On a trip to Paris I had the opportunity to experience the surreal feeling of visiting the happiest place on Earth, Disneyland, Euro Disney. An endless smile filled my face for eight hours as I took in the thrills of Space Mountain, the joys of It’s a Small World and the awe inspiring show put on by the Team. This was my ‘Disney Experience’. Over time I have had the opportunity to reflect on what stood out as the number one experience that made my visit worth while, not the rides, not the food, the Customer Service Team and their willingness to create a day I would never forget…….

Fitness Centre reception is the doorway to escapism, the walking down the hallway should reflect the walk down Disneyland’s Main Street filling members with enthusiasm, motivation and the anticipation of something special. From there the Gym becomes there theme park.

A review of the basic principles adhered to by the ‘Disney Team’ reveals that any company can create the same experience. We sell and represent the greatest product ever, health, fitness and an improved way of life.

By following these simple principles you can create your own ‘Disney Experience’ day in, day out.

1. Speech: When communicating with members be effervescent, make the member believe you want to be there. If you are not a morning person and you have to open the Gym, improvise, pretend, I guarantee it is a struggle for most members at 6:00am. They look to you as the first sign of inspiration, make them feel as though it was worth waking up. Speak clearly and concisely with knowledge.
2. Attire: You may not like the color of your uniform or the way it fits but wear it with pride and never disrespect what the uniform stands for. You are a symbol of health, fitness and a positive attitude, what you do out of the uniform away from work is a reflection of you as a person, not a reflection of the company. Wear your complete uniform at all times when on duty, use it as a switch to get you into work mode and ready to create a lasting experience for every member.
3. Body Image: Maintain good posture, sitting/standing erect but not stiff, hands visible and open. Avoid closed gestures such as crossing your arms across your chest. Smile. Maintain eye contact, particularly while the customer is speaking. This says you care about what the customer is saying. To avoid staring, look away occasionally to take notes or to look at materials the customer has brought. Focus your attention on the customer. Avoid fidgeting or letting your eyes wander while the customer is speaking. These actions will draw the customer's attention away from the conversation and suggest you would rather be somewhere else. Don’t be caught leaning or slouching and then prop your self up as the door swings open.
4. Positive energy: Your attitude, your positive energy will rub off not only on the members you are serving but the team around you. Come to work because you want to, be ready to work and create the most enjoyable environment for yourself, your colleagues and the members. We can’t all work at Disneyland but we can all bring a little Disney magic to work.
5. Include the Member: Many members want to feel as though they belong to a Club. To create that Club atmosphere include a member in the fun you are exuding behind the desk, use their name, before your farewell ask them if they now about a certain event that is happening and if they would like to book in, the cross sell done with a smile and the right attitude sounds less like a sales pitch and more like an invitation to join in.
6. Be informed: The Fitness Reception desk is the hub of activity, the ability to multi skill, and work under pressure, manage phone calls with members in front of you, know what is going on around the Club, take bookings and make members feel welcome. It takes a special person to be able to manage all this effectively. Take the time to involve yourself in the Club, be able to inform members passionately and informatively.
7. Have Fun: If the members see you having fun and enjoying yourself it will undoubtedly rub off on them. It is human nature to mimic the type of behaviour before you, be happy, be inspiring, be motivating; members will reciprocate and make your day more enjoyable.

Managers and supervisors can help set the scene by being leaders in their field. Its one thing to be bestowed the title of manager or supervisor it’s another thing to outwardly display the behaviour required. Lead by example, be a role model for your team. Create an environment that encourages your team to perform, empower your team, and encourage them to get involved. Team members will be more likely to take ownership of a set of rules or procedures they had a hand in developing. As a team develop a set of a behavioural standards that are adhered to at all times. Take the time to continually train your staff, earn their respect; don’t presume to just have it. Reward excellence, encourage improvement and open yourself up to your staff. Encourage feedback and be a strong enough manager to accept scrutiny from those that have the best outlook on your performance, your team

Creating the ‘Disney Experience’ is everyone’s responsibility, and should be every team member’s goal. The resultant effect will have a flow on effect throughout your entire Club, increase membership, improve retention, increase participation in events and create a Club rather than a just a Fitness Centre.

Peter Connolly
Alliance Partner Manager, Melbourne

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