<ul><li>Strategic Planning for  </li></ul><ul><li>Club Owners & General Managers </li></ul>Joe Cirulli President/CEO [emai...
All Successful Businesses Start With A Strong Foundation
Winning in Competitive Markets 7 Factors that Matter
The Marketplace Fundamentals <ul><li>Demographics: catchment area, household income, educational levels </li></ul><ul><li>...
Operational Characteristics <ul><li>“ First movers” </li></ul><ul><li>“ Fast followers” </li></ul><ul><li>Past waves:  The...
Operational Characteristics <ul><li>Network on a regular basis: share information, trends, challenges and opportunities. <...
Operational Characteristics <ul><li>Regularly Track Leading Indicators of Success and Failure: (Critical Numbers) Program ...
<ul><li>Who is your competition? </li></ul><ul><li>Why do people buy from your competition?  </li></ul><ul><li>Why do they...
<ul><li>Could your assumptions be wrong? </li></ul><ul><li>Give three examples of what your competitive environment looks ...
Yearly Competitive Analysis <ul><li>Name three moves that you have done to your competitors. </li></ul><ul><li>Give two ex...
<ul><li>Visit Competitors </li></ul><ul><li>Review Websites </li></ul><ul><li>Review Advertising and Promotions </li></ul>...
 
strategy  - a plan of action or policy designed to achieve a major or overall aim :  time to develop a coherent economic s...
What Makes a Strategy Successful?
Secrets of the World’s Best Companies What really works! Harvard Review
18 Elements of Strategic Success <ul><li>Being one of the largest enterprises in the industry  </li></ul><ul><li>Having a ...
18 Elements of Strategic Success <ul><li>Delighting customers by exceeding their expectations. </li></ul><ul><li>Hiring su...
The 4 plus 2 formula for  Sustained Business Success
18 Elements of Strategic Success <ul><li>Being one of the largest enterprises in the industry  </li></ul><ul><li>Having a ...
The Four Primary  Management Practices <ul><li>Strategy </li></ul><ul><li>Execution </li></ul><ul><li>Culture </li></ul><u...
The Four Primary  Management Practices <ul><li>Strategy: Devise and Maintain a Clearly Stated, Focused Strategy </li></ul>...
The Four Primary  Management Practices <ul><li>    Execution: Develop and Maintain Flawless Operational Execution </li></u...
The Four Primary  Management Practices <ul><li>Culture: Develop and Maintain a Performance- Oriented Culture </li></ul><ul...
The Four Primary  Management Practices <ul><li>Structure: Build and Maintain a Fast, Flexible Flat Organization </li></ul>...
18 Elements of Strategic Success <ul><li>Delighting customers by exceeding their expectations   </li></ul><ul><li>Hiring s...
The Four Secondary  Management Practices <ul><li>Talent:  hold on to talented employees and find more. Create a deep bench...
 
 
 
 
 
 
What Shapes Our ATTITUDE? ADVERSITY HOPE
The Adversity Quotient Quitters Campers Climbers
Hope Adversity The Adversity Quotient Quitters
 
“ Circumstance doesn’t make the man, it reveals him to himself” Earl Nightengale
The Focus Has To Be On The Solution: <ul><li>Moving toward what we want to accomplish.... </li></ul><ul><li>Not away from ...
“ Ask the best salesmen what it takes to be a great salesman. They will always tell you that it helps when you really beli...
<ul><li>“ We’re going on a journey, a place of great challenge and opportunity, but I can’t tell you what the terrain is l...
Vision
 
 
 
Core Values
<ul><li>VISION  defines who we are at our highest level </li></ul><ul><li>MISSION  defines what we need to do to get there...
All  together they describe the impact we want our company to make on our world and it’s the basis of our  Strategy
<ul><li>Does everyone in your company really understand what your company is all about? </li></ul><ul><li>What’s your stor...
What’s Your Story Moving Forward?
<ul><li>Dream about what your company can become with confidence you can attain it. </li></ul>Steps to Creating Your Vision
<ul><li>Focus your concentration of what it takes to reach it. </li></ul><ul><li>Be consistent and be persistent. </li></u...
Visionary Questions <ul><li>  What is the highest level performance we can imagine attaining? </li></ul><ul><li>What is th...
VISION <ul><li>What will be the story of your company 10 years from now?  </li></ul><ul><li>Write It! </li></ul>
A VISION statement should be: <ul><li>Brief and memorable. </li></ul><ul><li>Inspiring and challenging. </li></ul><ul><li>...
MISSION <ul><li>Your mission is sufficient to achieve your vision and it will inspire your whole organization. </li></ul><...
CORE PURPOSE <ul><li>Why do we exist?Why? Why? Why? Why? Why?  </li></ul><ul><li>If we ceased to exist as a company what w...
How to Uncover Your Culture <ul><li>You assemble a key group from your staff.  </li></ul><ul><li>Have them write down word...
CULTURE VS CORE VALUES
Core Values <ul><li>The intrinsic principles your organization lives by. Values that never change. </li></ul><ul><li>Narro...
Create the Envisioned Future Write about your company and all the great things that will happen to it over time
Create a Document that tells your entire story
To become known as one of the best companies for the world! GHF Vision
GHF Mission To keep Gainesville the healthiest community in America, one person, one business at a time
To create an experience that helps people get the most out of life, while inspiring them to become their best. GHF Core Pu...
GHF Core Values <ul><li>Integrity </li></ul><ul><li>Hard working </li></ul><ul><li>Creators of our own future </li></ul><u...
Core Value - Integrity <ul><ul><li>We define integrity as always doing the right thing even when no one is looking,  we do...
Core Value - Hardworking <ul><li>We give 100% effort to everything we do and we work until the job gets done  </li></ul><u...
Creating Our Own Future <ul><li>Our greatest power is the freedom to choose; we decide what we do, what we think, and wher...
Extraordinary Commitment to Helping Others <ul><li>We offer a consistent level of service that far exceeds the ordinary  <...
Culture <ul><li>Culture is defined as the way we do things around here.  It is the fever everybody catches when they join ...
A learning & challenging environment that develops leaders who are: <ul><li>Responsible :  Always accepting responsibility...
...Knowledgeable <ul><li>Educational Opportunities:  Available to you! </li></ul><ul><ul><li>“ War College” to include tra...
<ul><li>The Eagle Program </li></ul><ul><li>Master Instructor Program </li></ul><ul><li>Conferences/Seminars/Certification...
<ul><li>Individuals make sacrifices for the good of the team. </li></ul><ul><li>Mutual trust/respect for co-workers; staff...
My supervisxr txld me that teamwxrk depends xn the perfxrmance xf every single persxn xn the team. I ignxred that idea unt...
CONTINUOUS IMPROVEMENT <ul><li>Kaizen improvements (small steps or evolutionary changes toward improvement): development o...
Sharing Knowledge <ul><li>We share our knowledge with staff, local community, and the fitness industry. </li></ul><ul><li>...
Uncommon level of COMMITMENT to our Physical Environment <ul><li>We have systems to maintain facilities that are clean, or...
Our Envisioned Future   <ul><li>We will be recognized worldwide as a model company for improving the health of an entire c...
 
 
 
Our Envisioned Future   <ul><li>We will be recognized worldwide as a model company for improving the health of an entire c...
 
Notice: Men Wanted for hazardous journey. Small wages, bitter cold, long months of complete darkness, constant danger. Saf...
Hiring Team <ul><li>Select a group of managers, supervisors, leaders and decision-makers within the company </li></ul><ul>...
Recruiting <ul><li>Use Superstar Staff as your best Recruiters   </li></ul><ul><li>University Relationships </li></ul><ul>...
5 Step Interview Based on Core Values <ul><li>Application- Core Values </li></ul><ul><li>Group Interview </li></ul><ul><li...
Application
Evaluating First Impressions <ul><li>Train Your Front Desk Staff to Evaluate First  Impressions </li></ul><ul><li>Create a...
Group Interview
Group Interview <ul><li>Group interviews allow you to: </li></ul><ul><ul><li>Put Applicants in an Unrehearsed Situation </...
Group Interview
Moments of Truth <ul><li>A moment of truth is any interaction that a customer has with your organization </li></ul><ul><li...
Moments of Truth
One on One Interview - Core Values  <ul><li>Creating Your Own Future </li></ul><ul><ul><ul><li>What have you changed about...
<ul><ul><li>Time Management. </li></ul></ul><ul><ul><ul><li>How do you plan a typical day? Week? </li></ul></ul></ul><ul><...
One on One Interview - Core Values  <ul><li>Extraordinary Commitment to Helping People </li></ul><ul><ul><ul><li>What skil...
Extraordinary Commitment to Helping People <ul><ul><li>Handling of Angry Customers. </li></ul></ul><ul><ul><ul><li>Tell me...
 
Workout Interview <ul><li>Earl Nightingale quote (Circumstance...) </li></ul><ul><li>Core value of Hardworking </li></ul><...
CORE  VALUE  TEST <ul><li>“ The Chair”  – Integrity/Helping others/Hard work </li></ul><ul><li>“ The Introduction”  - Help...
<ul><li>Responsible for the success of the entire company </li></ul><ul><li>Responsible for the success of every departmen...
 
 
Customer Service Principles <ul><li>Understanding who we are: vision, mission, core values, culture and core purpose </li>...
Employee Card
&quot;People are far more persuaded by the depths   of your beliefs and emotions than any amount   of logic or knowledge y...
How Many Is One? Socrates Plato Aristotle
(the rock)
GHFC ROCK To Gain and Retain Members
<ul><li>Receptionists </li></ul><ul><li>Fitness Instructors </li></ul><ul><li>Kid’s Club </li></ul><ul><li>Maintenance </l...
 
Develop a Team of Eagles
Or have a Cast of Ducks
Eagles versus  Employee of the Month
 
 
 
Core Purpose: Create an experience that helps people get the most out of life <ul><li>“ First of all, I will only leave th...
Core Purpose <ul><li>“ When I first started to supervise, another floor instructor and myself began taking a lot of care w...
Core Purpose <ul><li>“ Doug Walker is a member who joined the gym in September of 2008. When I first set Doug up on his gr...
Core Purpose <ul><li>“ During my first two semesters, there was a member named Easton Nelson who came in religiously to wo...
Core Purpose <ul><li>“ One time as I was coming into work and Lindsay was coming out, she stopped me and one of the member...
Core Purpose <ul><li>“ Cathy was a member that was getting frustrated with her workouts when one day I changed her workout...
Core Purpose <ul><li>“ Bruce is a member diagnosed with leukemia. He came in with a mask on in tears to tell us that he wo...
Core Purpose <ul><li>“ One Sunday morning a lady came looking to get set up on the line. She used to be a person who would...
Core Purpose <ul><li>“ This one lady called in because she had worked something out with Jan about having her handicapped ...
Integrity <ul><li>“ A woman came up to the front desk asking if we found a very expensive necklace she lost that her husba...
Integrity <ul><li>“ She is one of the most dependable employees I know. She is always willing to come in early or stay lat...
Integrity <ul><li>“ One of the members that usually comes in during my shift called after she left looking for a lost wedd...
Integrity <ul><li>“ One night a few weeks ago, a couple came up to the desk saying that their keys weren't in the cubby. I...
<ul><li>“ Of the many things I have learned working at GHF, the one that will always be in my mind is the company's commit...
Hardworking <ul><li>Courtney Hannah is the happiest person I have ever met. She is always laughing, and her happiness is v...
Hardworking <ul><li>“ Alonzo has a member who comes in everyday during his shift.  The member is wheelchair bound. She has...
Hardworking <ul><li>Durrel Flintroy reprogrammed the MLR room key pads for each individual locker in order to fit the new ...
Hardworking <ul><li>Sam Knowles spent 30 minutes looking through each individual locker with Adrian in the MLR for a set o...
Creating Your Own Future <ul><li>“ Many of our employees come in as young students, often not knowing what they want to do...
Creating Your Own Future <ul><li>“ Through the leadership and observation of those above me here- Joe, Shawn, Jan- I have ...
Creating Your Own Future <ul><li>“ Over at Tioga there are a lot of members who come in regularly so we’re always talking ...
Creating Your Own Future <ul><li>Andrea Rosario, who worked as a Kid’s Club attendant is now working as a personal nanny/a...
 
 
 
 
 
 
 
 
 
 
Eagle - Front Desk <ul><li>“ At the front desk, Lindsay Guckian is tops! When the issue of Inc. Magazine came out with the...
Eagle Pool <ul><li>“ Every night, Chris Richter stays until 12 am and beyond to help one of our members get in and out of ...
Eagle Pool <ul><li>“ After the two new pools were completed, my mom was anxious to go in but was afraid of losing her bala...
Eagle Cardio <ul><li>“ On my 2 nd  visit to GHFC I was a bit lost in the cardio section and looking for some help/entertai...
Eagle Cardio <ul><li>“ I was walking for one hour. As I was finishing I was drinking the last of my water. Tim Kirchner no...
Eagle Front Desk <ul><li>“ One day I was on the treadmill and the guy next to me couldn't figure out how to work a certain...
Eagle Kid’s Club <ul><li>“ I dropped my 2-year-old daughter off at the Women’s Center Kid’s Club. Leandra Cough was sittin...
Eagle Kid’s Club <ul><li>“ A four-year old boy has an accident (#2 in his pants).  The attendants were unable to locate th...
Eagle Floor <ul><li>“ Several times when I've been at Tioga I've seen a little 50-year-old lady in a wheelchair working ou...
Eagle Floor <ul><li>“ Cathy was a member that was getting frustrated with her workouts when one day I changed her workout ...
Eagle Group Exercise <ul><li>About Stephanie Frommelt </li></ul><ul><li>“ She works us hard, motivates us, and then today ...
Eagle Group Exercise <ul><li>About Jennifer Kverneland </li></ul><ul><li>“ She came in to teach a 6 am cancelled cycle cla...
Eagle Housekeeping <ul><li>About Janet Blakney </li></ul><ul><li>“ I witnessed Janet in the locker room help an elderly la...
Eagle Fitness Counselors <ul><li>About Jan Campbell </li></ul><ul><li>“ One night, a member came in right before Jan left ...
Eagle Personal Training <ul><li>“ I am pregnant and am training with Alison Heinz. Several weeks ago, I began having pain ...
Eagle Housekeeping <ul><li>About Latoya Adams </li></ul><ul><li>“ I'll never forget laying on a bench in the women's locke...
Create A Manual For All Your New Employees
 
What is a Brand? It is the fabric of the organization woven together purposefully over a period of time .” Janelle Barlow ...
“ Brands are built on what people are saying about you, not what you are saying about yourself.”
&quot;Branding is about taking something common and improving upon it in ways that make it more valuable and meaningful.&q...
Believe
Passion
<ul><li>Be Strategic </li></ul><ul><li>Create the Vision </li></ul><ul><li>Define the Mission </li></ul><ul><li>Know Why W...
Joe Cirulli President/CEO [email_address] “ WIN BY CHOICE NOT BY CHANCE” Thank You
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Toronto - Strategic Planning for Club Owners & General Managers

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All Successful Businesses Start With A Strong Foundation. What Makes A Strategy Successful?

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  • What is Strategy?
  • Flying Out Of Tampa 12:30 AM - Right after midnight
  • This means we need to move toward the things we want to happen Not away from the things we fear Who’s our greatest motivator - We are. We speak to ourselves at a rate of 400 words per minute. What are we saying?
  • What does belief have to do with a sales job? Simple. When salesmen actually believe in the thing they are selling, then the words that come out of their mouth are authentic. When belief enters the equation, passion exudes from salesman. It is this authenticity that produces the relationships upon which all the best sales organizations are based. Relationships also build trust. And with trust comes loyalty. Absent a balanced Golden Circle means no authenticity, which means no strong relationships, which means no trust. And you’re back at square one selling on price, service, quality or features. You are back to being like everyone else. Worse, without that authenticity, companies resort to manipulation: pricing, promotions, peer pressure, fear, take your pick. Effective? Of course, but only for the short term.
  • A national magazine is writing a major story about your company 10 years from now. Write the lead paragraph for the article that will capture the readers attention about the special things that have taken place . Consolidate your thoughts. Have each leader in your organization do this then write down major themes. 
  • 75 suggestions 775 eagles
  • Living Your Values
  • Tioga upstairs female bathroom... poop water everywhere and Courtney was down getting her hands dirty to help out
  • comment on Nigel Champion Davide Ventura Mike Uretz
  • Toronto - Strategic Planning for Club Owners & General Managers

    1. 1. <ul><li>Strategic Planning for </li></ul><ul><li>Club Owners & General Managers </li></ul>Joe Cirulli President/CEO [email_address]
    2. 2. All Successful Businesses Start With A Strong Foundation
    3. 3. Winning in Competitive Markets 7 Factors that Matter
    4. 4. The Marketplace Fundamentals <ul><li>Demographics: catchment area, household income, educational levels </li></ul><ul><li>Economics: Costs are in line, capital expenditures are made on a regular basis </li></ul>
    5. 5. Operational Characteristics <ul><li>“ First movers” </li></ul><ul><li>“ Fast followers” </li></ul><ul><li>Past waves: The Step, Personal Training, Spinning, Yoga, Tai Chi, Pilates </li></ul><ul><li>Next Wave? Exercise as Medicine, Small Group Training, Social Networks, Community Connections??? </li></ul>
    6. 6. Operational Characteristics <ul><li>Network on a regular basis: share information, trends, challenges and opportunities. </li></ul><ul><li>Team-Builders: people in leadership roles who are excited about the business and never accept good enough as good enough. </li></ul>
    7. 7. Operational Characteristics <ul><li>Regularly Track Leading Indicators of Success and Failure: (Critical Numbers) Program participation, personal training, daily usage, monthly cancellation, weekly tours, closing ratios, web site hits, etc. </li></ul><ul><li>Competition: always on the lookout for new opportunities to strengthen their leadership position. </li></ul>
    8. 8. <ul><li>Who is your competition? </li></ul><ul><li>Why do people buy from your competition? </li></ul><ul><li>Why do they not buy from your competition? </li></ul><ul><li>Why should they switch to you? </li></ul><ul><li>What are your critical assumptions about your competitors? </li></ul>Yearly Competitive Analysis
    9. 9. <ul><li>Could your assumptions be wrong? </li></ul><ul><li>Give three examples of what your competitive environment looks like. </li></ul><ul><li>What are your competitors doing right? </li></ul><ul><li>How could you copy them creatively? </li></ul><ul><li>Name three moves your competitors have made in the last three years. </li></ul>Competitive Analysis
    10. 10. Yearly Competitive Analysis <ul><li>Name three moves that you have done to your competitors. </li></ul><ul><li>Give two examples of how your competitors might attack you in the future. </li></ul><ul><li>Give two examples of how you might put your competitors on the defensive in the next two years. </li></ul><ul><li>Prepare the game plan for future competitors. </li></ul>
    11. 11. <ul><li>Visit Competitors </li></ul><ul><li>Review Websites </li></ul><ul><li>Review Advertising and Promotions </li></ul><ul><li>(Now do the same analysis for all your POTENTIAL COMPETITORS) </li></ul><ul><li>Connect to as many business groups as possible to learn what’s happening in the business arena- new clubs or new companies coming to town. </li></ul>Monthly Competitive Analysis
    12. 13. strategy - a plan of action or policy designed to achieve a major or overall aim : time to develop a coherent economic strategy / shifts in marketing strategy. / the art of planning and directing overall military operations and movements in a war or battle. Often contrasted with tactics (see tactic ). / a plan for such military operations and movements : non-provocative defense strategies. ORIGIN early 19th century from French stratégie, from Greek stratēgia ‘generalship,’ from stratēgos (see stratagem ).
    13. 14. What Makes a Strategy Successful?
    14. 15. Secrets of the World’s Best Companies What really works! Harvard Review
    15. 16. 18 Elements of Strategic Success <ul><li>Being one of the largest enterprises in the industry </li></ul><ul><li>Having a well-defined, clearly communicated strategy </li></ul><ul><li>Being one of the lowest cost enterprises in the industry </li></ul><ul><li>Embracing and implementing new information technologies </li></ul><ul><li>Consistently meeting customers’ expectations via superior operational execution </li></ul><ul><li>Achieving financial engineering expertise </li></ul><ul><li>Achieving the most stringent quality levels </li></ul><ul><li>Creating a high-performance, high-values culture </li></ul><ul><li>Enabling a structure that simplifies working in and with the organization </li></ul>
    16. 17. 18 Elements of Strategic Success <ul><li>Delighting customers by exceeding their expectations. </li></ul><ul><li>Hiring superior talent at all levels </li></ul><ul><li>Adopting a balanced scoreboard </li></ul><ul><li>Having competent leaders </li></ul><ul><li>Driving innovation through the industry </li></ul><ul><li>Owning a great brand </li></ul><ul><li>Developing a strong mergers & partnerships capability </li></ul><ul><li>Being a truly global enterprise </li></ul><ul><li>Guaranteeing the quality of the enterprise’s balance sheet </li></ul>
    17. 18. The 4 plus 2 formula for Sustained Business Success
    18. 19. 18 Elements of Strategic Success <ul><li>Being one of the largest enterprises in the industry </li></ul><ul><li>Having a well-defined, clearly communicated strategy </li></ul><ul><li>Being one of the lowest cost enterprises in the industry </li></ul><ul><li>Embracing and implementing new information technologies </li></ul><ul><li>Consistently meeting customers’ expectations via superior operational execution </li></ul><ul><li>Achieving financial engineering expertise </li></ul><ul><li>Achieving the most stringent quality levels </li></ul><ul><li>Creating a high-performance, high-values culture </li></ul><ul><li>Enabling a structure that simplifies working in and with the organization </li></ul>
    19. 20. The Four Primary Management Practices <ul><li>Strategy </li></ul><ul><li>Execution </li></ul><ul><li>Culture </li></ul><ul><li>Structure </li></ul>
    20. 21. The Four Primary Management Practices <ul><li>Strategy: Devise and Maintain a Clearly Stated, Focused Strategy </li></ul><ul><li>Value proposition; low price, high quality, high service, unique programming or features </li></ul><ul><li>Understood by all employees </li></ul><ul><li>Clear to members </li></ul><ul><li>Clear to marketplace </li></ul><ul><li>Frequent customer input </li></ul><ul><li>Sensitive antennae for market trends </li></ul><ul><li>Growth is focused on the core business  </li></ul>
    21. 22. The Four Primary Management Practices <ul><li>  Execution: Develop and Maintain Flawless Operational Execution </li></ul><ul><li>Consistently meet customer expectations </li></ul><ul><li>Strong systems in place </li></ul><ul><li>Front line trained </li></ul><ul><li>Empower front line </li></ul><ul><li>Constant striving to improve </li></ul><ul><li>Aggressive elimination of all excess/waste/errors </li></ul><ul><li>All employees engaged </li></ul>
    22. 23. The Four Primary Management Practices <ul><li>Culture: Develop and Maintain a Performance- Oriented Culture </li></ul><ul><li>We are inspired to do our best individually and in teams </li></ul><ul><li>Managers take responsibility for the company’s success </li></ul><ul><li>Front line take responsibility for the company’s success </li></ul><ul><li>Achievement produces meaningful rewards </li></ul><ul><li>Achievement regularly results in praise </li></ul><ul><li>Work is challenging and satisfying to all </li></ul><ul><li>Integrity and honesty permeate our behavior </li></ul>
    23. 24. The Four Primary Management Practices <ul><li>Structure: Build and Maintain a Fast, Flexible Flat Organization </li></ul><ul><li>No redundant layers </li></ul><ul><li>Fast decision making </li></ul><ul><li>No silos </li></ul><ul><li>Minimal systems and procedures </li></ul><ul><li>Best people are closest to the action </li></ul><ul><li>Retain front line stars </li></ul>
    24. 25. 18 Elements of Strategic Success <ul><li>Delighting customers by exceeding their expectations </li></ul><ul><li>Hiring superior talent at all levels </li></ul><ul><li>Adopting a balanced scorecard </li></ul><ul><li>Having competent leaders </li></ul><ul><li>Driving innovation through the industry </li></ul><ul><li>Owning a great brand </li></ul><ul><li>Developing a strong mergers & partnerships capability </li></ul><ul><li>Being a truly global enterprise </li></ul><ul><li>Guaranteeing the quality of the enterprise's balance sheet </li></ul>
    25. 26. The Four Secondary Management Practices <ul><li>Talent: hold on to talented employees and find more. Create a deep bench. </li></ul><ul><li>Leadership: keep leaders & directors committed to the business. </li></ul><ul><li>Innovation: make innovations that are industry transforming. Keep turning out innovative products and services. </li></ul><ul><li>Mergers and Partnerships: make growth happen with mergers and partnerships. Do relatively small deals – less than 20 percent of existing size. </li></ul><ul><li>4 plus 2 </li></ul>
    26. 33. What Shapes Our ATTITUDE? ADVERSITY HOPE
    27. 34. The Adversity Quotient Quitters Campers Climbers
    28. 35. Hope Adversity The Adversity Quotient Quitters
    29. 37. “ Circumstance doesn’t make the man, it reveals him to himself” Earl Nightengale
    30. 38. The Focus Has To Be On The Solution: <ul><li>Moving toward what we want to accomplish.... </li></ul><ul><li>Not away from what we don’t want to happen </li></ul>
    31. 39. “ Ask the best salesmen what it takes to be a great salesman. They will always tell you that it helps when you really believe in the product your selling.” -Simon Sinek
    32. 40. <ul><li>“ We’re going on a journey, a place of great challenge and opportunity, but I can’t tell you what the terrain is like or what the climate is, or if it’s hot or cold, or what the season is at this time of the year.” </li></ul>Driving the Shape of Change
    33. 41. Vision
    34. 45. Core Values
    35. 46. <ul><li>VISION defines who we are at our highest level </li></ul><ul><li>MISSION defines what we need to do to get there </li></ul><ul><li>CORE PURPOSE defines why we exist </li></ul><ul><li>CULTURE determines how we do things </li></ul><ul><li>CORE VALUES set the guidelines that forever determine the rules we play by </li></ul>
    36. 47. All together they describe the impact we want our company to make on our world and it’s the basis of our Strategy
    37. 48. <ul><li>Does everyone in your company really understand what your company is all about? </li></ul><ul><li>What’s your story? How did your business become a business? </li></ul><ul><li>What was your motivation to start your company? </li></ul>Knowing Who You Are
    38. 49. What’s Your Story Moving Forward?
    39. 50. <ul><li>Dream about what your company can become with confidence you can attain it. </li></ul>Steps to Creating Your Vision
    40. 51. <ul><li>Focus your concentration of what it takes to reach it. </li></ul><ul><li>Be consistent and be persistent. </li></ul><ul><li>You must have an emotional commitment to the importance of what you are doing. </li></ul>Steps to Creating Your Vision
    41. 52. Visionary Questions <ul><li>  What is the highest level performance we can imagine attaining? </li></ul><ul><li>What is the value of our work to our community? </li></ul><ul><li>How hard will it be to accomplish the vision? </li></ul><ul><li>Filling the Gap </li></ul>
    42. 53. VISION <ul><li>What will be the story of your company 10 years from now? </li></ul><ul><li>Write It! </li></ul>
    43. 54. A VISION statement should be: <ul><li>Brief and memorable. </li></ul><ul><li>Inspiring and challenging. </li></ul><ul><li>Appealing to everyone involved.  </li></ul>
    44. 55. MISSION <ul><li>Your mission is sufficient to achieve your vision and it will inspire your whole organization. </li></ul><ul><li>Your mission will provide a compelling reason for your members and community to contribute to its accomplishment. </li></ul><ul><li>You can read it to sixth graders and they can understand it. It can easily be remembered. </li></ul>
    45. 56. CORE PURPOSE <ul><li>Why do we exist?Why? Why? Why? Why? Why? </li></ul><ul><li>If we ceased to exist as a company what would our community lose? </li></ul>
    46. 57. How to Uncover Your Culture <ul><li>You assemble a key group from your staff. </li></ul><ul><li>Have them write down words to describe it </li></ul><ul><li>Have them read one idea off their list and write the idea down on a board. Next person. </li></ul><ul><li>Once you have a complete list, a major discussion begins. </li></ul><ul><li>Reduce the list down to 8 to 9   </li></ul>
    47. 58. CULTURE VS CORE VALUES
    48. 59. Core Values <ul><li>The intrinsic principles your organization lives by. Values that never change. </li></ul><ul><li>Narrow them down to 3 to 4. </li></ul>
    49. 60. Create the Envisioned Future Write about your company and all the great things that will happen to it over time
    50. 61. Create a Document that tells your entire story
    51. 62. To become known as one of the best companies for the world! GHF Vision
    52. 63. GHF Mission To keep Gainesville the healthiest community in America, one person, one business at a time
    53. 64. To create an experience that helps people get the most out of life, while inspiring them to become their best. GHF Core Purpose
    54. 65. GHF Core Values <ul><li>Integrity </li></ul><ul><li>Hard working </li></ul><ul><li>Creators of our own future </li></ul><ul><li>Extraordinary commitment to helping people </li></ul>
    55. 66. Core Value - Integrity <ul><ul><li>We define integrity as always doing the right thing even when no one is looking, we do not lie, steal, or cheat. </li></ul></ul><ul><ul><li>As Mark Twain said, “When in doubt, tell the truth.” </li></ul></ul>
    56. 67. Core Value - Hardworking <ul><li>We give 100% effort to everything we do and we work until the job gets done </li></ul><ul><li>The mental fortitude required in the high intensity workout interview sets the tone for our company </li></ul>
    57. 68. Creating Our Own Future <ul><li>Our greatest power is the freedom to choose; we decide what we do, what we think, and where we go </li></ul><ul><li>No one can take this power away from us; it is ours alone. We can do what we want to do, we can be who we want to be </li></ul><ul><li>We develop our own future by applying persistence to the possibilities. Our future is all around us </li></ul><ul><li>If we seek, we will find it. If the door is closed, we must knock and keeping knocking until it opens. We never give up </li></ul><ul><li>Winston Churchill was once asked how history would remember him. He replied, “History will be kind for I intend to write it.” </li></ul>
    58. 69. Extraordinary Commitment to Helping Others <ul><li>We offer a consistent level of service that far exceeds the ordinary </li></ul><ul><li>We actively search for ways to anticipate and accommodate the needs and wants of our fellow employees, customers, and community </li></ul>
    59. 70. Culture <ul><li>Culture is defined as the way we do things around here. It is the fever everybody catches when they join our organization. </li></ul>
    60. 71. A learning & challenging environment that develops leaders who are: <ul><li>Responsible : Always accepting responsibility for your behavior, taking ownership of problems (to solve them), and following through with all tasks. </li></ul><ul><li>Professional : Appropriate communication, manners, physical appearance/attire. </li></ul><ul><li>Dedicated : Always going the extra mile. </li></ul><ul><li>Energetic : Boundless energy, full of life, enthusiastic; positive attitude; always demonstrating these characteristics, even when you are having a bad day. </li></ul><ul><li>Passionate : Strong, unwavering belief in our cause. </li></ul><ul><li>Fearless : Willing to try something new; making aggressive mistakes – taking risks through well planned and executed decisions </li></ul>
    61. 72. ...Knowledgeable <ul><li>Educational Opportunities: Available to you! </li></ul><ul><ul><li>“ War College” to include training in sales, finance, leadership, personal development, TQM, operations, marketing, maintenance, rehab, public speaking, exercise/nutrition, and personal training. </li></ul></ul><ul><ul><ul><li>Initial Training </li></ul></ul></ul><ul><ul><ul><li>Pre/Post Shifts </li></ul></ul></ul><ul><ul><ul><li>In-House Workshops </li></ul></ul></ul><ul><ul><ul><li>Follow-Up Training </li></ul></ul></ul><ul><ul><ul><li>Certification Sessions (Host) </li></ul></ul></ul><ul><ul><ul><li>Community Outreach Programs </li></ul></ul></ul><ul><ul><ul><li>Cross-Training </li></ul></ul></ul>
    62. 73. <ul><li>The Eagle Program </li></ul><ul><li>Master Instructor Program </li></ul><ul><li>Conferences/Seminars/Certifications </li></ul><ul><li>Structured Evaluations/Raises </li></ul><ul><li>Monthly continuing education sessions </li></ul><ul><li>Advancement opportunities/more responsibility </li></ul><ul><li>Employee Fun Calendar </li></ul><ul><li>Employee Suggestion Program </li></ul><ul><li>Rock All-Star Banquet </li></ul><ul><li>Mentor Program </li></ul>APPRECIATION & REWARD for EXCEPTIONAL PERFORMANCE
    63. 74. <ul><li>Individuals make sacrifices for the good of the team. </li></ul><ul><li>Mutual trust/respect for co-workers; staff fill in for each other, sales staff help each other to reach individual goals (to achieve greater group goal) </li></ul><ul><li>One team, better and faster than anybody in the world. Providing people with the support they need to contribute, rewarding people for helping each other, assigning work to ensure interdependency, making you an integral member of the team. </li></ul><ul><li>All staff work toward a common goal/shared understanding. </li></ul>An ENVIRONMENT of TEAMWORK:
    64. 75. My supervisxr txld me that teamwxrk depends xn the perfxrmance xf every single persxn xn the team. I ignxred that idea until my supervisxr shxwed me hxw the xffice typewriter perfxrms when just xne single key is xut xf xrder. All the xther keys xn yxur typewriter wxrk just fine except xne, but that xne destrxys the effectiveness xf the typewriter. Nxw I knxw that even thxugh I am xnly xne persxn, I am needed if the team is tx wxrk as a successful team shxuld.
    65. 76. CONTINUOUS IMPROVEMENT <ul><li>Kaizen improvements (small steps or evolutionary changes toward improvement): development of zones, scripting for sales team, mandatory group training for all staff, new rehabilitation treatments. </li></ul><ul><li>Breakthrough improvements (major or revolutionary developments): Gainesville Health and Fitness for Women, Nautilus/Medx Circuit, low back machine in rehab, ReQuest Physical Therapy for Women, ReQuest merger with North Florida Regional Medical Center, EFT payment option, sales manual/system. </li></ul><ul><li>Knowing we can always be better. </li></ul>
    66. 77. Sharing Knowledge <ul><li>We share our knowledge with staff, local community, and the fitness industry. </li></ul><ul><li>We provide educational seminars, exercise classes, health fairs, internships, practicum, and volunteer experiences. </li></ul><ul><li>We also share our knowledge by teaching health clubs, physical therapists, physicians, and educators from all over the world to run a successful business. </li></ul>
    67. 78. Uncommon level of COMMITMENT to our Physical Environment <ul><li>We have systems to maintain facilities that are clean, orderly, and well maintained. </li></ul><ul><li>We have a full-time maintenance staff and a team of over 40 housekeepers </li></ul><ul><li>We believe cleanliness is everyone’s job </li></ul><ul><li>We have a 24 hour repair deadline on all equipment </li></ul><ul><li>We are ranked as one of the four cleanest clubs in the world </li></ul>
    68. 79. Our Envisioned Future <ul><li>We will be recognized worldwide as a model company for improving the health of an entire community and We we’ll make Gainesville the healthiest city in America </li></ul><ul><li>We will be recognized as the industry leader in customer service. </li></ul><ul><li>We will gain a reputation for developing leaders. </li></ul><ul><li>People from all over the world will visit us to learn about best practices. </li></ul><ul><li>We will be on the cover of a leading business magazine as one of the best companies in the world and will be featured in USA Today, Wall Street Journal, Medicine and Science in Sports and Exercise, Physician and Sports Medicine, Forbes, Fortune, Inc. and Entrepreneur magazines. </li></ul><ul><li>We will also be featured on FOX News, CNN, syndicated shows, and many other national media outlets for our health and business expertise. </li></ul><ul><li>We will develop a center for professional management training where businesses and universities from all over the world send their staff to learn about our systems. </li></ul><ul><li>We will form strategic alliances with local and national organizations. </li></ul><ul><li>A best selling book will be written about our business. </li></ul><ul><li>We will win a national business award. </li></ul>
    69. 83. Our Envisioned Future <ul><li>We will be recognized worldwide as a model company for improving the health of an entire community and We we’ll make Gainesville the healthiest city in America </li></ul><ul><li>We will be recognized as the industry leader in customer service. </li></ul><ul><li>We will gain a reputation for developing leaders. </li></ul><ul><li>People from all over the world will visit us to learn about best practices. </li></ul><ul><li>We will be on the cover of a leading business magazine as one of the best companies in the world and will be featured in USA Today, Wall Street Journal, Medicine and Science in Sports and Exercise, Physician and Sports Medicine, Forbes, Fortune, Inc. and Entrepreneur magazines. </li></ul><ul><li>We will also be featured on FOX News, CNN, syndicated shows, and many other national media outlets for our health and business expertise. </li></ul><ul><li>We will develop a center for professional management training where businesses and universities from all over the world send their staff to learn about our systems. </li></ul><ul><li>We will form strategic alliances with local and national organizations. </li></ul><ul><li>A best selling book will be written about our business. </li></ul><ul><li>We will win local and national business awards. </li></ul>
    70. 85. Notice: Men Wanted for hazardous journey. Small wages, bitter cold, long months of complete darkness, constant danger. Safe return doubtful. Honor and recognition in case of success.
    71. 86. Hiring Team <ul><li>Select a group of managers, supervisors, leaders and decision-makers within the company </li></ul><ul><li>Train them in the basic interviewing skills and techniques </li></ul><ul><li>Teach them the legal side of hiring (the “can ask” vs. “can’t ask”) </li></ul><ul><li>Now teach them how to listen empathetically </li></ul><ul><li>Most importantly teach them how to have fun! </li></ul>
    72. 87. Recruiting <ul><li>Use Superstar Staff as your best Recruiters   </li></ul><ul><li>University Relationships </li></ul><ul><li>Host Fitness Workshops and Seminars </li></ul><ul><li>Host Job Fairs </li></ul><ul><li>Promote from Within </li></ul>
    73. 88. 5 Step Interview Based on Core Values <ul><li>Application- Core Values </li></ul><ul><li>Group Interview </li></ul><ul><li>One on One interview </li></ul><ul><li>Workout Interview </li></ul><ul><li>Selection </li></ul>
    74. 89. Application
    75. 90. Evaluating First Impressions <ul><li>Train Your Front Desk Staff to Evaluate First Impressions </li></ul><ul><li>Create a list of items you want your hiring team to evaluate when someone is turning in an application. For example: </li></ul><ul><ul><ul><ul><li>Did they have an engaging personality? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Were they smiling? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Did they introduce themselves? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Were they professional? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>What was their attitude? </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Year Commitment? Weekends? Pay? </li></ul></ul></ul></ul>
    76. 91. Group Interview
    77. 92. Group Interview <ul><li>Group interviews allow you to: </li></ul><ul><ul><li>Put Applicants in an Unrehearsed Situation </li></ul></ul><ul><ul><li>Interact with Other People </li></ul></ul><ul><ul><li>Perform Role-Playing </li></ul></ul><ul><ul><li>Find Out if Applicants Listen to Others. For example: “Billy, Where did Sally say she was from?” </li></ul></ul><ul><ul><li>Determine if Applicant has Our Core Values </li></ul></ul>
    78. 93. Group Interview
    79. 94. Moments of Truth <ul><li>A moment of truth is any interaction that a customer has with your organization </li></ul><ul><li>Having staff that can turn every moment of truth into a positive experience is critical </li></ul><ul><li>The most important way to do this in an interview setting is have them role-play situations </li></ul>
    80. 95. Moments of Truth
    81. 96. One on One Interview - Core Values <ul><li>Creating Your Own Future </li></ul><ul><ul><ul><li>What have you changed about yourself as a result of criticism? </li></ul></ul></ul><ul><ul><ul><li>What have you been criticized for that you have heard from more than one source? What have you done to improve that area? </li></ul></ul></ul><ul><ul><ul><li>How will this job help you to reach your long-term goals? </li></ul></ul></ul><ul><ul><ul><li>What accomplishments have you made that you are most proud of? </li></ul></ul></ul><ul><ul><ul><li>What was the last goal you set for yourself? What was your action plan to achieve it? </li></ul></ul></ul><ul><ul><ul><li>Where do you see yourself five years from now? </li></ul></ul></ul>
    82. 97. <ul><ul><li>Time Management. </li></ul></ul><ul><ul><ul><li>How do you plan a typical day? Week? </li></ul></ul></ul><ul><ul><ul><li>When was the last time you had to rearrange your schedule for something unexpected? </li></ul></ul></ul><ul><ul><li>Dealing with Challenges </li></ul></ul><ul><ul><ul><li>Explain a recent challenge or obstacle that you faced and how did you deal with it? </li></ul></ul></ul><ul><ul><ul><li>Have you ever worked toward a goal and not achieved it? How did this affect you </li></ul></ul></ul>Creating Your Own Future
    83. 98. One on One Interview - Core Values <ul><li>Extraordinary Commitment to Helping People </li></ul><ul><ul><ul><li>What skills do you think are necessary to work with people? </li></ul></ul></ul><ul><ul><ul><li>What is the most important? Why? </li></ul></ul></ul><ul><ul><ul><li>What is the customer looking for in a business? </li></ul></ul></ul><ul><ul><ul><li>All in all, when you come to work each day, what is the one ingredient of your job that gives you the greatest satisfaction? </li></ul></ul></ul><ul><ul><ul><li>What most inspires you to do a good job? </li></ul></ul></ul><ul><ul><ul><li>Describe your ideal job. </li></ul></ul></ul>
    84. 99. Extraordinary Commitment to Helping People <ul><ul><li>Handling of Angry Customers. </li></ul></ul><ul><ul><ul><li>Tell me about a time you had an interaction with an angry customer? Looking back on it now, would you have done anything differently? </li></ul></ul></ul><ul><ul><ul><li>If you were going to train me on handling angry customers, what three things would you want me to remember? </li></ul></ul></ul><ul><ul><li>Eagle Potential </li></ul></ul><ul><ul><ul><li>Give an example of a time you went above and beyond to meet the needs of a customer? </li></ul></ul></ul><ul><ul><ul><li>Tell me a time when someone you know has gone above and beyond his or her call of duty? </li></ul></ul></ul><ul><ul><ul><li>Do you believe it is necessary to go above and beyond for your job? </li></ul></ul></ul>
    85. 101. Workout Interview <ul><li>Earl Nightingale quote (Circumstance...) </li></ul><ul><li>Core value of Hardworking </li></ul><ul><ul><li>Put them through a HIT workout </li></ul></ul><ul><li>We don’t give up, no matter how tough </li></ul><ul><li>This interview is not about their fitness level, it’s about their ability to endure a challenging time </li></ul><ul><li>During the work-out interview, other staff are watching and evaluating, and they will give you their impression </li></ul>
    86. 102. CORE VALUE TEST <ul><li>“ The Chair” – Integrity/Helping others/Hard work </li></ul><ul><li>“ The Introduction” - Helping others </li></ul><ul><li>“ The Shadow” - Creating your own Future </li></ul><ul><li>“ Paper on the Floor” - Integrity </li></ul><ul><li>“ Falling door sign” - Integrity/Helping others </li></ul><ul><li>Come up with your own </li></ul>
    87. 103. <ul><li>Responsible for the success of the entire company </li></ul><ul><li>Responsible for the success of every department </li></ul><ul><li>Responsible for doing their job </li></ul>Customer Service Principles Three Responsibilities of Every Employee
    88. 106. Customer Service Principles <ul><li>Understanding who we are: vision, mission, core values, culture and core purpose </li></ul><ul><li>Priority #1 </li></ul><ul><li>Perception is reality </li></ul><ul><li>Moments of truth </li></ul><ul><li>Emotional bank accounts </li></ul><ul><li>Goal is to empower our staff </li></ul>
    89. 107. Employee Card
    90. 108. &quot;People are far more persuaded by the depths of your beliefs and emotions than any amount of logic or knowledge you possess.  People do not care how much you know until they know how much you care!&quot; -Michael LeBoeuf
    91. 109. How Many Is One? Socrates Plato Aristotle
    92. 110. (the rock)
    93. 111. GHFC ROCK To Gain and Retain Members
    94. 112. <ul><li>Receptionists </li></ul><ul><li>Fitness Instructors </li></ul><ul><li>Kid’s Club </li></ul><ul><li>Maintenance </li></ul><ul><li>Sales </li></ul><ul><li>Group Exercise </li></ul><ul><li>Small Group Training </li></ul><ul><li>Personal Training </li></ul><ul><li>Marketing </li></ul><ul><li>Public Relations </li></ul><ul><li>Advertising </li></ul><ul><li>Business Office </li></ul><ul><li>ReQuest Physical Therapy </li></ul><ul><li>Zwurly Cafe </li></ul>
    95. 114. Develop a Team of Eagles
    96. 115. Or have a Cast of Ducks
    97. 116. Eagles versus Employee of the Month
    98. 120. Core Purpose: Create an experience that helps people get the most out of life <ul><li>“ First of all, I will only leave this company in a body bag. I was working out one afternoon and a Zumba class was going on upstairs. As the class finished I ran into a long time member named Anne, who is recovering from cancer. I asked her how she liked the class and her response was, “When I can dance like I just did, I know I am cured.” </li></ul><ul><ul><ul><ul><ul><li>-Wendy Ackerman </li></ul></ul></ul></ul></ul>
    99. 121. Core Purpose <ul><li>“ When I first started to supervise, another floor instructor and myself began taking a lot of care with an elderly couple, Cliff and Lois. They started with very poor health but after working with them for about six months, they came to us proud of their doctors appointment results. We started going to their home and played board games and talked family and etc. I guess I will take that with me because the experience was a great representation of years of work relationships and results, bridging generation gaps with people who were once strangers.” </li></ul><ul><ul><ul><ul><ul><li>-Alonzo Perkins </li></ul></ul></ul></ul></ul>
    100. 122. Core Purpose <ul><li>“ Doug Walker is a member who joined the gym in September of 2008. When I first set Doug up on his gray card he could barely raise his left hand or smile, due to a stroke. Watching Doug bust his butt every Tuesday and Thursday is one of those things that would motivate anyone not to give up no matter how crappy their situation. Today not only does Doug walk around with a huge smile on his face but he has improved the range of motion to the left side of his body significantly. Doug and I are going 12 rounds in a boxing ring. He tells me this every day. I believe it.” </li></ul><ul><ul><ul><ul><ul><li>-Wlises Mejia </li></ul></ul></ul></ul></ul>
    101. 123. Core Purpose <ul><li>“ During my first two semesters, there was a member named Easton Nelson who came in religiously to work out on a bike. Every time he walked in we made it like a party, screaming his name and carrying on conversation. We had plenty of time to talk and get to know each other quite well. I noticed every time he missed a work out and, likewise, if I missed a shift he made sure to let me know he had missed me! Last semester, I had not seen much of Easton. One day, Chris Akkawi pulled me aside to inform me that Easton has passed away. Not only did this hit me hard, I found myself crying. However, his daughter came in to let me know his expierence here is what kept him alive. It was that moment that I had realized the connection I had developed with Easton, and the impact he had made on my life and most likely I on his.” </li></ul><ul><ul><ul><ul><ul><li>-Giselle Levy </li></ul></ul></ul></ul></ul>
    102. 124. Core Purpose <ul><li>“ One time as I was coming into work and Lindsay was coming out, she stopped me and one of the members that always comes in on her shift to introduce me to her. Apparently, the woman gets really used to the receptionists and doesn’t like when shifts change because she has to get to know everyone again, so Lindsay wanted her to feel comfortable with the new shift before she left. Now, every time I greet her by name she gets excited and it was sweet that Lindsay wanted to make her feel more comfortable.” </li></ul><ul><ul><ul><ul><ul><li>-Jocelyn Richardson </li></ul></ul></ul></ul></ul>
    103. 125. Core Purpose <ul><li>“ Cathy was a member that was getting frustrated with her workouts when one day I changed her workout just slightly and now she is losing weight and really excited about working out. We've built a friendship and we always see how each other are doing. When she comes in to workout she tells me about the new things going on. When I was really stressed last semester she would always ask how things were going. It always amazes me when I find myself friends with a complete stranger and we manage to impact each others lives so greatly.” </li></ul><ul><ul><ul><ul><ul><li>-Jordan Barrish </li></ul></ul></ul></ul></ul>
    104. 126. Core Purpose <ul><li>“ Bruce is a member diagnosed with leukemia. He came in with a mask on in tears to tell us that he would not be in for a while and really told me how my interaction with him at the gym impacted his life. He looked me in the eyes with water beginning to accumulate and said a simple, “Thank you, man” and then he walked out. </li></ul><ul><ul><ul><ul><ul><li>-Chris Richter </li></ul></ul></ul></ul></ul>
    105. 127. Core Purpose <ul><li>“ One Sunday morning a lady came looking to get set up on the line. She used to be a person who would work out every day as she was a cycling competitor, until she was unable to walk due to a car accident. After being in intensive therapy and almost learning to walk again, she decided to work out . After setting her up on the first 2 machines, she was in disbelief that she was doing this. She never thought she would train again. I then asked her why she didn’t try a cycling class. She said there was no way she would to be able to keep up. I got her off the line, took her into the Group X room and set her up on one of the spin bikes there. I checked back, 5 min later. She was crying with happiness.” </li></ul><ul><ul><ul><ul><ul><li>-Oscar Koeneke </li></ul></ul></ul></ul></ul>
    106. 128. Core Purpose <ul><li>“ This one lady called in because she had worked something out with Jan about having her handicapped daughter come work out. She was calling because Jan had told her to call before her first time coming in. Well, Jan wasn't here, but luckily I was here when she spoke with him originally and I told her that everything would be fine for when she came in. I knew I would still be here when she got here. When she came in, she saw my name tag and was said, “I talked to you on the phone” and she seemed very appreciative that I made sure everything would be fine for her to come in.” </li></ul><ul><ul><ul><ul><ul><li>-Elizabeth Spiwak </li></ul></ul></ul></ul></ul>
    107. 129. Integrity <ul><li>“ A woman came up to the front desk asking if we found a very expensive necklace she lost that her husband had just given her as a gift. We didn't have it. The next day she went to workout at WC, where I was working. I asked her if she had found her necklace. She was so surprised and happy that I had remembered her and her story. She kept telling me how helpful all the front desk girls are. Plus, she said one of our housekeepers found the necklace and gave her a call based on the note I left the team!” </li></ul><ul><ul><ul><ul><ul><li>-Kristen Fields </li></ul></ul></ul></ul></ul>
    108. 130. Integrity <ul><li>“ She is one of the most dependable employees I know. She is always willing to come in early or stay late. One employee had to leave a shift early in order to take their child to the doctor and Takisha worked a double shift in order to allow the employee to leave early. She left after her shift a WC and came to the main center for her second shift almost immediately.” </li></ul><ul><ul><ul><ul><ul><li>-Takisha Holmes </li></ul></ul></ul></ul></ul>
    109. 131. Integrity <ul><li>“ One of the members that usually comes in during my shift called after she left looking for a lost wedding ring. Richter and I fought over who would have to dig through the trash for the ring and luckily Chris found it &quot;near&quot; the top!” </li></ul><ul><ul><ul><li>-Devan Keane </li></ul></ul></ul>
    110. 132. Integrity <ul><li>“ One night a few weeks ago, a couple came up to the desk saying that their keys weren't in the cubby. I told them that this unfortunately does happen and that I was sure that whomever took them would realize they were not their keys and return them. They said they really needed the keys, not to drive home because they had a spare, but because the keys to their business were on the keychain. The couple waited around for a good 30 minutes but no one returned them. I told the couple to leave their name and number and that when they were turned in I would be sure to give them a call. Well of course after the couple left the member that had accidently taken them brought them up to the front desk emphatically apologizing for the mistake. I called the couple and they came back to get their keys. They were so grateful for me calling them. Now, every night when they come in they are always really glad to see me and I tease them about making sure they have their keys!” </li></ul><ul><ul><ul><ul><ul><li>-Taylor Soraci </li></ul></ul></ul></ul></ul>
    111. 133. <ul><li>“ Of the many things I have learned working at GHF, the one that will always be in my mind is the company's commitment to helping others. I met the Kohler family about 3 years ago when I began working in the Kids Club. I would keep Ginger and Parker in the K.C. as well as at their house whenever their parents needed a night off. On two occasions outside of GHF I have noticed the same family and that they needed my help. I helped Fitz comfort Parker as a table fell on him at a restaurant near the Women’s Center and also watched her kids after she got into a car accident on Newberry Road. I think of our members as close friends and find myself looking out for them even when I'm not working.” </li></ul><ul><ul><ul><ul><ul><li>-Shanno Dukes </li></ul></ul></ul></ul></ul>Extraordinary Commitment to Helping Others
    112. 134. Hardworking <ul><li>Courtney Hannah is the happiest person I have ever met. She is always laughing, and her happiness is very contagious. Also, she loves her job and is great at it. on many occasions I have seen her just go and clean the smallest/most seemingly insignificant things even as a supervisor. She doesn’t try to pawn off work on others, she gets down in the trenches and helps everyone out. </li></ul>
    113. 135. Hardworking <ul><li>“ Alonzo has a member who comes in everyday during his shift. The member is wheelchair bound. She has always been told that she couldn’t do certain machines, because of her disabilities. So Alonzo picks her up and puts her on machines, and after she is done picks her back up and puts her into her wheelchair. He makes her a specific workout and changes it around when needed. I feel like this shows what it means to go above and beyond hard work, and to have an extraordinary commitment to helping others!” </li></ul><ul><ul><ul><ul><ul><li>- Jeff Finch </li></ul></ul></ul></ul></ul>
    114. 136. Hardworking <ul><li>Durrel Flintroy reprogrammed the MLR room key pads for each individual locker in order to fit the new keys. This was a daunting task and one that required a lot of patience and diligent work ethic. </li></ul>
    115. 137. Hardworking <ul><li>Sam Knowles spent 30 minutes looking through each individual locker with Adrian in the MLR for a set of keys. The member had fallen in the shower and his wife was waiting anxiously to obtain the keys in order to drive to the hospital where he was taken by ambulance. Sam worked hard and kept checking-in with her to assure her that they were close but still looking and should be done soon. The wife was very pleased and appreciative. </li></ul>
    116. 138. Creating Your Own Future <ul><li>“ Many of our employees come in as young students, often not knowing what they want to do in life, what their strengths are, or what they may be good at. To be able to mentor them, guide them, and help them grow not only as employees, but as individuals, often leaving with a better sense of who they are and where they want to go from here is very rewarding. GHFC can prepare people for life after the gym for those who take advantage of it.” </li></ul><ul><ul><ul><ul><ul><li>- Ryan Beacher </li></ul></ul></ul></ul></ul>
    117. 139. Creating Your Own Future <ul><li>“ Through the leadership and observation of those above me here- Joe, Shawn, Jan- I have been able to maintain and grow a business of my own that probably would have failed had I not learned and had the ability to see many of the things I have here. This I will always remember because it'll be what I do when leaving here.” </li></ul><ul><ul><ul><li>-Ryan Beacher </li></ul></ul></ul>
    118. 140. Creating Your Own Future <ul><li>“ Over at Tioga there are a lot of members who come in regularly so we’re always talking and there is one member who is a nursing teacher at UF. One day we were talking about school and my major (nursing) ever since then he always asks me about school and offered my help if I even wanted to get into the UF nursing program. It’s really nice to know that people really do care.” </li></ul><ul><ul><ul><ul><ul><li>-Brittany Whitcraft </li></ul></ul></ul></ul></ul>
    119. 141. Creating Your Own Future <ul><li>Andrea Rosario, who worked as a Kid’s Club attendant is now working as a personal nanny/assistant tutor to a family with TWO children with Down syndrome, one of which also has Autism. She has taken her knowledge from school, and used that with her experience working with those and other children in the Kids Club to now be an integral part of those children’s lives. </li></ul>
    120. 152. Eagle - Front Desk <ul><li>“ At the front desk, Lindsay Guckian is tops! When the issue of Inc. Magazine came out with the article on Joe Cirulli, I couldn’t find one to buy. I asked Lindsay if GHFC has extra copies – no, she said, but she’d try to find one for me. No luck. She asked her mom in South Florida to look – no luck. But she kept on looking. Then, one week, she gave me one that her mom had finally located. What thoughtfulness! What perseverance! What helpfulness!” </li></ul><ul><li>– Ann Bryan </li></ul>
    121. 153. Eagle Pool <ul><li>“ Every night, Chris Richter stays until 12 am and beyond to help one of our members get in and out of the pool using the chairlift. One of the member’s legs was amputated several years ago, so she has to use the lift, but was nervous to do it by herself. It really shows Chris’ dedication to her not only as a member but as someone he cares about that he takes the time to do that for her.” </li></ul><ul><li>– Liz Piazza </li></ul>
    122. 154. Eagle Pool <ul><li>“ After the two new pools were completed, my mom was anxious to go in but was afraid of losing her balance. Carina immediately said “I will help you, Daisy!” The next day, Carina Torres came prepared, jumped into her suit, escorted Daisy to the pool, stayed with her until she gained confidence and could stay alone. Afterward, Carina got back into her work clothes and was back to work! We will not forget her kindness.” </li></ul><ul><li>– Lonnie King </li></ul>
    123. 155. Eagle Cardio <ul><li>“ On my 2 nd visit to GHFC I was a bit lost in the cardio section and looking for some help/entertainment (I forgot my headphones!). Andre Villanueva saw that I needed help and came to my rescue by lending me a magazine and pointing me in the right direction.” </li></ul><ul><li>– Lauren Thomas </li></ul>
    124. 156. Eagle Cardio <ul><li>“ I was walking for one hour. As I was finishing I was drinking the last of my water. Tim Kirchner noticed I was finishing gulping the last of my water and he asked me if he could get me more water. I was so taken aback by his kind offer, I felt it was important to write an eagle for a guy who went out of his way, when he didn’t have to! Thank you Tim! Congratulations!” </li></ul><ul><li>– Liz Piazza </li></ul>
    125. 157. Eagle Front Desk <ul><li>“ One day I was on the treadmill and the guy next to me couldn't figure out how to work a certain program on his treadmill. I stopped and helped him. We started talking and he told me he lost 50 pounds. He was so excited and proceeded to tell me his whole life story. He told me he couldn't run because he was too heavy. I challenged him and he ended up running for 5 minutes. I have never seen someone so excited. Now, every time I see him he updates me on his progress.” </li></ul><ul><ul><ul><ul><ul><li>-Ashley Sammons </li></ul></ul></ul></ul></ul>
    126. 158. Eagle Kid’s Club <ul><li>“ I dropped my 2-year-old daughter off at the Women’s Center Kid’s Club. Leandra Cough was sitting at the table reading books to the children! I was delighted. My daughter was read to while I worked out. I felt much better about leaving her in someone else’s care. We have a no-TV-under-3 policy in our home and it was nice to see my daughter learning while in someone else’s care. I wish more childcares would do this, it made my day!” </li></ul><ul><li>-Amanda Boyarshinov </li></ul>
    127. 159. Eagle Kid’s Club <ul><li>“ A four-year old boy has an accident (#2 in his pants). The attendants were unable to locate the child’s mother right away, and Christy Ellison did not want the child to have to wait for his mother to get cleaned up, so she got him cleaned up, which was not a pleasant experience and took at least 10 minutes to do. She went above and beyond to make the child feel at ease about the situation, clean and happy. Great initiative!” </li></ul><ul><li>-Melissa Lynn </li></ul>
    128. 160. Eagle Floor <ul><li>“ Several times when I've been at Tioga I've seen a little 50-year-old lady in a wheelchair working out. She's not strong enough to lift herself out of her wheelchair and onto a specific machine, so Alphonso Jones and Alonzo Perkins gently move her back and forth on the machine. I can tell from the beaming smile on her face that her workout is the highlight of her day, especially because of the care shown by the team at Tioga.” </li></ul><ul><li>-Katie Olson </li></ul>
    129. 161. Eagle Floor <ul><li>“ Cathy was a member that was getting frustrated with her workouts when one day I changed her workout just slightly and now she is losing weight and really excited about working out. We've built a friendship and we always see how each other are doing. When she comes in to workout she tells me about the new things going on. When I was really stressed last semester she would always ask how things were going. It always amazes me when I find myself friends with a complete stranger and we manage to impact each others lives so greatly.” </li></ul><ul><li>- Jordan Barrish </li></ul>
    130. 162. Eagle Group Exercise <ul><li>About Stephanie Frommelt </li></ul><ul><li>“ She works us hard, motivates us, and then today rewarded us with Starbucks Coupons! Last year during the holidays when Sunday spin was cancelled, she came in and taught anyway – there was a big crowd there!” </li></ul><ul><li>-Kate Fogarty </li></ul>
    131. 163. Eagle Group Exercise <ul><li>About Jennifer Kverneland </li></ul><ul><li>“ She came in to teach a 6 am cancelled cycle class! The room was packed – all the bikes gone! She didn’t get anything for doing it.” </li></ul><ul><li>-Munci Tamburini </li></ul>
    132. 164. Eagle Housekeeping <ul><li>About Janet Blakney </li></ul><ul><li>“ I witnessed Janet in the locker room help an elderly lady dress. The woman was handicapped and could not lift her arms high enough to put her shift on. Janet was right there to help her. She did it in such a loving way. It really touched me. I actually teared up. We both looked at one another and connected in that moment. It was the sweetest thing I think I’ve ever seen.” </li></ul><ul><li>-Courtney Hannah </li></ul>
    133. 165. Eagle Fitness Counselors <ul><li>About Jan Campbell </li></ul><ul><li>“ One night, a member came in right before Jan left and had some sort of medical freak out - while he was on the line, he suddenly forgot everything. He didn't know where he was, who he was, or anything. Jan came out and recognized him as one of her new members. She then called his wife (who was out of the state) and helped him through the whole process of remembering where he lived, etc., and ended up sitting with him in the hospital practically overnight to make sure he was okay. Jan definitely went way above the call of duty, and cared for him as if they had been friends forever.” </li></ul><ul><li>-Angela Gilland </li></ul>
    134. 166. Eagle Personal Training <ul><li>“ I am pregnant and am training with Alison Heinz. Several weeks ago, I began having pain in my stomach due to the elastic waistband on my shorts and my ever-growing stomach! Alison suggested that I cut the elastic waistband off my gym shorts. I was hesitant to do so as I have only been able to find those shorts at Sports Authority (and not for a good price). The next week when I came to train with Alison, she gave me a gift bag. That weekend, she had gone shopping. She purchased a pair of gym shorts for me and cut the waistband off of them. She said she knew I was hesitant to cut my own and therefore went out and bought a pair for me. Not only is she a great personal trainer, she is an amazing person! I don’t know many people who would have gone out and spent their own money to buy something for a client. Needless to say, they are my favorite and most comfortable gym shorts! I have since cut the elastic in two different pairs of my own shorts.” </li></ul>
    135. 167. Eagle Housekeeping <ul><li>About Latoya Adams </li></ul><ul><li>“ I'll never forget laying on a bench in the women's locker room after workout interview, utterly exhausted and just wanting to die. Latoya came in and immediately checked on me. She offered to get me water, Gatorade, ice, whatever I needed, and wouldn't leave me until she was sure I would be all right.” </li></ul><ul><li>– Katie Olson </li></ul>
    136. 168. Create A Manual For All Your New Employees
    137. 170. What is a Brand? It is the fabric of the organization woven together purposefully over a period of time .” Janelle Barlow & Paul Stewart Branded Customer Service “ A brand is not just a logo, an advertising slogan, a product, a service, a building, great leadership, or profitability. A brand is all of these.
    138. 171. “ Brands are built on what people are saying about you, not what you are saying about yourself.”
    139. 172. &quot;Branding is about taking something common and improving upon it in ways that make it more valuable and meaningful.&quot; Scott Bedbury, Author CBO for Nike & Starbucks
    140. 173. Believe
    141. 174. Passion
    142. 175. <ul><li>Be Strategic </li></ul><ul><li>Create the Vision </li></ul><ul><li>Define the Mission </li></ul><ul><li>Know Why We Exist </li></ul><ul><li>Understand Our Culture </li></ul><ul><li>Discover Our Core Values </li></ul><ul><li>Hire Only the Right People </li></ul><ul><li>Create Programs to Make a Team </li></ul><ul><li>Find Creative Ways to Reward Them </li></ul><ul><li>Understand Why We Do What We Do </li></ul>
    143. 176. Joe Cirulli President/CEO [email_address] “ WIN BY CHOICE NOT BY CHANCE” Thank You

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