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IHRSA EUROPE UPDATE


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IHRSA awards recognise excellence • pam o’donnell • ihrsa vice president – member experience


customers, and to the improvement of the entire health and fi tness industry. T e Julie Main Woman Leader


I


Scholarship and the Outstanding Community Service Award are both given out during IHRSA’s annual International Convention & Trade Show. T e fi rst goes to a woman who


exemplifi es what my friend Julie Main stood for: courage, perseverance, excellence and professionalism. Before she passed away in 2009 aſt er a long battle with breast cancer, Main was the co-owner and president of the West Coast Athletic Clubs in California. She was a former board member and past president of IHRSA, as well as an industry speaker. She created a thriving community organisation – the Cancer Well-fi t Program – which has enabled cancer patients to feel better about themselves and cope with cancer through exercise. Linda Mitchell, a 30-year employee


of Newtown Athletic Club in Newtown, Pennsylvania, US, was awarded the scholarship in 2012. Each year, Mitchell oversees the distribution of more


HRSA’s awards programme recognises members of the association for their service to their communities, their


than US$1m of charitable donations (monies, free memberships, personal training, spa services, fi tness equipment and so on) to ensure that the donations are spread across a balanced cross- section of worthy organisations. T e Outstanding Community Service


Award is presented to an IHRSA member who has made a long-standing commitment to making a diff erence in, and beyond, their local community. Trina Gray, the owner of Bay Athletic


Club in Alpena, Michigan, US, was recognised as this year’s Outstanding Community Service Award winner for her work with children, a women’s shelter and a local assisted living centre. T e largest contribution the outreach


has made in the community is through the club’s six-week Corporate Fitness Challenge. Based on the simple truth


Ask the experts...... ‘Firing’ a member


“We have a member/PT client who continually shows up late, cancels workouts at the last minute, and always seems to have something to complain about at the club. It has become increasingly diffi cult to work with her and we have even received complaints from other members. Is it possible to ‘fi re’ a member?”


“It’s very possible, but as with an employee, you should have a process so you are treating members fairly. “In this case, you might want to start


with a PT agreement that outlines the prices, policies/expectations, etc. If you are late for a session, it will be cut short and end at its originally scheduled end time. Sessions not cancelled 24 hours in advance will be charged (either fully or


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with the client to let them know their behaviour is adversely aff ecting others. First off ence, verbal warning; second, written; third, terminate the membership. Always use common sense and discretion. As a private club, you have to protect the environment of your staff and other members. Of course you want to ensure staff


McBride recommends a PT agreement for clients


half rate). You set the expectations in the beginning, so the client is aware. When there is an issue, someone


(the trainer, fi tness director or GM) needs to privately have a conversation


Read Health Club Management online at healthclubmanagement.co.uk/digital


never make any decisions based on any form of discrimination. However, there are times when you have to tell a member what is acceptable and what is not with regard to their behaviour in the club.” Bill McBride, IHRSA president, and president & COO of Club One, Inc.


Read more answers to this question at ihrsa.org/industryleader


september 2012 © cybertrek 2012


Award winners: Trina Gray (above leſt ) and Linda Mitchell (above right)


that ‘change is hard, but change together is easier’, Bay Athletic Club’s Corporate Fitness Challenge has improved the lives of thousands of families, individuals and businesses. T e success of the programme extends well beyond the club’s community, as Gray has shared it with clubs as far away as Hawaii, Singapore and Sweden. Health and fi tness clubs around the


world are making a diff erence, and IHRSA wants to recognise them. For more information and to apply for either award, please log on to the website at www.ihrsa.org/awards


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