The EQ Edge: 10 Key Takeaways for Gym Owners and Managers
Here are 10 key takeaways for gym owners and managers from Lindsay Vastola’s session on Emotional Intelligence (EQ) in the fitness business:
- Soft Skills Have Hard Costs
Ignoring emotional intelligence can be expensive. Lindsay used an example of “Debbie” where a lack of empathy and connection could cost a gym over $10,000 in missed revenue and referrals. Soft skills = bottom-line impact.
- Assume Nothing. Train Everything.
Staff don’t automatically see what you see. They won’t notice dirty corners, missed greetings, or subtle customer cues unless you train them explicitly and repeatedly.
- Operationalise Emotional Intelligence
EQ isn’t a vibe. It’s a skillset. Leaders must embed EQ into hiring, training, team development, and performance reviews using structured tools and exercises.
- Use EQ to Drive Accountability
Want staff to “own their role”? Start with clarity: define their top 3–5 responsibilities, their 1 to 3 goals, and how their role connects to your business goals. Tie everything to purpose and personal motivation.
- Empathy Is a Leadership Superpower
Empathy isn’t kindness. It’s the ability to see the world through someone else’s eyes. Great leaders meet employees where they are, especially when coaching younger or less experienced team members.
- Repeat Yourself 7 Times (or More)
Key messages don’t stick the first time. Be prepared to coach, remind, and reinforce your expectations through multiple formats, for example team meetings, emails, one-on-ones. Have no fear of “micromanaging.”
- Hire for EQ, Not Just IQ
All else being equal, hire people with strong interpersonal skills, emotional regulation, and self-awareness, even over those with better resumes or more technical experience. EQ is the top predictor of success in fitness roles.
- Use EQ-Focused Interview Questions
Ask questions that reveal mindset and behaviour:
- “Tell me about a time you went above and beyond for a client.”
- “Who do you admire and why?”
- “What would you do if your car broke down before a shift?”
These scenarios expose problem-solving, values, and emotional maturity.
- Beware of the Peter Principle
Promoting high performers without upskilling them for their new role often leads to failure. A great sale person may struggle as a sales manager or fail as a GM without tailored development.
- Train One Soft Skill at a Time
Choose one skill (e.g. giving feedback, handling conflict) and work on it intentionally over 30 to 90 days with role plays, coaching, and content. This builds confidence and deepens competency. Most importantly, these are skills for life!
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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.