Need Employees that Reflect Well on You?
Steller Solutions,
I am the owner of 2 health clubs and one of the services we offer is one-on-one personal training. The personal trainers are independent trainers that have obtained our permission to do business in our club and are hired directly by our customers. In the past we have allowed them access to our customer lists for their marketing purposes. I am concerned about one of the trainers. I don't feel he is a good fit for our club, and he makes me and some of our customers uncomfortable. I'm not sure how to handle this situation. I'm worried if we revoke his permission to operate his business out of our club that there will be legal ramifications. What's your advice?
Darlene
Spokane, WA
Hi Darlene,
Without knowing more details of this situation, I hesitate to give specific advice concerning what appropriate course you should take. For example, if the situation you are dealing with could be remotely viewed as a discrimination based on age, race, sex, religion, national origin, or disability; your choices of action may be limited. A good resource is the Employment Law Information Network web site www.elinfonet.com/stindex/48 . Since the laws vary under different circumstances, I would recommend checking with your attorney or legal council to make sure that you're following WA state labors laws and not leaving yourself open to litigation.
That being said, I agree it's a concern that one of your trainers is not measuring up to the high standards you want for you business. To prevent this from occurring again, I recommend you define in writing your expectations for personal trainers operating within your club. Determine objective ways to measure professionalism, training competence, and customer service. The more measurable and objective the criteria are, the less room for misunderstandings. Talk to all the trainers about your expectations. If any of the trainers aren't conducting themselves or their businesses in a way that's consistent with your agreed upon expectations, a discussion between the owner/manager and trainer should take place. Make sure to document any time there is an issue that is contrary to your agreed conditions. When it becomes obvious that an individual isn't a fit, then it's time for them to find employment elsewhere.
Personal trainers are just one part of your customer service. It's important to "Wow" your customers in all the ways that they experience your business. This can be anything from the front desk greeting to the types of equipment, the availability of assistance, the convenience and cleanliness of the locker room, and the quality of towels. When your customers get a consistent positive experience every time they come to your business, they become loyal satisfied customers. It's important to define in writing what this looks like for everyone in your business: from the systems for check-in, towels, or locker rooms to the expectations for personal trainers. This requires up front planning, documenting those expectations and training your employees. We work with our clients to develop effective systems and processes and provide staff training if desired. In your case, I would recommend providing more customer service training for those employees that are coming in direct contact with your customers. If the right people with the right skills are in place and following your business systems and processes, you will consistently deliver the high quality experience that your customers know and love.
Whether the personal trainers are direct employees of the club or are independent business owners operating out of the club, the bottom line is they are a reflection of your business.
Best wishes,
Julia Robinso
Steller Solutions
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