» Retention


Present Like a Pro


Walk into any fitness facility and it’s easy to spot the true professionals


BY BARB GORMLEY


desk and onto your gym floor? Cared for, fully satisfied, part of a fitness fam- ily? Or something else? While members may not be able


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to completely articulate what creates member satisfaction, fitness industry veterans certainly can. And of course, it’s all about the staff. In fact, it takes a veteran pro just a


few minutes of simple observation of a club’s staff members to give the club a thumbs up or thumbs down. What do you see and hear when you


22 Fitness Business Canada Spring 2019


hat do your members feel when they walk in your front doors, past your reception


objectively evaluate your club? Are your staff members presenting them- selves as top flight professionals? We asked several long time manag-


ers, consultants and trainers for their input on the subject. When they walk anonymously into a club, here’s how they spot the pros.


Personal Trainers • When I see a trainer with a


clipboard it shows me that they are organized and have a plan and that they aren’t just giving a random workout. I like seeing trainers use other tools too. For example, I encourage trainers to use a long dowel


to assess proper squat form. It shows people that you know your anatomy and body mechanics. Seeing a trainer doing a seminar on the gym floor also makes a great impression. Darlene Burgess, owner, Fitology Training Systems, Paris, Ont.


• I like hearing trainers asking new


clients to demonstrate how they’re currently performing an exercise. If for a chest press the client has his back arched, feet barely on the floor and wrists out of alignment, it’s a great op- portunity for a trainer to demonstrate their expertise. Correcting these errors also underscores the value of the train- ing investment. Darlene Burgess


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