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5. IHRSA MEMBER RETENTION REPORT: Volume 1 | Issue 3 Focus on
Member Loyalty What makes good clubs good and bad clubs bad? C
retentionpeople the Customer Experience Solutions from the
Retention Experts People
6. Talent Acquisition
7. Recruiters use of online resources to vet candidates
8. Norman Brinker- wasnt a fan of hiring people to play rst
base; he just wanted to hire a good baseball player
12. HIRE FROM WITHIN EXTERNAL HIRES ARE 61% MORE LIKELY TO BE
FIRED THAN INTERNAL PROMOTES. INC. MAGAZINE
13. On-boarding Experience
14. PERFORMANCE
15. High achievement always takes place in the framework of
high expectation
16. GRAND CANYON: Most Dicult / Isolated New Hance TrailFor
those seeking a more rugged, and therefore more secluded
experience, the New Hance trail oers both. Of our trips along this
path, human contact has only occurred twice! Just nding the
unmarked trailhead takes quite a bit of luck and eort! For much of
this hike you will be using your hands, feet, elbows, heels,
backside, heck maybe even your forehead! It oers no reliable water
sources, involves scrambles over rugged unmaintained trail, and
features numerous technical obstacles.
17. The loftier the building, the deeper must the foundation be
laid. - Thomas Kempis
18. 250 Cultural Commitment!
19. Yo u g e t w h a t y o u D E M A N D y o u e n c o u r a g
e w h a t y o u T O L E R A T E
20. I G N I T ED I S C R E T I O N A RY E N E RG Y / E F F O
RT
21. 30% 52% 18% Gallups State of the American Workplace - 2013
Engaged Disengaged Actively Disengaged * 350,000 respondents
22. ENGAGEMENT CATEGORIES 1 Engaged employees work with passion
and feel a profound connection to their company. They drive
innovation and move the organization forward. 2 Not Engaged
employees are essentially checked out. Theyre sleepwalking through
their workday, putting time but not energy or passion into their
work. 3 Actively Disengaged employees arent just unhappy at work;
theyre busy acting out their unhappiness. Every day, these workers
undermine what their engaged coworkers accomplish.
23. 01 I know what is expected of me at work. 07 At work, my
opinions seem to count. 02 I have the materials and equipment I
need to do my work right. 08 The mission or purpose of my company
makes me feel my job is important. 03 At work, I have the
opportunity to do what I do best every day. 09 My associates or
fellow employees are committed to doing quality work. 04 In the
last seven days, I have received recognition or praise for doing
good work. 10 I have a best friend at work. 05 My supervisor, or
someone at work, seems to care about me as a person. 11 In the last
six months, someone at work has talked to me about my progress. 06
There is someone at work who encourages my development. 12 This
last year, I have had opportunities at work to learn and grow.
GALLUPS Q12
24. Gallup found that engaged employees are in better health
and have healthier habits!
25. When people are placed in positions or given
responsibilities that do not take advantage of their individual
strengths, they are like sundials in the shade. Abraham
Lincoln
26. Lead With Heart There is a direct link between empathy and
commercial success. Belinda Parmar - Harvard Business Review
27. Thriving - 67% Struggling - 33% Suffering - 1% How do
employees describe their wellbeing?
28. Kill your performance ratings?
29. Pay attention to your employees any kind of attention!
31. Human Capital Pyramid People Performance Grid High Values/
Low Performance High Values/ High Performance Low Values/ Low
Performance Low Values/ High Performance By Gary Hamell
32. Cull the Herd When Necessary
33. Identify & Implement pride builders
34. B A N D W A G O N t h e e f f e c t
35. Recognize & Celebrate Success!
36. Employee of the Moment
37. Tie Recognition to specific behaviors and values.
38. What's going on at TELOS? Stay in the know... View this
email in your browser IT'S PERSONAL. IT'S A GREAT DAY TO BE A PART
OF TEAM TELOS. Below are the weekly updates and recent CIA
recipients. CIAS: Chris R.- for sharing our facebook posts and
inviting friends to visit the club on facebook. Interns and Avri-
for helping to prepare for the All Staff meeting. Lindsay S.- for
assisting with party dcor. Member comment of the week: "TELOS does
a great job at keeping the member experience at a high level. And
they care about the well being of each member." Highlight of the
week: T-shirts for the Anniversary Party! T-shirts for employees to
promote the party will be in this Friday afternoon. Stop by the
business office to pick yours up! Avri Boswell To: Brent Darden FW:
TELOS: Team Talk October 1, 2013 11:13 AM
39. Promote Potential Reward
40. Tell Me Follow the Tell Me - Show Me - Involve Me Formula
Show Me Involve Me
41. ENTREpLOYEES
42. PRIORITIES
43. Understand the Principle of Strategic Consumption"
44. Norman Brinker- wasnt a fan of hiring people rst base; he
just wanted good basebal Master B S Business Simplication
45. The Whyof everyday work?
46. Establish & Share the goal Hierarchy
47. 5 Things Loyal Members/ Promoters Care About Most: 1.
Friendly staff / trainers / instructors 2. Plenty of good quality /
working equipment 3.Variety and schedule of classes / programs 4.
Clean facility 5. Good customer service
48. Members experience is largely driven by their satisfaction
with the fundamentals cleanliness, friendliness, facility,
1Thisdocumentisconden/alandisintendedsolelyfortheuseandinforma/onoftheclienttowhomitisaddressed.
11% (8.8) 11% (9.2) 10% (8.8) 10% (8.3) 7% (8.7) 6% (8.5) 6% (9)
40% (NA) Top Drivers Weight (%); Avg Score (X.X) Gym Cleanliness
Front Desk Staff Equipment Condition Locker Room/Showers Equipment
Selection Group Exercise Programs Personal Training Staff Other
Touchpoints that Drive Retention (surveyed members only All Clubs)
communicate the investments you make in these areas.
49. THE BETTER QUESTION IS NOT DID I DO MY JOB? BUT IS THE
CUSTOMER HAPPY?
50. Commitment Avoid Commitment Drift.
51. Distinguish the Important from the Crucial. Distinguish the
Important from the Crucial.
52. Mission First People Always
53. No amount of success at work can compensate for failure at
home. 1. Faith 2. Family 3. Friends 4. Fitness 5. Finance
56. In my experience, the thing that has the most significant
impact on a movies budgetbut never shows up in a budgetis morale.
If you have high morale, for every $1 you spend, you get about $3
of value. -Brad Bird
57. Traditions Training
58. Coaching is not what you know. Its what your student
learns. - Andre Agassi
59. ` all organizations are perfectly aligned to get the
results they are getting.
60. share goalswide company
61. People ~ Performance ~ Priorities March 2016
www.brentdarden.com