One time, I was training at a popular gym. I had never seen so many trainers as busy as I saw in this place. Like in many gyms, members can observe the floor when using the cardio equipment. I noticed how engaged the trainers were with their clients. They were all in close proximity to other people and focused. But it is as though they had a circle drawn around them. If I have high social proprioception and I am focused on my client, then I am aware that I am sending an isolationist signal to others in the gym. My awareness might change my behavior to a more open and inclusive presentation of myself.

Now, what if all 15 trainers were more inclusive? How powerful would that message be throughout the gym? It would not take much to transform this environment into a “neighborhood.”

Make your trainers aware that:

• They can be fully engaged with their clients and with their surroundings.
• How friendly they are to non-clients is how they are judged by 95 percent of members.
• Their behavior is their marketing program as much as client referrals.

When selecting employees, require that they be an excellent trainer and a great customer experience athlete. Find ways to teach and demonstrate social proprioception and then share them with me at blair@medallia.com.  

BIO

Blair McHaney is president of Confluence Fitness Partners Inc., which operates two Gold’s Gyms in Washington. He previously served as president of the Gold’s Gym Franchisee Association and is an educator on customer experience management.

Want to use this article? Click here for options!
© 2012 Penton Media Inc.