SPA AREA AFTER
Tips for saving money and staying
on budget 1. Make sure you have detailed ar-
chitectural and design drawings since change orders can balloon construc- tion costs and extend the schedule once the project starts. Credits and deletions are generally paid at pennies on the dollar. 2. Don’t plan to include penalties or
Adelaide Club, Toronto
what is upsetting them. You’d be amazed at how quickly a tense situ- ation can be de-escalated by asking an upset member, “What can we do to make this better for you?” Often times their responses are incredibly reason- able, and we do our best to accommo- date them.
CL: Of course there are going to be really upset members. The best way to manage them is to be present and to listen. We first sit down, listen and show empathy and give the member
WOMEN’S SHOWER AREA AFTER
the opportunity to vent and explain. We don’t necessarily apologize. Instead we say, “We’re sorry your workouts are going to be interrupted, but it’s just for six months and we’re doing every- thing we can.” We keep the message more positive in our marketing materi- als. FBC
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.
bonuses for missing or meeting dead- lines. This typically only happens with the building of big towers, and you pay a substantial premium to include these in a contract. 3. We’ve had success using a tender
process, re-hiring people and compa- nies whose work we have liked in the past, and finding companies that un- derstand what it’s like to work in a club environment and are able to make changes and adjustments as required. 4. A weekly site meeting with ar-
chitects, engineers, etc., as well as a weekly meeting with your in-house team and designers can help ensure you are on top of everything and are addressing any potential changes. - Matt Cassells, general manager, the Adelaide Club, Toronto
Adelaide Club, Toronto September/October 2017 Fitness Business Canada 23
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