big no-no. We prefer them to remain standing or to kneel on one knee. It’s more motivational and allows them to more engaged with their cli- ents. Sitting can easily lead to lounging, and this isn’t the image we want our trainers to present. We want our staff to be health and fitness role models and for our members to aspire to be like them.
Blair Lyon, general manager The Adelaide Club Toronto
ne of our rules is that personal trainers don’t touch clients while spotting or correcting technique without first asking the client for permission. Our train-
ers work in clients’ homes, so we want to be absolutely sure they don’t make clients feel intimidated or uncomfortable. Once trainers have asked the first time, they of course don’t have to ask each time. This rule has nev- er been an issue for us, but we prefer to prevent prob- lems rather than to deal with them later. We don’t allow train-
ers to cancel sessions with clients. Instead, we require them to reschedule. This way the client doesn’t feel like we’ve taken anything away from them. Our clients pay to keep a consistent sched- ule for fitness from their trainer and we must provide this. If a trainer can’t make a session, the trainer has two options: find a replacement trainer (from Fitness on the Go), or reschedule the ses- sion to an alternate time.
Dan Mezheritsky, owner Fitness On the Go Vancouver
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e don’t provide member or staff member personal information – like phone numbers and email addresses – to members for any reason. Even if a member
wants to set up a squash game with another member or says she knows a staff per- son wouldn’t mind a call at home, our staff know not to share these private details. If it is an emer- gency, the staff member can easily contact the person on the member’s behalf without creating a confidentiality issue. Our reception desk is the heartbeat of our cen-
tre and can be extremely busy. For this reason we discourage staff members, on-duty and off-duty,
from gathering at the desk. We want the reception staff to be focused, work-engaged and interacting professionally with our members. It shouldn’t be a conversation hub for the fitness staff and/or mem- bers. We want to project an image that shows us to be friendly, productive and efficient as soon as mem- bers enter our centre.
Stephanie Roth, general manager Prince Edward Fitness and Aquatic Centre Picton, Ont.
32 Fitness Business Canada March/April 2013
client, but I prefer that our trainers don’t get overly friendly with clients. When trainers cross that line and become friends with clients, what I’ve seen happen is that they lose the role of authority figure. And when this happens the quality of the workouts is likely to suffer.
I
Chris Ince, owner U.N.I. Training Montreal
t’s fine to have an occasional lunch with a
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