This morning, I got a text from a coworker that said, “I’ll be in late this morning. I had to go to the ER after failing to do a box jump correctly,” discussing an injury she sustained at a local gym.
At first, I didn’t think much of it. Injuries, big and small, occur at gyms of all types, during all sorts of exercises. But what was notable about my coworker’s injury was the way the owner of the gym reacted to it. When he realized she had been injured, he showcased concern that was not just immediate, but sincere.
“I’ve been in communication with the owner ever since the injury,” said my coworker. “He’s been texting me asking how I’m doing and for updates. It’s really nice.”
For my coworker, this communication went a long way. She truly appreciated that the owner cared enough to check on her and to see if there was anything he could do.
Recently, at the Club Solutions Leadership Retreat in Austin, Texas, a similar discussion came up surrounding risk management. During a case study on CrossFit, attendees were asked to list ways they have an advantage over CrossFit Boxes (how they refer to they gyms), and ways they have a disadvantage.
One of the attendees mentioned that risk management was an advantage that gyms had, as she believed there was less risk of injury. But, a risk management expert disagreed. He conducted risk management for both clubs and Boxes, and found that CrossFit Boxes actually have less liability cases.
Why? Because Boxes tend to do a great job of building community. Therefore, when a member does sustain an injury, the owner typically has direct access to that member in order to communicate their concern.
So, what can you learn from this? Essentially that community and communication are the keys to improving your risk management. If a member gets hurt at your gym, call them directly to make sure they’re okay. See if there’s anything you can do to make the situation better.
Let’s face it: It’s much harder to sue someone who looked you in the face and said they’re sorry the situation happened, than to sue an owner you’ve never spoken with.
