Dr. Paul Baker, CEO of BEAT Personal Training, addressed the entire staff of the company and its franchisees at a Staff Meeting in the Reserved Dining Room at Makatewah Country Club on August 31, 2006. Paul outlined the history of BEAT, describing how he, Dr. Patrick Baker and Matt Wiedemer, co-owners of company, relied on drive, initiative, passion, and a “hands-on” approach to successfully launch the company.
But with dramatic growth comes new challenges. BEAT now consists of five locations including three corporate centers, two franchise centers, and at least two new centers are planned for 2007. Paul shared that the owners realized that the organization must “Rise to the Next Level” to effectively accommodate this future expansion. An ongoing Strategic Planning initiative was started to determine the changes necessary to meet the challenges of multiple locations and continued growth.
The first step in the process was to create a new, more defined organization. The new positions of Accounting/Purchasing, Human Resources, Recruiting and President of BEAT University were added to handle the more diverse requirements of the larger company. A new Policies and Procedures Manual along with written job descriptions were reviewed
Dr. Patrick Baker introduces new BEAT University protocols.
at the meeting to familiarize the staff with the added functions.
Dr. Patrick Baker, President of BEAT University, talked about the increased role BEAT University will play in the training of BEAT trainers including comprehensive modules on Anatomy and Physiology, Interpersonal Skills and Training Techniques; testing; and certifications.
Matt Wiedemer, Corporate Head Trainer, introduced rating levels for the trainers, new training and personnel policies, and an increased emphasis on client satisfaction.
Brad Gerdes, Marketing Director, reviewed the strong mass media advertising campaign that includes network news, talk shows, billboards, cinema ads and the internet. These programs have produced a steady flow of new clients for both BEAT corporate centers and franchise stores.
Dr. Paul Baker addresses the BEAT team.
Paul concluded the meeting by thanking everyone for their efforts to help people in their quest for optimum health through proper physical training and nutrition.
A Total Client Focus
Dr. Paul Baker greeted the BEAT team and welcomed them to the Second Staff Meeting held in the Legends Room at Makatewah Country Club on October 12, 2006. He introduced BEAT’s new corporate theme, A Total Client Focus, by reading an article from Time Magazine entitled The Business of Hospitality. Paul quoted from the piece by saying, “There will always be someone else who can do it or make it as well as you. It is how you make your customers feel while using your product that distinguishes you”.
Paul socializes with a few of the BEAT trainers.
Paul’s message to each person in the room was that everything they do should be aimed at enhancing the “feeling” a client gets while training at BEAT. This total client experience should include being greeted with a warm smile as soon as a client enters the center; a personalized workout with focused attention from an enthusiastic trainer; utilizing state-of-the-art equipment and training techniques to achieve a client’s goals; nutritional guidance; diagnostic lab testing; and ongoing feedback and support. He affirmed that client retention will be the barometer of BEAT’s success.
Each trainer will begin keeping a Client Log that tracks the sessions clients complete, their progress, their overall satisfaction rating and anything that can be done to enhance their sessions at BEAT. Dr. Paul Baker and Dr. Patrick Baker will regularly meet with clients to discuss how BEAT can improve the training they receive. Matt Wiedemer will convene with the Head Trainers and Trainers weekly to review the Client Logs to determine how BEAT’s resources can be focused to enrich each client’s training.
Linda Lee and Garry Francis, BEAT’s Call Center Specialists, collaborate with Lisa Hillman, BEAT’s accountant, to improve computer scheduling and reporting after the meeting had adjourned.
Paul, Pat, Matt and Brad introduced a number of new programs designed to further enhance a clients training experience at BEAT including:
– A plan to relocate the Red Bank and Fairfield centers to new, beautiful facilities in the nearby area.
– A “Bring-In-Friend” referral program launched to encourage the enthusiasm, spirit and better results that working out with a friend brings.
– A Client Survey to obtain feedback on areas that can be further improved.
– Adding interpersonal skills modules to the BEAT University curriculum to help trainers develop closer rapport with clients.
– Adding diagnostic lab testing services to every BEAT training package to help provide more accurate nutritional guidance for clients.
Paul concluded the meeting by thanking everyone for coming and promising a bright future for BEAT clients, managers, trainers, administrative staff and franchisees.
Paul and Pat congratulate Matt Naegel, Head Trainer of the new Voice of America franchise store, on a successful grand opening.
Paul, Pat and Matt greet our newest franchisees, Steven Bartley and Todd Buxton from Columbus, who will be opening the first two BEAT centers outside of the Greater Cincinnati area.
The owners work with Steve and Todd to execute the agreements for the new Columbus franchises.
