Our Biggest Problem

Do you know what our biggest problem is?  It is probably your biggest problem too.
Here it is…ready?


That is right.  The biggest problem working in the fitness industry is that we are offering a product that most people hate.  So each and every one of us has to do whatever we can to make the experience as enjoyable as we possibly can.

We have to be in the business of getting our members and clients to really like each and every single one us, enjoy being around us, enjoy our environment and how they feel every time they come and see us.

The statistics show that 80% of people who stop coming are new members/new clients.  They join with great intentions of coming regularly and for whatever reason, we weren’t able to help integrate them into our ‘family’.  They stopped coming because they didn’t feel comfortable, didn’t feel welcomed, didn’t enjoy their time with us…Ultimately, we did not deliver what they expected or needed  No one will ever leave us for any of the following reasons:

  • ‘I stopped coming because I had way too many friends there.  Every time I go, people want to talk and laugh and go to lunch after.”
  • “I quit because the staff is entirely too friendly and fun.  They’re always introducing me to other people.  Always trying to help me.  Always making me laugh.”

So what can we all do about it?
We can all start by assessing our initial greetings to all members/clients.  Ask yourself –

  • Do you smile with big teeth and bright eyes?
  • Do our clients know that you are happy to see them?
  • Do you make a point of conversing with each member/client by offering a compliment on their consistency or their appearance, asking a question, inviting them to a new class, informing and inviting them to an upcoming event (I’d love for you to join us…It’ll be so much fun), making a statement….
  • How many people do you know by name?
  • How many of our members/clients know your name?
  • Do you pay attention, focus and drop everything when a member/client approaches – do they feel special and important?
  • Do you have a serving attitude by asking clients/members if you can get them anything (some more water, a magazine, an apple)?
  • Do you use serving language (Absolutely; No problem; Definitely; How can I help you; I’d love to do that for you)?
  • Do you show enthusiasm in your voice when interacting with members/clients (That’s wonderful!; Wow!; Brilliant!)
  • Do you introduce members/clients to each other?

Evaluate these questions and answers carefully and make changes where necessary!

Group Fitness Instructors:

  • Do you spend time walking around the room, spotting technique, making eye contact with each and every single participant?
  • Do you take the time to introduce yourself and participants to each other?
  • Do you incorporate fun drills that get clients/members laughing, having fun and getting to know each other?
  • Do you ensure you offer lots of options and movement modifications so participants don’t feel bad if they can’t keep up or perform the movement correctly?


  • Do you spend time calling clients and letting them know how much you enjoy working with them?
  • Do you call clients you haven’t seen for a while?
  • Do you spend time on the floor talking with clients/members and making sure everyone is exercising safely and effectively?

It is these little, consistent daily things that you can do that will make a huge difference to how someone feels when they at your facility.  And if they love you, they’ll come regularly.  We all know that this consistency will help them to achieve their goals and will positively impact how they look, how they feel, and all other areas of their life!

Thanks for working together to change the world – one person at a time!

Want more great ideas on how to motivate and train your staff?
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Yours in Health, Fitness & Business,
Sherri McMillan

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