What if you could get inside the minds of your students? It”™s common to hear compliments from your regulars about what you are doing well, but what about the students who come once and decide never to return? So far, we have explored the importance of preparation, and welcoming every student. This week, we'll consider the need for tact and professionalism, even when the complaint is valid.
Imagine that you are unpacking your gym bag after class. There is a note sitting on top. It says…
Dear Instructor,
Let me start by saying that I am a workout junkie. I have tried every kind of exercise and class there is: running, yoga, Cross Fit, Personal Training, kickboxing to just name a few. And, you know, of all the types of workouts I've tried, indoor cycling here at this club is my all-time favorite. I love it here. The team is fantastic and I enjoy every instructor and every class. Everyone is unique and provides something a little bit different, so I get a well-rounded routine by coming throughout the week. Not many places can offer that.
But I have to ask you a question -- do you like it here? I can tell that you are passionate about teaching and cycling. I appreciate that you put a lot of effort into your classes and I'm impressed that you seem quite knowledgeable about riding. But it seems that you can't stand this place. The things I have heard you say about the other instructors and the management here are really unnerving. Sometimes you complain about little stuff that would probably annoy me too, like the fan or the mic being busted. That's not so awful. But it is awful when you speak badly of the other teachers. In fact, I really do not like it when you go off on my favorite instructor. She has so much energy and excitement! I really look forward to her classes and I think your comments are out of line. I understand what you said about jumps and I agree that she does them kind of fast. But don't you think you'd be better off telling her privately what you think is wrong instead of trashing her to your students? That is so unprofessional! And it makes you look really petty to complain that the other instructors teach stuff you don't like. If you are so educated, why don't you just tell them instead of making us feel like jerks for liking their classes? Why would they even be teaching here if they were as terrible as you say they are? Have you even taken one of their classes to know whether this stuff is as bad as you think?
You really are a good instructor and I would hate to see you lose your support by focusing on the wrong stuff. I hope you'll take this as it was meant - to help you see that no one is going to listen to you as long as you are bad-mouthing others, especially if they happen to like the other instructor better. It doesn't matter how smart you are if you are being self-righteous when you do it.
Sincerely,
Diplomatic Debbie
Have you ever been one of the characters in this scenario? Is it ever okay to speak negatively about your employer or another instructor to your students? If you were the director at this club and learned of this situation, would you have anything to say to the instructor or the student?
- Dear Instructor: The Importance of Preparation - July 25, 2022
- Be the helper - October 11, 2019
- Dear Instructor: If you don't have something nice to say… - January 15, 2017
I think this scenario is absolutely inadmissible! If I was the instructor receiving the note I would do the right thing and just quit the club.
I have never talked negatively about another instructor to anybody. I also deflect comments coming from students about other instructors by asking them to try telling the instructor in question directly or if it is something more serious to approach management with the issue.
Yeah, I’ve been know to complain about the mike a few times and I usually do it in a humorous way. But that’s as far as I go.
Now, if I was the manager/owner of the club in questions I would first approach the instructor about his unacceptable behavior and let him/her know that I will not tolerate such behavior in my club.
I would also look into his claims against other instructors. I would do that as due diligence of my part.
Ultimately I would not want to have him/her on my staff and I would probably let this person go.
Sorry Krista but I have to say these fictitious letters have, well, become to fictitious.
When did life – and by extension indoor cycling – become so black and white? Here is the reality; WORK OUT JUNKIES ARE NARCISSISTIC self fulfilled people that cannot be pleased by anyone but themselves. The last person in the room that I will ever feel compelled to answer to is the work out junkie.
Additionally, an instructors job is not to please the unappeasable but to create an environment and especially a connection that above all else gives a majority of those paying customers a GOOD REASON TO COME BACK. If that is what is happening then I suggest considering the source and moving on.
Most people choses a cycle class that works with their schedule. No matter how great an instructor is that teaches a 0900 class, if you work a day job, you are not taking that class. So in the grand scheme of things people chose a class that fits with their schedule first. Then if they like the instructor they continue coming to that class. If they don’t like the instructor they take the Zumba class at the same time, not come to a cycle class at a different time.
Diplomatic Debbie admits she thinks this instructor is putting in the effort but is put off because of allegedly slanderous comments about others. While I don’t condone such behavior, if I were management I would consider the source before doing anything. Finding a good instructor is not easy. Dumping them on the say so of a junkie sounds like wrongful termination to me.
Krista I really like these because they are very real to me. The tendency to complain about small things (especially when they affect our performance) is something I’ve been guilty of multiple times.
I’ve also become a reformed arbiter of what’s right/permissible in a class. Criticizing how another Instructor chooses to teach their classes (publicly) comes off as elitist. As you discuss, it also causes our members to feel they need to defend the absent Instructor.
Our mother’s were right, if you don’t have anything nice to say…
😉
Thanks for the awesome thoughts, guys. Chuck, I think you and I have different perceptions of the same stereotype. The workout junkie usually tends to have clout amongst the membership. They are “popular”, you know? Maybe you don’t have cliques of group xrs where you teach, but they are just as catty as the cliques in high school were. If one of them turns on you, suddenly the room is empty. We, at least I, don’t all have the luxury of ignorning them, because they complain. LOUDLY.
I think it is critical that when trying to warn our students about the pitfalls of CI movements and classes that have no focus that we don’t take an “us vs. them” approach. As John mentioned, we can come off as elitist (at best and as a whiner at worst I would add) if we don’t carefully choose our words. This was meant to be the main focus of the letter, but the fact that it didn’t come across means I have work to do… 😉
Thanks again!
Krista,
For what it is worth, I think your post did come off just as you intended. You are doing fine because your posts generate commentary. Bravo!
Though not so much on ICI, It is a well known fact in the circles I run in that I tend to march to the beat of a different drummer. In general it has not served me as well as the quietly diplomatic I’ll just keep my thoughts and beliefs to myself types. Politically correct I’ve never been. I’m working on it but once again I’ve gone off said what I think. Upon rereading it 24 hours later it does come off elitist to some degree.
Make no mistake, we have our cliques here in CA as well and I have seen the power of the group.
John did a good job of countering my comment ending with what my own mother always told me (I should have listened) and the title of your post. Hence my 😉
Bottom line; show up on time, connect, give em a good work out, have a few laughs, change it up, keep it relevant and play some decent music. Teach your class, work with management to keep the equipment working, smile and don’t sweat the small things. It is a winning formula
I love this thread! I love the big guns coming out, all with totally valid points. I totally agree with the last portion of Chuck’s post, show up, give them a great class, bask in the “what a great class compliments” after. I would never trash another instructor for any reason. I’m a bartender (as well as a spin/fitness instructor. People always ask which wine is better? Well, that depends on your taste, I like Chardonnay, however, they may prefer a Pinot Grigio. It doesn’t mean that one is necessarily better than the other, they would just rather have one over the other. It’s all good!
I appreciate that Krista has brought this up and all the comments that everyone has made!!!
My biggest problem is continuing to maintain professionalism and a positive attitude when the students in my spinning classes complain about EVERYTHING and somehow think that I am going to be able to fix these problems if they tell me about them. Does this sound familiar??? Any ideas about this. I try to maintain professionalism, but I always feel like I am put on the spot. Oh, the mic STILL isn’t fixed??? Well, I am not too pleased about this either, but I am not going to blame anyone for it. Mics get broken and it takes time to get them fixed.
Sometimes, I come to class and I am not feeling my absolute best-I have had a hard day or it has been a big scurry through traffic to get to class on time. It’s at those low moments that I am most vulnerable to their negativity. I think you all have experienced these problems, and I would appreciate your comments and advice.
I think this thread reinforces the notion that one person’s BIG THINGS are another’s small ones (and vice versa)
The black or white issue makes it a bit difficult to discuss effectively because, for sure, it’d be a bad idea to trash an individual out of hand……but does this happen very often? Actually, apparently it does in my club……and the *dissee* is me and the *dissing* is along the lines of I’m too technical nd my classes are too tough (interesting accusing towards 60 year old) and the disser is a warp speed “jumper” par excellence. My response (in private) was that the fat bitch can kiss my arse. Oooops, maybe that’s what you were talking about….
Still, there’s a balance to be had here. No personal back-patting at someone else’s expense…….but don’t be afraid to promote the value of *your* product, even if it contradicts what a class member perceives to be the funnest part of his/her favourite instructor.
One comment I oftentimes make when I have a new-to-me class member is that, if they hear something *new* (a.k.a. foreign) out of my mouth, all it means is that no-one else has mentioned it to them before. A clean statement of fact with no value judgement attached whatsoever……right ;)?
Vivienne
Great points, ladies. Thanks for sharing your thoughts. And Chuck too — I appreciate what you said. Thank you. Kathy, excellent reminder that we all have our preferences. That goes with what Vivienne said: One person’s big thing is another’s small thing. The thing is, if your rider’s BIG thing is nothing to you, then you could be offending without ever realizing it! Vivienne, I like that you mentioned “promoting your product” — that is the attitude we should strive for, IMHO. Talking badly about your competitiors isn’t good for business, unless you’re a politician.
Kristin, here’s my advice — LIE. 🙂 When you 100% agree that they should have fixed this junk MONTHS ago and you can’t take it anymore, smile and say you like it better this way. 🙂 You see the broken equipment as a unique challenge to get out of your comfort zone and become a better teacher and rider. Or just laugh and say, “if they fix it, then what will we complain about?” Having a good attitude about it and avoiding complaining yourself will actually help them stop. If they know you won’t commiserate, they won’t bother. 🙂 At least, that is my experience. Maybe someone else had a better idea?