Geared Up Issue 2 2016 | Page 41

“We use all similar systems,” Willaeys said. “We add required reading and have a team-building process so they can seek out continuous training and development toward promotions.” In Planet Fitness Midwest’s 18 clubs, Hamilton said new hires follow a simple regimen in their first days. “Besides PFU, all a new hire will do for PFMW clubs in the first two days is hi/ bye and checking the locker rooms and club every 15 minutes. Period!” he said. “With a new employee only practicing 10/5 and the locker room checks, it impresses upon them the importance of these tasks. If they can't handle giving great customer service and greeting our members and keeping the locker rooms clean, we don't want them working more than two days.” An Eye on Appearance Clean. Clean. Clean. It’s a priority in club operations. “All staff are assigned equipment to clean from a pre-set cleaning list,” Hamilton said. “We also use a laminated list of extra cleaning duties we want to do daily that, once completed, staff will cross off with a dry eraser.” In Newman’s 12 clubs, the daily cleaning schedule comes with full instructions on proper cleaning techniques and correct chemical use. The panel also suggests conducting internal mystery shops on a predetermined basis and self Brand Excellence reviews. A Good First Impression Making the transition from presale to opening can be chaotic, but preparing staff ahead of time helps make the move easier. If possible, recreate the feeling of an opening by training staff in a very busy club. “The more prepared you are for any situation, the better off you will be when you have 1,000 members-plus working out, 100-plus people signing up, and the craziness and excitement of a brand new PF,” Newman said. “Try to provide as much staff as possible during the grand opening period and the first few months because new members always want and need to know how to use everything in the gym, especially the BCM amenities,” Newman added. To ensure all club tours are conducted the same, give group tours to staff and prepare staff for opening by having them work in uniform during the presale. Because new members will have questions about Black Card membership, provide ample instruction on BCM benefits. Additional recommendations include: • Make sure the front desk is set up and organized. • Hold a staff meeting before opening to go over club rules. • Stay on top of customer service! • Be prepared for turnover during the transition. Whether you’re opening a new club or evaluating current policies, the PFIFA Best Practices in Club Operations panel provided pointers and procedures proven to be effective in operating a successful club. G Jessica Loeding is the PFIFA director of communications and editor-in-chief of Geared Up. You can reach Loeding at 678-7975160 or [email protected]. Motorola Two Way Radios Will Help You... SMALL, COMPACT AND LIGHTWEIGHT NEW DIGITAL TECHNOLOGY DLR SERIES CLP SERIES • Inform trainers of client arrival • Communicate discretely and effectively in ANY situation • Increase new memberships Improve your Member Satisfaction with Instant Communication WAY radio solutions. 2wayradiopower.com www.2wayradiopower.com • [email protected] MOTOROLA and the Stylized M Logo are registered trademarks of Motorola Trademark Holdings, LLC and are used under license ©2016 Motorola Solutions, Inc. All rights reserved. GearedUp | 2016 Issue 2 Powerful TWO 39