Get Out of your Comfort Zone

Expand your knowledge base to improve the customer experience and bump up sales


so far. If you haven’t already, set some goals and invest in yourself. Challenge yourself to get out of your comfort zone and learn something new. If you are a personal trainer, attend a profes- sional development session on net- working or membership sales. If you are a membership advisor, learn some- thing about exercise physiology. Time and time again, a communica-


tion gap between departments is the root of issues in an otherwise excellent

14 Fitness Business Canada July/August 2017

ith 2017 more than half way behind us already, it’s time to ask yourself what you have learned this year

member and client experience. To bridge this gap, departments need to work together more effectively by re- specting and understanding each oth- er. We need to open the lines of com- munication to understand each other better and to help each other get bet- ter. Smoother transitions in the mem- ber experience between departments result in better retention, more refer- rals and higher club utilization. If your team attends a professional

development event together, ensure that everyone attends at least one ses- sion that is in a new category or that covers a topic outside of their current responsibilities. After the event, have each team member present their find- ings at a meeting.

Make cross training with other de-

partments a part of your onboarding program, and include it in all leader- ship agendas. Get creative and develop an orientation agenda for new hires where they must do an “around the club in 30 days” rotation where they spend time in other departments. This year, make your learning

unique and push your limits. Your members will respect you and you will feel empowered.

Paula Comfort has 20+ years of experience in the fitness in- dustry. Most recently she was managing director of Fitness for Spa Chakra Inc., a luxury spa and health club company where she started the division.

Previous roles include area vice-president of The Sports Clubs of Canada/Bally Total Fitness. She is currently a partner in her own consult- ing company, 360 Impact Group. Contact her at or 416-565-6025.

Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40