The Biggest Mistake Gym Owners Make with Their Staff
Willy is a locker room attendant at Club Greenwood in Denver. He might know more about what members want than anyone else in the organisation.
He listens. He takes notes. And crucially he closes the loop – he goes back to the members with decisions or results of their feedback.
Willy is proof that the smartest insights often come from the most overlooked roles.
Your frontline staff:
- Hear every member complaint
- Watch what works and what doesn’t
- Feel culture shifts before you do
Many owners and managers send the unspoken message: “Your job is to do—not to think.”
That’s the biggest missed opportunity in our business.
Here’s the next move, ask your team: “If you ran this place for a day, what would you change?”
You might be shocked by what you hear—and grateful you asked.
Justin is the Managing Director of Active Management, which he began January 2004. He offers coaching to businesses worldwide in everything from start up and design to marketing and sales systems. Justin also facilitates four Australian and New Zealand ‘fitness industry roundtables’ events, which allows him to see a huge cross section of business models.