GET HCM
magazine
Sign up for the FREE digital edition of HCM magazine and also get the HCM ezine and breaking news email alerts.
Not right now, thanksclose this window
Les Mills
Les Mills
Les Mills
Health Club Management

Health Club Management

Follow Health Club Management on Twitter Like Health Club Management on Facebook Join the discussion with Health Club Management on LinkedIn Follow Health Club Management on Instagram
UNITING THE WORLD OF FITNESS
Get the latest news, jobs and features in your inbox
Health Club Management

Health Club Management

features

COVID-19: Surviving a COVID-19 scare

Your worst nightmare happens – a member with COVID-19 attends three group exercise classes in a period of 18 hours. Sarah Shortt explains how one operator dealt with this crisis while staying open throughout and avoiding community transmission

Published in Health Club Management 2020 issue 9
With the COVID-19 interventions already in place, the gym was allowed to stay open
With the COVID-19 interventions already in place, the gym was allowed to stay open
Many of us had worked in the business when the Christchurch earthquake occurred, so we know what the world looks like when things really go pear-shaped

Learning someone with COVID-19 has been in your gym is every manager’s worst nightmare, however, for the team at the Les Mills-owned Takapuna gym, in Auckland, New Zealand, this was something they’d anticipated.

On learning an infected member had attended three group fitness classes in 18 hours, they had an action plan ready to deploy.

Due to the effectiveness of their preparation and actions, no further cases were discovered – despite 86 members coming into contact with the infected member – and the club was able to remain open for business. So how did their four-part plan enable them to contain the virus and deal with the resultant media attention?

1. Plan ahead
“We took the pandemic seriously early on – talking about it back in January, which meant we were getting organised in February,” says Dione Forbes-Ryrie, MD of Les Mills New Zealand’s chain of 12 gyms.

“We started planning so early on that Exercise New Zealand, our bank, and even our auditor thought we were being over the top!

“But many of us had worked in the business when the Christchurch earthquake occurred – that had seen 24 per cent of our assets in lockdown for 12 months back in 2011 – so we know what the world looks like when things really go pear-shaped.

“When COVID-19 came onto our radar, our immediate thought was, have we got another Christchurch coming at us? We established a critical incident team so we were ready if and when lockdown hit.”

Ironically, Les Mills NZ was already planning to run a practice drill of a COVID-19 case in another of its clubs the week the real-life case was discovered in Takapuna. That meant plans were already in place and draft communications had been prepared for a variety of scenarios.

“This case was clear cut, but it could have gone either way if we hadn’t had processes in place,” says Guy Needham, head of marketing and sales. “Especially when you consider the person visited the club three times in 18 hours.”

2. Communicate
Maintaining timely communication with club members and staff was critical to ensuring everyone felt informed and cared for, as well as avoiding the spread of misinformation.

“Many members have commented on how much they appreciated the strong communications,” explains Forbes-Ryrie. “We were open and transparent, explaining what had happened and when people would be contacted by the Ministry of Health if the case affected them. We also ensured they heard the news from us first, rather than from the media.”

“We were also mindful to engage with our internal team,” says Needham. “We’ve got more contractors on our team, such as group fitness instructors, than we have employees, so it was important they were also kept up to speed with what was happening, because they’re often the people our members are talking to.

“If a member approaches one of our instructors on social media, we want that instructor to have one central source of truth they can refer the member to.”

3. Reassure members
Some members are naturally cautious about returning to exercise facilities after a case has been identified, but when members saw how seriously Les Mills Takapuna was taking the threat, attendances bounced back.

“Attendance declined to 58 percent after the incident,” says Forbes-Ryrie, “but it’s now back to 90 per cent as a result of us communicating the protocols we’ve got in place – as well as the fact we’ve been able to share the news that there have been no instances of club transmission.”

This dip is similar to that experienced after lockdown, when attendance dropped to around 60 per cent, but was back up to 95 per cent after three weeks.

“Confidence has been restored quickly – not only in our existing membership, but also in new prospects. Even with the case happening at Takapuna, the sales team achieved over 70 per cent of its monthly pre-COVID target,” she says.

4. Manage the media
The case generated a significant amount of attention from the press. So how did the business respond?

“We prioritised our members and internal teams,” says Forbes-Ryrie.

“Engaging with the media wasn’t the number one thing on our list, but we knew we needed to get our media communications right.

“We had a lot of requests for interviews but felt the best way forward was to provide comprehensive answers to their questions, so we did this with a media statement. We also set up a FAQs page on our website at www.lesmills.co.nz/covid-19, that answered a lot of the questions media outlets were asking, such as what we were doing around cleaning, and who might be at risk of contracting the virus. Again, it came back to being transparent.”

Forbes-Ryrie says the reaction from members has been incredibly positive. “We’ve had a lot of people commenting on how well cared for they feel – a letter was published in the New Zealand Herald the other day, praising how well we’ve handled the situation.”

Key facts
COVID-19 case management @Les Mills

• Eighty-six people were recognised as having been in close contact with the infected member who attended group exercise classes at Les Mills Takapuna.

• They immediately went into self-isolation and of these 86 people, all returned a negative result when tested for the virus.

• Due to the club having already conducted extensive deep cleans, the local authority advised it was able to remain open.

• Despite this, the company also conducted an additional full deep clean of the club, followed by an antiviral fogging treatment.

Key takeaways

• Keep ahead of the situation, be ready to act. Be proactive, not reactive

• Run simulations, stress test your systems, practice drills, identify gaps and fill them – make sure you’re ready to handle an incident if it happens

• Have a communication plan ready to go for each stakeholder group – members, in-house staff, freelancers, local authority and health inspectors – and keep these updated

• Organise regular inspections, keep in touch with local health authorities, so they know your baselines for COVID-19 control

• Establish a central ‘source of truth’ to avoid the spread of misinformation

• If the worst happens, focus your energies on looking after your members, your staff and the health authorities, while managing the media effectively by issuing clear statements and using a web-based FAQ

• Ensure your contact-tracing systems are working effectively and audit these regularly

• Track the recovery of member numbers and lovebomb members to reassure them and get them back to the gym

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Dione Forbes-Ryrie, MD of Les Mills NZ’s chain of 12 gyms and Guy Needham, head of marketing
Dione Forbes-Ryrie, MD of Les Mills NZ’s chain of 12 gyms and Guy Needham, head of marketing
Even with the COVID-19 case, the team achieved 70 per cent of its pre-COVID-19 target
Even with the COVID-19 case, the team achieved 70 per cent of its pre-COVID-19 target
https://www.leisureopportunities.co.uk/images/2020/515929_622650.jpg
What would you do if you found out a member with COVID-19 had attended your gym? One club tells its story
Les Mills Takapuna, covid-19, Dione Forbes-Ryrie, Guy Needham, New Zealand,COVID-19, emergency plan
HCM magazine
Nu Physio and Fitness has placed Egym at the heart of its protection and prevention model
HCM magazine
We’ve stepped off the path this month to bring you a special 2020 review edition of HCM and to propose emerging priorities going forward, as we gird our loins to tackle 2021
HCM magazine
This was a year when research helped transformed the gym sector into a serious political force. Two pieces of work stand out in terms of timely impact
HCM Magazine
Sponsored
Technogym introduced live and on-demand functionality to Mywellness in July. Here we find out more about operators who have adopted this solution
HCM Magazine
Profile
The chair of énergie and vice chair of BMF talks to Kate Cracknell about creating an omnichannel approach that brings together indoor, outdoor, online and VR
HCM Magazine
Research
Regular sessions of new-generation yoga can help tackle the lockdown blues, increase sleep quality and boost mental health
HCM Magazine
Research
New research from the Karolinska Institutet in Sweden, has established why people who exercise when suffering from cancer generally have better outcomes
HCM Magazine
HCM People
I’ve been in the industry for a decade and it’s the first time I’ve seen it truly unified from the top to the bottom
HCM Magazine
Sponsored
Venueserve Fitness enables clubs to offer white-label content streaming to optimise capacity and member engagement
HCM Magazine
Editor's letter
The science shows being fit mitigates against COVID-19. We’ve proven we can operate safely under the SAGE COVID-secure Framework. Time to join it up by securing essential service status
HCM Magazine
Latest News
HCM editor, Liz Terry, has launched a Parliamentary Petition calling for gyms to be in ...
Latest News
Resistance training is just as beneficial for men and women over the age of 50, ...
Latest News
Fitness, sport and leisure sector professionals who have continued to deliver services to their communities ...
Latest News
A national survey has launched to chart the mental health of the fitness and physical ...
Latest News
One of England's highest ranking police officers has called on government ministers to clearly define ...
Latest News
Virtuagym, a leading provider of fitness technology for gyms and trainers, has announced the launch ...
Latest News
Fitness First has launched a new free digital fitness hub, offering users a wide range ...
Latest News
The Gym Group has brought in Rio Ferdinand and Wais Shaifta as non-executive directors, signalling ...
FREE WEBINAR
promotion
This free webinar on 26 January will see our panellists reflect on the changes to work in 2020, and their priorities for 2021.
Opinion: 2021 is the year to prioritise global culture
Featured supplier news
Featured supplier: Red Light Rising teams up with ITRM Clinic to supply red light therapy for injured athletes
Red light therapy equipment supplier, Red Light Rising, has partnered with Aidan Robinson of ITRM Clinic in the UK
Featured supplier news
Featured supplier: What does a socially distanced leisure centre and health club look like?
The world has had to get used to social distancing in 2020 and any business operating in the leisure and hospitality sectors has had to face this challenge more than most.
Company profiles
Company profile: Myzone Group Ltd
At Myzone we reward Effort to solve the pervasive problem of ‘diminishing motivation within exercisers’ ...
Company profiles
Company profile: Xn Leisure Systems Ltd
Xn Leisure is a provider of cutting-edge health and fitness software, offering exceptional service to ...
Supplier Showcases
Supplier showcase - Bouncing back
Supplier Showcases
Supplier showcase - Egym: Game changer
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Precor: Fitness equipment
Management software
fibodo Limited: Management software
Wearable technology solutions
MyZone: Wearable technology solutions
Skincare
Sothys: Skincare
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Trade associations
International SPA Association - iSPA: Trade associations
Member feedback software
AskNicely: Member feedback software
Software
Volution.fit: Software
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Property & Tenders
11 - 25 Union St, London SE1 1SD
Bankside Open Spaces Trust
Property & Tenders
Waltham Abbey, Essex
Lee Valley Regional Park Authority
Property & Tenders
Diary dates
02-04 Feb 2021
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates
21-24 Sep 2021
Messe Stuttgart, Germany
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates

features

COVID-19: Surviving a COVID-19 scare

Your worst nightmare happens – a member with COVID-19 attends three group exercise classes in a period of 18 hours. Sarah Shortt explains how one operator dealt with this crisis while staying open throughout and avoiding community transmission

Published in Health Club Management 2020 issue 9
With the COVID-19 interventions already in place, the gym was allowed to stay open
With the COVID-19 interventions already in place, the gym was allowed to stay open
Many of us had worked in the business when the Christchurch earthquake occurred, so we know what the world looks like when things really go pear-shaped

Learning someone with COVID-19 has been in your gym is every manager’s worst nightmare, however, for the team at the Les Mills-owned Takapuna gym, in Auckland, New Zealand, this was something they’d anticipated.

On learning an infected member had attended three group fitness classes in 18 hours, they had an action plan ready to deploy.

Due to the effectiveness of their preparation and actions, no further cases were discovered – despite 86 members coming into contact with the infected member – and the club was able to remain open for business. So how did their four-part plan enable them to contain the virus and deal with the resultant media attention?

1. Plan ahead
“We took the pandemic seriously early on – talking about it back in January, which meant we were getting organised in February,” says Dione Forbes-Ryrie, MD of Les Mills New Zealand’s chain of 12 gyms.

“We started planning so early on that Exercise New Zealand, our bank, and even our auditor thought we were being over the top!

“But many of us had worked in the business when the Christchurch earthquake occurred – that had seen 24 per cent of our assets in lockdown for 12 months back in 2011 – so we know what the world looks like when things really go pear-shaped.

“When COVID-19 came onto our radar, our immediate thought was, have we got another Christchurch coming at us? We established a critical incident team so we were ready if and when lockdown hit.”

Ironically, Les Mills NZ was already planning to run a practice drill of a COVID-19 case in another of its clubs the week the real-life case was discovered in Takapuna. That meant plans were already in place and draft communications had been prepared for a variety of scenarios.

“This case was clear cut, but it could have gone either way if we hadn’t had processes in place,” says Guy Needham, head of marketing and sales. “Especially when you consider the person visited the club three times in 18 hours.”

2. Communicate
Maintaining timely communication with club members and staff was critical to ensuring everyone felt informed and cared for, as well as avoiding the spread of misinformation.

“Many members have commented on how much they appreciated the strong communications,” explains Forbes-Ryrie. “We were open and transparent, explaining what had happened and when people would be contacted by the Ministry of Health if the case affected them. We also ensured they heard the news from us first, rather than from the media.”

“We were also mindful to engage with our internal team,” says Needham. “We’ve got more contractors on our team, such as group fitness instructors, than we have employees, so it was important they were also kept up to speed with what was happening, because they’re often the people our members are talking to.

“If a member approaches one of our instructors on social media, we want that instructor to have one central source of truth they can refer the member to.”

3. Reassure members
Some members are naturally cautious about returning to exercise facilities after a case has been identified, but when members saw how seriously Les Mills Takapuna was taking the threat, attendances bounced back.

“Attendance declined to 58 percent after the incident,” says Forbes-Ryrie, “but it’s now back to 90 per cent as a result of us communicating the protocols we’ve got in place – as well as the fact we’ve been able to share the news that there have been no instances of club transmission.”

This dip is similar to that experienced after lockdown, when attendance dropped to around 60 per cent, but was back up to 95 per cent after three weeks.

“Confidence has been restored quickly – not only in our existing membership, but also in new prospects. Even with the case happening at Takapuna, the sales team achieved over 70 per cent of its monthly pre-COVID target,” she says.

4. Manage the media
The case generated a significant amount of attention from the press. So how did the business respond?

“We prioritised our members and internal teams,” says Forbes-Ryrie.

“Engaging with the media wasn’t the number one thing on our list, but we knew we needed to get our media communications right.

“We had a lot of requests for interviews but felt the best way forward was to provide comprehensive answers to their questions, so we did this with a media statement. We also set up a FAQs page on our website at www.lesmills.co.nz/covid-19, that answered a lot of the questions media outlets were asking, such as what we were doing around cleaning, and who might be at risk of contracting the virus. Again, it came back to being transparent.”

Forbes-Ryrie says the reaction from members has been incredibly positive. “We’ve had a lot of people commenting on how well cared for they feel – a letter was published in the New Zealand Herald the other day, praising how well we’ve handled the situation.”

Key facts
COVID-19 case management @Les Mills

• Eighty-six people were recognised as having been in close contact with the infected member who attended group exercise classes at Les Mills Takapuna.

• They immediately went into self-isolation and of these 86 people, all returned a negative result when tested for the virus.

• Due to the club having already conducted extensive deep cleans, the local authority advised it was able to remain open.

• Despite this, the company also conducted an additional full deep clean of the club, followed by an antiviral fogging treatment.

Key takeaways

• Keep ahead of the situation, be ready to act. Be proactive, not reactive

• Run simulations, stress test your systems, practice drills, identify gaps and fill them – make sure you’re ready to handle an incident if it happens

• Have a communication plan ready to go for each stakeholder group – members, in-house staff, freelancers, local authority and health inspectors – and keep these updated

• Organise regular inspections, keep in touch with local health authorities, so they know your baselines for COVID-19 control

• Establish a central ‘source of truth’ to avoid the spread of misinformation

• If the worst happens, focus your energies on looking after your members, your staff and the health authorities, while managing the media effectively by issuing clear statements and using a web-based FAQ

• Ensure your contact-tracing systems are working effectively and audit these regularly

• Track the recovery of member numbers and lovebomb members to reassure them and get them back to the gym

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
Dione Forbes-Ryrie, MD of Les Mills NZ’s chain of 12 gyms and Guy Needham, head of marketing
Dione Forbes-Ryrie, MD of Les Mills NZ’s chain of 12 gyms and Guy Needham, head of marketing
Even with the COVID-19 case, the team achieved 70 per cent of its pre-COVID-19 target
Even with the COVID-19 case, the team achieved 70 per cent of its pre-COVID-19 target
https://www.leisureopportunities.co.uk/images/2020/515929_622650.jpg
What would you do if you found out a member with COVID-19 had attended your gym? One club tells its story
Les Mills Takapuna, covid-19, Dione Forbes-Ryrie, Guy Needham, New Zealand,COVID-19, emergency plan
Latest News
HCM editor, Liz Terry, has launched a Parliamentary Petition calling for gyms to be in ...
Latest News
Resistance training is just as beneficial for men and women over the age of 50, ...
Latest News
Fitness, sport and leisure sector professionals who have continued to deliver services to their communities ...
Latest News
A national survey has launched to chart the mental health of the fitness and physical ...
Latest News
One of England's highest ranking police officers has called on government ministers to clearly define ...
Latest News
Virtuagym, a leading provider of fitness technology for gyms and trainers, has announced the launch ...
Latest News
Fitness First has launched a new free digital fitness hub, offering users a wide range ...
Latest News
The Gym Group has brought in Rio Ferdinand and Wais Shaifta as non-executive directors, signalling ...
Latest News
As the global vaccine rollout brings reopening closer and heralds the end of lockdowns, jostling ...
Latest News
Less than half (44.9 per cent) of children and young people in England met the ...
Latest News
An England-wide survey of over 5,000 adults found that 80 per cent of people aged ...
FREE WEBINAR
promotion
This free webinar on 26 January will see our panellists reflect on the changes to work in 2020, and their priorities for 2021.
Opinion: 2021 is the year to prioritise global culture
Featured supplier news
Featured supplier: Red Light Rising teams up with ITRM Clinic to supply red light therapy for injured athletes
Red light therapy equipment supplier, Red Light Rising, has partnered with Aidan Robinson of ITRM Clinic in the UK
Featured supplier news
Featured supplier: What does a socially distanced leisure centre and health club look like?
The world has had to get used to social distancing in 2020 and any business operating in the leisure and hospitality sectors has had to face this challenge more than most.
Company profiles
Company profile: Myzone Group Ltd
At Myzone we reward Effort to solve the pervasive problem of ‘diminishing motivation within exercisers’ ...
Company profiles
Company profile: Xn Leisure Systems Ltd
Xn Leisure is a provider of cutting-edge health and fitness software, offering exceptional service to ...
Supplier Showcases
Supplier showcase - Bouncing back
Supplier Showcases
Supplier showcase - Egym: Game changer
Catalogue Gallery
Click on a catalogue to view it online
Directory
Fitness equipment
Precor: Fitness equipment
Management software
fibodo Limited: Management software
Wearable technology solutions
MyZone: Wearable technology solutions
Skincare
Sothys: Skincare
Flooring
Total Vibration Solutions / TVS Sports Surfaces: Flooring
Trade associations
International SPA Association - iSPA: Trade associations
Member feedback software
AskNicely: Member feedback software
Software
Volution.fit: Software
Exercise equipment
EXF Fitness Equipment: Exercise equipment
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Property & Tenders
11 - 25 Union St, London SE1 1SD
Bankside Open Spaces Trust
Property & Tenders
Waltham Abbey, Essex
Lee Valley Regional Park Authority
Property & Tenders
Diary dates
02-04 Feb 2021
Ericsson Exhibition Hall, Ricoh Arena, Coventry, United Kingdom
Diary dates
23-26 Feb 2021
IFEMA, Madrid, Spain
Diary dates
03-04 Mar 2021
NEC, Birmingham, United Kingdom
Diary dates
03-06 Jun 2021
Expo Centre & Riviera di Rimini, Italy
Diary dates
16-17 Jun 2021
ExCeL London, London, United Kingdom
Diary dates
21-24 Sep 2021
Messe Stuttgart, Germany
Diary dates
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates
Search news, features & products:
Find a supplier:
Les Mills
Les Mills