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
The Retention Guru
The Retention Guru
The Retention Guru
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

News

"Engage with your members during closures," says Pure International Group's Colin Grant in IHRSA webinar

Perception is reality – it was important that members could see cleaners walking around the clubs actively cleaning on a regular basis
– Colin Grant

In an IHRSA webinar presented on 18 March, Colin Grant, CEO of Pure International Group, has shared what he has learned from managing closures and member concerns across his 30+ South Asia clubs in the wake of the COVID-19 pandemic.

Pure International Group has clubs in Hong Kong, Singapore, Shanghai and Beijing, comprising both yoga studios and big box gyms.

During the webinar, which was free to both IHRSA members and non-members, Grant detailed the journey the group has been on since the coronavirus epidemic began in December 2019.

With its clubs in Shanghai and Beijing forced to close by the Chinese government, and unprecedented rates of membership termination and suspension across all other South Asian clubs, Grant said it has been a very emotional time.

He advised the leadership teams of gyms in other parts of the world now dealing with these issues to "take the emotion out and act calmly, and that will cascade through the organisation, both internally and externally."

"At the end of the day, it's our job to ensure we provide a safe and healthy environment for our employees, our staff and our colleagues, as much as all our members".

Practical measures that Grant recommended for those clubs still open centred around making members feel safe.

Early on, he said, "we made the decision to start ramping up our hygiene at a club level. We started increasing the presence of cleaners, and increased the number of hand sanitisation stations around the club. Perception is reality – it was important that members could see cleaners walking around the clubs actively cleaning on a regular basis".

"At the same time, we started communicating these measures to members, via social media and notices in the club."

As the virus tightened its grip on China, the Shanghai and Beijing clubs were mandated to close. In the locations that stayed open, Grant took further measures, which included taking every person's temperature upon entry, reducing the capacity of group exercise classes and promoting on social media and in-club the importance of strengthening the immune system with a healthy diet and exercise.

These measures were well received, said Grant. "Members thanked us for making them feel they were in a safe environment."

Grant, however, focused just as much energy on the closed clubs as the open ones. He stressed the importance of continuing to communicate with members during closures: "If anyone has closed clubs or ends up closing clubs, it's very important that you engage with your members during your closure."

"In our closed clubs in Shanghai and Beijing we had our PTs and yoga teachers send daily workouts through our official member app.

"Also, the yoga teachers, the sales team, the PTs and group ex instructors would constantly keep in touch with the members, making sure they knew we were here, even though the clubs were closed, and that they could do online training."

Although the clubs in Hong Kong and Singapore have stayed open, Grant told viewers that during the peak of the virus in those countries, membership terminations increased two-fold and there was a 10-fold increase in suspensions.

The biggest challenge during this time, Grant explained, was the pushback from members who believed they should be allowed to suspend their memberships for free.

"We didn't have the luxury of offering free suspensions," said Grant. "Our feeling was that we have to pay rent, salaries, etc, and we're staying open. And above all else we believe we're providing a safe environment."

Grant also impressed upon webinar viewers that "internal communication is very, very important".

"We started doing a daily call with the leadership team across all the sites," he said.

Pure Group also used the time during club closures to do internal training.

Finally, Grant acknowledged that for many countries, this experience for gym operators was just beginning.

"I'm aware that some of you are at different stages of this. It's evolving quickly. And what I've been through over the last three months, you guys might have to do over three weeks.

"It's a rollercoaster, be prepared. But the leadership needs to steady the ship and work together – bring your teams together."

The full webinar – 'Coronavirus Conversations Club Operations Part 1' – can be viewed at ihrsa.org.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
In an IHRSA webinar presented on 18 March, Colin Grant, CEO of Pure International Group, has shared what he has learned from managing closures and member concerns across his 30+ South Asia clubs in the wake of the COVID-19 pandemic.
SAR,HAF,FIT,IND,PTS
170349_786361.jpg
Latest News
Nick Whitcombe, the independent gym owner who refused to shut his gym during the October ...
Latest News
This year's UK government Spending Review, announced in Parliament by chancellor Rishi Sunak on 25 ...
Latest News
Up to 100k people will benefit from the free gym and physical activity sessions, thanks ...
Latest News
To the relief of the sector, the UK government confirmed yesterday (23 November) that gyms, ...
Latest News
Closing gyms and leisure facilities during any possible future lockdown would be "unthinkable", according to ...
Latest News
The University of Stirling has opened its new £20m sports and fitness centre. The building, ...
Latest News
Gyms are right near the bottom of the list in terms of places people have ...
HCM Magazine
The great debate
Given its support for the NHS, should the fitness industry be classified as an essential service, and if so, how do we get the sector reclassified? Kath Hudson asks industry leaders for their views
HCM Magazine
Letters
Power Plate UK's Davide Ferreira and Stuart Stokes from ReferAll write to HCM
HCM Magazine
Opinion
Steve Ward celebrates the transformational energy being unleashed in the fitness industry by the pandemic
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
Sponsored
Venueserve Fitness enables clubs to offer white-label content streaming to optimise capacity and member engagement
HCM Magazine
Sponsored
Andy Hall, COO of data and tech solutions brand, Volution, looks at the trends we can expect to see emerging in the global fitness market in 2021
HCM Magazine
Promotion
Wattbike AtomX leads the future of indoor cycling, says Richard Baker
HCM Magazine
HCM magazine
A new study from the Global Wellness Institute highlights the scope of the $121bn mental wellness market, as Katie Barnes and Megan Whitby report
HCM magazine
BMF members were invited to continue paying during first lockdown and an incredible 83 per cent did so, with some paying double to cover others
HCM magazine
New research from the Karolinska Institutet in Sweden, has established why people who exercise when suffering from cancer generally have better outcomes
Opinion
promotion
With January now close on the horizon your thoughts will be firmly focused on sales campaigns to attract new members through your doors in the new year rush.
Opinion: Sealing the Leaky Bucket – 7 Research-Based Tips for Retaining New Members in January 2021
Featured supplier news
Featured supplier: Primal Strength bolsters Scottish expansion with Matrix Fitness distribution win
Matrix Fitness has announced an exclusive partnership with Primal Strength to target an increased strategic focus on the Scottish market.
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
Company profiles
Company profile: Keiser UK Ltd
Keiser began its history of visionary sports science leadership over 40 years ago, rejecting the ...
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 - Powering through
Catalogue Gallery
Click on a catalogue to view it online
Directory
Design consultants
Zynk Design Consultants: Design consultants
Locking solutions
Monster Padlocks: Locking solutions
Software
Volution.fit: Software
Uniforms
Service Sport: Uniforms
Fitness Software
FunXtion International BV: Fitness Software
Lockers/interior design
Fitlockers: Lockers/interior design
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Red Light Therapy
 Red Light Rising: Red Light Therapy
Fitness equipment
TRX Training: Fitness equipment
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
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
03-03 Dec 2020
Virtual,
Diary dates
09 Dec 2020
Raffles City Convention Centre, Singapore, Singapore
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
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates

News

"Engage with your members during closures," says Pure International Group's Colin Grant in IHRSA webinar

Perception is reality – it was important that members could see cleaners walking around the clubs actively cleaning on a regular basis
– Colin Grant

In an IHRSA webinar presented on 18 March, Colin Grant, CEO of Pure International Group, has shared what he has learned from managing closures and member concerns across his 30+ South Asia clubs in the wake of the COVID-19 pandemic.

Pure International Group has clubs in Hong Kong, Singapore, Shanghai and Beijing, comprising both yoga studios and big box gyms.

During the webinar, which was free to both IHRSA members and non-members, Grant detailed the journey the group has been on since the coronavirus epidemic began in December 2019.

With its clubs in Shanghai and Beijing forced to close by the Chinese government, and unprecedented rates of membership termination and suspension across all other South Asian clubs, Grant said it has been a very emotional time.

He advised the leadership teams of gyms in other parts of the world now dealing with these issues to "take the emotion out and act calmly, and that will cascade through the organisation, both internally and externally."

"At the end of the day, it's our job to ensure we provide a safe and healthy environment for our employees, our staff and our colleagues, as much as all our members".

Practical measures that Grant recommended for those clubs still open centred around making members feel safe.

Early on, he said, "we made the decision to start ramping up our hygiene at a club level. We started increasing the presence of cleaners, and increased the number of hand sanitisation stations around the club. Perception is reality – it was important that members could see cleaners walking around the clubs actively cleaning on a regular basis".

"At the same time, we started communicating these measures to members, via social media and notices in the club."

As the virus tightened its grip on China, the Shanghai and Beijing clubs were mandated to close. In the locations that stayed open, Grant took further measures, which included taking every person's temperature upon entry, reducing the capacity of group exercise classes and promoting on social media and in-club the importance of strengthening the immune system with a healthy diet and exercise.

These measures were well received, said Grant. "Members thanked us for making them feel they were in a safe environment."

Grant, however, focused just as much energy on the closed clubs as the open ones. He stressed the importance of continuing to communicate with members during closures: "If anyone has closed clubs or ends up closing clubs, it's very important that you engage with your members during your closure."

"In our closed clubs in Shanghai and Beijing we had our PTs and yoga teachers send daily workouts through our official member app.

"Also, the yoga teachers, the sales team, the PTs and group ex instructors would constantly keep in touch with the members, making sure they knew we were here, even though the clubs were closed, and that they could do online training."

Although the clubs in Hong Kong and Singapore have stayed open, Grant told viewers that during the peak of the virus in those countries, membership terminations increased two-fold and there was a 10-fold increase in suspensions.

The biggest challenge during this time, Grant explained, was the pushback from members who believed they should be allowed to suspend their memberships for free.

"We didn't have the luxury of offering free suspensions," said Grant. "Our feeling was that we have to pay rent, salaries, etc, and we're staying open. And above all else we believe we're providing a safe environment."

Grant also impressed upon webinar viewers that "internal communication is very, very important".

"We started doing a daily call with the leadership team across all the sites," he said.

Pure Group also used the time during club closures to do internal training.

Finally, Grant acknowledged that for many countries, this experience for gym operators was just beginning.

"I'm aware that some of you are at different stages of this. It's evolving quickly. And what I've been through over the last three months, you guys might have to do over three weeks.

"It's a rollercoaster, be prepared. But the leadership needs to steady the ship and work together – bring your teams together."

The full webinar – 'Coronavirus Conversations Club Operations Part 1' – can be viewed at ihrsa.org.

Sign up here to get HCM's weekly ezine and every issue of HCM magazine free on digital.
In an IHRSA webinar presented on 18 March, Colin Grant, CEO of Pure International Group, has shared what he has learned from managing closures and member concerns across his 30+ South Asia clubs in the wake of the COVID-19 pandemic.
SAR,HAF,FIT,IND,PTS
170349_786361.jpg

News

Nick Whitcombe, the independent gym owner who refused to shut his gym during the October
This year's UK government Spending Review, announced in Parliament by chancellor Rishi Sunak on 25
Up to 100k people will benefit from the free gym and physical activity sessions, thanks
To the relief of the sector, the UK government confirmed yesterday (23 November) that gyms,
Closing gyms and leisure facilities during any possible future lockdown would be "unthinkable", according to
Gyms, health clubs and leisure centres will be able to open their doors when the
Servicesport UK
Servicesport UK
When facing lockdown restrictions, Frame successfully adapted its in-club experience to an online offering for
The University of Stirling has opened its new £20m sports and fitness centre. The building,
Gyms are right near the bottom of the list in terms of places people have
A new, Europe-wide initiative will look to chart the level of risk of COVID-19 infection
UK Parliament will debate COVID-19 restrictions on gyms and leisure centres on Monday 23 November,
The UK government has launched a £1bn Public Sector Decarbonisation Scheme (PSDS), providing grant funding
Leisure management company 3d Leisure is introducing two new services across its corporate division, in
MIE FitQuest
MIE FitQuest
Red light therapy equipment supplier, Red Light Rising has partnered with Aidan Robinson of ITRM
Thousands of COVID-related deaths could be prevented if successive governments had tackled the country's obesity
Leisure-net is running a repeat of its initial Post Lockdown Recovery Survey, in order to
The iconic Midtown Athletic Club in Chicago is among the city's fitness facilities which have
MyZone Group Ltd
MyZone Group Ltd
1 - 15 of 11,694
HCM Magazine
The great debate
Given its support for the NHS, should the fitness industry be classified as an essential service, and if so, how do we get the sector reclassified? Kath Hudson asks industry leaders for their views
HCM Magazine
Letters
Power Plate UK's Davide Ferreira and Stuart Stokes from ReferAll write to HCM
HCM Magazine
Opinion
Steve Ward celebrates the transformational energy being unleashed in the fitness industry by the pandemic
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
Sponsored
Venueserve Fitness enables clubs to offer white-label content streaming to optimise capacity and member engagement
HCM Magazine
Sponsored
Andy Hall, COO of data and tech solutions brand, Volution, looks at the trends we can expect to see emerging in the global fitness market in 2021
HCM Magazine
Promotion
Wattbike AtomX leads the future of indoor cycling, says Richard Baker
HCM Magazine
HCM magazine
A new study from the Global Wellness Institute highlights the scope of the $121bn mental wellness market, as Katie Barnes and Megan Whitby report
HCM magazine
BMF members were invited to continue paying during first lockdown and an incredible 83 per cent did so, with some paying double to cover others
HCM magazine
New research from the Karolinska Institutet in Sweden, has established why people who exercise when suffering from cancer generally have better outcomes
HCM magazine
Regular sessions of new-generation yoga can help tackle the lockdown blues, increase sleep quality and boost mental health
HCM magazine
Bulmershe Leisure Centre, run by Places Leisure, is providing its community with state-of-the-art fitness machines from Octane Fitness
HCM magazine
With many older people in crisis due to the pandemic, ukactive’s head of health and wellbeing development, Kenny Butler, explains why the organisation is launching an active ageing consultation and how you can get involved
HCM magazine
HCM People

Harley Pasternak

Trainer and author
Having someone just feeling comfortable walking into the gym is important
HCM magazine
HCM talks to policy makers, operators and decision-makers about the public sector and trust response to the pandemic
HCM magazine
HCM People

Nick Whitcombe

Founder, Body Tech Fitness
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
Opinion
promotion
With January now close on the horizon your thoughts will be firmly focused on sales campaigns to attract new members through your doors in the new year rush.
Opinion: Sealing the Leaky Bucket – 7 Research-Based Tips for Retaining New Members in January 2021
Featured supplier news
Featured supplier: Primal Strength bolsters Scottish expansion with Matrix Fitness distribution win
Matrix Fitness has announced an exclusive partnership with Primal Strength to target an increased strategic focus on the Scottish market.
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
Company profiles
Company profile: Keiser UK Ltd
Keiser began its history of visionary sports science leadership over 40 years ago, rejecting the ...
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 - Powering through
Catalogue Gallery
Click on a catalogue to view it online
Directory
Design consultants
Zynk Design Consultants: Design consultants
Locking solutions
Monster Padlocks: Locking solutions
Software
Volution.fit: Software
Uniforms
Service Sport: Uniforms
Fitness Software
FunXtion International BV: Fitness Software
Lockers/interior design
Fitlockers: Lockers/interior design
Independent service & maintenance
Servicesport UK Limited: Independent service & maintenance
Red Light Therapy
 Red Light Rising: Red Light Therapy
Fitness equipment
TRX Training: Fitness equipment
Gym flooring
REGUPOL/Berleburger Schaumstoffwerk (BSW): Gym flooring
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
03-03 Dec 2020
Virtual,
Diary dates
09 Dec 2020
Raffles City Convention Centre, Singapore, Singapore
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
01-07 Dec 2022
tbc, Dunedin, New Zealand
Diary dates
Search news, features & products:
Find a supplier:
The Retention Guru
The Retention Guru