Operating in the Gray
We all talk about the importance of “hiring the right people.” I am 100% convinced that you cannot drive your business based on policy and procedures. While those seem important, most circumstances with members require guidelines and an ability to operate in the gray. Strict policies may be in place to create a sense of order and to safeguard the operators against unruly members. However, not all member circumstances fall into the black or white realm. Most require a fair amount of judgment and common sense. The rule of thumb I espouse is simply… “How would you want to be treated if it were you in the same situation?” The answer to that question is usually the exact answer the organization would wish you or your team to deliver. You may have hired the “right” person on paper but come to find they lack the color spectrum creativity needed to avoid black and white attrition. Let me tell you a short story about my recent trip to Mexico in which the lack of gray insight left my wife and I a little blue. Excuse the bad pun!
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Have you ever wondered about the characteristics that make a person uniquely human? The kindness, empathy, intelligence, and contradictions that make them tick? And how we can all be so similar, yet so different? Does it mystify you sometimes?
Most people find weddings to be exciting events filled with too much booze, food and out-of-control extended family. When I hear the word “wedding,” I on the other hand, picture tight dresses, high heels, suits and ties, and far too much makeup. Everyone looks their best, because let’s face it — weddings are our opportunity to play dress up once again.
Club Insider (C.I.) - Bill, when did you become involved in the club industry? When did you become involved with IHRSA?
Bill McBride (BM) - It was in Fayetteville, North Carolina in 1984 when I was back home from college for the Summer. There was a spa fitness center that had two clubs in town, one where the men went Tuesday, Thursday and Saturday at one location, and then they went Monday, Wednesday and Friday to the other. They each had one locker room and rotated days. My first year as an IHRSA Member was in 1991. I was with Smith Club Management at that time (a Charles E. Smith Company).
Bill McBride is a health club industry veteran. He has worked in all aspects of sales, marketing, leadership, management, member experience and operations. He currently serves as the Co-Founder, President & CEO of Active Sports Clubs/Active Wellness. He also is the Founder, President & CEO of BMC3. He has served as the Chairman of the Board of Directors for IHRSA and MACMA (Mid-Atlantic Club Management Association), been a Board Member on ACE’s Industry Advisory Panel, Club Business Pro’s Advisory Panel, The Wellness Health Education Advisory Board and was a contributing faculty member of Club Success Magazine.
Bill is both an exemplary Industry leader, and a highly respected and charismatic organizational leader, to the team of people who have the privilege to work with him. He has a special gift in being highly passionate about his work and the industry, and is also genuinely committed to the personal and professional growth of his team...