How to Treat your Health Club Employees

Video Transcript

"I'm Ivan Madar. I'm here on behalf of expert village. The most important part after good training, to me is really empowering people to do their job and make decisions. That is essential, I've seen it too many times in the clubs when people pass on the buck, they don't want to make the decision. They would pass it on to their supervisor, from supervisor they pass it on to the next supervisor, then it eventually gets to the manager and so on. Then there are managers who pass on the buck to the executive directors and so on. Everybody's afraid to make a decision. My philosophy is you are empowered to make a decision within the area that you work, without my input. If you are not sure and you feel the decision has to be made, I'd rather have people make the decision, even if it's a wrong decision and we can correct it later. But, do not let in the clubs, things linger, do not pass on the responsibility to somebody else. That makes for a very, very inefficient operation and members and guests really feel it, if they can get the answer as soon as possible, that's what they want. They don't want to wait another hour or two hours, another day for a decision to be made or an answer to be given. So, empowering employees is extremely important!"