CrossFit Steele Creek Operations Manual

We’ve been very lucky. While other fitness centers have shut down before their first year is over, we thrive. This is all due to our staff, who uphold our philosophy:

We believe in making fitness fun. We believe that, to be effective in a long-term sense, exercise has to be enjoyable. It has to be creative.

We are the segue into a more healthy, active life. That responsibility means introducing clients to new activities, making them comfortable with working out in any environment, and giving them attributes they can display with pride.

We believe in hard work. Our own hard work will be recognized by our clients and friends, and will encourage them to work harder in the face of challenge. We believe in multi-joint exercise using body weight or free weights. We believe exercise can happen anywhere, at any time. We train movements, not muscles.

We believe in the long haul. Continual progress is necessary for self-actualization; if you’re not moving ahead, you’re falling behind. We set milestones and celebrate when they’re reached. And then we reach further.

We don’t take ourselves too seriously. We’re comfortable in our skills, and can joke about our weaknesses.

We believe that proper, smart preparedness increases the satisfaction derived from any activity, including mental preparation.

We believe in science. We believe in ongoing education. We’re committed to the peer review process, the application of cutting-edge science, the debunking of myths, and the benefits of active debate and discussion.

Above all, we believe in ourselves and our clients!

ADDRESS

www. crossfitsteelecreek.com

Welcome to Team CrossFit Steele Creek! If you’ve made it this far, be proud; you’ve clearly established yourself as an outstanding member of our fitness community.

At CrossFit Steele Creek, there are only a few simple rules of conduct, most of which are common sense; others will help you improve your relationship with members, other staff, and the outside world at large. Some, whose purpose may not be obvious at first, will reveal their own benefits as you become more accustomed to the atmosphere of a highly-charged, fast-paced exercise environment.

This manual will show we operate; everything. You’ll be given in-depth detail about each rule as you go along. These are simple (but essential) things that separate CrossFit Steele Creek from the rest of the herd; they’re not day-to-day maintenance, but rather insurance of a positive attitude and environment for members, guests, and staff. This stuff is not hard, though it will require some practice.

On some of the pages, you’ll see the more mundane (but absolutely necessary) everyday rules of operation for theCrossFit Steele Creek facility and staff. They’re simple, and easy to remember if you practice them daily. Miss one, though, or become routinely sloppy with them, and it hurts the entire atmosphere for everyone.

You’ll be given an employee review after your first 30 days,and then semi-annually or annually depending on the average amount of hours coached. There’s a blank review attached at the end of this manual.

As you’ll see in our philosophy, CrossFit Steele Creek isn’t a facility; it’s a team approach to fitness, exercise, and overall health. We’re very lucky to have relationships with some of the best trainers, massage therapists, medical doctors, chiropractors and physical therapists available in Charlotte, NC. We work hard to maintain and groom those relationships!

A Brief History of Everything

We have dozens of little quirks here at CrossFit Steele Creek; some of them, you may find challenging; some of them, you may wonder at their logic. However, rest assured that every single policy and idea in this book has been formed through extensive research, trial and error, and (often) painful experience.

FITNESS TRAINING / COACHING is a flat market. That means that, despite all our research, study, long hours and hard work, the members really only differentiates personal trainers according to one solitary factor: their relationship with the trainer. That’s right: regardless of member progress, regardless of results gained from the training, or experience of the trainer, client retention is 90% dependent on the relationship of the trainer with the client.

It may be tough to remember to turn on the stereo system in the morning. You may struggle to remember to pick up a members empty water cup after several hours of training in a row. You may not want to write a nice postcard to the member you just met at 5pm on Friday afternoon. You probably won’t feel like running to retrieve a dumbbell for a member. But the member will never remember the last study you quoted her; she’ll remember you running to retrieve a dumbbell so she doesn’t have to stare at the walls while you’re moseying around the gym floor.

These lessons have taken time to learn. However, without them, to the members at least, we’re just like everyone else.

No matter what else happens, we will never be outworked. Never will a member leave CrossFit Steele Creek for a competitor because we’re too lazy: this, above all, is the original sin.

New Team Members- Getting Started:

Once it’s a new coach has been accepted into our “Intern process”, we begin grooming them to uphold the same principles of training as the rest of the team.

First, they will spend the first 6-8 weeks shadowing/assisting in 1-2 On Ramp classes each week. If we decide to continue, the next 4 weeks(minimum) is spent shadowing various coaches during regular group CrossFit classes.

After those 3 months, we will decide if CFSC is a good fit for the potential new coach. If so, they will spend the next 4-8 weeks assisting coaching in the group CrossFit classes. Until this time, they should not be leading any classes.

Once a period of time passes where the new coach is comfortable and confident in leading a class; we will discuss them leading group CrossFit classes.

Each new coach will start in a non-paying position. They will be required to coach 2-4 hours/wk in exchange for their monthly membership dues. Depending on many factors; this position may become a paid coaching position.

New Team Members- Payroll

Upon acceptance of a paid coaching position at CFSC, all necessary paperwork must be completed. Each coach is listed as an independent contractor. Unless otherwise discussed, payroll is once/month. With few exceptions, each pay date is usually the first Friday of the following month.

Coaches are paid per class. Each class, unless otherwise noted runs for 60 minutes duration.

Starting pay for group CrossFit classes will depend on several factors, and will be discussed with coaches on an individual basis.

Specialty classes will be paid at 4/9(44%) of gross revenue for that class.

Specialty classes may include but not limited to, Kettlebells, Olympic Lifting, Gymnastics, Barbell Strength, Endurance and CrossFit Kids.

New Team members – benefits and responsibilities

  1. You will be provided with appropriate CrossFit Steele Creek clothing – for COACHES, this means:

a)(2) CrossFit Steele Creek “Coach” shirts

Trainers and other Team members are free to purchase more CrossFit Steele Creek clothing at wholesale cost at any time, and without restriction. As a Team member, you are required to meet CrossFit Steele Creek dress code requirements whenever leading a group, training a client, at the front desk, or otherwise performing CrossFit Steele Creek duties.

  1. 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%.
  1. You have a responsibility to CrossFit Steele Creek and its clients to act in their best interests at all times. CrossFit Steele Creek has a responsibility to all Team members to act in the best interests of the group, to ensure that all continue to thrive.
  1. You and your spouse and children(up to 2) receive a free membership to CrossFit Steele Creek.

Monthly schedule & payroll
You will be required to respond via email within 5 calendar days of receiving the date request for the following months class schedule.
The schedule for the month will be posted in the CFSC back office, in addition to on the CFSC website. Any scheduling conflicts must be brought to Brian’s attention ASAP through email, phone or text message. Please be sure you get confirmation of that message being received.
If you need coverage for a class, you must email all coaches(Brian included) in attempt to find a replacement. Once coverage is found, make appropriate changes to the written schedule. We understand emergencies happen; however, giving less than 24 hours of notice for a missed class time may be subject to write up.

Non-Competition During Contract

By contract, you are required not to compete with CrossFit Steele Creek while under contract. As a general rule, you may NOT provide any service to anyone, paid or unpaid, for which CrossFit Steele Creek would normally charge a rate.

This includes:

  1. Workout programs
  2. Diets
  3. In-depth advice
  4. Advice transcribed to paper
  5. Copies of programs issued to other clients
  6. Training to groups
  7. Public speaking in a non-CrossFit Steele Creek role.

There are several reasons why providing services outside CrossFit Steele Creek is a poor idea:

  1. You’re not insured unless under the umbrella of CrossFit Steele Creek
  2. You have no recourse for collecting payment
  3. Your income is subject to audit
  4. Once you start, you can’t stop
  5. You have no recourse for late cancellations
  6. Unprofessional relationship between Trainer and client

STAFF PURCHASES

CFSC staff is entitled to purchase goods and services at CrossFit Steele Creek’s cost.

As a coach at CFSC, you are welcome to the water and protein bars at no charge. You are required to log what you take in the binder with the rest of member’s purchases.

Your monthly allotment for such “purchases” is $15. Any amount above that will be deducted from payroll for the month. Apparel purchases are not included.

SUPPLEMENTS

Staff may purchase supplements at wholesale cost. The staff member should inquire from the Brian, prior to purchase.

CLOTHING/APPAREL

CrossFit Steele Creek Team members are supplied with clothing, as determined by position. However, if they wish to purchase additional clothing for variety (and to avoid laundry), they may do so at CrossFit Steele Creek’s costs.

Payment of both would be deducted from the following payroll period, unless discussed otherwise.

Ordering Shirts, Supplements

CrossFit Steele Creek carries its own line of apparel and its own line of nutritional supplements, as well as some basic logo items.

It is the responsibility of the Marketing Manager to maintain the stock levels of supplements, logo items, and apparel. However, a client may occasionally desire a size or style that’s out of stock.

Opening the Facility – First one in for shift

  1. Unlock door.
  2. Disable alarm, if applicable.
  3. Open all bay doors in the facility, weather permitting.
  4. Turn on all lights on gym floor.
  5. Start main computer and “check in” computer. Set up for “check in”.
  6. Turn on radio receiver.
  7. Choose an appropriate radio station from Pandora or Fit Radio.
  8. Check for cups, towels, or other messes. Put in trash.
  9. Post warm-up and WOD to whiteboard.
  10. Check restrooms for adequate toilet paper, and paper towels. Also straighten up, pick up trash on floor, etc.
  11. Check the fridge for stock of water and protein bars. Replace as needed.

Closing the Facility – Last one out for shift

  1. Pick up all cups and towels, even if they weren’t yours. Put in trash.
  2. Ensure all equipment is returned to the appropriate places.
  3. Turn off computers and radio receiver.
  4. Check restrooms for any messes. Put any paper on the floor into trash.
  5. Turn off all lights, including restrooms, showers, kid’s room, back office.
  6. Turn off all heaters and fans.
  7. Check restrooms for adequate toilet paper, and paper towels. Also straighten up, pick up trash on floor, etc.
  8. Lock all doors

Answering the Phone

  1. Smile on the phone.
  2. Answer with, “Good morning (or afternoon), CrossFit Steele Creek, this is <Your name>.”
  3. As soon as the caller identifies themselves, use their first name as you speak.
  4. When passing on the telephone to another staff member, make sure you’re able to identify the caller and/or reason for calling.

Taking Phone Messages

Live

  1. Record clearly the person’s first and last names.
  2. Record their phone number.
  3. Read the phone number back to the person.
  4. Notify the recipient as soon as they’re available. Text, or email is acceptable.
  5. Log into phone message log book for follow up (located at front desk of doctor’s office)

Recorded (Brian & Courtney only)

  1. Record clearly the person’s first and last names on paper.
  2. Record the phone number.
  3. Briefly paraphrase the reason for the call.
  4. Notify the recipient as soon as they’re available. Text/email is acceptable.
  5. Log into phone message log book for follow up.

Responding to phone messages

  1. Call back within 24 hours of receipt of all calls.
  2. Leave a message noting the time of your call if the person is unavailable.

Checking and Responding to Email

1.DO NOT use your own account to communicate with clients for anything relating to their CrossFit Steele Creek membership. This way, we will have a tracking system for all member communications in case of dispute.

2.Respond to emails immediately; do NOT procrastinate. If you lack information, flag the message for follow-up and find the information as quickly as possible.

3. Respond to your own email within 4 hours of receipt, max 24 hours. If necessary, respond that you are waiting on information before providing a full response. However, send an email acknowledging receipt of the client’s email.

Processing New Member- First time at CFSC
1.Welcome them to CFSC.

2.Give them waiver; instruct where to sign.
3. Collect waiver. Be sure it’s complete, legible and second page is signed.
4. Put into file “to be entered”.

Processing New Member-Joining
1. Give financial paperwork
2. Collect financial paperwork. Be sure it’s complete, legible and signed at bottom
3. Give to CFSC Admin(Brian/Courtney) for processing.
4. If neither is at facility, put form under Brian’s office door in doctor’s office.
5. Email/text Brian to be sure he gets the financial form

Entering waivers into BILLING SOFTWARE

All waivers are to be entered by the CrossFit Admin. Upon entering demographics, place waiver in the “2 week follow up” folder. If member joins, collect financial form; and give to CrossFitAdmin(Brian/Courtney) for proper handling of billing.

How to Train a Client

Training a client successfully is much more than just showing up on time, smiling, and beating them into a sweaty pile. Workouts have to be planned in advance and follow a logical progression.

There are 5 steps to client training (Personal training) at CrossFit Steele Creek:

  1. Book the client’s appointment
  2. Write the program
  3. Implement the program (with the client)
  4. Ensure pre-payment for services was made
  5. Make sure the client’s next visit is booked

There are 5 steps to running a CrossFit Group Class at CrossFit Steele Creek:

  1. Group or general warm up that gets members prepared for workout
  2. Skill-specific work / strength work, if any
  3. Build up to load(strength work), if any
  4. Metcon
  5. Instruct members to post score to whiteboard
  6. Discussion and/or stretching

**Please keep in mind, the class runs for 60mins. Plan accordingly. Do not rush through warm ups, work outs.

Performing a One-On-One Personal Training Session

  1. Before the session begins, make sure your work area is ready:

a)weights required are available in your space;

b)your space is tidy;

c)water is available to the client.

d)Coordinate workout space needed with other trainers.

  1. Be ready to greet the client 15 minutes before the scheduled start time, unless catering to another client immediately beforehand.
  2. Administer a brief warmup. During the warmup period:

a)maintain a friendly banter;

b)get water, towel, and program for client;

  1. Administer program.
  2. Stretch and review program with client as necessary.
  3. With 2 minutes remaining in the hour, finish the workout and begin tidying the space to make sure it’s ready for the next trainer/client:

a)sweep up chalk;

b)remove all water cups and towels;

c)return plates, bars, and dumbbells to proper space;

d)move belts and bands to the correct space.

e)mop up sweat.

  1. Greet the next client and begin their warmup.

Performing a CrossFit Group Training Session

1.Before the session begins, make sure your work area is ready:

a.weights required are available in your space;

b.your space is tidy;

c.water is available to the group.;

d.Coordinate workout space needed with other trainers.

2.Administer a brief warmup, if applicable. Group warm up should start no later than 10mins after the start of class time.
3.Teach class

4.Stretch and review program with group as necessary.

5.With 2 minutes remaining in the hour, finish the workout and begin tidying the space to make sure it’s ready for the next trainer/client:

a.sweep up chalk;

b.remove all water cups and towels;

c.return ALL plates, bars, and dumbbells to proper space;

d.move belts and bands to the correct space.