How likely is it that you would recommend this Club/Studio/Class/Instructor to a friend or colleague?
As a Life Time Fitness Instructor/employee I hear about our NPS scores frequently… and if you don't understand what NPS refers to and the effect it could have on their business or your class, you may be thinking; “so what?”
Well the short answer is your NPS score is an indication of how likely your students will be to promote the club where you teach or your class to their friends.
Let's start with some understanding from the people who developed this concept:
What is Net Promoter?
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.
The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer- centric change and improved performance.
As you can see in the image above, NPS is based on a 0-10 rating score in response to the question; How likely is it that you would recommend to a friend or colleague? The responses are then broken down into three categories:
0-6 Detractors – Unhappy people who will talk down your class or club – damaging your brand through negative word of mouth.
7-8 Passives – Satisfied, but won't go out of their way to promote your class to others.
9-10 Promoters – these are your fans 🙂 The students you look forward to seeing and they in turn look forward to telling others about the awesome class you just taught. In a nut shell, these are the people who will help FILL YOUR CLASS!
To calculate the NPS you subtract the number of Detractors from Promoters, which leaves you with either a positive number (good), zero, or a negative number (bad). So if you have 100 people respond to a survey of the ultimate question if you have more Promoters than Detractors you can expect to see your class size grow.
NPS ignores the Passives as they really don't hurt or help your business. I see the real improvements coming from moving the Detractors up the scale.
I have a few personal complaints and/or concerns with NPS:
The score tends to be skewed by the number of respondents and getting busy people to respond is tough… which is why your manager is forever asking you to ask your participants to complete a survey.
I'm personally more inclined to give negative feedback, actually… I'm guessing we all are.
You may have very little influence on your clubs NPS. If your bike maintenance is lacking, one of the two projectors isn't working or the locker room has a funny smell that causes a member to score your club as a Detractor, there isn't much you can do. This could be a good reason to drill down and solicit NPS for specific areas/departments.
So beyond Life Time, who else uses NPS to measure how successfully they are satisfying their customers? Apple for one. The link is to an article that dispels the myth that Steve Jobs never listened to his customers – Apple listens every day.
In Podcast # 196 Studio Owner Emmy Ragali explains why she has an Instructor Evaluation form on her Go Cycle website. The link to it is easy to find and she and her instructors encourage participants to give feedback regularly. I see that one of the questions is; Are you likely to recommend this instructor's class to a friend?
Which is really all that matters 🙂
Does your studio use NPS [wlm_firstname]? What have been your experiences?
I'll be discussing how we all can help to improve our clubs NPS scores in later articles.
The computer industry has an acronym: G.I.G.O which stands for:
GARBAGE IN = GARBAGE OUT
It refers to the idea that if your input data/information is inaccurate (GARBAGE IN), then any computations, using that inaccurate data/information can't be anything other than GARBAGE OUT.
Over the years I've come to believe that you should carefully consider G.I.G.O as it could apply to the Heart Rate & Power training you offer in your classes.
Spinning® Master Instructor Danielle Foster alerted me to this article: Three Reasons To Rethink Heart-Rate Training from running.competitor.com. While they don't identify G.I.G.O by name as the cause of their concerns, a quick read through their list shows, and I'm confident you'll agree, that's the case…
1. Fluctuations Do Not Correspond To Effort Levels
Perhaps the biggest limitation to heart-rate training is that many changes in your heart rate do not correlate to your fitness level. Sleep, stress, and dehydration can all raise or lower heart rate on any given day. As normal people with jobs, families, and otherwise busy lives, these outside influencers are common and can have a drastic affect on your heart rate readings.
“Sleep, stress, and dehydration can all raise or lower heart rate on any given day.” I don't know about you, but if I don't get enough sleep I can feel like >>> GARBAGE. So anything my HR Monitor or Power Meter shows me will be potentially inaccurate. Same goes for; stress, hydration levels, illness, training frequency / amount and also if you're in the doghouse… because you forgot your wedding anniversary.
2. Lack Of Concrete Data Needed To Establish Training Zones
Another inherent drawback to heart-rate training is how difficult it is to establish your max heart rate and the accurate training zones that result from that figure. While a quick Google search reveals a myriad of formulas to help you find your max heart rate, the problem with formulas is that they are based on an average. What if you’re not average? Not only that, but is maximum heart rate really the best predictor of training zones?
Sally Edwards says using shoe size would be as accurate a predictor of maximum heart rate as any age predicted formulas. So what should you use to determine your training zones? If you're really serious, I'd take a graded exercise metabolic assessment. Yes they're expensive and you might have to travel a ways to find a provider.
What about a the 20 minute threshold field tests other's promote? They may work for the true endurance athletes in your classes. It's only after hours and hours of training that most have the fitness, and have learned to tolerate (and enjoy) the pain, that is working at threshold continuously for 20 minutes. Without either, your riders are probably not really finding their actual threshold HR or watts = G.I.G.O. Any zones they build from GARBAGE will be… GARBAGE.
Were always adding new members, so in case you missed (or haven't found) my series of posts from 2011. They describe why I don't feel long threshold field tests get the results we intend.
I missed IDEA this year but our Man on the Street Chuck Cali was there. In this video Chuck interviews a number of Instructors who took part in the demonstration classes of MyRide+ from Team ICG.
This goes to my earlier post about the potential of constructing a studio in a way that will really engage your students, with minimal distractions.
You thought you are doing everything right. You feel you've been a model employee for over 8 years. You're always punctual and prepared to teach a great class. The members seem to enjoy you and you've had consistently good attendance numbers. Other Instructors appreciate your willingness to sub for them and you (maybe mistakenly) thought your GF Dept Head liked having you on her team and would have your back in a situation like this.
But then you get an email saying simply; Dear [wlm_firstname], we're sorry to inform you that based on the fact you only have one scheduled class, your employment with us will end 14 days from the date of this email…
You maybe on a first name basis with many of the managers and other employees at your Big Box club, but you're still just a number to some faceless person at corporate HR. If you teach for a Big Box you probably clock in using your employee number. Mine is 538**. I'll posit that there was an annual review of all the Instructors at LA Fitness and those not meeting the minimum hours of classes were flagged for termination. HR then contacted each GFDH of the flagged Instructors, requesting that they either find another class for the Instructor – or thank them for their service as they're shown the door 🙁
Who's at fault here?
Or maybe the question is; “why did this happen?” I'm inclined to hold the GFDH responsible here. She should have known the rules about the minimum classes and appears to have ignored them – which obviously worked for a number of years. I was in a similar situation at LTF. During the summer months I was down to only one class, having cancelled my Sunday endurance classes from May to November. Our GFDH had my back until she too was informed of an audit from HR – except she was able to show that I was also subbing one or more classes a week – so I wasn't fired. I did need to pick up a second class and thankfully another Instructor retired, opening a spot for me.
What's a good strategy to prevent this?[wlm_private ‘PRO-Platinum|PRO-Monthly|PRO-Gratis|PRO-Seasonal|Platinum-trial|Monthly-trial|PRO-Military|30-Days-of-PRO|90 Day PRO|Stages-Instructor|Schwinn-Instructor|Instructor-Bonus|28 Day Challenge']
First I'd be sure I knew the rules and get cracking on adding another class or two if possible. The Instructor who wrote the post says she didn't know that there was a two class minimum – a quick question to your GFDH should tell you everything you need to know.
Second I would honestly assess; how secure is my position here at XYZ Fitness? Don't BS yourself into thinking you're so special that they would never consider replacing you. Businesses close, management changes and the people who will decide your future with the company maybe a thousand miles away, throwing darts at a list of numbers 🙁
Thirdly I would diversify – starting today. That old saying that you need a job, to get a new job, is totally true.
Contrast a position of confidence –
Hi there! I teach at XYZ Fitness and I'd love to learn more about you and your studio.
With one of desperation –
Are you hiring Instructors? I just lost my job at XYZ Fitness… Oh no, it's wasn't anything I did…
When was the last time you visited the other studios near you? Taken a class? Have you met the owner or manager? Asked if they need subs? Or requested an audition? I personally know that I could slot in at two different studios, if LTF ever sent me one of those; “Dear John” emails.
Do you have an alternate place where you could teach?
*Holding a minimum of two weekly scheduled classes seems to be common amongst many of the Big Box clubs including Life Time Fitness. This makes sense from an employer's perspective… there is an administrative cost to each person on the payroll; taxes, insurance, w-2's and other mailed notifications = a company needs to set some minimum threshold for classes and/or hours worked. No, I don't feel a club realizes any measurable cost for your free membership. [/wlm_private]
The debate over cardio vs. high-intensity interval training (HIIT) usually assumes that the issue is an either/or choice. In that debate, HIIT is usually compared to absurdly low levels of cardio exercise — not to the kinds of classes ICI-PRO instructors probably teach.
This post explores the evolutionary value of combining cardio and HIIT.
In his book Born To Run, Christopher McDougall reveals the blend of morphology, paleontology, anthropology, physics, and math that led to understanding how humans became the greatest distance runners in the animal kingdom.
There’s no way this short article could do justice to McDougall’s fascinating and detailed description of the emergence of homo sapiens over Neanderthals (they were parallel species), and the evolution of humans as supreme hunters — hundreds of thousands of years before the creation of the tools we associate with hunting (spearheads, bows and arrows).
A few of the evolutionary changes include:
– upright posture to allow deeper breathing and limit retention of sun heat
– the ability to release body heat through sweat, rather than panting like other mammals until they must rest or die of hyperthermia
– the ability to accelerate when the pursued animal has been run to exhaustion.
So human “persistence hunting” combined endurance running primarily, with some sprints. Humans evolved to run in conditions that no other animals can match, and it’s easier for us.
Good At Endurance, and For a Long Time
Endurance athletes can typically continue into what would be considered old age in other sports. In many cases, such as distance running, they can still out-perform teenagers or 20-year-olds until their mid-60s.
At his first double-marathon, the most notable thing my then-35-year-old coach, Jim Karanas, saw was the age of most of the runners, who were 45 to 55. He said it told him immediately that the ultra-run was more of a mental than a physical challenge.
When workouts are always high-intensity, over-training is likely. So are failure to recover fully and a high incidence of injury.
It’s also likely that someone will burn out after constant high-intensity work, making it feel like drudgery, instead of something to look forward to each day. Why not work out in a way that you’d enjoy making part of your schedule long-term? Why not create classes like that to bring your participants back over and over again?
Matt Fitzgerald, noted marathon runner and author, suggests endurance training primarily with 2 to 3 high-intensity trainings per week.
McDougall quotes researcher Dr. Dennis Bramble, who said, “If you don’t think you were born to run, you’re not only denying history. You’re denying who you are.”
But let’s not limit this to running. Endurance athletes of other types display similar results. Countless stories describe master’s cyclists in their 50s and up outperforming younger cyclists.
In his 50s, my coach raced against the cyclists in the 30-year-old category — because he found he could perform better against them than against the experienced racers his own age! Those guys kicked his butt when he was first starting to race.
He was also one of the few (and the oldest that weekend) to ride the notorious Furnace Creek 508 fast enough to qualify for RAAM.
So the choice isn’t really between short, intense intervals and long, slow cardio with a magazine. The right kind of training is not either/or, but both.
(The cardio, of course, should be hard enough to cause a training effect, not help you catch up on your reading.)
This perfect combination is effective, enjoyable, sustainable over the long haul, and entirely in sync with our evolutionary nature.
What do you do when you want to train but need a break from cycling? Indoor rowing is an excellent alternative. If you’re into power training, this is for you.
Most of my teaching of indoor cycling was done in Performance Max, a program that included both cycling and indoor rowing. I took the program as a participant for 14 years and taught it in a different location for 12. This post covers the basics of starting to row.
Truly, the only indoor rowing machine worth using is the Concept 2 Rowing Ergometer (“erg” for short). Yes, other rowing machines exist, but no one who rows takes them seriously. The Concept 2 is the gold standard. The current models are the D and the E (slightly higher off the floor). The longest-standing model is the C, which was the one-and-only for many, many years. (I have one, love it, and wouldn’t trade it for a D for anything!)
If you have access to a Concept 2 erg and are new to rowing, learn correct technique from the start. It’s easier to learn it the right way than to unlearn the mistakes that people commonly make when trying to row on their own. If you teach at a gym with an instructor who really knows rowing, that’s ideal because you’ll get good instruction and correction. Years of teaching rowing have shown me that correction is essential.
If you don’t have either an erg or personal instruction, visit the superb Concept 2 website (concept2.com). This 5-minute video teaches rowing technique step by step and repeats the steps clearly and slowly.
There’s also an “erg finder”. Enter your location, the type of facility you want (e.g., health & fitness club), and the distance you’re willing to travel. You’ll get a list of clubs with addresses and the number of available ergs there. You might want to call to verify the info. (When I looked for ergs in San Francisco, the club I taught at for years was listed as having only 1 erg; that was wrong. Farther down the list, though, the same club was listed again, accurately, with 17.)
Once you’ve learned to row, you can take advantage of Concept 2’s Workout of the Day. You can choose short (30 minutes), medium (40-45 minutes), or long (60+ minutes). It’s available on the website daily — or can even be delivered to your inbox.
A few points to keep in mind:
– Rowing is not an upper-body activity. It’s a full-body activity that centers on leg power. Sliding seats were added to rowing shells in the 1870s to optimize the superior power of the lower body. The best training I’ve heard on this came from a Performance Max instructor who rowed on the U.S. National team: “The arms are an afterthought.”
– Rowing has a definite learning curve. In the beginning, it may feel frustrating not to have sufficient power in your stroke to reach a high heart rate. That will change with practice. Believe me, rowing heart rates can go very high, typically higher than in cycling.
– Because of the learning curve, novices often use a higher damper setting than necessary. The damper opens the drum to let in more air, increasing the resistance. Skilled rowers, however, use a moderate setting and create effort by accelerating quickly at the start of the stroke (the catch).
– The most common mistake is bending the knees too soon after you finish the stroke. (This will make sense once you’ve watched the video or gotten some instruction.) It’s almost instinctive and can be difficult to correct. One effective correction is to stop rowing and hold for 2 seconds after you’ve extended the arms before letting your knees bend. Repeat with each stroke for a few minutes.
– Rowing should NOT be done with a straight back. Curving the shoulders slightly forward will engage your core and protect your back. A straight back is more likely to be injured.
Holding an even and consistent pace can be difficult to learn. Jim Karanas, who created the PMax program, always said rowing builds character: With every stroke, the computer tells you you’re a failure [i.e., your pace is off], but you have to keep going.
Working on pace feels like moving meditation. Skilled rowers doing sustained efforts even look relaxed and meditative.
So here’s to a character-building, meditative yet exciting alternative to cycling. I think you’ll like it. You might even find yourself adding it to your training on a regular basis.
