It’s a Bird! It’s a Plane! It’s Super Secret Shopper!

Secret shoppers are a valuable tool for business owners who want an objective opinion on their staff’s service skills (Amy Scanlin writes all about how fitness centers can make the most of secret shoppers in FM’s February issue). But I’ve always had a more romantic view of these covert crusaders. I think of secret shopping as a kind of sweet, sweet justice.

The terrible customer service I’ve received in my lifetime has been impressive in its consistency. I’ve been treated like the invisible woman, a buzzing mosquito and a close-talker with a wasting disease. And, in those moments when I’m being ignored, tolerated or avoided, I daydream about being a secret shopper. What could be better than knowing that smug salesperson will get the shock of his life when my Super Secret Shopper Report ends up on his boss’ desk? Imagine the satisfaction of knowing my report would make him as uncomfortable as he made me when I asked if he could please ask the red-faced man on Treadmill 14 to honor his 20-minute time limit, or why the water fountain doesn’t work!

Being a secret shopper must be like being a superhero. You’re incognito, flying under the radar, doing good, busting the bad guys, making them pay. POW! ZAP! BING! I get all tingly just thinking about it.

If I were a secret shopper, I’d bring justice to all members who suffer bored front desk staffers, overbearing personal trainers and annoying managers who wear disinfectant spray bottles in a holster like they’re heading for a wild west showdown. My brief, yet brutal secret shopper reports would end the domineering step instructor’s reign! Knock the bull-horn-abusing lifeguard from his perch! Erase the night manager’s annoyed smirk when members gently point out the deadly mold flourishing in the showers!

Who knows? I might give this secret shopper thing a try. I wonder if I can wear a cape…

Germs, Germs are Everywhere!

I am a germ freak. I’m not obsessive (I swear!) but I do wash my hands frequently, and carry disinfectant in my purse. When I work out, I am very aware of where I am putting my hands, and make a point not to touch my face. You may think this is a bit much, but I rarely get sick. And, I am not alone in worrying about all of the germs that fester in fitness centers.

A February 6th article in The San Diego Union-Tribune (San Diego, Calif.) by R.J. Ignelzi highlighted the worst offenders when it comes to spreading germs. Included in the list of doctor’s offices, schools and public restrooms was fitness centers. Ignelzi included the following multiple-choice question:

“Not only is your body getting a workout at the gym, but so is your immune system. Which of the following is a germ heavyweight?

A. Free weights
B. The locker room floor
C. Exercise mats
D. Elliptical trainer
E. All of the above

Answer: E. With everyone sweating and touching the equipment and then their nose and mouth, there is the potential to host germs and bacteria. Because the environment is warm and moist, some viruses and bacteria can live on equipment and floors for weeks.”

Ignelzi’s advice to gym-goers is to be “extra self-conscious,” to wash their hands often, to not touch their mouth, nose or eyes, and to wear flip-flops in the shower and locker room. And, “if you see someone sneezing all over the treadmill you’re waiting to use, head for a piece of equipment on the other side of the room.”

You should be aware of all of the germs surrounding members at your facility, too. Fitness centers should keep daily, weekly and monthly cleaning schedules to keep your members safe, and to help you and your staff stay on task. More specific guidelines for keeping your facility clean and germ free can be found on FM’s website .

And, keep in mind that simply cleaning is different than disinfecting. To prevent the spread of germs, and worse, you need to clean the right way, and using the right products. For more information about how to disinfect your fitness center, read a recent article from FM, written by Guy Brown.

After all, one of the main goals of your fitness facility is to help your members lead healthy lives. What good is a strong body if they keep getting sick while working out?

How do you keep up with your facility's cleaning schedule? Do you have checklists or a program in place?

The FDA-Approved Over-the-Counter Diet Pill

That magical "thin" pill that everyone has been searching so long for has finally been approved, according to an article today titled, FDA Approves Alli™ (orlistat 60 Mg Capsules) Over-the-counter.

Who wouldn’t want an over-the-counter drug that reduces the amount of fat the body absorbs, and then “ferries” it out of the body? People are going to stampede the shelves when “Alli” hits drugstores this summer. And, you know who will be first in line? No, not me (well, maybe). No, it’s the people who have been discriminated against all these years for not being obese. The people — most of whom, albeit not all — have taken steps to live a healthier lifestyle by exercising and trying to eat right, and who still can’t lose those extra 5, 10 or 15 pounds that they so desperately want to ditch.

Do you know why they will be the first? Because, in the past, people needed a prescription to obtain FDA-approved diet pills. And, to get the prescription, you needed to be obese. People within the FDA-approved “weight (fat) range,” are discriminated against. You have to be really fat to qualify for the real, effective drug. I say this because obese people who want to lose weight aren’t going to opt for Alli (if they have health insurance). They can already get its higher-dose prescription version, Xenical, which is obviously more effective (it has higher doses of the drug).

Lest you think that all of those non-obese people who you’ve been trying to attract to your fitness facility are lost causes, don’t despair. First of all, Alli has “conditions” in order for it to work. Its labeling specifically states that, for the product to be effective, lifestyle changes have to be made, which means exercising and eating a low-fat diet.

Second, studies show that the product only works if you continue to take it (at a projected cost of $12 to $25 per week). This is where you come in. Save yourself the grief of trying to convince this population that a diet pill isn’t the way to go. Instead, team up with a local drugstore and offer an ongoing “membership special” with the purchase of each bottle of Alli. If you can’t beat (read, convince) ’em, join ’em!

And, this membership deal can give you greater access to a market that will be greatly interested in this new miracle diet pill: teenage girls! Of course, GlaxoSmithKline, the distributor of the drug, promises it won’t market the drug to “that group.” But, the FDA has also decided not to require Alli to be placed behind the pharmacist’s counter to ensure any measure of control.

Sounds like a great product for the non-obese, teen and fitness facility markets to me!

[Note: This is meant to be humorous, not serious. For sound nutrition advice, go to the Library of Articles on our website and click on the nutrition topic.

Freedom of Religion

What's that I hear? Oh. It's another industry expert blathering on about how retention is so important, how keeping members instead of chasing after new ones is the key to success.

Please.

Does anyone really believe that? And if they don't, can you blame them?

I blame mixed messages. One minute retention is the be-all and end-all, and the next we hear tales about the 86% of people we're failing to attract. Which is it? Are we supposed to be satisfied with who we've got and work to keep them happy, or keep grabbing for that brass ring (which, I hear, is actually 86% gold)?

Maybe there is no right answer. Maybe this issue is kind of like religion. And, being that this is America, clubs are blessed with freedom of religion.

So, what do you believe? Are you a member of the Church of Retention? Or do you worship the Lord of the 86%?

Maybe the bigger question is: If we all end up in the same place ... does it matter?