How to measure and execute Quality Control of any Fitness Department induction

General Managers and Fitness Managers have important responsibilities many of which revolve around member interaction and satisfaction.
A key performance indicator (KPI) is retention. The retention KPI measures what number of members stay every month which is a vital thing that will mean you get the standard of service provided.
One well-researched service that may be meant to maximise retention would be the induction or fellow member ‘journey'. In general, a participant will join, receive an induction/programme which might such as a safety tour and health check, then book in again in 30 days for the check up/reprogram. This usually continues, inside system 2-3 times then the member doesn't have any more ‘scheduled' gym time but alternatively would require tips on an ad-hoc basis.
The system features a few drawbacks including monitoring and logistics like who, when, how; with many gyms having their own unique method. The purpose of this post is to not propose a whole new way for the member ‘journey' but offer some thoughts on the way to monitor the products service given.
Methods of assessing quality:
How can Managers measure and monitor the standard of service provided during an induction?
The answer should be to pick a number of assessment tools that may be easily used group wide, permitting variations on processes yet still allow to get a system that is certainly objective and logical.
Below are a couple of instances of such assessment methods:
Method
Description
Pros
Cons
Shadowing
Visual inspection of how the induction is completed while a part will be shown around.
Assessor are able to see and hear the material, structure and delivery of session
Staff will likely be on best behaviour and is particularly therefore unlikely showing common style
Simulation
Assessor acts as virtual member
Allows to get a closer view that may highlight eye-to-eye contact, behaviour and confidence
As above.
Nervousness could potentially cause mistakes


Mystery shopper

(There are also professional mystery shopper businesses that provide this specific repair)
Pre-warn a part or experienced gym practitioner to maintain tabs on key criteria during induction.

1)Staff aren't going to be aware they're being assessed and is going to be prone to work as normal
2)Quality of mystery shopper evaluation. Will they be objective? Are they taught to determine what to watch out for?
3)Arranging suitable candidates and times
4)Anti - ‘Big brother' attitude
5)Self evaluation
6)A checklist will help staff to find out by rote where to start when even enabling varying member types.
7)Empowers staff to create own judgments on performance
8)Honest self evaluation is difficult.
9)Staff might emphasise good points and downplay bad points
10)Exam
11)A written or oral test as well as to ensure every of induction process are understood.

Objective.
1)Easy to assess
2)Doesn't mean they are knowledge is now being used throughout the induction.
3)Nervousness
4)Need to change questions each time
5)Group assessment
6)1 staff to induct, 1 staff to get the inductee, 1 staff to become the assessor
7)Group work can highlight the differences in approaches.
8)Staff can control their progress
9)Takes up additional time for 3 staff.
10)Likelihood of subjectivity and favourable assessment is high.
Video
Record the session and playback
Objective.
1)Useful to see your own style from another perspective
2)Nervousness.
3)Acting abnormally
4)Equipment costs
5)Case study/Practice
The fitness staff would ask an affiliate to help you with piecing together the optimal induction which can be then performed fully with a manager
Allows staff to look at control and rehearse their style into a flexible process.

Training/practice makes perfect
When maybe there is time for it to practice? Who would need to proceed through many inductions?
1)‘Staged' and for that reason useful for making things right, and definitely will they consistency all day every day?
2)Feedback sheet
3)Member fills in sheet just after induction
4)Simple to administer

Criteria checklist.
1)Members see we care along with their feedback is very important.
2)Relying on information from non-professional for feedback.
3)Consideration for timing of quality control can be important. Which day, which period, how frequently?

Working with a bi-monthly model a framework for quality control could possibly be based upon this questions:
1.    Were they punctually?
2.    Did they meet and greet?
3.    Did they explain the induction procedure?
4.    Were they suitably dressed and clean?
5.    Were they friendly and communicative?
6.    Did they feature a customised tour and introduction that's appropriate on your needs/wants?
7.    Were H&S aspects explained?
8.    Was this check informative and accurate?
9.    Was their knowledge and advice accurate?
10.  Did they actually a demo around the Power Plate and request contraindications?
11.  Did they book you in for any further appointment and provides a consultation card?