You may not think you can affect other people’s perceptions of you and your club, based on how you let people conduct themselves, but I’d bet many silent decisions are made by how a member sees you deal with an aggravated member, how you interact with the employees, and how much pride you show by caring enough to clean the equipment, or empty the trash without giving it a second look. These little acts of management allow people to judge what type of facility you wish to provide. They may not always say it, or act as if they overheard it, but sometimes what you never hear from them is the sweetest sound of all – a quiet confidence that they are in good hands.
Frank Emanuel
Fitness Marketing Contributor
