event review
Wow’, repositioning it as a specialist in customer service rather than an online shoe retailer. “We decided that customer service shouldn’t be a department – it should be the entire company,” he explained. Business decisions are not made on the basis of how they will improve effi ciency or productivity, but on how they can enhance customer service. Zappos’ core values guide every
decision their employees make, from handling a phone call to hiring a new employee. When a prospective employee interviews for a job at Zappos, they are greeted by a complimentary shuttle
at the airport. “At the end of the day, however well the interviews have gone, if the shuttle driver wasn’t treated well, we won’t hire that person,” Hsieh said. Hsieh doesn’t suggest that every
company should adopt Zappos’ core values. He does, however, encourage businesses to defi ne values of their own and then commit to them. And by committing to them he means “hiring and fi ring people based on those core values, not on job performance.” Two books he recommended to
everyone looking to develop the culture of their business were Jim Collins’ Good to Great and David Logan’s Tribal Leadership.
DAVID STALKER, CEO, FIA EVENT OVERVIEW
A
Fun: Fitness classes and demonstrations raised the energy at the show
JOE MOORE, PRESIDENT & CEO, IHRSA PRESIDENTIAL VERDICT
our collective achievements and growth over the past three decades. Celebrating IHRSA’s 30th Anniversary
I 64
International Convention & Trade Show were over 10,400 industry professionals representing more than 70 countries, including 7,000 convention and trade show attendees, with 305 exhibitors on a sold- out trade show fl oor occupying 13,100sq m (141,000sq ft) of exhibition space. Even more impressive than these
numbers, however, was the energy. I experienced it fi rst-hand, and I heard
HRSA30 commemorated the finest of the global fitness industry on this anniversary year, as we celebrated
about it from nearly every attendee, vendor and presenter with whom I spoke. The vitality and passion on display during IHRSA30 bodes well as the fi tness industry prepares to climb to new heights over the next 30 years. The planning is already underway for
IHRSA’s 31st anniversary International Convention & Trade Show, to be held on 14–17 March 2012 in Los Angeles, California. See you there!
Read Health Club Management online at
healthclubmanagement.co.uk/digital
ll the usual faces, from operators
to suppliers, joined us out in San Francisco for the biggest FIA trip in years, and the atmosphere at IHRSA this year was fantastic. What with the Zumba classes and Batuka demonstrations, the trade show certainly had some energy. Our area of focus was, as always, the
international lounge, where we spoke to other industry delegates from around the world. I was pleased to discuss our experiences of leading an industry with other leaders from emerging countries; we shared experiences and the FIA was able to offer support for their growth strategy over the coming years. It’s great to be able to mentor younger countries and IHRSA really is an opportunity to bring us together, fi nally putting a face to a name. The FIA contributed at sessions
such as the global federations meeting, music licensing strategy meeting and the club certifi cation session, alongside some impressive speakers. I particularly enjoyed the general session by Tony Hseih, CEO of online shoe and clothing shop
Zappos.com – what a wealth of knowledge he brings to our industry. This year was my 19th IHRSA,
with many of these taking place in San Francisco, and it’s a great venue, complemented by great people. Even the bad weather couldn’t spoil it for us!
Hold the date: Next year’s event will take place in Los Angeles from 14–17 March.
may 2011 © cybertrek 2011
Try it: Attendees were able to have a go on all the latest innovations in equipment
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