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ne of our group exercise instruc- tors, Gundrun Hardes, goes the


extra mile in so many ways for her class participants. One thing she does is make playlists comprised of her par- ticipants’ music suggestions for her cy- cling and yoga/Pilates classes. She con- stantly collects their favourite tunes so the music is always fresh. The result is a customized experience that always makes members feel that they are a special part of her classes.


Paula Comfort partner, 360impact Group, Toronto www.360impactgroup.com


Wendy Chappell works with her client Renee at The Whole Way Health & Fitness Studio, Charlottetown, P.E.I.


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ne of my clients had a liver trans- plant. She had memory issues,


loss of fine motor skills, low back and shoulder issues, etc. She also had a goal to walk 3 to 5km in the I Love Regina walk. Our first sessions were very slow and focused on stretching, balance and some gentle strengthen- ing. Over time we started walking, and eventually we were walking 5 km in 50 minutes. I was so proud of her. I heard her say she wasn't sure how she would do on race day without me pushing and pacing her. When I told her that I was going to walk with her, she said, "You don't have to do that." But I want- ed to! When she crossed the finish line (in 38 minutes!) it was very emotional. I am so happy I was able to be part of her journey.


Jessica Lewgood exercise therapist, Synergy Physio, Regina www.synergyphysioregina.com


W


hen I managed an upscale club several years ago, two of our


members had their first date at the club restaurant, got married and then celebrated their first anniversary at the club restaurant for sentimental rea- sons. When they arrived for their din- ner, the restaurant staff had decorated the same table where they had their first date, and a beautiful card (signed by all the club and restaurant staff)


congratulated them and let them know that dinner was on the house. The couple was blown away by the gesture and continued to be members for sev- eral years.


Alanna Turco partner, eMbody Fitness Toronto www.embodyfitnessclubs.com


ent pregnancy experience the second time around. Inactive during her first pregnancy, she had planned to con- tinue with kettlebell classes until week 35, until I shared a story about some- one who had continued until week 38. This was enough motivation for her to continue through her 38th week of pregnancy. We all joked that the baby would arrive looking like a kettlebell! For a shower gift, I special ordered a plushie kettlebell. She was really pleased, especially when she discov- ered that her first child could do real kettlebell swings with it. I received a lovely thank you card from her and she returned to classes before her new- born was six-weeks-old!


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Wendy Chappell The Whole Way Health & Fitness Studio Charlottetown, P.E.I. www.wendychappell.com


ne of my kettlebell class partici- pants wanted to have a differ-


The woman lived alone and her dog had been her best friend. She broke down in tears when she told me. The next day I sent her out a sympathy card for the loss of her pet with a note extending my condolences. She came in a few days later, hugging me and telling me how much the card had meant to her. She went on to say that our fitness club was such an important aspect of her life because she knew that we all care about our members.


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Judy Ferrier club manager, Absolute Fitness for Women East, Windsor, Ont. www.absolutefitness.ca


Barb Gormley is the senior editor of Fitness Business Canada, a freelance writer and editor, and a certified personal trainer. Contact her at www.barbgormley.com.


May/June 2013 Fitness Business Canada 29


year or so ago a long-term mem- ber’s dog passed away suddenly.


and hadn’t received a response. When I saw this email it distressed me, so I called the customer immediately to apologize and to thank her for her pa- tience with us. She ended up buying a $250 gift card for personal training for her mother. After personally sending off the gift card, I handwrote a mes- sage to the customer on a Fitness on the Go card, thanking her for her busi- ness and apologizing for the mishap. I also included a $100 gift card for her.


J


Dan Mezheritsky president, Fitness on the Go Vancouver www.fitnessonthego.com


ust last week someone emailed to say they had called us three days ago


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