September 2005
In this month’s edition:
A special welcome!
Welcome this month to our new subscribers! Many of these come from New Zealand, as Justin attended Netfit earlier in the month. We hope you gain lots from this brief and informative newsletter that comes out every month!
Have you got your Christmas Marketing organised?
The Team at Active Management can help you make this December and January your best ever! But now is the time to get organised! Go to http://www.clubads.com/show_samples.asp?s=DMCHR
And check out the many samples of marketing that we can do for you!
Plus order your December marketing by the 15 th October and you will receive a 20% discount on the artwork investment. For more information email Justin.
Who really is better at cricket: Australia or England?
 We can discuss this for hours, including who has the Ashes but let’s get serious when comparing the sides – let’s look at the statistics!
And this is what you should do in your business! Don’t have opinions on success of the business but rather an objective judgement – this is what we call Key Performance Indicators.
A major benefit of KPIs is they allow for successful people management in your club. Just like in a sporting analogy the KPIs allow you to be objective about staff performance.
KPIs take out any personal issues for discussion with staff. A ‘brutal’ but factual statement is that statistics don’t lie. This means that when looking at Team appraisals, you can justify decisions on Team members based upon facts rather than perception, gut feel or observations.
An individuals KPIs take away the subjectivity and allow you to look at performances based on results.
An exciting aspect of KPIs is that they allow you to compare performances between individual club For example, clubs within a chains or clubs that meet on a regular basis, can compare performance levels and results. The proviso is that each club tracks the same KPI’s and they are gained by the same formula.
The Australian Round Table program have been tracking KPI in their clubs for nearly 10 years and using their figures and those from the US Fitness Roundtable they have been able to set benchmark KPIs. They compare results and find this a huge value because if one club has a much better KPI then the fellow members can find out what they are doing to make this such a good figure! They then use the information in their clubs to help increase profitability and improve specific aspects of the club operation.
It is essential that you acquire your KPIs the identical way if you are going to compare them. If not, you are not comparing the same figures and this will void the comparison.
If you would like more information on KPI’s, email Justin.
 Curiosity makes you wonder what really would happen ?
It has been calculated that if everyone in Australia did not purchase a drop of petrol for one day and all the same time, the oil companies would choke on their stockpiles. At the same time, it would hit the entire industry with a net loss of $4.6B.
So the 22nd September has been declared ‘Stick it up their behind’ Day! All Australians are asked not to buy petrol that day!
Spread the word as not only is petrol going up but everything we need that get from petrol including food, airline travel, and more.
Book Review: Blue Ocean Strategy
 If you are looking to the future of your business, get out of the bloody, red oceans and find yourself a blue ocean! Differentiate yourself with a new business model and this book will explain what you need to do!
It is a great strategic book with an excellent examples of what you can do – it even looks at the fitness industry as a case study!
I am not sharing anymore, just buy the book! Go to http://www.activemgmt.com.au/reading/ and you can purchase your own copy or email Justin and he will email you for FREE a book review from the REX Round Table!
Are you looking for Customer Service Legends - interview questions to find them!
 This month we continue with our regular column of interview questions. Here are some to help distinguish a customer service dud and legend in applying for a position within your company:
- How would you describe excellent customer service?
- What does good customer service involve?
- What benefits come from good customer service?
- Tell me about your experience in dealing with the public.
- What do you think your customers would say about your service?
- What would you do if a customer got very upset and yelled at you?
- Tell me about how you handled a dissatisfied customer in the past.
- Tell me about a specific time when you did something special to satisfy a customer.
- Tell me about a time when a customer complained to you. What did you do?
- Name some of the criteria that are included in the CSI survey. Why is it important?
- What steps can you take to establish a "customer first" attitude in the organization?
- What is your impression so far of the service at this company?
- Tell me about a place where you had really good customer service. What made the service so good?
- Tell me about a place where you had really bad customer service. What made the service so bad?
- Tell me about a situation when you dealt with a difficult customer. How did you handle the situation?
- Give me an example of a situation you handled exemplifying superior customer service.
- Tell us about a situation in which you dealt with a customer and what you would have done differently.
For a list of previous interview questions, go to http://www.activemgmt.com.au/newsletter/ and read the archived newsletters!
Round Table Continues expands into NZ
We are very excited that Round Table is continuing it’s growth. Currently one owner’s Round Table is full and we have 1place left on the other owner’s Round Table. We have an Australian Personal Trainer’s Round Table operating with their second meeting in October.
In Feburary, we will launch our second personal trainers Round Table and our first Club Manager’s Round Table. If you are interested in attending these meetings email Justin NOW . . . numbers are beginning to fill.
We also look to launch a club owners Round Table program in New Zealand in early 2006. So if you are a club owner located in NZ, email Justin and let him know you are interested.
To find out more about the Round Table program go to http://www.activemgmt.com.au/roundtable/. |
