If you don’t tell your team your expectations, they won’t be able to achieve them.
Successful business owners and leaders set very clear expectations for their teams. I’m not speaking to their strategy or business plan. Instead, I’m referring to the expectation of who they are as a company and the experience they want their customers to have. These expectations are set from day one and are followed up with immediately and frequently.
Don’t replace your backbone with a wish bone!
Day one of this process starts during the interview. You know how you want your club to be marketed and sold, so before you make the decision to add that new team member, give them your expectations. In the interview, ask them to give specific examples from their past where they have delivered the experience you are looking for. If they can’t answer your question, don’t go with your gut. Often when we are short-staffed, our gut may mislead us, and we can’t take that chance! Setting the right tone for your new members and ensuring that they take advantage of all that you offer is critical to both new member acquisition and retention. Sales teams are the backbone of this, so don’t take chances and wish that you are hiring the right team member. You only get one chance to make a first impression, so hire right!
Be the same person every day.
Bill Parcels details 11 Quarterback Commandments to being a successful quarterback in the NFL. Commandment #6 is “Be the same guy every day.” Expectations should be the behaviors that make up what you stand for and differentiates your club from the rest. Your team will understand the expectations through your personal behaviors, the recognition of those delivering them, and even more important, removing those from your team that don’t. Your actions speak so loudly that they won’t be able to hear what you are saying. Gaining your team’s trust will allow you to move more quickly!
The harder you work, the harder it is to surrender.
When messages are consistent and clear, your team doesn’t hesitate. This leads to having daily, weekly and monthly routines that they can trust and deliver. When your team knows what to expect, they are able to put all of their energy into good old-fashioned hard work! They also can trust that when they start to fall behind, they will immediately be coached and challenged to get caught up.
This doesn’t mean you have to always be predictable. Surprise them when they are doing well. Know your people and know what they like. A surprise lunch or tickets for their family to attend a local attraction are just a few examples and go a long way.
Ryan Junk is the director of sales for UFC Gym. He can be reached at ryan@ufcgym.com.
