I'm paying "you"....my beef with some CF box owners

     I have worked out with CF coaches that tell you to do burpees if you are late to class or forget someone's name in the group.  You've got to be fucking kidding me.....

     I've owned a business for over 20 years now.  We do physical therapy.  It's a service business.  Patients come to us, we help them get better.  It's kind of the same way in crossfit boxes.  People come to you, they are helped to get "better".

     Service is service.  And in the service business, many times there is a mantra that the customer is always right.  Unless you are the only game in town, you better err on the side of ass kissing with your members rather than drill instruction.

     Many coaches take a funny approach of letting you pay the box so they can treat you like you are lucky to be there.  You can always tell the coaches who approach things like a job vs a passion.  Is your coach a different coach at 5:30 am than she is at noon or 4:30 pm?  Does your coach push you to have the same goals as he does?  Does your coach ever get "exasperated" because you still don't understand an exercise or a movement?

     I have vacationed to several different CF gyms over the years and here's an amazing example of customer service:

     Years ago, I was in San Diego and stopped into CF 619.  I explained to Chris Keith, the owner, I was in town for 4-5 days.  I asked to buy a shirt and what would it cost to come in for open gym and classes.  Nothing.  He sold me a shirt and refused to let me pay anything more.  It gets better.

     At the time my comp program called for Isabel.  I hadn't done Isabel ever.  I was there during a non class time to train.  He proceeded to take me through a very comprehensive warm up for Isabel using the burgener warm up, indian clubs, and some mobility work.  Then he helped me figure out a rep scheme and coached me through it.  But wait, there's more....

     As I was getting ready to leave, he gave me the key code for the gym in case I wanted to come in over the weekend when I had the chance since he knew I was seeing the sights with the family.  Now granted, he knew I had my level 1 and had spent the last hour with me, so maybe he screened me and felt ok.  But I was blown away....

     He had awards all over his walls about being voted the best trainer in San Diego, etc...and it ALL started with his approach to customer service.  Over the years I have referred everyone I knew going to SD to him.  The week after I left I mailed him a box of new speed ropes.  I became a fan for life.  Please don't assume that this is a "policy" at CF619, it might be, but is just what I experienced years ago.

     I say all this to say to most box owners, "Last I checked, I'm paying 'you'...." so if I get stuck in the bathroom from too much mexican the night before and stroll in 5 minutes late, don't tell me to do 50 burpees....  This is a service business and as such, your job is to work hard to be the same gal at 530 am as you are at 530 pm, make my experience the best you can, adjust my programming to 'my' goals, etc....

     I'm paying you!  :)

Doing business with friends and family

   

     I have lived long enough to see things not always go as planned.  It's caused me to have a rule I try to follow about doing business with friends and family.  Rule 1: If I'm good friends or family with someone, I don't like to do business with them.

     If I'm just acquainted with them or don't spend much actual time with them, then I don't mind.

     Over the years I have broken this rule here and there and when I do, I follow a 2nd rule.  Rule 2: If you decide to do business with good friends or family, you have to promise not to complain or get upset.

     I generally tend to regard things like this:  I value my family and friendships TOO MUCH to put them at risk by doing business with them.

     No one is perfect.  Everyone makes mistakes.  And on top of that, some issues are unavoidable and then the person whose watch it happens on is responsible.

     I've owned a physical therapy practice for over 20 years.  I like to think we're pretty good.  I could run down the list why....but that's another blog post :)  My point is that if a friend  needs help, I expect them to come to me and I'll hook them up at my clinic.  BUT, if they were to tell me they felt more comfortable going somewhere else, I would totally get it.  What happens if things don't go as planned in the rehab?  What happens if an issue arises?

     I'd much rather have a friendship than a patient/client.