The Interview Process

The interview process is tedious and time consuming but can be a very exciting and rewarding experience. Unfortunately, many clubs are missing the basic protocol in delivering a professional interview for Group Fitness. Time to raise the bar here! It’s not just about having someone come in and teach a class for you to assess, there is so much more to the process and it needs to be the same for every single candidate. The days of hiring a friend of a friend or filling a slot are over my fellow colleagues.

In the business of fitness finding the right culture fit and ensuring that you hire the people who have a clear understanding of customer service and customer satisfaction is the essence of a successful business. This is the first step. The next step is to ensure that whomever you hire has the following abilities:

1. Is coachable
2. Understands teamwork
3. Is willing to do whatever it takes to ensure the success of the business (yes, this means subbing from time to time at 5 a.m.)
4. Has the right attitude and demeanor for your environment

Finding the right people to be on your team is a lengthy process. Hire slowly and you will succeed more quickly. You are as strong as your weakest instructor. The following are steps that you must take to ensure a thorough hiring process:

1. Use a preliminary application and evaluation process that is the same for each and every person.
2. Prior to beginning your interview process you must decide your mission, vision, values and goals and determine what your company culture is. This will allow you to create questions for the interviewee where you will look for answers that fit your mold. Stick to similar questions for each applicant and most importantly stick to your vision.
3. Stay in control of the interview and keep it clear and concise. Be friendly and show your personality. This will help you decide if you and the applicant are compatible just based on the type of response and body language you get.
4. Avoid asking any personal questions: age, marital status, children, etc.

Here are some great interview questions:
1. What has been the one most rewarding experience while teaching?
2. Give me an example where you made a difference in someone’s life through your instruction/coaching?
3. What is the best coaching skill you have?
4. What do you feel is the most important aspect of instruction?
5. Define “customer service”
6. What one word describes you best and why?
7. If there were only two foods that you could only eat for the rest of your life, what would those two be?
8. How do you handle an angry member who complained about your class?
9. If you could not find someone to substitute your class of 60 people and you had to choose between teaching your class or going to your best friend’s wedding, which would you, choose?
10. If you had to create a “tagline” for this facility what would it be?

Ultimately the goal is to make your applicant think. See how they engage. See if they listen to the question. Define how they answer the questions. How do they articulate? Do they pause and think or simply ramble on until they stumble on an answer that they are satisfied with? Do they maintain eye contact with you? Were they comfortable in their space? What was their body language like? Were they forgettable or did they have some kind of “magic” that kept you engaged with them?

Whatever questions you choose, ensure that you are prepared, have reviewed their application prior to their coming in and have your questions written down with space to write your comments. Know your applicant. Find out about them. Impress them by having done your homework.

The aforementioned is important especially if you are interviewing multiple applicants because it is easy to forget and get confused. Be sure to complete your interview and make your notes immediately after they leave and before you see the next applicant.

If your space is not ready yet during the interview process you must find a professional, clean, and comfortable environment to host interviews. Perhaps use a boardroom at a hotel. Ensure that you have ample space and make the space express your vision with posters, cards, and brochures. Dress professionally and stay on time. It is unprofessional to make applicants wait for their interview. See if they show up on time and make note of it. Our business is about timeliness. Members do not want to wait for their instructor to show up or for the facility to open. The interview is the first indication if they are conscious of time and you must lead by example.

If hiring for instruction you can do one of two things. Either following the interview you may then proceed to the audition or you may bring them back to audition. Either way, be sure that you give clear guidelines prior to their coming in: i.e., what type of class they will be teaching, length of audition, music, attire, content, etc. Allow them the opportunity to succeed and prepare something for you.

Once you set up your interview guidelines, stick to the protocol for each and every person. It is important that you keep the interview process consistent and fair and most importantly, unbiased. Everyone should have a fair opportunity.

An example of a systematic approach to the interview process may be as follows:
1. Informally meet the applicant via e-mail or phone conversation.
2. Ensure that the applicant has gone through the proper application paperwork.
3. Set up a time to meet in person.
4. Keep your interview to a maximum of ½ hour unless a movement audition is happening at the same time.
5. If the first interview does not include a movement audition set up a time to do that.
6. Keep your applicant paperwork, notes, and comments in a folder with the applicants name on it.
7. Be sure to contact all references. Don’t skip this step.

Most Importantly – Did the applicant leave their interviewing thinking “Wow I want to work for that person?”
In the interview process your goal is to conduct a fantastic interview. You must ask yourself: How great was I in conducting the interview? – Be great Was I open to different ideas and perspectives? – Be Open

Questions or comments – contact Lori. Lori@groupfitnesssolutions.com

Lori Lowell is the President of Group Fitness Solutions, LLC, and owns 8 Fitness Facilities in Virginia and Wisconsin. Contact her at lori@groupfitnesssolutions.com.