When it comes to hiring in the fitness industry, hiring based on certifications is only the beginning. Of course there are many different qualifications that a trainer, coach, or group fitness instructor can have, but in the end there are some traits that are far more important than any of them.
While the technical skills of a fitness professional can be learned in a relatively short period of time, the softer skills of a professional are typically harder to teach.
The best of the best have qualities that are hard to teach such as connecting with members, building trust, solving problems in a timely manner, having composure under pressure and creating an environment where members feel most comfortable and provide the best possible experience.
Many gyms and studios put too much emphasis on technical qualifications during the hiring process, and this can lead to the gym/studio hiring a trainer/fitness professional who will create poor member experiences.
Some key qualities to pay attention to when hiring the best fitness staff are:
Empathy Creates Better Member Experiences
Many members that enter our fitness facilities are not confident in their ability to perform exercise in our facility.
Many people who walk into a gym are already intimidated before they’ve even started to work out. There are also people who are trying to get back into shape after injury or health problems. Others haven’t exercised in years and are trying to form new health habits.
A coach who is able to understand the member who is struggling with various emotions can have a profound impact on the member’s experience at the gym or studio.
Empathy isn’t about lowering expectations. It’s about recognizing where someone is starting and helping them move forward without judgment.
Members remember the feeling that they received from the coach for a long time after the workout. They’ll return to work with a coach that makes them feel like they are understood.
Technical skills of a trainer enable them to design programs. But it should be with empathy and ability to connect with others that a trainer uses to deliver that program to his or her clients. Members remember with pleasure how they were treated, not the workout itself.
Coachability Is One of the Best Predictors of Long-Term Success
The fact that someone has experience doesn’t necessarily mean that they’ll be able to apply it. The best employees are those who are able to improve quickly and learn from feedback, and this is only possible if they are coachable.
The fitness industry is constantly changing. There’s more and more research that comes out about health and fitness, there are new technologies that are being created all the time to help people get in shape, and there are many different member expectations that have to be met at different gyms and fitness studios. Businesses within the industry are constantly coming out with new programs, services and also new ways of coaching members.
Employees who can receive feedback are able to improve very quickly because they’re open to learning.
People who believe they know it all already tend not to grow.
While asking a candidate about their knowledge and experience during an interview can be very valuable, it’s equally as important to find out how they would react in a situation where they didn’t have all the answers. This will give you an idea of how they would continue to grow and develop as an employee.
It’s said that candidates who demonstrate a curiosity for learning, and ask thoughtful questions during interview processes, and accept feedback constructively, will make better employees than those with more experience, but are stuck in their ways and have a closed-minded approach to their work.
Strong Communication Builds Trust
Fitness professionals communicate all day long.
They’re explaining exercises, correcting movement patterns, motivating members, answering questions, resolving concerns, and collaborating with coworkers.
Clear communication reduces misunderstandings and creates confidence.
Great communicators also know how to listen.
When a member expresses a problem to a coach such as ‘I’m frustrated’, ‘I’m nervous’, or ‘I’m not consistent enough’, the coach needs to listen first to establish the root of the problem. Once they ‘ve come to an understanding of the member’s situation then they’re able to find the best solution to their problems and work with them in the subsequent sessions.
Communication is more than being able to express yourself well. People need to feel heard as well.
Adaptability Keeps Teams Moving Forward
The days of a fitness professional are always different.
Class schedules are subject to change; gym classes fill at the last minute; equipment breaks; employees call in sick; members arrive with differing energy levels and requirements. Employees who can adapt to these and other circumstances provide stability to their teammates when things are less than typical.
Employees who can adjust without becoming overwhelmed help create stability for everyone around them.
Adaptability also shows up during periods of growth.
Maybe your business launches a new service, expands to another location, or introduces new technology. Employees who can adapt to change become future leaders of the organization because they’re willing to learn how to do new things.
Emotional Intelligence Strengthens Teams
Technical ability helps someone perform their job.
Emotional intelligence helps someone with high EI work well with everyone around them.
Highly emotionally intelligent individuals are able to recognize and manage their own emotions and understand how their actions will affect others. They can maintain their professionalism in any situation, manage conflict and resolve disagreements constructively and promote a positive workplace culture.
This is especially important in the fitness industry where staff spend a lot of time interacting with members, other team members, their manager and vendors.
A technically skilled employee who is creating conflict with the rest of the team will have a larger negative impact than most employers realize.
On the other hand, someone with a great deal of positivity, maturity, and Emotional Intelligence can have a large positive impact on others and elevate them to performing their best.
Customer Service Is Everyone’s Job
Outstanding customer service shouldn’t just be delivered by the front desk. All interactions can create a good or poor impression of a gym.
Each person’s experience at your facility can determine whether or not they continue to be members and spread the word to others about your facility.
A trainer remembering someone’s name.
A coach celebrating a personal milestone.
An instructor checking in after a difficult class.
Walking a member to the correct area of the club rather than sending them off with directions on how to get there.
Small moments build loyalty.
Members have choices as to where they go to exercise. Their experience is what’s going to keep them coming back for more or not. Thus, a great member experience is created not only by technical skills of training but also by great customer service skills delivered by the staff of your gym.
Technical skills help deliver workouts.
Customer service creates relationships.
How to Identify Soft Skills During the Hiring Process
While a person’s resume or previous job titles can provide insight into their experience, many soft skills are not immediately visible on paper.
Behavioral interview questions are much better to get at how someone behaves than typical yes/no type of questions that are typically found in most interviews.
Ask the candidate to describe a time when he/she dealt with a difficult member. How did he/she handle the situation?
Have them explain a time they received constructive feedback.
A variation of the above would be to ask the candidate to describe a time when they were required to adapt to a given situation, or to work with another staff or team member to resolve a problem or conflict for a member.
Their answers will give you a much better idea of how they will perform than any credentials that they list on their resume.
Working interviews are another way to assess candidates’ soft skills. Observe how your candidate interacts with your current members and staff. The way in which they work with others will give you far more insight into their potential as an employee than their resume will.
Hire the Person, Not Just the Resume
Certifications matter. They are required for the safety and the professional development of your staff. They help create credibility with your current and prospective members.
But certifications alone don’t build strong cultures or loyal memberships.
People do.
The fitness business that attracts qualified people and retains them in high numbers also hires people that have excellent communication skills, good personal characteristics and an ability to work with others in a team environment. They choose people who will help maintain their culture and give their employees the chance to grow and develop in their roles.
Those qualities can’t always be measured by a certification.
Those are the kinds of qualities that will make the difference between filling a position and creating a successful team to build your business.
At FIBR we support you as you find the best person for your business; someone who has the technical skills as well as the skills to work with other people and to build a strong culture and loyal membership.
