6 Things Your Gym’s Floor Staff Should Know

For Gym Operators

6 Things Your Gym’s Floor Staff Should Know

Having certified trainers and other employees on your gym's floor to answer exerciser questions is a great way to boost your gym's credibility. It's also has great selling power and the ability to help drum-up new clients.

But before these employees are out on the floor, make sure they know these six important things.

1. Location of Emergency Supplies

Every staffer in the gym should know exactly where your gym's first aid kit and AED are, as well as how to use them. They also need to know when incident report forms should be filled out and who to submit them to, and be trained to immediately report any emergency supplies used so those supplies can be promptly replenished.

2. Emergency Protocols

Is your floor staff well-versed in your facility's evacuation routes in case of a fire, earthquake or other emergency? What about the designated assembly points outdoors? These should be a regular part of the training for your entire staff, but especially floor staff who will be in the best position to steer your clients toward a safe exit or tell them to stay put.

3. How to Operate Machines

Your floor staff is the customer-facing team that exercisers will turn to first for basic questions about the equipment.

When your floor staff can answer those simple questions (the Precor Coaching Center can be a great resource), they automatically increase your clients' confidence in the facility. They'll also be better able to spot any hazards, like someone who thinks it's fun to run backwards on the treadmill, and either resolve them or report them to the appropriate people.

If nothing else, make sure every member of your staff, including the cleaning crew, knows how to shut down all of the equipment in case of emergency.

4. Gym Policies and Managers

Like it or not, every time a member of your staff steps on the floor they're on the front line for resolving any conflicts that crop up between clients.

Make sure your staff is familiar with gym policies and the reasons behind them. Sometimes explaining why a policy exists is the best way to get an irate client to calm down, or to sign up for cardio equipment in advance even if they didn't want to at first. In a similar vein, make sure your floor staff knows who the manager on duty is for any given shift, and give clear, concise guidelines on which issues should be immediately escalated to the manager's attention.

5. How to Book Amenities

Your floor staff should be familiar with all the basics of the amenities your gym offers, from massages and tanning to group fitness classes and personal training. They don't need to know all the answers, but they should at least be able to point clients toward the pool or the group fitness room, and tell them who to talk to if they want to book a personal training session.

6. Where's the Clean Stuff?

Are exercisers looking for towels or a spray bottle for sanitizing that cardio machine they just sweated all over?

Even if these items are someone else's primary responsibility, your floor staff should be able to quickly provide whatever it is the client is looking for, then escalate the issue to the appropriate manager if necessary. Clients care less about a staff member's position on the organizational chart than they do about being able to get a prompt, accurate answer from any gym employee.

Making sure that your employees are up to date on the suggestions discussed here can ensure a satisfactory gym visit and increase customer loyalty.