Dealing with Disruptive Members
Keeping your reputation as a gym owner requires a balance of chivalry and the warrior spirit of never giving ground to an opponent. In the battlefield of running a business, there are those whose egos or destructive attitudes can ruin everything you’re working for. How do you make sure you always come out on top?
Step #1 — realize what’s at risk
A gym member makes a constant fuss during classes and it’s getting to you, but you also make several hundred bucks off him. Letting him alone may at first seem like the best thing for your business, but this is not the case. When one gym member is being disruptive, everyone suffers. And remember, most people keep their complaints to themselves so you might not know how destructive that disruptive member really is until other members start leaving. It’s in your own best interest to boss your clients when the offenses are truly serious.
Step #2 — figure everything out, then write everything out
Do you have your members sign a code of conduct? Do you know exactly how to act if anyone ever breaks the code? These steps will go a long way to bringing peace to your gym.
One of the hidden benefits of a code of conduct is that it can keep trouble from starting in the first place. Sure, some people won’t care about the rules, but others will respect the boundaries you have set, especially when they know you enforce them.
When you do have infractions, a written code gives you authority. Whether you issue a warning or go so far as to remove a member, you have an aura of having the law behind you. If you are unsure what to include in a code of conduct, think on your past experience or ask around. Here are a few ideas for starters.
Respect for trainers
Locker room etiquette
Keeping body odor to a minimum
Fair and proper use of equipment
A catch-all clause. Let people know that you reserve the right to discipline them for any behavior negatively affecting your fitness club. You can never think of every way someone could misbehave.
You also need a policy for you and your employees in cases of infractions. How will you investigate and issue warnings or punishments? Writing down your policy in detail will guide you in sticky situations and keep you from acting unfairly. For instance, if you let one person go for an infraction because you’re having a good day and suspend another’s membership for the same infraction on a bad day, you might end sued for discrimination.
Step #3 — document
This might be counter-intuitive, but you should always document how you act step by step when handling infractions. If the member feels offended, you could end up with charges of slander, discrimination, abuse, etc. Hopefully, you’ll never have to deal with someone like this, but there’s always the chance so it’s best to be armed with evidence of your innocence.
Everyone makes mistakes but some people make them on purpose. You can’t be sure you’ll never deal with one of these people so be prepared and handle the situation like a boss.