CHARLESTON REGIONAL BUSINESS JOURNAL 04/22/2002

Digital video, editing software customizes staff training

By Molly Hulett, Contributing Writer

At Faster Fitness (formerly Faster Fitness) in Mount Pleasant, certified trainers assist body-conscious clients with the strengthening exercises and cardiovascular punch inherent to most workouts. While it looks like typical fitness studio fare, high-tech changes to the employee training process assure that clients receive consistently excellent service and results.

Earlier this year, Faster Fitness area program director Chris McNeil implemented an online employee training and testing system comprised of digital videos, text and multiple-choice exams. The system gives his trainers the same foundation in client service, information management and sales. Think of it as “bench-pressing 101.” Trainers log on to Faster Fitness’ web site—anytime, anywhere—to work through 30 hours of basic instruction, combined with hands-on, interactive lessons with managers.

With two fitness studio locations and a third on the way, McNeil says the system has streamlined the formerly management-intensive training process. “We’ve cut the management time needed to train an employee by 75 percent while improving the quality and consistency of program delivery. When we surveyed customers, we found that a big reason for dissatisfaction was inconsistency among trainers. Now we have a methodical system that helps guarantee results because everybody does things the same way.”

When McNeil began to explore online training, he could not find systems for the fitness industry. As a result, he invested several months in creating his own cost-effective training program with the assistance of a digital video producer. He continues to develop and add modules to keep trainers up-to-date.

“The dropping prices of digital video and editing software made this the perfect solution,” he says. “The investment is worth it. It can save hundreds of hours a year in employee training.”

To date, more than a dozen Faster Fitness employees have participated in the online program. McNeil says this unique training method has become a recruiting tool. “When we did our most recent phase of hiring, we had people with really solid credentials who had never seen anything like this. I think they were attracted to us because of how well orchestrated the system is. They didn’t have to figure out their own way of doing things.”

As with many small business strategies, customer satisfaction is the ultimate goal. “The system helps with client retention and referrals,” McNeil says. “Clients know that no matter what trainer they get, they are going to get the same high quality level of service.”