3390 Braodmoor AVE SE, SUITE G

Grand Rapids, MI 49512

OWNER: JEFF BURLINGAME

CO-OWNER: BOBBY ARMOCK

PHILOSOPHY

We would say we are lucky to be thriving in a tough industry. But we don’t believe in luck. We believe in hard work making luck. So in that sense, we have not been lucky, we have worked hard to get to this point. We are proud of all of our members, and the progress they make everyday. We also realize that they could not do that without our amazing staff of coaches and mentors.

Our staff is among the hardest working, most positive and most intelligent in the industry. We provide a strong learning environment to maximize growth and development. This is the driving force behind our strong community.

We are in this for the long haul, the lifestyle, just as our members are. We strive to make positive changes in lives daily, and seek to help first at all times.

We believe that by helping others and saying YES more than NO, our business will flourish.

Welcome to a forward thinking, positive, community. Welcome to Friction CrossFit!

OUR STORY

Friction CrossFit was born in the spring of 2013 as a dream. The dream was to open multiple high end fitness facilities in an area dying for a health and wellness overhaul. This led us to our home State of Michigan, and narrowed us down to the West side of the state. As you may know, being from this area, West Michigan has been revived and is thriving. Unfortunately, fitness has been the slowest part of the revival. However, there are many great boxes in the area (7 as of 2015) and we compete everyday with them to be number 1.

Friction began in a racquetball court, in the basement of a local gym. We had 800 square feet (600 useable) of open space with poor acoustics, a radio and a decent amount of beat up equipment. We even had a rig made out of wood and welded steal (no joke). From there Jeff and Bobby led classes and developed our programming to where it is today. We had a little over 15 members by our 6-month mark and decided to make the jump to a larger location. This led us to our current facility on Broadmoor.

We opened the doors to our new location on December 29th, 2014. We had some new shiny equipment and a new rig (all steel this time). Over the next 6 months we were able to reach 60+ members.

We then worked on our Operations manual (your looking at it) and developed it prior to bringing on our first employees.

The rest is the history THAT YOU WRITE, welcome to the family!

What Is CrossFit?

CrossFit is a strength and conditioning program, which adds the element of time. In other words, we do strength and cardiovascular training at a higher intensity. We are also movement specialists and focus on our athletes moving better, because if you move better, you feel better and you get fitter.

Why CrossFit?

Intensity has been proven to get results, however, simply moving intensely is not enough. Moving safely and correctly at a higher intensity is. Now add in a healthy balance of strength, cardiovascular and gymnastics work and you have yourself a recipe for success.

Who Does CrossFit? (Use Social Proof)

Everyone can do CrossFit, but they don’t know it yet. High intensity programs like “Insanity”, “P90X”, “Body Pump” and even Obstacle races are essentially CrossFit, but without proper movement as a priority. CrossFit intimidates most people at first, mostly due to the growing popularity of the CrossFit Games and the monster athletes that compete in it. However, CrossFit as a training system for the masses is much different and appropriate for anyone. In fact, we have members like Sarah, coming to us with a multitude of past injuries, in her 40’s, progressing to a state of reduced pain, better movement, and even hitting some of our tougher WODs as prescribed. We have another member Corey, with a Lumbar spinal fusion and several knee surgeries under his belt. He has been able to progress his posture, positioning, and strength to the point that he has limited pain and is able to perform activities of everyday living much more easily. Ann is in her late 50’s and started with severe lower back pain and tightness, now can hang with most of our members. Mike is in his early 40’s, has lost weight, improved his balance and coordination and can do handstands now. Mark was able to heal a dislocated patellar injury within 2 months and is now performing better than he did before. And the list goes on. The point is that everyone can do CrossFit and everyone SHOULD do CrossFit.

Where should I do CrossFit?(Why your gym? List at least ten strategic advantages, including both delivery of service–enthusiastic coaching, new equipment–and facility advantages–lots of parking, clean showers, convenient location.)

Friction CrossFit provides a clean training environment. A strong community focused on the success of each other and not just themselves. We have a convenient location, with ample parking, and room to workout outside. Our coaches have Bachelors degrees in Exercise Science, over 10 years of experience, and deliver top notch coaching and programming, guaranteeing results and keeping you safe. We offer a variety of class times to fit your schedule, and multiple programs to fit your needs and goals. Our 1 on 1 nutrition counseling and training is here to help you maximize your efforts and achieve your goals, and our online video library is here to help you along the way.

ALL AVAILABLE POSITIONS AT FRICTION CROSSFIT

Owner
Keeps lights on (bills paid)
Payroll
Employee Recruitment
Collaborate with Team members
Sign off on all programs/purchases
Daily Communication
Coaches meetings
Oversee all other managers
Ensures that things run smoothly
Non-ownership Partner(s)
Defined as an assistant to the owner
Assists in management of employees (based on SOP)
Corporate outreach
Email and new prospect communication
Social media assistance
Odds and Ends
General Manager
Day to Day Facility Management
Ensure employees are showing up and doing their jobs
Builds and trains a team to meet and exceed goals
Handles daily customer service and sales
Sells memberships/PT packages
Purchases equipment/materials needed (if under $100)
Must have orders under $100 approved by Bookkeeper
Must have orders over $100 approved by Owner AND Bookkeeper
Works with Owner to resolve issues
Collects payments
Bookkeeper
Manages accounts (Cash, checking, credit)
Keeps all accounts up to date and balanced
Alerts Owner and GM of any issues/problems
Daily updates to owner and GM on balance
Input receipts
Petty Cash balance
Pay Invoices
Calculate ARMs
Report on Total Revenues (Gross/Net)
Cash Flows
Email/Phone Receptionist
Answers all calls
Schedules initial consultations
Coordinates Consults with coaches in schedule
Answers all emails (calls if number available)
Handles all email inquiries and customer service issues
Alerts GM of customer services issues
Alerts Collections of cancellations/failed payments
Alerts GM and owner of sales calls
Alerts GM and owner of OTHER messages
Collects payments
Collections
Handles when a member is past due, cancelling or has a failed payment
Calls the member to resolved the issue at hand
Collects payments prior to ending conversation
Collections must be received as close to the missed payment/cancellation date as possible to avoid losing it
Payments must be collected NO LATER THAN 30 DAYS out
Retail Manager
Manages stock on retail items (wrist wraps, shirts, Kill Cliff, etc.)
Places orders to refill stock as needed (must be approved by Owner, GM and Bookkeeper)
Research new products
Present info to Owner and GM
Create Marketing strategies
Client/Member programs
Displays
Staff training
Signage
Email marketing for Newsletter
Social Media Marketing for products
Joy Girl
Member outreach
Retention strategies
Birthday/life event calls
PR calls on Fridays
Invitations to gatherings/events
Cancellation request follow up
Freeze request follow up
Social Media shout outs
Email Newsletter shout outs
Follow up on Email automation responses
Events Coordinator
Schedules events for each month
Messages other Boxes for support
Plans the day
Sets the schedule and times
Creates Facebook event page
Moderates FB page
Schedules employees/volunteers for event
Ensures programming, prizes, etc are all set
Coordinates with staff to ensure it is run properly
Advertises/markets the event to increase attendance
Is present to ensure event runs smoothly
Website Designer/Manager
Builds and maintains website
Posts Blogs
Updates Coach Bios and entries
Updates site monthly
Resolves issues with site
Improves SEO monthly
Updates and handles Client Software
Uploads documents to software
Handles integration of software on website
Social Media Manager
Manages FB, instagram, twitter, google Plus, and Youtube pages
Responsible for uploading Citations (i.e. yelp, google, yahoo, yellow pages, etc)
Must update citations monthly with photos and corrections
Must update Social pages with articles and photo/videos daily
Responsible for advertisements on social pages (approved by owner/GM)
Responds to messages/posts
Responds to reviews good and bad
Updates and posts to Members group
Videographer/Photographer
Films all video Series’
Films promo videos/testimonials and Ads
Shoots all photos/video of events
Photographs promo shots in classes weekly
Edits all videos and uploads to youtube
Schedules all video posts on website/FB
Sends photos for Instagram posts to Social Media Manager
Head Coach
Manages CrossFit Coaches
Manages class schedule and assists GM in ensuring Coaches show and perform duties
Trains and develops Coaches on staff
Writes programming for all classes/groups
Oversees custom programing
Manages personal trainers
Oversees trainer programs
Writes WOD BLOGs and Results Blogs
Oversees event programing
Coaches classes
Coach
Runs classes according to daily programming
Motivates
Follows instruction from head coach for:
Mobility protocols
Progressions
Introductory sessions and evals
Scheduling classes for 1 week trials
Engages 1 week trials
Refers them to head coach if available to sign memberships
If head coach or GM unavailable, signs memberships themselves
Personal Trainer
Obtains clients sold PT from GM/Head Coach/Coach or themselves
Designs and implements a program for exercise and nutrition based around clients needs, wants and goals
Motivates
Follows instruction from head coach for:
Mobility protocols
Progressions
Introductory sessions and evals
Scheduling classes for 1 week trials
Engages 1 week trials
Refers them to head coach if available to sign memberships
If head coach or GM unavailable, signs memberships themselves
Weight Lifting/Powerlifting Specialty Coach
Designs and implements programming
Motivates
Track client progress
Maintain lifting area
Motivates
Follows instruction from head coach for:
Mobility protocols
Progressions
Introductory sessions and evals
Scheduling classes for 1 week trials
Engages 1 week trials
Refers them to head coach if available to sign memberships
If head coach or GM unavailable, signs memberships themselves
Yoga Instructor
Conducts weekly yoga classes
Designs and implements yoga class structure, times and days
Motivates
Follows instruction from head coach for:
Mobility protocols
Progressions
Introductory sessions and evals
Scheduling classes for 1 week trials
Engages 1 week trials
Refers them to head coach if available to sign memberships
If head coach or GM unavailable, signs memberships themselves
Child Care Attendant
On call for child care as needed
Responsible for keeping children safe in kids room
Engages with children and leads activities
Leads kids through physical activities and games (i.e. tag, twister, mini fun workouts, etc.)
Janitor
Maintains equipment
Cleans facility
Sweeps and mops main gym and bootcamp gym
Vaccums office, kidz room and lobby
Sweeps and mops bathroom
Cleans toilet/bowl, sink and mirror in bathroom
Restocks TP, Paper towel and wipes in bathroom
Removes trash daily or as needed (avoid flies)
Refills soap dispenser in bathroom and kitchen
Cleans kitchen counter, washes dishes and clears counter
Cleans microwave weekly
Reracks/stacks equipment daily

New Team members – benefits and responsibilities

You will be provided with appropriate Friction CrossFit clothing – for COACHES, this means: 2 Friction CrossFit COACH shirts

Trainers and other Team members are free to purchase more Friction CrossFit clothing at wholesale cost plus taxes at any time, and without restriction. As a Team member, you are absolutely required, without exception, to meet Friction CrossFit’s dress code requirements whenever leading a group, training a client, at the front desk, or otherwise performing Friction CrossFit duties, including public speaking. If you arrive for work without your uniform, you are REQUIRED to purchase clothing suitable for your duties that day.

You will be provided with a comprehensive guide for your performance (this guide.) You will be asked to initial the form at the end of this guide to acknowledge that you’ve read and you understand everything within. As soon as you initial that form, you’re responsible for upholding the contents of this book 100%.

You will have access to all Friction CrossFit Team members at the lowest cost possible – the Team member’s invoice rate. When a Team member takes their time to provide you with a professional service, they deserve the same compensation they would receive from a client. However, Friction CrossFit doesn’t have to make its share; we believe the long-term benefit of your health and exposure to other Team members is enough. One note: please book appointments with other Team members at a time when they’re not normally busy to avoid inconveniencing Friction CrossFit clients.

You have a responsibility to Friction CrossFit and its clients to act in their best interests at all times. Friction CrossFit has a responsibility to all Team members to act in the best interests of the group, to ensure that all continue to thrive.

Staff Policies

Dress Code
All Staff will be expected to wear appropriate attire for their position
Trainers and Coaches
Coach Shirt
Head Coach
Head Coach Shirt
All other staff
Staff Shirt
Shorts and pants must be absent of major graphics
i.e. may NOT say “Juicy” on the butt
In cold weather
Long sleeves UNDER staff shirts will be allowed
NO hoodies OVER staff shirts are allowed
Attendance
All Staff are expected to report to work 15 min early
All Staff are expected to report to work clean shaven, if applicable, and groomed
Injuries and Accidents
In the case of Injury Follow these steps
Level 1: Palm/finger/hand tears and shin scrapes etc.
Offer the first aid kit to member
ALLOW member to apply first aid to themselves
Have member fill out incident report
Level 2: Ankle roll and other sprains
Keep class going
Get client off to the side away from class
Ask a member or coach to help keep class moving
Apply first aid
Call client emergency contact
Go through incident report with client and at least 1 witness
Level 3: Breaks and/or Tears
Keep class going
Get client off to the side away from class
Ask a member or coach to help keep class moving
Apply first aid
Call client emergency contact and, if severe, or if client requests you to, call 911
Do not allow client to move or leave on their own
Go through incident report with client and at least 1 witness
Level 4: Loss of Consciousness or worse
Stop class
Have someone Call 911
Have someone contact their emergency contact
Grab AED if heart has stopped
Apply CPR, if necessary and first aid until first responders arrive
Go through incident report with client, if possible and at least 1 witness
It is important to note that at NO TIME should we be discussing insurance policies, premiums or any settling of payments/debts/damages with the client.
If the clients asks for payment or coverage of damages, simply tell them to contact the owner after the fact to discuss this
Communications
All communications between client and employee MUST follow the appropriate channels through Friction CrossFit
This includes Email, Calls, Texts
If communications between Client and Employee go through personal channels at all:
Record/document/take a picture/save in some manner the conversation
Each day Coaches must Report:
Injuries and mobility restrictions, including client name
PRs
Modifications and progressions used with clients
Complaints, requests, questions and comments from clients
Special instructions for clients (i.e. discounts requested/given, class times allowed, etc.)
All Coach to Coach and Staff to Staff Communications will be recorded in the Communications binder and posted on the Coaches Facebook page
Hygiene
All employees will shower after workouts
If a shower is unavailable: deodorant or spray will suffice
All employees will brush their teeth daily and use mouth wash as needed
All employees will take care of their body daily so as to maintain a professional appearance
Facility Cleanliness
All employees are expected to clean up after themselves, this includes:
Clean up kitchen after eating
Do not leave food out
Keep office clear
Pick up weights after working out
Return mobility equipment to mobility area after use

Staff Bill of Rights

You will be paid as reflected in your contract.

You will be provided a safe and supportive place to work.