IHRSA - Tip-Difficult Members

The Lighter Side of...Managing Difficult Club Members

An IHRSA Tip

Difficult members are a part of the customer service equation. Every club has them. Here are some time-tested (and well-meaning) tips on how best to handle, well, you know the types:

The Complainer (the pool's "too cold" and the hot tub's 'too hot') Nothing is "just right!" Your employees see her coming and hide. A member like this can harm morale. Schedule a meeting and ask her to write down all of her concerns about the club. (She may realize how petty some of them are if asked to put them in writing.) Pleasantly address them one at a time until she is satisfied, or at least done complaining.

The Exhibitionist (who wears short-shorts?) Take him or her aside privately and explain your dress code ' which should be outlined in your member handbook. It should specifically state what is ' and isn't ' appropriate attire. Examples of allowed and prohibited clothing will help you be consistent in enforcing the policy.

The Don Juan (hey baby, how you doing?) Don figures, "Why pay for a dating service when I can meet women at the gym?" If his behavior could constitute sexual harassment ' against a member or an employee ' you are obligated to address it immediately. But if Don is just an annoyance who can't take a hint, let him know that you've received a complaint and that if you receive another, his membership will be terminated.

The Energizer Bunny (she keeps going and going) Post signs stating that when others are waiting, there is a 30- minute limit on cardio machines. Sign-up sheets can be helpful. A staff person can monitor the area and remind anyone exceeding the time limit that others are waiting. If you suspect that the member might suffer from exercise addiction and/or anorexia, approach her privately and in a non-threatening way, and offer to refer her to a therapist who can help.

The Moaner (groaners and other screamers for attention) There's nothing wrong with a little grunting during a workout, but with each rep, this guy sounds like he's passing a kidney stone. Have a personal trainer approach him between sets and, in a helpful way, let him know that if a set is as difficult as it sounds, he could be risking his health and he should lighten up.

The Trainer (Hey there, let me show you how it's done) He's a banker by day, but when he's at your club, this guy lives out his dream of being a personal trainer - albeit unpaid. While he may appear helpful to your novice members, if his advice leads to an injury, your club could be found liable. He should be told to leave personal training to your employees.

The Lovebirds (can't keep their hands off each other) Public displays of affection (PDAs) have no place in a gym. Take the couple aside and explain your policy. While it may not address PDAs directly, your policy should say something about reserving the right to address "inappropriate conduct." Be sure this is consistently enforced ' e.g. not just for heterosexual or homosexual couples ' to avoid legal problems.

The Sweater (is it hot in here?) As this member walks away from the recumbent bike, sweat pours off it like rain. When he fails to mop up his mess, what should you do? A staffer could approach him with a towel and spray in hand and ask, "Are you done on that bike?" Repeat after he's done using each piece of equipment. He should get the hint!

The Odor (okay everybody, hold your breath!) Got a member who exerts a strong smell? Mail him a friendly letter. It needn't be personalized ("Dear Club Member") and should serve as a general reminder (e.g. warm weather is here, be sure to clean out your lockers, wear deodorant, etc.). It should look as if it was sent to all members. If things don't improve, take him aside discreetly and give him a chance to explain. If his odor is caused by a medical condition (or a medication used to control one) he may be protected under the Americans with Disabilities Act. If the problem is that he's heavy-handed with his cologne, ask him nicely to tone it down. Scent intensifies during workouts and can bother those with allergies or asthma.

Please e-mail Tips@ihrsa.org with feedback or questions about this Tip.