Have a cute bowl with complementary cuties (small oranges) & mints In addition - audit class counts for member, we have 100, 200, 300 Club “posters” that members sign when they reach that number of classes Keep your social media popping, especially Instagram! Post stories frequently (not too many) and be sure to appreciate members and post about their milestones, leaderboards etc etc. The fact that you’re on here asking for advice is awesome, so I appreciate you trying to do the best you can! OTF is lucky to have you! I understand it’s a corporate decision, but it’s still frustrating. Since we can’t wear any of our old things anymore, this makes me upset. We’ve also had to purchase our own clothing with the new uniforms. Provide staff with the tech necessary for our job. We’ve had the same crappy phones playing music in the studio and lobby for 4 years now, and it NEVER works, forcing us to use our own phones and our own data. Provide us with what we need for our job (within reason of course). That adds a nice little touch and shows us you appreciate and look out for us. What I would like to see more is the occasional snack basket in the office for us. They’ll also occasionally provide us with dinner. Staff appreciation: our management team will give us little bday cards with a small gift when it’s our bday which I appreciate. If something isn’t working, please don’t be dismissive. We are the ones that are most on the front lines. I can’t tell you how many times a members has asked me about xyz and I have no idea what they’re talking about. That way you get to know all of the different members and can see how the SAs/coaches interact/run their classes.Īs for communication, there have been SO many times members are told about special events/things before the coaches are told. If you’re able to, consider structuring your schedule to be there at different times - openings, during the day, closings, weekends. Not being present/terrible communication: I have gone months without seeing our studio manager around because I coach mainly at night and the weekends. As studio manager, you might not have a lot of say in how inside the studio is run (a lot of that falls to the head coach), but I can tell you what our team thinks: OTF coach here! First off, congratulations! Oftentimes, the people you work with know you the best □ Ask for areas of improvement or feedback. Meetings, reminders, one on ones, I don’t care how you do it but the end-all will be that your staff is operating on different pages or misinforming members.ĥ. Touch base with all staff so that everyone is on the same page. Work out with members, do some outreach, do what you can to make it positive for both you and members.Ĥ. It can be super easy to spiral into thinking the members suck and all they want to do is yell at you, but really you’re just the only person that can refund them and you’re their last point of contact so they are frazzled and are likely worked up from retelling their side so often. Most of the times showing people that they’ve signed a contract and knew going in what it entailed with their signed policies shows them they are not entitled to go against policy.ģ. You will deal with lots of entitlement towards OTF, the mentality that ‘i pay _ for my membership so (they should be able to go against policy)’. They will feel appreciated by their boss this way.Ģ. Learn your staffs love languages and communicate with them through it. This soft skill is very difficult to teach and put into practice.ġ. The biggest one I find young persons lacking is Empathy. In my family (Wife and 2 sons attend class) they all have hereditary torn meniscus and cannot have impact so they must be on the bike/strider. You may need to democratically find out why so that your members are still getting effective work outs. Strider/Bike - Occasionally you may encounter too many persons wanting them.This is a simple fix and should only be broken for a day or 2 not weeks. One example recently is the straps on the pedal on the bike would not stay tight. Sometimes a small issue can grow into a much larger on or affect the members workout. I can personally say it angers me when I don't get a follow-up. If you still don't have an answer, follow-up anyway. If you can't fix the issue or do not have the answer right away let the member know that you will get back to them and commit to a time when you will get back. If you receive a complaint follow through.Here are some big tips that I see can help any studio manager. Now I am a Team Lead of a call center and a big fan of Disney's method of customer service.
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