Serving our members is NOT the most important part of the fitness business owner’s day.
We are in the people business and without the fees people pay us, we cannot pay the business’s bills and we are out of business. But why do we think it’s all or nothing?
I see owners late for critical meetings, missing important personal appointments, missing family time all because they had to attend to a member’s immediate concern. Usually, the member expresses a concern before a session, or more often, on the way out the door after a workout.
These unannounced meetings gobble up time at an alarming rate. Other important priorities are put on hold. The squeaky wheel has gotten the grease, the owner’s attention, and every other priority has been put in a holding pattern.
Keep a perspective:
We live in an increasingly lonely world. Very often what starts as a concern about the business is actually a deeper personal need that would be best solved by a friend, rather than a business owner. But as we know those lines get crossed all the time in the fitness world.
People have a real need for human connection and a gym is an ideal place for this connection.
Maintain an attitude that welcomes feedback and build a culture around it, while at the same time, carefully protecting your time and energy.
Here are some things to do when you are unexpectedly cornered with a member’s concern and you have a schedule to maintain. First, determine if it is a business or personal issue and proceed accordingly.
For business Issues:
- Express appreciation for the feedback, and explain the challenge you have with timing.
- Get a very quick overview of the issue.
- If you need more details, schedule an appointment (personal of phone conversation) when you have the time to understand all the details.
- If you don’t need more time (#3 above) agree to get back to the member in 24 hours or less with an update.
For personal issues:
- Affirm the friendship.
- Explain the challenge you have with timing and suggest an alternative time to talk.
- Re-schedule for a better time, hopefully during one of your scheduled office times.
- Follow up as agreed.
People want to be heard. People understand schedules. People understand that the business owner is busy. As long as they are heard and a “next step” is outlined, they are usually very understanding, appreciative and cooperative.
Stick to your plan and be consistent with everyone.
Promote this personal attitude and business culture through your coaches’ training sessions, your website, your member communications materials, and your personal modeling.
