Staff Smarter
Continued from page 33
2016 Issue 3 | GearedUp
differently here,’ they usually understand it better.”
In addition to cross training,
Anchor Management also implemented a three- to five-tier system to
make sure they aren’t scrambling when
life inevitably gets in the way. Each club
has a manager and an assistant manager,
but most clubs also employ a manager-intraining, an assistant manager-in-training and
a team lead. This way when someone is terminated,
moves, is on bereavement leave or calls in sick the process goes
more smoothly.“If something happens in their life and they can’t
cover their role, you have someone previously trained so they can
move right into that role,”said Choquette.
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Make it fun. You can set up all of the rules and goals
that you want, but nothing says great customer service like
employees who love the company they work for. Choquette
understands this and recently started a program called
“Teambucks.”
At each monthly manager meeting, employees set up three
SMART goals – an acronym for specific, measurable, attainable,
realistic and time-based. These can be either an individual club
goal or a franchise goal, but all goals are centered on increasing
club revenue in some manner. For each goal that is met at the
end of the month, clubs get $200 in “Teambucks.”One popular
SMART goal is to raise the Black Card Membership by .25 percent.
Another is to increase club retail sales by a specific dollar amount
compared to a previous time frame.
A total of $600 can be distributed to each club, but the club must
generate more revenue than the
“Teambucks” bonus to be paid out.
Anchor Management must also
approve how each group plans to
spend their “Teambucks.”
In the past, Anchor Management clubs have used their “Teambucks” for anything from paddle
boarding and kayaking to starting an
employee volleyball team and going to dinner. One club even
used their “Teambucks” to send a special needs customer to a
WWE wrestling event and bought him a replica championship
belt.
“We basically say if you can meet your goals then we give
you the opportunity to put some money toward you and having
some fun with your teammates, and that’s basically how we do
it,” said Choquette.
This process makes sure everyone is working toward a
common goal and has some incentive to go the extra mile
month after month.
“If you want to get more revenue out of your members and
you want a better feeling for your members then you have to
Employees at a Wilmington, North Carolina, Planet Fitness used their
“Teambucks” to send a member, Alex, to a WWE wrestling event. Several
employees went with Alex to the event and invited one of his family
members. The team also purchased a replica belt for him.
Employees from the Myrtle Beach, South Carolina, Planet Fitness used
their “Teambucks” to go to a group dinner.
One of Anchor Management Group’s Savannah, Georgia, teams used
their “Teambucks” to take a trip to Six Flags.
spend some money, but by spending money to teach and train
your team, they have a valid place they want to work,” added
Choquette.“You end up promoting from within.” G
Christina Cannon is the PFIFA communications manager and
the associate editor of Geared Up. You can reach Cannon at
678-797-5160 or [email protected].