Cultivating A Dedicated Group-Fitness Team
Retaining instructors is the key to a quality program
By Stephanie Chelar
Photos: Kristen Johnson Photography
The heart and soul of any fitness center is its group-exercise program. Nearly 40 percent of members will participate in these classes at some point, and the American College of Sports Medicine designated group fitness within the top-three trends of 2020 (Thompson, 2019). So, it makes sense that the makeup of a group-fitness team plays a crucial role in membership numbers and an even more significant role in membership retention. However, the challenge is in finding and retaining high-quality, committed, group-fitness instructors who keep the spirit alive. As a fitness-center manager or group-exercise supervisor, what can you do to cultivate a team that has the same mindset and goals as you and the facility? The key resides in the expectations, support, and culture you create.
Create A Healthy Mindset
There are two elemental components for creating a healthy group-fitness team mindset:
Instructor expectations
Accountability
Recall a time when you left a group-fitness class and thought, “That was the best class I have attended in a long time.” Even if the class was not perfect, the instructor had expectations to live up to as set by the supervisor. Setting expectations from the start of employment means instructors being accountable for their classes, the members, and the overall experience. Encourage instructors to see their class as a “party” and to greet each participant at the beginning of class, be a good host during class, check on each guest, thank them for attending, and encourage them to come back. If the member had a great time and felt accepted, the instructor's RSVP list will always be full. Don't be afraid to crash the party sometimes and evaluate; feedback is always valued and appreciated.
Emotional Support
The leader of a team must create a good rapport. The best approach is to “lead by example.” Rather than cancel a class at the last minute because the instructor is unavailable, teach in the instructor’s place if no one else is around. Situations do arise, so give each instructor the benefit of the doubt. In my 20+-year career, I’ve had to teach an instructor’s class fewer than 10 times, and it does not go unnoticed—by members or instructors. Creating a culture of teamwork and empathy begins with the supervisor. If an instructor reaches out for help, find a sub and do what you can to relieve some of the stress. My instructors are expected to do their best to find a substitute on their own, so I will back them up if I am the only one left.
Always take the time to listen to employees. If it’s not possible at that moment, schedule a separate time to hear what they have to say so they feel valued and heard. Employees who work in the group-fitness field are usually willing to share input, a class idea, a program suggestion, or a recommendation in order to teach the best class possible. Every suggestion does not have to be used; rather, it’s a matter of being a sounding board and showing openness. For example, a group may want chair yoga twice a day every day, but it’s also important to take into account the needs of the entire facility. Through COVID-19, my instructors created virtual classes and online programs that impacted the community. Employees like to feel their input is trusted, that they have a say, and can make a real change within the facility and community. Many programs—successful and unsuccessfulcome from employee ideas. The willingness to listen and try is what matters.
Physical Support
Supporting instructors in a physical form is also extremely important. Provide for this in multiple ways, from childcare to equipment and even software tools to make their jobs more efficient and stress-free. If you can offer childcare on-site, for staff members, that is an added value for them to teach at your location.
Each year, as fitness trends change, we always seek the advice of the team before adding to our tool list. Not only do they have a say in what we purchase, but it's also exciting when the tools arrive. Instructors feel heard and cared for, knowing you are willing to provide what they need to do the job to the best of their ability.
There are three software tools that can be used to support a team. The first is Microsoft Teams for messaging. This is sometimes a lifesaver for calling out for last-minute subs, or addressing on-site issues, such as microphone problems and accidents. It’s also fun to use to praise each other, celebrate birthdays, and show each other’s personality. Be sure, though, to monitor the content. Similarly, we use scheduling software called GroupExPro to communicate, assist members with schedules, and provide resources for instructors. Not only can we request subs, share class plans and reference materials, and conduct open forums, but the group-fitness schedule links live to our website, even when someone is subbing. Members can see what is happening in each studio as well as who is teaching, and then reserve a spot in a class. GroupExPro does the hard work to make the team’s job easier. The third tool is the PowerMusic app. We provide two iPads with the app for instructors. There are new playlists each month, and it does not cost the instructors money; they don't have to take the time to plan playlists—another way to make them feel supported.
When you find the right team with the right skills for your site, develop them, support them, and listen to them—and you will retain them. Cultivating a team is not something that happens in a day or even a month, but through consistency and time. As a result, the team will be dedicated to your members.
Stephanie Chelar, M.S., NSCA-CPT, is the Recreation Center Manager for the city of New Braunfels, Texas, Reach her at Schelar@nbtexas.org.