Are you watching your monthly membership sales decline and don’t know why?

We recently took on a client club whose sales were on a steady decline.  Of course, we heard the normal push-backs such as to much competition, time of year, rates are too high, marketing is not working, etc.  One of the first things we will normally do is listen in to call-tracking results on incoming calls – most of this is tied to direct mail marketing.  In this particular case, a prospect called in asking about membership rates.  Not only did the club representative not follow the provided script, but when the caller volunteered that she may have called the wrong club, the club rep offered to find the phone number of the competitor. You may be thinking this was a new rep that was answering the phone prematurely…..unfortunately, it was the club manager.

Do you know what your salespeople and front desk staffers are saying over the phone?

92% of customer interactions happen via the phone.  85% of customers report dissatisfaction with their phone experience.

Do you have a written phone script? If not, you need to get one and it should be memorized to the point of being second-nature. Regular training and role-playing should be done to be sure everyone is on track.  And be sure to listen to your call tracking notes…this will only be important to your staff, if it’s first important to you.  You must inspect what you expect.

A customer is 4 times more likely to buy from a competitor when ignored.

Are you ignoring your customers?

Many clubs will put a significant effort into getting the phone to ring and people to walk through the door, but then don’t maximize the opportunity to increase membership sales when the salespeople fail to follow up.

48% of salespeople never follow up with a prospect.

25% of salespeople make a second contact and stop.

12% of salespeople only make three contacts and stop.

Only 10% of salespeople make more than three contacts.

80% of sales are made on the fifth to twelfth contact.

The biggest reasons we find salespeople do not follow up like they should – they simply don’t know what to say.  Web leads, for example, on average, require 8 attempts before contacting….you may speak to some web leads right away which means someone else make take 16 attempts.

The key to successful follow up is to commit to it, get creative on different ways to do it and understand that speed is power.

Do you know what your salespeople are saying? Can your salespeople pass the test?  If you would like for us to phone shop your club, just email jthomas@fmconsulting.net or call 800-929-2898.

Now, go learn that script!

Jim Thomas is the founder and president of Fitness Management USA Inc., a management consulting and turnaround firm specializing in the fitness and health club industry. With more than 25 years of experience owning, operating and managing clubs of all sizes, Thomas lectures and delivers seminars and workshops across the country on the practical skills required to successfully build teamwork and market fitness programs and products. Visit his Web site at: www.fmconsulting.net.

 

What’s the #1 Problem for your Gym? Obscurity

That’s right! We see it frequently in clubs. No one knows that you’re out there and those that do don’t have you at top of mind.

Many clubs are only doing a couple things to drive guest traffic and most do not have a specific plan for retention. They vastly underestimate what it will take to avoid obscurity and attract attention to themselves.

We received a call from a gym owner recently. He said he had been going back and forth to our web site and considering hiring us to help him get his gym back on track. When asked what finally prompted him to call, he said a guest came into his gym the previous evening, was very impressed and joined. Upon joining, they said, “this club is the best kept secret in town.”

Is your gym the best kept secret in town?

Here are some simple and easy ways to avoid obscurity and to attract attention and stay top of mind;
1. Get an app and then use it. Too many clubs don’t have a club app…and those that do aren’t doing enough to get people to download it. Include a paragraph in your new member letter letting your new member know this is your primary communication tool with members…such things as inclement weather, class changes, special offers, etc. For people who do not join, let them you provide information on the club app on how to lose weight and stay in shape.
2. Twitter. One of the first things we suggest is to follow all the local media in your area; newspapers, magazine, radio stations, television stations and companies you would like to have an association with. When appropriate tag them, send press releases and generally let them know that you’re available.
3. Street Team. In most clubs, this may be one person whose job is to drive guest traffic and attract attention to your club. Getting out print work every day, one-on-one referral presentations in the community, working your lead box program.
4. Follow up. So much effort goes into getting a lead, don’t drop the ball by not following up. You must get creative with your
5. Resource Center. This is a great follow up tool for those that don’t join your club right away. Provide daily tips on exercise and proper eating for those that travel, have limited time, are trying to do it on their own. This will help with member retention along with staying at top of mind for prospects that may eventually join your gym.
6. Motivation. Daily affirmations to help keep everyone excited and focused on getting results at your gym
7. Sell a membership (or anything else). Of course, links to sell membership, personal training, etc.

Now, go attract attention to your gym!

Jim Thomas is the founder and president of Fitness Management USA Inc., a management consulting and turnaround firm specializing in the fitness and health club industry. With more than 25 years of experience owning, operating and managing clubs of all sizes, Thomas lectures and delivers seminars and workshops across the country on the practical skills required to successfully build teamwork and market fitness programs and products. Visit his Web site at: www.fmconsulting.net or www.jimthomasondemand.com.

Would you like to double your gym membership sales?

This is a story about three very different types of clubs. All in three different parts of the county, but they have a few things in common. They were all struggling in membership sales production as a result of a poor sales process and poor sales fundamentals.

In 30 days each club had doubled their membership sales production plus they doubled their contact value (by selling a 24 month agreement instead of a 12 month agreement.) Of course, this kind of success sets the stages for others successes to come.

Here’s how they did it.

Process

1. They gained immediate control over the non member traffic coming into their club and now required each guest to register in.

2. Each guest is now completing a Needs Analysis to help determine goals and what they want to accomplish.

3. The membership rep is now giving a tour based on the Super Objective (emotional reason the guest wants to accomplish their goals).

4. The membership rep is now sitting down with each guest and giving a membership price presentation based on benefits with a strong reason to buy today (that is not price related).

Fundamentals

1. All sales staff is learning how to be agreeable. For example, if the guest says “that’s a lot of money or that’s a long commitment,” the sales rep now says, “yes, I agree, that is a lot of money, a lot of our members say that, but you should see the smile on their face when they lose that 20 pounds and have that waist line down.” This works much better than simply defending your position.

2. The sales staff is now selling desired outcomes (Super Objective) instead of giving a tour the only points out the features and equipment in the club.

3. With decent boldness, the sales staff is now asking for the sale. They have learned that if you don’t ask, the answer is always no. There is still more work to be done, but each club is well on their way to success.

Now, go double your sales!

Jim Thomas is the founder and president of Fitness Management USA Inc., a management consulting and turnaround firm specializing in the fitness and health club industry. With more than 25 years of experience owning, operating and managing clubs of all sizes, Thomas lectures and delivers seminars and workshops across the country on the practical skills required to successfully build teamwork and market fitness programs and products. Visit his Web site at: www.fmconsulting.net.

I Have a Question for You: Who’s driving the sales process – you, or the gym guest?

Selling a gym membership is like driving a car down the highway: the person who asks the questions gets to sit in the driver’s seat and control the direction of the sale, while the passenger—the person who answers the questions—goes along for the ride. Unfortunately, many gym sales people feel that they are selling when they respond to their prospect’s questions.

With the belief that “telling is selling,” many gym salespeople have been trained to spend the majority of their time talking about their clubs features and programs. It is an ineffective approach, though, and will only invite comparison to other clubs. The most effective way to control the sale with a guest in your gym is to ask more questions. It’s that simple.

We want to be careful to not mistakenly believe that demonstrating how smart or knowledgeable we are about the club and will help our prospect make a buying decision. In reality, the prospective new member takes control of the sale whenever he moves into the driver’s seat by asking questions.

You can also lose control of the sale if you aren’t asking the right kinds of questions. Many gym sales people who have learned to ask questions all too often sound like this:

“If I could lower that joining fee and save you money, would you be interested?” “What will it take to earn your business?”

The problem with questions like these is that they do not help you gain the knowledge and information you need to effectively present a solution to your prospects problem— and these questions only demonstrate a lack of sales ability that will quickly cause the prospect to lose interest in the phone call, the tour or the membership price presentation – or stop driving and get out of the car.

Instead, let’s ask high-quality questions that will not only make your prospect think but will also demonstrate your health club’s product knowledge and expertise. For example, focus on these:

  • the prospect’s goals,
  • his super objective (hot button)
  • his fitness challenges

This approach helps you gain more insight to your prospect’s situation, which means you will be able to present an attractive solution while selling on benefits and results, not features and price… and get him to join your club today.

Here are some proven tips to help you develop good sales questions when touring your health club with your prospect::

  1. Consider the person who is touring the club. Probe. Probe. Probe. Questions about the prospect’s goals, super objective and the challenges and barriers that are preventing her from reaching those target goals will give you valuable insight. Remember, professional gym salesmanship is more about gathering information than giving information.
  1. As a professional gym salesperson, determine your key objective with your guest. What information do you require in order to move the sales process forward or determine the best solution for your prospect or guest? Your questions will vary depending on the prospect.  I remember first starting in sales, and if I could find out the first thing they were going to do when they lost the weight, I knew I could close them today.
  1. Use “what” questions. What caused the weight gain? What were you doing when you were in your best shape? What action are you taking right now to achieve your goals? What specific challenges or obstacles are preventing you from reaching your goal? What kind of results are you expecting? By determining the cause of your prospects problems, you will be able to better adjust your tour and presentation…and then show your prospects how the program at your gym is a solution.

In today’s ultra-competitive gym world it is actually easy to stand out from the competition. Most gym sales people are so focused on trying to get the sale that they don’t learn anything about their prospect’s situation. If you truly want to control the sales process in your club and positively influence the outcome, you must teach yourself to ask questions instead of talking. Contrary to popular belief, telling is NOT selling.

Now, put yourself in the driver’s seat go ask the right questions!

 

Increase Gym Sales (starting) Today!

That’s what everyone wants, right? Do you have a plan in place to get this done?

Would you like to dramatically increase your sales in your gym starting today?  Then start to focus some of your club sales efforts to enticing your current club members to buy again.  Now, that is not to say you should stop your focus on driving new membership sales, this will always be a membership driven business.  Now with that said, your best sales prospect is a member that’s already in your club – in other words, one of your current gym members.

If you start focusing your club sales efforts on your existing members, you’ll be able to increase your gym sales dramatically. And these ideas to increase gym sales will help build member loyalty, too. We have taken these ideas from a sampling of clubs across the country…try some of these ideas to increase your gym sales:

1. Set up a sales incentive program.

Give your club sales staff a reason to get out there and sell, sell, sell. Why do so many gyms that rely on their membership sales staff to drive sales have incentive programs in place? Because offering their sales staff the trips, TV’s, electronics for hitting sales number works.

And remember, everyone is in sales.  Have all club staff participate in a sales incentive program.  Don’t forget to include all club staff in sales training programs as well.

2. Encourage your sales staff to up-sell.

When I say sales staff…what I mean is “all staff.”  Essentially, up-selling involves adding related products and/or services to your gym menu and making it convenient and necessary for club members to buy them. Just placing more products near the front desk isn’t going to increase your sales much. To up-sell successfully, the club member has to be persuaded of the benefits they will receive.

3. Give your members the inside information.

Recently I was shopping at a big box electronic store. I had picked out an item and was deciding over whether to buy it or not when a salesperson came up to me and said, “I see you’re interested in that TV. We’re having a sale next week and all our TV’s will be 20 percent off. You might want to come back then.” Guess what? I did – and bought the Blu Ray and the Wii Fit as well. Lesson: if you have a promotion or special sale coming up, tell your members about it. They’ll come back – and probably bring some friends with them too. (And don’t forget – you can give your club members the inside information by emailing or calling them, too.)

4. Tier your club members.

There should be a clear and obvious difference between regular club members and other members – a difference that your regular club members perceive as showing that you value them. How can you expect member loyalty if all members are treated as “someone off the street”? There are all kinds of ways that you can show your regular members that you value them, from small things such as greeting them by name through larger benefits such as giving regular members extended credit in the juice bar or discounts n the pro shop.

5. Set up a member rewards program.

We’re all familiar with the customer rewards programs that many large companies have in place. But there’s no reason that a gym (large or small) can’t have a member rewards program, too. It can be as simple as a free smoothie on a member’s birthday or as complex as a points system that earns various rewards such as discounts on gifts and merchandise. If done right, member rewards programs can really help build member loyalty and increase sales volume.

6. Distribute free samples to members.

Why do so many gyms include free samples of other products when you join their club?  They do it because it can increase sales in many ways. As the member who just joined your club, I might try and like the sample of the new sample product and buy some of it, too. Or I might pass on the sample to someone else who might try the product, like it, and buy that and other products from the club. At the very least, the original member will be thinking good thoughts about your gym, and hopefully telling other people about your facility and products.

Attracting new members is a good thing. But attracting new members is not the only way to increase your sales. Shifting some sales focus in your club to enticing your current members can make increasing your sales easier – and best of all, build the member loyalty that results in repeat sales.

Now, go increase your gym sales, today!

www.fmconsulting.net

Do You Inspire Your Employees? Here are 10 Ways to Do It.

If you own or manage a gym, you should already know that one of your most important duties is inspiring your employees. It’s not just a nice thing – it’s a requirement. Why? Because managers are responsible for optimizing performance and retention – and uninspired employees don’t do their best work. Over time, those uninspired employees result in a club that no longer thrives.

Uninspiring managers often need to kick it up a couple notches. So with that, here are a few ideas for how to inspire others.

  1. Listen more. Speak less. Show your employees that you value and respect their input. This applies to your team members and peers.
  2. Represent your employee’s needs to senior management and with your peers. Take the initiative to make things better, and Wow — that will speak volumes about your intention to serve them. Inspiring, isn’t it?
  3. Achieve your goals, then beat them — and don’t rest until you do. Managers who settle with mediocre performance (even if they can make the case that it’s not their fault) are uninspiring. People want to work for successful leaders.
  4. Be a courageous role model. When managers demonstrate courage, they inspire the rest of us to do the same and we will respect them all the more.
  5. Run away from politics! Most people are sick of company politics and would gladly follow and respect leaders who rejected the gossip and muckety muck – even if they don’t agree with the managers all the time.
  6. Spend time in their shoes. Better yet, trade places with your employees every now and then. Show them you want to understand what their world looks and feels like. Bonus: you will learn tons in the process!
  7. Allow yourself to gain inspiration from others. Share your role models and why they inspire you.
  8. Reject those over the top perks. Good for you; you’ve earned the promotion. Don’t flaunt your goodies and take a stand to reject the big perks that separate you from your team. Think about how you felt when you were in their positions. Try to spread the wealth on great experiences like conferences, trainings, and other shared perks.
  9. Be the best expression of your unique style. Everyone is different, so don’t turn into a corporate clone. What’s more, be the classiest version of you possible.
  10. Take a stand and be bold. Share your perspective and practice openness. The most inspiring leaders have a strong vision for how things ought to be.

Have you been a bit too comfortable with things? You may not need a big change to inspire others; just remember to consistently “fill” your team with inspirational fuel.

Feel free to add to this list in the comments.

 

An Inexperienced Gym Sales Staff and Their Seven Most Common Mistakes

The heart of true customer service is a commitment to deliver your members and prospects the most professional sales and service possible. But, there are some pitfalls. In working with many gyms across the country, we work with many facilities with new or inexperienced salespeople, which may or may not include the front desk staff serving as salespeople.

We recently completed a study for a gym that was struggling with its newly hired membership sales reps. As you read our findings, think about your team stacks up:

  1. Thinking small. Want bigger sales? Think bigger. Ask these questions: “How high is high?” and “What is my maximum potential?” Over and over I see the new or inexperienced salespeople only selling the lowest price membership the club has to offer.
  1. Lack of preparation. There is an old saying: “Success happens when opportunity meets preparedness!” We find that too many gym owners are just throwing new sales reps in the fire with little or no training.  I asked one sales rep to see her price presentation sheet and she informed me that she just writes the membership prices on a back of a piece of paper. Not exactly a prepared recipe for success.
  1. Failing to establish and/or maintain rapport. All too often the new sales reps just dives in for the sale. The key here is to talk about something you may have in common, be respectful, do some fact finding on the prospect’s goals and why they are important – and THEN move toward the sales message.
  1. Failing to really commit and establish themselves as experts in their field. Again, this is about preparedness. Naturally, you wouldn’t throw someone into sales for your club who knows nothing about fitness. Even a person who knows a limited amount, though, can be bolstered with information so as to exude confidence when talking about the club.
  1. Not listening. 90% of salespeople never listen, and are doomed to ineffectiveness. This one is a biggie, particularly when we’re rushed or feeling pressure. When new sales reps do nothing but talk, talk, talk, they most certainly will never find out much about the health club guest. Feature-dumping will only encourage the guest to check out other clubs.
  1. Failing to ask for the order. This may be hard to believe, but only 70% of all health club sales folks NEVER ask for the membership sale. Do yours?  Such phrases as How does that sound…What do you think…Do you have any questions, don’t count.  This isn’t asking for the sale.  Asking for the sale requires decent boldness: “Let’s get you started today, Mr. Smith.” (Then be quiet).
  1. Poor or no follow up. Follow up and follow through truly sets the great salespeople apart from the mediocre ones. The ongoing responsibility of the health club owner is to continually come up with new reasons for the sales rep to call back previous club The club needs to have a plan to continually reintroduce the sales rep with the non member.

So, how do you and your team stack up? How can you help them make the changes they need to become a professional salesperson and provide value-added service?

Ask yourself how you fare on each of these areas. Would you give yourself a passing mark? Which ones would need a little work? How will you change to make sure you give your customers the most professional service possible?

Give your team a chance to win by reminding them of these success tactics. Remind them to keep focused and keep working toward their goals of helping the client make a decision that is good for the client and profitable for the company.

Feeling Successful with Your Club? Let’s Keep It That Way.

Club owners sometimes tend to think they are successful at the gym business because of a Jedi-like expertise or a super-instinctive understanding. They are “good,” and if they’ve done it once; they think they can do it again and again. Eventually, club managers or owners start eliminating some of the key elements that make the club run well – and they becomes a little apathetic to the ultimate detail and fundamentals that made the clubs successful in the first place. Time goes on. They take things for granted. They don’t plan and train their staff quite as hard. They forget that success is guaranteed to no one. For example, key items such as the master appointment book, daily phone contacts, daily appointments, regular sales training and prospecting for new leads can be taken for granted and even overlooked. We become reactive in our approach instead of proactive.

If you haven’t done so lately, now is the time to freshen up, liven up, and essentially reboot your club’s operations to keep it moving in the right – and profitable – direction. Start with these key areas:

1. Accountability. This means defining the job, who is going to do it, and when it will be done. This should be in writing and confirmed so that everybody involved in this area of accountability has a complete understanding. You should understand that everybody needs to be held accountable for completing their assigned job duties on time and effectively.  As you go along, you’ll notice specific areas for accountability: generating reports for salespeople, reviewing reports, ordering supplies, or coordinating an open house. One of the things I hear is, “I was way too hands-off, way too easy going, way too concerned with being a friend to my staff and not holding them accountable.” Earn their respect, not their friendship. Inspect what you expect.

When we go into a facility and conduct an Operational Analysis, we interview key staff members. One of the questions we ask is, “What is your job description?” We ask the club owner the same question regarding that particular staff member’s duties. It’s always interesting how often the answers differ. Be sure you’re on the same page with what’s expected. Your silence will be interpreted as acceptance.

2. A System. We all know that the most valuable asset in any facility is the people; however, one of the keys to avoiding success apathy is to manage the system. We may be talking about a long-term employee or a new hire, but the system should remain the same, with your implementation and follow-up occurring every day. Don’t simply assume they are going to do it. Everyone needs leadership and direction. Have a plan for your membership sales, a plan for advertising and marketing, a plan for recruiting staff, a plan for resolving conflict, etc. Be sure you are following a proven system….and follow up.

3. Communication. People listen in different ways. Some people like to read, some people like meetings some people like to look at their email, some people like to receive a phone call or text message, etc. I suggest that you come up with several different ways to communicate with your employees (and members, of course). Make sure you follow up to get confirmation that they received the message, and don’t expect one form of communication to get the job done. Experiment with the best forms of communications: signs, communication log books at your front desk, office banners, emails, text messages, newsletters, phone calls, formal training classes, informal training, and so forth.

One of the common statements I hear from club owners and manager’s is, “Well, I told them.” What they mean is, they told them once and then expected it to be done. If communication were only that easy, the job of management wouldn’t be necessary.

4. Fun. We know that the gym business should be a tightly-run operation, but we also want to treat people well. We want to make sure that they enjoy their work and that we provide an environment that allows a motivated person to act. At the same time, the club business can be too much fun if you’re not careful. Other gym businesses can be too dry; so somewhere in the middle you, as the owner or manager, holding people accountable, need to have all of the processes in place. Think in terms of “we want it all to be done, but we want it to be enjoyable as well.”

Now, keep up the success!

www.fmconsulting.net

 

Outlast, Outsell and Outsmart Your Gym Competition

As the competition of more new clubs continues to grow, there isn’t a single one of us who doesn’t consider competitive marketing and salesmanship as top priorities.

Your greatest achievement as a gym owner lies in trumping the fitness competition in the area of expanding membership sales. Here are some thoughts on accomplishing that expansion:

  1. Know your competition. It’s essential to understand all you can about the other clubs in your area. If you don’t already have copies of your competitors’ advertising and brochures and can’t recite their key selling points and messages, now is the time to make it happen. Otherwise, how can you hope to successfully position against those clubs?

  1. Capitalize on your specialty. Once you know everything possible about your primary competitors, you can identify an offering of your gym that’s unique or special. Take a long, hard look at the current programs in your gym. If necessary, alter your classes or services themselves, bundle in additional features or find a way to deliver a similar core programming or service in a way that uniquely meets the needs of your members. Then, build your marketing campaigns around this central specialty theme.

  1. Tackle new audiences. If you’ve reached the maximum market share of a particular member niche, why not try a new one? You may be able to add variations of your product (also known as line extensions) that will stimulate sales from a whole new set of customers. You can also launch a new media campaign targeting ethnic audiences or a different age group, who may embrace your product or service with a minimum amount of alteration.

  1. Offer more bang for the buck. Some product and service providers traditionally compete based on discount pricing, but for many other types of businesses, cutting prices is often detrimental and sends the wrong message. The concept of “value” is, well, valuable. If you offer a service, for example, and charge the same rates as your chief competitors, cutting your prices may make you look suspiciously cheap and inspire customers to wonder what’s “wrong” with your club or the services it provides. A better idea is to offer something of additional value that your customers will find tempting.

  1. Add a sales channel. Are you presently selling via one channel alone, such as exclusively through a brick-and-mortar store or by catalog only? Adding another channel, such as online sales, gives your customers more choices and allows them to shop more often and at their convenience. (It’s likely that most of your competitors offer sales through multiple channels too.) What’s more, studies show that customers who shop through more than one channel will spend more (often as much as three times more) than customers who shop through one channel alone.

  1. Dial in to your members. You have to understand what your customers want if you want to remain highly competitive. Unfortunately, your customers’ needs and preferences sometimes change on a dime, so you should have systems in place to regularly solicit their feedback. As a club owner, you’re in the enviable position of being closer to your customers than some of your big-business competitors. You may know many of your customers or clients by name and even have the advantage of being able to contact them periodically to check in. To take it a step further, be sure to initiate regular surveys as well as solicit ongoing feedback via your website.

  1. Ask for the sale.  This may seem like an obvious statement, but the reality is complacency is the enemy of small-business success. If you’re not continually asking your best prospects and customers for their business, you can be sure your competitors are. Set up and monitor an ongoing marketing program that reaches out to your former customers and new prospects year-round. The key to success is to have a consistent marketing message and select a mix of media and tactics (email marketing, direct mail and social media, for example) that “touch” prospects and customers with sufficient frequency. This will help you drive your message home and stand out from your toughest competitors.

http://www.fmconsulting.net | Jim Thomas

How to handle a pay raise with gym staff in a challenging economy

We speak with many gym owners and operators who have concerns on how to hand out pay raises when times are tough.  Although… difficult times can be nothing more than an excuse not to offer a pay raise even though there’s merit.  Our answer normally will surprise the concerned gym owner when we tell them our solution to pay raises is the same no matter if it’s good times…or not so good times.

Gyms need talent.  There is a shortage of talent. Talent will cost money otherwise you will lose your best people to other industries.

As we all know, sales can have a way of being a moving target…so if you continually compensate your staff around a fixed compensation plan, you are setting yourself up for a fall.  We like to see gyms offer some form of a guaranteed opportunity, but with plenty of upside based on production and job description.

  • You have a budget, right?  Give staffers responsibility for certain line items.  Say the budget for towel service is $2,000 per month…any savings they can generate in that line item would result in a 50% bonus off the total savings.  So, if they save the club $500, they would receive a $250 bonus.  It’s a win-win.
  • Additional compensation does not have to come in the way of direct dollars.  Work a half day on Friday, but receive compensation for a full day.
  • Make childcare available for a reduced cost or even free.  This offers a potentially significant savings for the employee plus the added bonus of convenience.
  • Where it’s possible, offer flex-scheduling.  This is a nice perk for those who have children or simply like the idea of beating rush hour traffic.
  • Everyone is in sales…or they should be.  Have a commission plan for every employee in your club.  And then teach them how to promote and sell.
  • Offer more training and continuing education that’s job related.  Help make them more valuable to you…and increase their confidence and self esteem at the same time.
  • Have a monthly contest.  Of course, a sales contest would work in many departments, but you could also have a cleaning contest based on daily inspection scores.  How many more memberships would you sell or how many members would you retain with a cleaner facility?
  • Combine duties.  When someone leaves your company…instead of hiring someone else, take a look around, maybe you have someone who deserves more money and they can pick up some of these duties.  The club will save and the employee will get an increase.
  • A common mistake in evaluating compensation is to view the employee as an expense…if you can learn to view the employee as your most valuable asset, you’ll be pleasantly surprised.
  • A final reminder…the most expensive person you have on staff is the lowest paid person who’s worth it.

Now, go give someone a raise!

Jim Thomas | 800-929-2898 | www.fmconsulting.net

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