Ken Reinig weighs in on what to do about a problem member at your gym.
One of the most frequently asked questions a club owner will ask is; “How do I get rid of a problem member?”
Whenever I engage in conversation with these club owners and recommend how to get rid of a problem member, ultimately the discussion involves their exposure to a potential lawsuit.
Thankfully, having to deal with the problem member situation does not happen that often. My clients tell me that this comes up about once a year. There are several solutions to addressing the problem but the key is that you have to do something. To allow a member to disrupt your facility’s “atmosphere” sends a clear message to your staff and your members that you have no control over your club.
We all dislike confrontation, but if you are going to be successful in this business, you have to act quickly. One disruptive member can turn into several and before you know it you have a bunch of morons in your club. At that point, you can start counting the days before you have to close your doors.
The first order of business I recommend is that the club should modify or develop a written set of club policies and guidelines. It is important to establish a written set of rules that outline proper conduct in your club. The policies and guidelines should address everything from racking your weights to proper hygiene.
The guidelines will not only lay out the club rules, it will act as a guide for your new members who may not be familiar with proper gym etiquette. In short, it will set the “tone” of your gym. The club policies and guidelines should be handed out to all new members and guests and a stack should be placed next to the check-in counter. This will allow your existing members to pick up a copy when they come in to work out.
By having a written set of guidelines, the club owner now has something to refer to if and when a member is getting out of hand. For example; if your club policy and guidelines states that outside personal trainers conducting business on the premises is prohibited, then you can point this out if you suspect outside training is going on within your gym floor.
It is always a good idea to give a warning to a problem member before you decide to toss them out. Depending on the severity of the offense, a friendly verbal warning should be followed by a warning either in writing or in the presence of another manager/owner as witness. If the problem still persists, then it’s three strikes and you’re out.
Any blatant violation such as sexual harassment should be dealt with immediately. Of course, some offenses such as fighting, drug usage and sexual contact need no further warning or second chance. Ask them to leave or call the police. Avoid physical contact at all costs. Unless you are protecting an employee or member from physical harm, you can be charged with assault if you physically attempt to toss them out of your club. Get your biggest trainers to simply “escort” them from your facility.
In addition to having a well-written set of club policy and guidelines, it is also recommended that you have “at will” wording in your membership agreement that point out the club’s ability to cancel any membership for any reason. In much the same way that your employee manual deals with the removal of a staff member, you have contractual wording that spells out your rights as a business owner.
Each state is slightly different when dealing with discrimination issues, but most will follow federal guidelines. Basically, you can’t remove anyone from your club for reasons of race, religion, gender or disability. It is also a good idea to consult with a local attorney if you have any doubts at all about whether you will be violating anyone’s rights before you toss them from your club.
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Ken Reinig is the President of Association Insurance Group and the Owner of Women's Workout Company in Lakewood, CO. He can be contacted at 877.521.9930, or by email atken@clubinsurance.com.
