Operations Manual

The Fitness Partnership Operations Manual

Welcome

Welcome to The Fitness Partnership!

We’re committed to excellence in service, both to our members and to you as a fitness professional. We aim to provide you with a friendly and safe work environment, a challenging job, and plenty of opportunity for growth!

This guide will facilitate your knowledge in understanding our products and day-to-day business practices, policies and procedures.

It’s your responsibility to read this guide and stick to the processes and policies laid out. If there’s anything you’re not quite clear on or you have any questions, please ask.

THE FITNESS PARTNERSHIP MISSION

The Fitness Partnership are on a mission to empower woman to become strong, healthy and thriving.

TFP is so much more than a fitness studio.  We are a hub for inspiring change.

We know that all change starts in the mind. First, we must make the decision to get fit and healthy, then we need the motivation, the commitment and the guidance to get great results.

Our personalized service provides world class mindset coaching techniques, expert personal training and exceptional support to guarantee phenomenal and lasting results.  Our true passion is helping women gain more energy and motivation so they can be confident in who they are and excited about who they’re becoming.

We seek to provide an unparalleled professionalism and quality of service in our mission, offering you an opportunity to achieve their career goals and help our members maximise the value of their membership.

JOINING US

We are thrilled to have you join our team and to help us shape our future business!

You’ve been selected, not only for your technical skill and experience, but also your appetite for personal growth and improvement and your ability to take on challenges and seek out feedback.

We know that you’re eager to serve your clients and give them the very best training and guidance you can and we will support you in doing that in every way we can.

We are a flexible, super friendly and ambitious team and are strongly invested in your career and giving you as much opportunity as possible.  We want you to feel excited about your work with us and about the direction you’re headed so we’re always open to your ideas and feedback.

If there’s anything you need to help you perform or grow in your role, our door is always open so please come talk to us.

HR AND ADMIN

Human Resources

Alice is our HR rep, handling all matters relating to:

  • Documentation Administration
  • Payroll & Superannuation
  • Complaints/Grievances
  • Employee Benefits
  • Company Policy
  • Health & Safety

Alice will contact you on joining us to complete your set-up as an employee.

If you ever have any questions in the above areas, please direct them to alice@thefitnesspartnership.com.au or call Alice on 0487 067144

Our HR System is with Happy HR and when you join us, you will be invited into that system to view and agree to your employment contract, job description and company policies.  You’ll receive your own login details and can go into this system anytime to view your employment arrangement.

Please ensure you have read the company policies and are familiar with what’s outlined in your job role and contract.  Failure to adhere to these may result in disciplinary action or termination of your employment agreement.

As part of your role, certain documentation is required (i.e. identification documents, Insurance, First Aid, Tertiary Qualifications etc.) please provide the documents requested before commencing work with clients.

It is your responsibility to ensure your documents and qualifications are up to date.  Please provide updated documents to Alice when these are renewed.

Your Development

We have a culture of continual learning so your growth and development in your role is important to us.  Not only do we want you to enjoy what you do, we want you to feel inspired, valued and be progressing in your career.

To make sure you’re on track with where you want to be, we’ll organise regular check-ins with your manager or senior coach to discuss your current role and responsibilities and identify future opportunities.

If you’d ever like to chat about your role outside of a check-in or review session, we welcome this anytime, please send your manager an email and schedule a call.

Our Services

FEMALE FOCUSSED TRAINING

We offer training for women as that’s where our expertise and passion lies.  We do have a small number of male Personal Training members, some of who we’ve worked with for a while, but we don’t actively target men and don’t have any men in our Small Group Training classes.

PRODUCTS AND SERVICES

  1. Personal Training Packages
  2. Group Training Packages
  3. Functional Movement Screening
  4. Coaching Packages
  5. Online Subscription

The core offering of The Fitness Partnership is our Personal and Group training service.

We offer various membership packages tailored to fit each client’s individual needs. 

Our members can choose to train 1:1, 2:1 or join our Small Group Classes.  They can also choose how often they want to train based on their goals, availability and budget.

As well as our in-studio training, we also offer support through our online services including: our online Community, online Members Zone subscriptions and bespoke Coaching service.

All of our programs are designed to guide our members down the path to the higher quality of life they are all striving for.

We’ll go through each of these products in more detail in the following sections.

CHANGING PACKAGES

We try to be as flexible as possible for members wishing to change their package.

If a member would like to do any of the following;

  • Purchase another 4 x Session Pack
  • Move from Personal Training to Group Training
  • Move from Group Training to Personal Training
  • Add an ‘ad-hoc’ Personal Training Session
  • Upgrade from 3 x Class Pass to Unlimited Class Pass
  • Downgrade from Unlimited Class Pass to 3 x Class Pass
  • Add a Coaching Session or Package
  • Add an FMS Screen
  • Add a once off Group Class

…please ask them to contact the office by emailing info@thefitnesspartnership.com.au and we will discuss their change and let them know the next steps.

Please don’t agree to or upgrade a member’s current package, or book in any additional sessions with them until Alice or the office have confirmed that they’ve paid for the new service.

New Members

We have a thorough process for onboarding new members to ensure each new member is well taken care of and guided towards the best fit program for them.

NEW LEADS

New members enquiring about our services may come through from our website, social media, local networking, referrals by practitioners, word of mouth or local walk-ins.

Any new leads should be emailed into info@thefitnesspartnership.com.au where we aim to get back to them on the same day they enquire.

We give them a call and talk about what they’re looking for to see if we may be a fit.  If we think we might be, we’ll organise an initial session with them – either a face-to-face consultation or a Functional Movement Screen.

Consultations are free and no-obligation but the FMS does incur a charge of $100 for a 1 hour screen.

If you’re approached by someone asking about PT services or costs, please hand them a business card and ask them to call/email or visit our website at www.thefitnesspartnership.com.au and complete the enquiry form.

You don’t have to answer any questions directly (particularly if you’re in the middle of running a session) or fob them off, just be polite, friendly and let them know how to get in touch for more information.

CONSULTATIONS

At the free consultation, Pippa will take the prospective new member through the consultation process which includes:

  • Getting to know the prospect and their goals
  • Understanding their background and exercise experience
  • Discussing their motivations and challenges with fitness
  • Taking note of any injuries, illness or chronic pain issues
  • Taking the prospect through our ethos, approach and expertise
  • Determining whether prospect would be a fit for our community
  • Presenting package options and identifying recommended option
  • Deciding on an outcome which may be:

-Signing up the prospect to a selected package

-Giving prospect some time to think and following up the next day

-Offering an alternative service/studio/solution that would better suit their goals, requirements or budget.

ONBOARDING NEW MEMBERS

If, after the consult or FMS, the prospect decides to go ahead with training, they enter the onboarding phase which involves.

  • Completing joining forms
  • Being assigned a trainer
  • Scheduling their sessions
  • Welcome and Confirmation

We’ll go through each of the onboarding stages in more detail.

COMPLETING JOINING FORMS

When a new member is onboarded, it’s essential that they complete all relevant paperwork BEFORE they commence any training.  This is to ensure they are fit to train, have read and understood our policies and tell us about anything that may assist with creating their training program.

Membership Agreement (All clients)

This must be completed before training commences – it contains the waiver and disclaimer so is a legal requirement.

The following points in the agreement should be highlighted to the new member:

  • Please fill out the members chosen package on Page 2 e.g. ‘1:1 PT x 2 weekly’ or ‘4 x Pack of 1:1 Sessions’. They can change this at a later if they wish by giving notice.
  • Members need to give us 2 weeks’ notice for any membership change requests, suspensions or cancellations.
  • If the member needs to re-schedule a PT session, they should advise the trainer by text at least 12hrs prior (trainer will do the same if they need to cancel) and should try to reschedule the make-up session for as soon as possible
  • Any unused PT sessions can be ‘banked’ and used up to 4 weeks after the membership agreement period. After that, they will expire. We encourage training regularly and not banking sessions.
  • For Groups, classes cannot be rolled over into the next week and expire at the end of each week (even if they’ve not been used)

Direct Debit Form (All clients)

  • This must be completed and payment processed before training commences
  • Please let the new member know that all payments are debited weekly on a Sunday
  • The member should make sure they have sufficient funds in their account each week as failed payment incur a $5 processing fee.
  • If new members have any payment queries, please ask them to email info@thefitnesspartnership.com.au

Injury Map (All clients)

  • Must be completed thoroughly before training commences
  • If the new member doesn’t have any injuries or concerns, please ask them to indicate that on the form.
  • Please note down any injuries so these can be factored into their programming.

Pre-Exercise Screening Tool (PAR-Q) (All Clients)

  • Must be completed before training commences
  • If new member answers ‘YES’ to any questions, please request a Doctor’s letter signing them off for exercise before commencing any form of training.
  • If new member requires any medication, please ensure they bring this with them to all sessions. A session should be abandoned if they forget to bring this with them.

Post Pregnancy Questionnaire (if applicable)

  • If the new client has given birth within the last 3 months, we should also obtain a questionnaire from them.
  • Please make note of any issues or concerns to be taken into account for programming and setting realistic goals.
  • Ask them if they are seeing a local physio or women’s health practitioner and take down the details so you can link in with them

Before you start training…

  • Please ensure the new member has completed all necessary forms – we have to consider safety and liability at all times or you’re putting yourself and the business at risk (as well as the new member).
  • Please make sure you have gone through their PAR-Q and Injury Map and are aware of any injuries/issues before designing a program.
  • If you have ANY concerns about a client’s suitability to train, please ensure you discuss with Pippa before they commence training.
  • Please ensure all new member programs are signed off by Pippa beforehand.
  • If you have any questions at any stage of the process, please contact Alice or Pippa.

Assigning a Trainer

Pippa will assign a trainer for the new member after the initial consult based on who will be most suitable for their goals and experience and has availability to train at their preferred times.

Once assigned, Alice will send you an email confirming the new members details, including: Name, age, brief description of goals, any relevant health information, preferred training times, contact details and copies of their PAR-Q, Injury Map and FMS (if conducted).

Please read through these details and if you have any concerns about taking on the new member, raise it with Alice or Pippa immediately.  Otherwise, please move to the next step and schedule in their sessions.

Scheduling Sessions

Once you’ve received the new members details, please get in touch by phone within 24 hours.  This call is to introduce yourself, have a quick chat to build rapport and schedule in their sessions.

If the new member has signed up to an introductory pack of 4 sessions, please book in these first 4 x 1hr sessions only.  They can be taken whenever, but they do expire after 3 months.  We’d recommend scheduling at least 1 or 2 a week to ensure they are committed and get some momentum in their training.

If the new member has signed up for ongoing training, this should be a scheduled as a regular arrangement i.e. every Tuesday and Thursday at 3pm-4pm.  Of course it’s possible to reschedule some sessions as and when things come up but having a regular arrangement creates structure and consistency for both you and sets the expectation with the member that this is something they have invested in and need to commit to.

On the call, make sure to pass on your mobile number and/or email in case they need to contact you to reschedule or have questions.

If the new member has any other questions on the call, relating to their agreement, payment, account or anything you can’t answer, please refer them to Alice and ask them to email info@thefitnesspartnership.com.au or call 0487067144.

Welcome and Confirmation

When a new member comes on board, Alice will send them a confirmation detailing:

their chosen training package, weekly cost and their trainer’s contact details.  The confirmation will also explain how they can make changes to their training if they need to.  Where relevant, they will also receive details about any additional services they’ve selected.

ASSIGNING A TRAINER

Pippa will assign a trainer for the new member after the initial consult based on who will be most suitable for their goals and experience and has availability to train at their preferred times.

Once assigned, Alice will send you an email confirming the new members details, including: Name, age, brief description of goals, any relevant health information, preferred training times, contact details and copies of their PAR-Q, Injury Map and FMS (if conducted).

Please read through these details and if you have any concerns about taking on the new member, raise it with Alice or Pippa immediately.  Otherwise, please move to the next step and schedule in their sessions.

SCHEDULING SESSIONS

Once you’ve received the new members details, please get in touch by phone within 24 hours.  This call is to introduce yourself, have a quick chat to build rapport and schedule in their sessions.

If the new member has signed up to an introductory pack of 4 sessions, please book in these first 4 x 1hr sessions only.  They can be taken whenever, but they do expire after 3 months.  We’d recommend scheduling at least 1 or 2 a week to ensure they are committed and get some momentum in their training.

If the new member has signed up for ongoing training, this should be a scheduled as a regular arrangement i.e. every Tuesday and Thursday at 3pm-4pm.  Of course it’s possible to reschedule some sessions as and when things come up but having a regular arrangement creates structure and consistency for both you and sets the expectation with the member that this is something they have invested in and need to commit to.

On the call, make sure to pass on your mobile number and/or email in case they need to contact you to reschedule or have questions.

If the new member has any other questions on the call, relating to their agreement, payment, account or anything you can’t answer, please refer them to Alice and ask them to email info@thefitnesspartnership.com.au or call 0487067144.

NEW MEMBER WELCOME & CONFIRMATION

When a new member comes on board, Alice will send them a confirmation detailing:

their chosen training package, weekly cost and their trainer’s contact details.  The confirmation will also explain how they can make changes to their training if they need to.  Where relevant, they will also receive details about any additional services they’ve selected.

Personal Training

PERSONAL TRAINING - PACKAGES

We have two simple package offerings for Personal Training, Session Packs and Ongoing Contracts.

Option 1: 4 x Session Pack

Session packs are our most flexible option.

They are usually sold to new members to allow them to experience our training and see if it’s a good fit for them.

Although a membership agreement is still signed, they are not locked into a contract with this option and don’t have any obligation once they’ve used their 4 sessions.

The 4 sessions in the pack are valid for up to 3 months and can be used whenever so this may suit someone who can’t yet make a regular arrangement or needs the sessions to be spread apart.

Session packs are also ideal for our Group Training members who may want to brush up on their technique, are rehabilitating an injury or need some personalised attention.

It’s slightly more expensive to buy our sessions in packs rather than in a contract and if a member is enjoying their sessions, we strongly encourage them to move to an ongoing agreement.

Please note: Session packs don’t come with all the benefits of full membership such as Members Zone access, and are more casual in nature.

Option 2: Ongoing Contracts

Ongoing contracts are what most of our PT members will choose after their initial introduction.  This is a higher level of commitment from the packs since they will need to commit to a certain number of sessions per week.

We offer contracts with anywhere between 1-5 Personal Training sessions per week.  The number of sessions per week will depend on the members goals, availability, budget and how quickly they want to see results.  Most members tend to choose 2 sessions a week.

We offer 1:1 and 2:1 training, with the price for 2:1 being higher as it involves more programming.

For ongoing contracts, sessions are block booked in advance and occur on a regular basis rather than ad-hoc.  This ensures our members are training regularly and making steady and consistent progress that is measurable.

Our ongoing contracts come with full membership benefits such as Members Zone access and exclusive members-only events.

 

PERSONAL TRAINING - SCHEDULING & BOOKING

When you’re assigned a Personal Training member, it is your responsibility to schedule in sessions directly with the new member for a mutually suitable date/time.

Please try to ‘block book’ these sessions, i.e. book the same time for the next month.

If the member has bought a 4 x pack of sessions, please just book in these four sessions.  We will contact them after they’ve used up their sessions to see how they want to continue.

Once scheduled in your diary, please add these as appointments in Mindbody so they show in the members ‘visits’.

Attendance records are essential for our business reporting and our client accounts so this MUST be accurate and must be updated if there are any changes.

If you have issues finding a mutually suitable time, please feedback to Alice as we may need to assign them another trainer.

If a member needs to change their agreed training date/time, please see ‘Rescheduling Personal Training Appointments’

PERSONAL TRAINING - DURATION & TIMINGS

Our Personal Training sessions are 1 hour per session.  Whilst members may ask for shorter sessions, we like to stick to 60minute sessions as these tend to be the most effective use of time with less of the session wasted setting up or chatting at the beginning and less commuting or gaps for our trainers.

If the member doesn’t want to train (or can’t train) for the full hour, the extra time can be used for goal setting, talking about their nutrition, rehab work or mobility work.

We encourage all training sessions to start on the hour or on the half hour.  This helps us plan the studio usage (e.g. rather than scheduling a 2.45pm-3.45pm session, book the start time for either 2.30pm or 3pm.

All of our training sessions must start and end on time.  We respect everyone’s time so this is a standard within our studio that we expect everyone to adhere to.

If a member arrives late for their session, you are only required to wait for 10 minutes and still finish the session at the scheduled finish time, don’t run over because they were late.  If you accommodate this once, it ca set an expectation with the member that they can turn up whenever suits them and still get the full value of the session.

We encourage you to always be 5 minutes early to your sessions to prepare the equipment and not be rushed.  If you are the one running late for an unforeseen reason, we ask that you text or call the member and offer to give them extra time at the end or add it to their next session.  This respects their time too.

If you are ever going to be more than 10 minutes late for a session, please notify Alice at the office so we can come up with a plan for cover or to cancel/postpone the session.  

PERSONAL TRAINING - PROGRAMMING

As part of our commitment to Deliver Quality, all programs should be planned in advance and designed specifically for the individual member, their goals and their requirements.

Our programs are not ad-hoc, they are results orientated, focused and progressive with clear outcomes in mind.  Most programs should be designed to be delivered over a 4 week cycle for maximum results.

All programs should be submitted to Pippa at the beginning of the week and be approved before they are delivered.  This isn’t to check up on you or to question your expertise, this is so we can ensure consistency of service across our members, share great program design with each other and provide opportunities to learn and grow in technical skill.  Please be open to making program adjustments and different approaches – remember, the aim of program design isn’t to be right, it’s to maximise each members progress and results, so be outcome focused.

We appreciate that careful program design takes time and we include this within your 1 hour of prep time each week in your renumeration.  If programming is taking you significantly longer than the time allows, please flag this with Pippa who can help with guidance.

All programs should be presented to members in the same, standard format.  Part of your first session with a member will be to help them interpret the program design as this will give them greater understanding of what goes into their programming and how they can see their own progress.

Finally, remember that programs should take into consideration the enjoyment factor for the member.  This doesn’t mean that you never program a burpee, but if they hate doing  a certain exercise, don’t program it repeatedly just because it’s what they need – find different and creative ways to get them the same result.

PERSONAL TRAINING - HOME PROGRAMS

As our Personal Training is our premium service, it’s important that we deliver as much value as possible.  And as we may only see some members once or twice weekly, giving them a home program to work through will help them see results faster and compliment work done in training sessions.

As a general rule, home programs should be simple, easy to follow and involve exercises that the member has done with your previously.  Don’t introduce new exercises or advanced techniques that could cause injury.

For some members, you may just want to give them some mobility or flexibility work, whilst others can be set ore extensive programs.

Home programs should be approved by Pippa at the beginning of a week and should also be adjusted alongside their training programs so the exercises don’t become boring or cause the member to plateau.

Please use the standard ‘Home Program Template’ when communicating with members.

PERSONAL TRAINING - RESCHEDULING / SUSPENDING / CANCELLING

Rescheduling Personal Training

We encourage you to ‘block book’ Personal Training sessions with each member, i.e. book sessions for the same time and day each week.  This helps with commitment but also makes life easier for everyone.

Of course, there will be instances when the scheduled day or time isn’t possible for one of you so please follow these guidelines.

Member Reschedules

  • Members should give you at least 12 hours notice if they need to reschedule due to another commitment. This should be by text and acknowledged by you when you’ve seen the message.
  • If more than 12 hours notice is given, you should reschedule the session for a mutually convenient time.
  • Rescheduled sessions should ideally be taken within the week, i.e as a ‘catch-up session’ the following week. That will mean that they end up doing an extra session for that week and helps keep the momentum in their training and the structure to your program delivery.
  • If it’s not possible to reschedule within a week, the session can be ‘banked’. Please ask Alice in the office if they need to bank a session for future use.
  • We discourage banking sessions as it can lead to confusion in accounts and a loss of momentum.
  • If a member reschedules with less than 12 hours notice (i.e. due to sickness or a last minute change), or fails to show up, they will forfeit that session and won’t receive a extra one or a refund for the missed session. You will still be paid for your time.
  • If a member has had a really good reason for not rescheduling in time, we will of course have a chat, please ask them to contact the office.

Trainer Reschedules

  • Trainers should give members at least 12 hours notice if they need to reschedule to another commitment. This should be by text and you should ensure that the member has seen and acknowledged the text.  If they don’t reply, please follow up with a call.  It’s not acceptable to have a member turn up and no trainer be there.
  • If more than 12 hours notice is given, you should reschedule the session for a mutually convenient time. Please try to be as flexible as possible given that the member is having to accommodate you.
  • Rescheduled sessions should ideally be taken within the week, i.e as a ‘catch-up session’ the following week. That will mean that they end up doing an extra session for that week and helps keep the momentum in their training and the structure to your program delivery.
  • If it’s not possible to reschedule within a week, the session can be ‘banked’. Please ask Alice in the office if they need to bank a session for future use.
  • We discourage banking sessions as it can lead to confusion in accounts and a loss of momentum.
  • If you need to reschedule with less than 12 hours notice (i.e. due to sickness or a last minute change), please inform Alice in the office immediately. We will try to find you cover for the session.  If we cannot find cover, we will contact the member directly and make alternative arrangements that work for the customer.  This may be to offer them an extra session, a free group class or another alternative.

Holidays & Suspensions

Our Personal Training members sign 4 month agreements and in each agreement period, can choose to suspend their membership for a minimum of 2 weeks and maximum of 6 weeks.  We suspend accounts without charge but expect the member to return after the specified period of suspension.  If they don’t, we can charge them a $250 fee for early cancellation of the agreement.

We ask all members to give us as much notice as possible, and at least 2 weeks notice, for an expected absence or suspension request (e.g. for a holiday, planned surgery, moving home).  This helps us to plan our training rosters and to make the necessary changes to their account.

All suspension requests should be emailed to info@thefitnesspartnership.com.au.  If the member gives less than 2 weeks notice, we can’t guarantee their payment will be frozen in time.

If a member needs to suspend due to an unexpected life event (e.g. injury, loss of a loved one), we will do our best to accommodate this and will always be as compassionate as possible, but it may take up to 2 weeks for the suspension to come into effect.  They should make us aware of the situation as soon as possible by emailing info@thfitnesspartnership.com.au

If their account cannot be suspended in time, it may be possible to bank unused sessions to be made up another time, but this is not a guarantee.

If a member tells you about a planned break or suspension, please ask them to put this in writing to info@thfitnesspartnership.com.au.  Verbal confirmation won’t initiate any account changes.

Cancelling Membership

If a member wishes to cancel their Personal Training contract at the end of their 4 months, they can do so without notice and without charge, they just need to contact us.  If they wish to cancel mid-way through a contract, we ask for a minimum of 2 weeks notice and they may be charged a contract release fee.

For anyone wishing to cancel, please ask them to inform the office in writing by emailing info@thefitnesspartnership.com.au

If a member has mentioned cancellation to you or you think there’s been a change to their circumstances, please advice Alice in the office as soon as you can.

PERSONAL TRAINING - CHANGING TRAINERS

Our business is a relationship business, and we understand that not all relationships are destined to work out.

Whilst we know we pick great trainers and would like to think we only sign up great members, sometimes people just don’t gel.  And rather than lose a member or make you dread a session, we’d much prefer to fix the issue.  And this may mean changing trainers.

Member Requests a Change

If a member isn’t completely satisfied with their training, we ask them to contact Alice in the office and discuss this. 

If we feel we can resolve an issues through training or upskilling, we’ll provide you with feedback and help with this.

If it’s just down to a personality thing, we’ll give you feedback and assign another trainer.  We ask that you take this on the chin as a professional.  It’s just one of those things and happens to us all.  The most important thing is that we’re helping those we can help.

Trainer Requests A Change

Whilst we do ask that you get to know each member and their unique personality, we also know that not every pairing is going to gel.

If, after getting to know them, you feel that a member isn’t right for you, please discuss this with Pippa or Alice as soon as the issue arises.  We want you to enjoy your work with us and if training a particular member is making you dread your sessions, we want to do something about that straight away.

Please give us details of the issue.  If you’re feeling out of your depth or overly challenged, we may be able to offer you further guidance or opportunities to upskill in a certain area.  If it’s more personality related, then let us know what’s going on and we will happily reassign the member to another trainer if that’s the best course of action.

Please note that you should NEVER accept ANY abusive, rude, aggressive or threatening behaviour or harassment from members.  If this should happen, please terminate the session straight away and report it immediately to Pippa or Alice.

Group Training

GROUP TRAINING - INTRO

Small Group Training is our core product at The Fitness Partnership.  Members benefit from the support and motivation our community brings and it is also a cheaper and more flexible way to train, allowing them to choose the training and times that best suit them.  Groups also allow us to reach more people as we can train up to 12 people at a time.

We offer three Group Training Packages:

  1. 2 x classes per week
  2. 3 x classes per week
  3. Unlimited classes per week

All of these options are offered in 4 month agreements only as we are strong believers in gradual progress and sustainable change.  Learning technique and building up fitness doesn’t happen overnight so 4 months of consistent training gives our members the opportunity to start seeing real results.

It is more cost effective for members to choose the unlimited classes and we encourage that option if members have the availability to attend multiple classes.

For details on group contracts and rules, check out ‘Group Training Bookings’

GROUP TRAINING - PRE-SCREENING

Before enrolling in group training, we always ensure each new member is set up for success and can perform basic movements correctly and safely.  This is for their own safety, enjoyment and progress but also helps our trainers, ensuring they can give equal attention across the whole group and don’t have to hand-hold one member.

For those with a strength background, they may be able to go straight into groups but for others, we may encourage them to have an FMS screen, an individual 1:1 PT session or a several 1:1 sessions until they’ve practiced the skills.

In the PT sessions, the aim will be prep them for groups by training them in movements such as the deadlift, squat and row and exercises that support these movements.  We should clearly communicate the benchmarks to the new member so they understand where they need to get to and don’t become frustrated.

Once you feel confident that they are ready for group sessions, they can be ‘signed off’ and offered a group training package.  Please see the ‘Changing Packages’ section for what to do here.

When a new member joins group training classes for the first time, they will still require some initiation and extra guidance through exercises. 

So, when running a group class, please look out for new faces and ask the class if there’s anyone who hasn’t attended before, so you know to look after them, help them to feel comfortable and welcomed, and give some extra attention with the program.

GROUP TRAINING - TIMETABLE

The Group Class Timetable is set by Pippa and amended as required.  The aim of the scheduling is to maximise our class sizes and ensure there are enough class options and variety for all members.  As a small studio, we have a lot of flexibility here and are able to add, remove or change classes according to demand and what our members want.

GROUP TRAINING - CLASS TYPES

We offer three main class types :

  • Strength & Skill
  • Intensity
  • Power & Plyometrics

From time to time, we also add other class types into the timetable e.g. Outdoor Workouts, Yoga, Abs, Boxing or Mobility.

All of our programs focus on quality movement and address structural imbalances such as posture that we commonly see amongst the general population.

Strength & Skill

The S&S Program is designed to be the foundation of our members training.  S&S sessions focus on developing absolute strength and new skills that can be transferred

into all other training programs.

Expected benefits:

  • Increase muscle mass
  • Bullet proof your body
  • Develop high levels of absolute strength
  • Improve your work capacity relative to
  • weight training
  • Improved range of motion and posture
  • Improved movement quality

Strength is central to everything we do, so we recommend our members attend at at least 2 strength sessions a week, depending on their membership and goals.

Intensity

The Intensity Program is designed to support lean muscle development and decrease body fat.  Intensity sessions create an environment that is challenging and fast paced.

Expected benefits:

  • Improved body composition
  • Decreased body fat
  • Increased lean muscle tissue
  • Improved range of motion and posture
  • Improved movement quality

Depending on their goals, we recommend that our members attend 1-2 of these sessions weekly, but only to compliment their strength work, not to replace it.

Power/Plyometrics

The Power Program combines high intensity ‘cardio’ training with more ‘athletic’ aspects of fitness such as power, speed and stamina. Power sessions are all about moving weight with speed. These sessions focus on explosive movements and are structured to develop both raw strength, speed and power along with co-ordination, balance, agility.

Expected benefits:

  • Improved speed
  • Maximise absolute strength and athletic ability
  • Decreased body fat
  • Increased lean muscle tissue
  • Improved range of motion and posture
  • Improved movement quality

Members should ideally have 3 months strength training experience before coming to Power, but we’d encourage all members to give it a go.  The program can be catered more towards beginners if needed.

GROUP TRAINING - PROGRAMMING

The programming for group sessions is set by Pippa and each program runs for 4 weeks.  Programs are designed with progressive overload and our members are encouraged to come to the same classes consistently to get maximum benefit from the program design.

Pippa will go through each new program with the relevant trainer/trainers on each cycle.

Your input into program design is always encouraged and we also ask that you give your feedback on each program.

GROUP TRAINING - ROSTER

You’ll be assigned to run group classes based on your experience, training preferences and availability.  You may be assigned to a singular class or program, or to a mix of different ones.

If you have a preference of classes you’d like to deliver, please discuss it with Pippa and we’ll do our best to match trainers and classes.

We put the group training roster together in 3 month blocks (Jan-Mar, Apr-Jun, Jul-Sep, Oct-Dec) and wherever possible, will assign trainers to a class for an entire block.  This reduces admin and timetable changes for our trainers and also keeps consistency for our members.  After 3 months, we’ll make changes so everyone gets a change!

Trainer Absence & Substitute Trainers

Obviously there will be times where you can’t work your rostered class/classes.  If you have a planned commitment e.g. a holiday, please give us as much notice as possible and at least 2 weeks.  We’ll arrange for another trainer to take your place and deliver any sessions you’ll miss.

We expect you to give the substitute trainer a courtesy call before your period of planned absence to let them know where you’re at in the program, what you had planned for the next session and any relevant handover notes (i.e. new members that may need extra help).

In the event of an unplanned absence, please give Alice a call as soon as you know you’re going to miss a class.  We will do our best to find last minute cover for the session, or if we need to, will cancel the class and inform members who have booked on.

If you’re ever running late for a class, please give Alice a call as soon as possible so we can make arrangements for someone else to start the class or to cancel/postpone the class.  If you’re late, please be prepared to extend the class finish time or make up the time across the week.

GROUP TRAINING - MEMBER BOOKINGS

Our group training bookings are self-managed by members through the Mindbody platform.  Once they’ve been set up, they will be able to access their Mindbody account on their phone, see group class availability, book on to classes and cancel classes.

If members have any issues with the Mindbody app, booking their sessions or finding class availability, please direct them to contact Alice.

We charge members on a weekly basis so bookings are also on a week-to-week basis and open each week on a Sunday.

Members book into classes on a first come, first serve basis and we ask them to only book on to classes that they plan to attend (rather than booking on to everything and cancelling later).  To secure their first preference of classes, we suggest they login straight away after their payment is taken on a Sunday.

They can book on to as many classes as they have in their package and Mindbody will tell them how many classes they have remaining each week in their profile.

It is the members’ responsibility to book on to their allocation of classes each week.  Group Training classes DO NOT ROLL OVER, so if they’re not used, they expire at the end of the week.  Some weeks, there may be fewer classes available to book (e.g. with a public holiday).

If members want to attend a ‘one-off’ additional class, we can usually accommodate this and they should contact Alice to have the extra class/classes added to their account.

Members must be booked on to a class before they can participate.  If they turn up without a booking, please ensure there is space in a session before allowing them to join.  If there is space, you’ll need to register them for the session so it deducts from their total.  Attendance records are essential for our business reporting and our client accounts so this MUST be accurate.

GROUP TRAINING - CHANGING / SUSPENDING / CANCELLING

Our Group Training classes are really flexible and members can cancel if something comes up.

But please note that Group Training classes DO NOT ROLL OVER, so if they’re not used, they expire at the end of the week.

We do expect our members to be considerate of our trainers and the community by cancelling with as much notice as possible.  This enables other members to book free spaces and avoids trainers having empty classes.

Cancelling Classes with more than 12 hours notice

Cancellation is possible through the Mindbody app up to 12 hours before the class start time.  If cancelled 12+ hours before, they will be removed from the class list and that class won’t count towards their total allocation.

Cancelling Classes with less than 12 hours

If a member needs to cancel within 12 hours of a class start time, they won’t be able to do this through the Mindbody app and will need to let the office know by phone as soon as possible.  If this is picked up before the class, we will remove their booking and it won’t count towards their allocation.

If the member doesn’t give us notice or fails to show up, they will be marked as a no-show and the class will count towards their allocation.  We don’t refund or replace missed classes where we haven’t been notified of absence in advance.

If you find a member is repeatedly cancelling at short notice or not turning up to classes they’ve booked, please let Alice know so we can follow up.

Holidays & Suspensions for Group Training Members

Our Group Training members sign 4 month agreements and in each agreement period, can choose to suspend their membership for a minimum of 2 weeks and maximum of 6 weeks.  We suspend accounts without charge but expect the member to return after the specified period of suspension.  If they don’t, we are entitled to charge them a $250 fee for early cancellation of the agreement.

We ask all members to give us as much notice as possible, and at least 2 weeks notice, for an expected absence or suspension request (e.g. for a holiday, planned surgery, moving home).  This helps us to plan our training rosters and to make the necessary changes to their account.

All suspension requests should be emailed to info@thefitnesspartnership.com.au.  If the member gives less than 2 weeks notice, we can’t guarantee their payment will be frozen in time.

If a member needs to suspend due to an unexpected life event (e.g. injury, loss of a loved one), we will do our best to accommodate this and will always be as compassionate as possible, but it may take up to 2 weeks for the suspension to come into effect.  They should make us aware of the situation as soon as possible by emailing info@thfitnesspartnership.com.au

If their account cannot be suspended in time, it may be possible to credit them some extra classes for future, but this is not a guarantee.

If a member tells you about a planned break or suspension, please ask them to put this in writing to info@thfitnesspartnership.com.au.  Verbal confirmation won’t initiate any account changes.

Cancelling Membership

If a member wishes to cancel their Group Training contract at the end of their 4 months, they can do so without notice and without charge, they just need to contact us.  If they wish to cancel mid-way through a contract, we ask for a minimum of 2 weeks notice and they may be charged a contract release fee.

For anyone wishing to cancel, please ask them to inform the office in writing by emailing info@thefitnesspartnership.com.au

If a member has mentioned cancellation to you or you think there’s been a change to their circumstances, please advice Alice in the office as soon as you can.

Additional Products

FUNCTIONAL MOVEMENT SCREENING

Some of our trainers are trained in Functional Movement Systems (FMS) and can perform a screen that involves assessing movement patterns to determine strength and dysfunction.  This is a really valuable tool in determining where there is weakness and which areas to focus training on.

The screen involves taking the member through various movements with specialist pieces of equipment and scoring these movements.  The session takes around 45mins-1hour and the client will receive a full report at the end.

Members can find more details of this on our website and book this as an individual appointment or as one of their Personal Training sessions.

Please ask anyone interested to contact us at info@thefitnesspartenrship.com.au for questions or to book in.

COACHING

Pippa is a qualified Mindset and Human Behavior Coach and has helped hundreds of women to break down the barriers that are limiting them.  She has devised life-changing coaching programs that perfectly compliment physical training in getting to the core of what’s holding someone back and giving them the tools they need to overcome this and to thrive!

We provide three coaching products:

  • Discovery Call – a 1 hour call
  • Health Coaching packages – regular 30min check-ins to discuss training, nutrition, lifestyle and habits.
  • Success Coaching packages – regular 1hour calls for profound, long-term change

If you have a member who is interested in coaching or struggling to see results/ overcome a particular challenge,  coaching may help them so please do let us know and we can get in touch with them.

STRONG WOMEN CAN - ONLINE MEMBERSHIP

Strong Women Can is the new online arm of The Fitness Partnership.  It is an online subscription that equips women with everything they need to become Strong, Healthy and Thriving. 

Through an online members zone, subscribers get Training Programs, Meal Plans, Nutrition Info, Habit-Based Challenges, Yoga & Recovery Sessions, Recipe Collections, Mindset Courses, Webinar Recordings and lots lots more.

The subscription is charged as a monthly fee but all Personal Training and Group Training Members on a 4 month agreement get full access to Strong Women Can included in their membership.

You should have received login details for Strong Women Can so please make sure you check it out and familiarize yourself with the resources in there.  In discussions with your members, please direct them to this members zone to help maximise their membership benefit and education.

As the members zone is still in its infancy, we will be constantly adding to it and upgrading the content to make this a market-leading platform for womens health information.

FACEBOOK COMMUNITY

The Fitness Partnership Facebook Community is a safe space for like-minded women to connect.  We share fitness, nutrition and lifestyle tips along with recipes and free events and we encourage group engagement, fun and questions.

Not all the women in the group are training with us, but they all have a shared mission of becoming healthier, stronger versions of themselves.

We’d love it if you dived in and engaged with the community as often as possible.  Comments to welcome our new members, shout outs and client success stories, engaging with events and challenges or helping to answer questions are all very welcome!

COMMUNITY ACTIVITIES & EVENTS

We love to run activities and events for our members that help to bring them together  (whilst doing something active or informative).  Some examples of events we’ve run previously are:

  • Live cooking demos
  • Nutrition talks
  • 5km charity runs and triathlons 
  • Women’s health seminars
  • Christmas socials and member BBQs
  • Day hikes in the Dandenongs
  • Mindset workshops
  • Meet the expert
  • Outdoor and beach workouts

These events are included in our memberships and we strongly encourage members to join in.

From time to time, you may be asked to participate or volunteer for these events or to help with the organisation.

Customer Service

CUSTOMER SERVICE EXPECTATIONS

Our members ARE our business and their results and experience are everything to us.

We don’t want to be just ‘another’ thing they’ve tried, we want to be the last thing they’ll ever need and the one that gets them results.

We strive to be the Number 1 Strength Studio in Bayside and a trusted source of information and education for women looking to become strong, healthy and thriving.

That means, establishing great relationships with our members and exceeding their expectations right from the get-go. 

To achieve this, we apply these 5 Keys to Customer Magic to everything we do:

The 5 Keys to Customer Magic:

  • Help them feel special
  • Clear, regular communication
  • Friendly, non-judgmental and natural approach
  • Quality delivery
  • Quick to act

Help them Feel Special

We are in the relationship business and want to connect with our members on a deeper level and ensure that every interactions leaves our members feeling valued and truly cared for. 

We want you to take the time to listen, and validate their concerns and experience so they feel heard and understood.  It’s possible that nobody has ever done that for them so be sure to hold space for them and make them feel special and significant, as they deserve to.  Whilst you are in control of each session, they shouldn’t feel that they’re being ignored or disregarded.

Get to know each individual personality and discover their preferences/challenges.  Keep some notes so you remember what they’ve told you in the past and don’t have to ask again, this really helps our members feel valued and special.

Going the extra mile is part of our service.  That doesn’t mean staying back at the end of each session to talk or to impart all your knowledge, it means identifying where you can provide the most value.  That may be emailing them an article that will be helpful, or spending part of a session talking about their nutrition, or whatever will best serve them.  Sometimes, one tiny golden nugget that you’ve hand picked to be of use to a member can be the one thing that blows their mind and makes all the difference.

We provide a heap of value outside of training so it’s all of our jobs to make sure each member is maximizing these added extras and getting benefit far beyond their training sessions.  This holistic support outside of training sessions is what makes us stand out from the crowd.

Clear Communication

When dealing with any member interaction, be sure to communicate clearly and effectively.  Confusion or overwhelm are big reasons why people don’t return or choose not to continue,  and can also lead to misunderstanding or complaints.  Be sure to:

  • Confirm any logistics/arrangements by text or email
  • Make sure they know where to go with their questions and how to find more support
  • Take time to listen and check that you understand correctly
  • Answer any questions they may have or refer them to the office if you can’t
  • Write down what you discuss and give it to them in writing to help them remember
  • Set out programs or exercises in a clear, standard format
  • Check in with your members regularly and see how they’re going

Friendly, non-judgmental and natural approach

The reason you’re working with us is because you are already natural, friendly and non-judgmental.  You’re also genuine, honest and fun.  We don’t need our trainers to be perfect, we need you to bring professionalism and a sense of your own uniqueness.  Plus a big dose of enthusiasm, passion and inspiration. 

We work with real women who want more out of life.  Be a role model and an inspiration to them but don’t intimidate them, show your realness and relate to the journey they’re on.

Quality Delivery

It goes without saying that we want to deliver the very best and that’s why we have you on the team.  We strive to provide the best sessions, the best support and a customer experience that’s second to none.  And we’ll always endeavor to give you all the tools you need to deliver an outstanding experience.

If for any reason, you feel you can’t bring your best to any part of your role, let Pippa or Alice know straight away.  We’ll be more than happy to help with advice, training or anything else you need.

Quick to Act

Sometimes, despite our best intentions, things do and will go wrong.  We’re a small business and are usually spinning multiple plates so we’ll be the first to admit that sometimes things fall through the gap.  We hold our hands up when this happens or when we’ve let people down, but we also see mistakes and challenges as opportunities to impress our members.  Turning a bad situation around and coming up with a great resolution for the member can be the difference between losing them and turning them into our biggest supporters.

If you feel any part of the service has fallen short for a member or pick up on any bad feeling/ disgruntled behaviour, the best thing you can do is act quickly and flag it to Alice.  Let us know what the situation is and why the member may not be 100% happy.  We will then work with you or directly with the member to come up with a resolution.

 

Using Mindbody

Our studio uses Mindbody as our CRM and for session bookings and payments.

The main functions you’ll need Mindbody for are:

  • Checking Group Class attendance
  • Signing in Group Training members
  • Booking Personal Training Sessions with your clients
  • Marking Personal Training attendance and Checking Out sessions
  • Checking for member alerts
  • Finding member details

MINDBODY - GETTING STARTED

Download the Mindbody app

To start using the Mindbody Business app, download it on to your phone.  The business app looks like this:

Login to Mindbody

Your will need to login to Mindbody using the login details provided to you when you joined.  If you can’t find these or can’t login, please contact Alice at alice@thefitnesspartnership.com.au

Select the business name ‘The Fitness Partnership’ and login with your Username and Password.

Viewing Your Schedule

To see your schedule, click on ‘Schedule’ (bottom left icon on the app). You’ll be able to view any appoints assigned to you and see the Group Training Classes that are running in the studio. Scroll across on the top date selector to switch between days.

By tapping the button on the top left of the screen, you’ll be able to choose whether to see Your Schedule or ‘All Staff’.

MINDBODY - GROUP CLASSES

Checking Group Class Availability & Sign-Ups

To view who is booked on to a Group Class, go to schedule, click on the date of your class at the top, then click on the class to see who has registered. 

You’ll see the number registered and the capacity of the class.  Members can cancel up to 12 hours before a class so you may see a few cancellations that will appear in grey.

If nobody is booked in to a class you are due to run or all existing bookings have been cancelled, please contact the office.

Signing in Group Class Attendees

When members arrive for a session, please mark them as ‘attended’ by ticking the circle to the left of their name.

If anyone doesn’t turn up for the class after 15minutes, click the 3 dots next to their name (…) and select ‘Late Cancel’.

If anyone turns up who wasn’t booked on in advance, please check there is space in the class and then add them into the class using the + in the top right corner.  Please advise them to book in advance for any future classes to guarantee them a spot.

MINDBODY - PERSONAL TRAINING

Scheduling a Personal Training Appointment

  • To schedule a new Personal Training appointment, go to schedule and select the date of the appointment you want to book.
  • Click on the time you want and select ‘Book Appointment’.
  • Find the member using the search field.
  • Select the appointment type (this will usually be a 60min 1-1 or 2-1 PT session or an FMS screening).
  • Check that your name appears in the Staff field and then select the start and end time.
  • Click ‘Book on the top right hand corner.

IMPORTANT: When scheduling appointments for members, please ensure you enter these in chronological order.  As our members pay weekly, Mindbody will assign payment for a session to the package that is currently live.  So if you book sessions out of order, it may attach these to the wrong payment week or not allow you to check these out.

Marking Attendance for a Personal Training Appointment

  • When your member arrives for their Personal Training appointment, go to schedule and select their booked appointment.
  • Click the ‘Arrive’ and ‘Confirm’ buttons on the bottom.
  • Click the ‘Apply Payment’ button to deduct that session from the member’s package.
  • Click ‘Checkout’ to complete the session booking

Please note…

It is vital that we keep accurate attendance records, both for our members accounts but also for contact tracing purposes (this is a legal requirement) so if you have any issues with using the app or with a client account, please text or email me and let me know as soon as possible.

MINDBODY - MEMBER ALERTS

Before taking a session, check if anyone in your class or session has a staff alert next to their name.  Alerts appear as a red or yellow triangle next to a name.

This may be to notify you of a pre-existing condition, an injury or something else that may impact their training.

To view the alert, click on the members name and it will take you to their profile.  Details of the alert will appear at the top of their profile.

If a member alert appears to be out of date or you have new information to add, please go into the alert and make edits to the note then press save.  Or alternatively, you can inform the office who can amend this information centrally.

MINDBODY - MEMBER DETAILS

To look up a member and see their details, click on ‘Clients’ on the bottom tab and search for the member you’re looking for.

Under ‘Profile’ you will find their contact details, alerts, notes and emergency contact details.

Under ‘Account’ you will see how many remaining sessions they have left in their package.

Under ‘Schedule’ you will see their upcoming bookings.

MINDBODY - ISSUES & QUERIES

If Mindbody is ever offline (which happens from time to time due to maintenance), or you have any trouble inputting or viewing data, please contact Alice in the office (alice@thefitnesspartnership.com.au) who will help out with this.