The 4 Most Expensive Words in Your Gym
Can you honestly say no staff member has ever said, “That’s not my job”?
Sure, everyone knows their primary role. The top line of their job description. What about the small roles that actually keep members happy and have them tell their friends.
Improving your member experience by just 1% isn’t about big spending. It’s about your team understanding their impact beyond the written job description.
When a front desk staff welcomes a PT client, or a trainer promotes a group class, those little moments compound. On the flip side, when someone shrugs responsibility, it grinds the whole membership machine.
Think of your team as cogs in a wheel. When aligned, the wheels spin smoothly. Just 1% out of sync, and everything slows down.
This week, ask your team:
- What’s your primary role?
- What’s your role in referrals, retention, or creating magical member experiences?
When every team member knows how they contribute, your business will grow and your stress as an owner reduces.
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.