How Staff Attrition Affects Member Attrition

Good employees can have an effect on whether members are happy and keep coming back. So, be sure your facility has the right staff in place and, once there, that you keep them motivated and satisfied.

Losing key staff members costs a fitness center dearly. Not only are there recruitment and training costs, but the relationship network between the facility and its members that underpins retention can be damaged. By keeping a close eye on staff attrition, fitness centers can ensure that they retain their key people and a higher proportion of members.

Shawn Stewart, service manager of Gainesville Health and Fitness Center (GHFC), Gainesville, Fla., says there is definitely a correlation between a facility's ability to retain key members of staff/management and membership retention. "Service starts with how a company treats its employees," Stewart says. "If you have low staff turnover, then you are going to have membership retention."

Each staff member is the product of a substantial investment in time and money. "So costs increase with each employee departure," says Bob Norwood, manager of health and fitness operations for The Summit Fitness Center, Kalispell, Mont. For instance, The Summit's orientation program for new staff takes up to 12 hours, and must be completed before someone starts work. Then there is a honeymoon period of up to a year, during which the employee gets into the groove of how the facility operates.

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