As you know…referrals are VERY important for any fitness business and you will get the most referrals if you are truly exceptional….and that takes work!
When we say that we have the “World’s Best Personal Personal Trainers” we mean it. There are a lot of things that we do to ensure that our trainers are at their best. Conducting video reviews of each trainer, group exercise instructor and customer service rep is one of the ways our staff can see themselves as others see them and allows them to hone their skills. The excellent service that our customers have come to expect from us is built with dilegent efforts like this.
We conduct video reviews every July and here is the step by step process that I send to my managers:
“So here’s how it works:
- Each trainer will be filmed with a PT client for a 1 hour session
- Each group instructor/trainer will be filmed during a full class
- Each CSR (and day care team in PDX) will be filmed for 30 minutes
The only type of team member who can’t be filmed is a massage therapist for obvious reasons…
Step One: We decide who is going to do the filming. This tends to be a great project for interns in place of shadowing.
Step Two: Whoever is doing the filming creates a schedule based on their availability and the trainer’s client and class schedule. Typically you don’t want to do anymore than 2 hours at a time b/c the batteries can only stay charged that long. Have a CSR assist you with this process (and Group Fitness Directors for exercise instructors). It’s usually best to schedule trainers first, then group instructors second and then fill in with admin team after that. Post this schedule and handout to each trainer so they are aware when they are being filmed.
Step Three: Confirm with each private session client that they are okay with being filmed.
Step Four: Make sure you have everything organized and ready to go before each filming segment…fully charged camera.
Step Five: Produce good quality footage. Try to get trainer and client in footage. Be close enough to hear conversation. Stay Steady. For group classes, just ask if anyone doesn’t want to be in the footage…let them know you are filming mostly the trainer and it is for educational purposes and quality control.
Step Six: If you are using a flip camera, as soon as you are done filming, download the footage onto a computer. Be sure to title each segment by the trainer’s name and type of session (ie Private or Group).
Step Seven: Be ready to problem solve, adjust schedule and communicate any modifications to the whole team.
Goal Date to complete is the end of July but if impossible to accomplish, sometime in August is okay too.”
Like this info and want more details on how we conduct that actual review once the video is complete? Try out our PT Profits Mastermind Group for FREE for a month. You will get HR, Sales, Marketing and Operations information that is geared specifically for fitness businesses. Ask us questions, request forms and see how we run our business in real time!
Yours in health, fitness and business,
Sherri McMillan
You might also like these past blog posts:
The Olympics Can Help Your Revenues!
Keep Revenues Up While Clients Are Away
Check out this new video where I give you the scoop on the importance of having a resource manual to give to clients that can be used in LOTS of ways
[youtube]http://www.youtube.com/watch?v=c1ghNydrmDY&feature=player_embedded[/youtube]
Fitness Results Manual
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