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arrFiles=new Array();arrFiles[0]=new Array(1,"signature_spa_operational_improvement_prog.htm","2006-02-27","Signature Spa Operational Improvement","","","Your browser does not support script A COMPREHENSIVE APPROACH ON HOW TO IMPROVE SPA PERFORMANCE AND ACHIEVE BUSINESS GOALS This process will provide a plan for any existing spa to identify and achieve business objectives as related to the current performance level of your spa or of a department, or when beginning a new initiative. Our team of industry specialists will help to remove barriers from the workplace that prevent people from doing their best work, therefore helping your club to achieve competitive and aggressive business goals. We accomplish this through a systemic mapping process to determine where you are now, where you want to be, and how to get there. Based on the Human Performance Improvement Model,this outcome-based approach will: 1) Determine business goals 2) Articulate the relationship of the goals to staff performance and spa operations 3) Identify any gaps between desired and actual performance Analyze causes of the gaps by looking at the following influences that may impede or enable performance: Knowledge/Skills Motives Physical Resources Structure/Process Information Wellness 4) Recommend intervention based on root cause 5) Implement intervention 6) Evaluate results 7) Throughout the process provide feedback for managing change strategies This program has been developed from the same design that many Fortune 500 companies have implemented with great success including Microsoft, FedEx, and Progressive Insurance. Contact Bonnie Mattalian for a complimentary consultation on how you can begin your Spa Operational Improvement Program. With the implementation of this action plan, we guarantee your business will achieve greater success. Top WBR DeZign",18);arrFiles[1]=new Array(2,"existing_clubs.htm","2006-02-27","Existing Health Club Performance Improvement","","","Your browser does not support script Bonnie P. Mattalian’s services can help to ensure tomorrow’s success. An award-winning health club and spa industry veteran, Bonnie has a proven track record of positive results in start-up, strategic planning, operations and performance improvement. Her focus is on profit and loss responsibility, productivity, service excellence, staff development and training. Bonnie offers a full range of programs for: COMMERCIAL FITNESS CENTERS MULTI-LOCATION HEALTH CLUBS MEDICALLY-BASED FITNESS CENTERS (link) DAY SPAS (link) DEVELOPERS CLUB OWNERS CLUB MANAGERS CLUB SUPERVISORS HOSPITAL ADMINISTRATORS FRONT LINE STAFF It’s important to update your club’s strategies proactively through analysis and planning. Or if you are falling short of your business goals, let us define a solution to get you back on track. Select from any number of performance improvement services including: Signature Club Operational Improvement Program Performance Benchmarking Club Policies and Procedures Staff Job Descriptions, Compensation Plans Human Resource Needs: Employee Surveys, New Hire Checklists, Performance Reviews, etc. Staff Training and Development Plans & Workshops * Go to Workshops Topics * Events/Programs Calendar Inventory Controls Expense Management System Member Feedback Systems Experience Management Systems EFT Collections System Cancellations Procedures/Retention Management Department Production/Performance Standards & Checklists Profit Center/Ancillary Revenue Plans Repair & Maintenance Systems Emergency Procedures Strategic Growth and Development Programs and Workshops Special Projects for Existing Club Improvements Club or Spa Renovations Concept Development Renovation Administration Existing Facility Audits Staff or Department Performance Improvement Staff/Organizational Assessments 360 Multirater Administration (Feedback Tool) Member Service Improvement Medical Fitness Center/Programs Development (link to Medically Based Fitness Centers) Hospital Partnership Strategies (link to Medically Based Fitness Centers) Individual Coaching Management Support: Style/Skills Coaching Time Management Organizational Development Leadership Development Efficacy Improvement Top WBR DeZign",23);arrFiles[2]=new Array(3,"existing_spa.htm","2006-02-27","Existing Spa Performance Improvement","","","Your browser does not support script Bonnie P. Mattalian’s services can help to ensure tomorrow’s success. An award-winning health club and spa industry veteran, Bonnie has a proven track record of positive results in start-up, strategic planning, operations and performance improvement. Her focus is on profit and loss responsibility, productivity, service excellence, staff development and training . Bonnie offers a full range of programs for: DAY SPAS DEVELOPERS CLUB OWNERS CLUB MANAGERS CLUB SUPERVISORS HOSPITAL ADMINISTRATORS FRONT LINE STAFF It’s important to update your club’s strategies proactively through analysis and planning. Or if you are falling short of your business goals, let us define a solution to get you back on track. Select from any number of performance improvement services, including: Signature Spa Operational Improvement Program Performance Benchmarking Spa Policies and Procedures Staff Job Descriptions, Compensation Plans Human Resource Needs: Employee Surveys, New Hire Checklists, Performance Reviews, etc. Staff Training and Development Plans & Workshops * Go to Workshops Topics * Events/Programs Calendar Inventory Controls Expense Management System Client Feedback Systems Experience Management Systems Department Production/Performance Standards & Checklists Profit Center/Ancillary Revenue Plans Retail Strategies and Recommendations Repair & Maintenance Systems Emergency Procedures Strategic Growth and Development Programs and Workshops Special Projects for Existing Spa Improvement Spa Renovations Concept Development Renovation Administration Existing Facility Audits Staff or Department Performance Improvement Staff/Organizational Assessments 360 Multirater Administration (Feedback Tool) Member Service Improvement Medical Services/Programs Development Hospital Partnership Strategies Individual Coaching Management Support: Style/Skills Coaching Time Management Organizational Development Leadership Development Efficacy Improvement This program has been developed from the same design that many Fortune 500 companies have implemented with great success including Microsoft , FedEx , and Progressive Insurance . Contact Bonnie Mattalian for a complimentary consultation on how you can begin your Spa Operational Improvement Program. With the implementation of this action plan, we guarantee your business will achieve greater success. Top WBR DeZign",24);arrFiles[3]=new Array(4,"index.html","2006-03-01","Bonnie Mattalian Website","","","Bonnie Mattalian Website",1);arrFiles[4]=new Array(5,"links.htm","2006-02-27","Professional Affiliations","","","Your browser does not support script International Health, Racquet & Sportsclub Association Professional Membership Sales Systems & Training tools WBR DeZign",15);arrFiles[5]=new Array(6,"medically_based.htm","2006-02-27","Medically Based Centers and Spas","","","Your browser does not support script Customized Medical Program development, intake policies and procedures, and hospital program integration are vital to the success of your medically-based fitness facility. Along with our clinical integration specialists, we can help to develop or enhance your programmatics to increase market share, while providing a safe exercise environment for club members and guests. We can provide guidance for spas considering medical or clinical service offerings. Additional services include strategic development with hospital or physician partners. Member educational programs and screenings are available with the Health Quality Partners who also provide clinical staff training. Other services include senior strategies, alternative therapy recommendations and procedures, and corporate or community outreach plans. WBR DeZign",13);arrFiles[6]=new Array(7,"medically_directed_spas.htm","2006-02-27","Medically Directed Spas","","","Your browser does not support script UNDER DEVELOPMENT WBR DeZign",12);arrFiles[7]=new Array(8,"new_club_startup.htm","2006-02-27","New Club Start Up","","","Your browser does not support script Staring your own club? Congratulations and welcome to an exciting industry! Bonnie P. Mattalian’s services can help to ensure tomorrow’s success. An award-winning health club and spa industry veteran, Bonnie has a proven track record of positive results in start-up, strategic planning, operations and performance improvement. Her focus is on profit and loss responsibility, productivity, service excellence, staff development and training. Bonnie offers a full range of programs for: COMMERCIAL FITNESS CENTERS MULTI-LOCATION HEALTH CLUBS MEDICALLY-BASED FITNESS CENTERS (link) DAY SPAS (link) DEVELOPERS CLUB OWNERS CLUB MANAGERS CLUB SUPERVISORS HOSPITAL ADMINISTRATORS FRONT LINE STAFF The difference between a successful start up and other clubs can be found by: Planning/Contingencies Risk Reduction Cash Flow Projections Operational Delivery/Timeline Operational Support and Management With nearly 20 years and successful experience in opening 20+ facilities, let us provide cutting edge industry expertise and support for your new club, based on your vision and goals. Select from any or all of our customized plans: Site Selection Customized Operational Systems Operational System Implementation Plans Layout & Design Staffing Models/Job Descriptions/Compensation Plans Detailed Timeline and Start-Up Checklist Membership Agreement Design Equipment Layout/Selection Programs Design Detailed Department Inventory/Supplies List Inventory & Expense Control Design Project Timeline Organizational Board/Chart Staff Hiring and Training Plans NEW CLUB ADMINISTRATION/OPERATIONS: Once your club is opened, there is a whole new world of opportunity for your business. Planning in advance with the following systems and tools can support your club model. Let us bring you peace of mind knowing our checklists and systems can deliver your operational goals through the following services: Performance Benchmarking Club Policies and Procedures Staff Job Descriptions, Compensation Plans Human Resource Needs: Employee Surveys, New Hire Checklists, Performance Reviews, etc. Staff Training and Development Plans & Workshops* Go to Workshops Topics * Events/Programs Calendar Inventory Controls Expense Management System Member Feedback Systems Experience Management Systems EFT Collections System Cancellations Procedures/Retention Management Department Production/Performance Standards & Checklists Profit Center/Ancillary Revenue Plans Repair & Maintenance Systems Emergency Procedures Strategic Growth and Development Top WBR DeZign",23);arrFiles[8]=new Array(9,"services.htm","2006-02-27","Services","","","Your browser does not support script New Day Spa Start Up New Spa Administration and Operations Existing Club Performance Improvement Special Projects for Existing Club Improvements Management Support Existing Spa Performance Improvement Staff Training and Development Plans & Workshops Special Projects for Existing Spa Improvement Medically Based Centers and Spas New Club Start Ups Signature Club Operation Improvement Program Signature Spa Operation Improvement Program On-Site Group Programs Programs and Workshops Leadership/Management/Personal Development Organizational Skills Creating High Performance Teams that Focus on the member or Client The Leader of the Future: You Beyond Time Management: Business with Purpose How to Wow Overcoming Obstacles and Team Building: Lessons from the EcoChallenge Reception Service and Sales Training The Organization of the Future: A conversation between your management teams to develop future strategies And Much More... WBR DeZign",27);arrFiles[9]=new Array(10,"signature_club_operational_improvement_prog.htm","2006-02-27","Signature Club Operational Improvement","","","Your browser does not support script A COMPREHENSIVE APPROACH ON HOW TO IMPROVE CLUB PERFORMANCE AND ACHIEVE BUSINESS GOALS This process will provide a plan for any existing club to identify and achieve business objectives as related to the current performance level of your club or of a department, or when beginning a new initiative. Our team of industry specialists will help to remove barriers from the workplace that prevent people from doing their best work, therefore helping your club to achieve competitive and aggressive business goals. We accomplish this through a systemic mapping process to determine where you are now, where you want to be, and how to get there. Based on the Human Performance Improvement Model, this outcome-based approach will: 1) Determine business goals 2) Articulate the relationship of the goals to staff performance and club operations 3) Identify any gaps between desired and actual performance 4) Analyze causes of the gaps by looking at the following influences that may impede or enable performance: *Knowledge/Skills *Motives *Physical Resources *Structure/Process *Information *Wellness 5) Recommend intervention based on root cause 6) Implement intervention 7) Evaluate results 8) Throughout the process provide feedback for managing change strategies This program has been developed from the same design that many Fortune 500 companies have implemented with great success including Microsoft, FedEx, and Progressive Insurance. Contact Bonnie Mattalian for a complimentary consultation on how you can begin your Club Operational Improvement Program. With the implementation of this action plan, we guarantee your business will achieve greater success. Top WBR DeZign",20);arrFiles[10]=new Array(11,"day_spa_startups.htm","2006-02-27","New Day Spa Start Up","","","Your browser does not support script New Day Spa Start Up Staring your own spa? Congratulations and welcome to an exciting growth industry! Bonnie P. Mattalian’s services can help to ensure tomorrow’s success. An award-winning health club and spa industry veteran, Bonnie has a proven track record of positive results in start-up, strategic planning, operations and performance improvement. Her focus is on profit and loss responsibility, productivity, service excellence, staff development and training. Bonnie offers a full range of programs for: DAY SPAS SPA OWNERS SPA MANAGERS SPA SUPERVISORS FRONT LINE STAFF The difference between a successful start up and other spas can be found by: Planning/Contingencies Risk Reduction Cash Flow Projections Operational Delivery/Timeline Operational Support and Management With nearly 10 years and successful experience in opening numerous facilities, let us provide cutting edge industry expertise for your new spa, based on your vision and goals. Select from any or all of our customized plans: Site Selection Customized Operational Systems Operational System Implementation Plans Layout & Design Staffing Models/Job Descriptions/Compensation Plans Detailed Timeline and Start-Up Checklist Membership Agreement Design Equipment Layout/Selection Programs Design Detailed Department Inventory/Supplies List Inventory & Expense Control Design Project Timeline Organizational Board/Chart Staff Hiring and Training Plans NEW SPA ADMINISTRATION/OPERATIONS: Bonnie P. Mattalian’s services can help to ensure tomorrow’s success. An award-winning health club and spa industry veteran, Bonnie has a proven track record of positive results in start-up, strategic planning, operations and performance improvement. Her focus is on profit and loss responsibility, productivity, service excellence, staff development and training. Bonnie offers a full range of programs for: DAY SPAS SPA OWNERS SPA MANAGERS SPA SUPERVISORS FRONT LINE STAFF Once your spa is opened, there is a whole new world of opportunity for your business. Planning in advance with the following systems and tools can support your spa model. Let us bring you peace of mind knowing our checklists and systems can deliver your operational goals through the following services: Performance Benchmarking Spa Policies and Procedures Staff Job Descriptions, Compensation Plans Human Resource Needs: Employee Surveys, New Hire Checklists, Performance Reviews, etc. Staff Training and Development Plans & Workshops (click on this to go to Workshops Topics) Events/Programs Calendar Inventory Controls Expense Management System Client Feedback Systems Experience Management Systems Department Production/Performance Standards & Checklists Profit Center/Ancillary Revenue Plans Repair & Maintenance Systems Emergency Procedures Strategic Growth and Development Programs and Workshops Top WBR DeZign",25);arrFiles[11]=new Array(12,"contact.htm","2006-02-27","Contact Information","","","Your browser does not support script Club & Spa Synergy Group P.O. Box 4173, River Edge, NJ 07661 Phone: 732.236.2273 Fax: 201.343.2926 Email: bmattalian@clubsynergygroup.com Website: www.clubsynergygroup.com 10 Ways To Increase Business in the Next 30 Days! WBR DeZign",13);arrFiles[12]=new Array(13,"articles.htm","2006-02-27","Articles","","","Your browser does not support script CLUB INSIDER NEWS February 2006 “Best of the Best” Consultants Feature Cover Story Bonnie Patrick Mattalian – Club & Spa Synergy Group (1)In your own opinion, what is the single greatest thing a club owner/operator can do to succeed, when the club numbers and oversupply of club products in North America is outpacing the membership growth, thus creating an excess club supply that very likely will result in a club industry ‘shake-out’ ? Those clubs that make a concentrated effort to know their members and create experiences to enhance the value of that relationship will likely thrive. It’s time to start looking under the hood of your club to define new business goals and figuring out what the tie-in is to staff performance. If your staff is not consistently performing at their peak, the ROI on facility improvements, equipment, marketing and programs will be minimal at best. Invest in your staff through better hiring practices, performance based compensation, training and development. Then manage the experience and the relationships with your members, vendors, community and industry networks. (2) When consulting with a club owner, what steps do you take to cause an excellent, very productive working relationship with your client to happen? What makes a good client? What makes him ready to benefit from yourconsulting expertise? How do you help him to use your services fully? We start by articulating business goals to help uncover any challenges. Sometimes clients have a hard time defining “done”. We ask questions, and conduct an in depth analysis of the current vs. desired performance state. Our work is a results-based partnership. Requirements for successful partnerships include: 1)Embracing mutual goals 2) Desire and readiness level to change 3) Clear communication channels 4) Trust in each other and the information/process 5)Shared values, integrity 6)Shared knowledge and commitment Our clients who benefit most from our services also participate in ongoing quarterly training, reserved for a limited number of selected clubs. We support the training with take home assignments at the club level, and consistent phone and email follow-up for accountability to help support the change driven by the training. Our goal is to give clubs what they need to be successful, and then to let them run with it. We continue ongoing communication with a client even after a project is completed, and send to them vital information that may provide some benefit to their business. (3)What is the main area you consult in? How have you made a difference with your clients and their success? CSSG helps to deliver bottom line results for existing clubs and spas, or those under development. Our team of nationally recognized industry specialists have provided turn key solutions for individual departments, with proven performance in hundreds of selected facilities worldwide. This collective experience affords us the ability to help owners and operators make critical decisions that will save time and money. Our strengths are in defining the problem statement, determining the performance gap analysis, providing solution recommendation definitions, and most importantly – implementation and change management. For clubs that are starting up, our in-depth feasibility analysis provides a strong launching point for developing the business strategy. We provide operational systems, timelines and templates for successful implementation from vision to result. (4)How do you define a successful consulting assignment? Change always takes longer than we’d all like. Any positive shifts that impact performance or growth contributes to current and future success. We provide our clients with a quality guarantee, stating that our work and leverage are directly impacted by the level of commitment from all partners and stakeholders, and given that circumstance, our deliverables will be accurate. Success depends upon the initial scope of work needed, and can be defined in ways such as providing education and tools, resolving the initial problem statement, analyzing root causes, removing barriers to success, identifying potential solutions, closing the performance gap, or delivering business results. A step towards reaching those goals is presenting focused problem identification and understanding how any move impacts the operations of the business, while minimizing risk. If we’ve helped our client to execute the change or to open their new club successfully based on realistic timelines, strategies and goals, we’ve done our job. As a partner in their business, our client’s success is our success. As our clients’ success triggers business growth and development of additional clubs, we help them manage that growth and change. We’ve walked in their shoes, and have an understanding of every challenge. Frequently we say to our clients, whether they’re seasoned club owners or completely new to the industry - “We’ve got your back”. We educate, coach and motivate their staffs to embrace that same mentality, and together we brainstorm opportunities, and celebrate success. We navigate all the roads with you. Our maps and methods can get you where you want to be sooner. Club & Spa Synergy Group P.O. Box 4173, River Edge, NJ 07661 Phone: 732.236.2273 Fax: 201.343.2926 Email: bmattalian@clubsynergygroup.com Website: www.clubsynergygroup.com THE CLUB EXPERIENCE: DEFINING YOURS By Bonnie Patrick Mattalian from Club Insider News January 2005 Look around our industry and you’ll see a myriad of types of clubs: from the small, do-it-yourself facilities for convenience, to the sprawling 200,000 square feet multi-use clubs, to the urban/funky/hip group exercise-driven clubs, to the nationally known franchises, to the personal training/yoga/pilates studios, to the local average middle-of-the-road club. By providing such a selection, consumers are attracted to certain clubs for a number of reasons for each individual. Even those of us who have been around the industry for a while need to look at our total club experience, to refresh and raise the bar, in order to keep attracting members and to keep our existing members satisfied. I had the pleasure of working with Lou Carbone of Experience Engineers at The Health and Wellness Center by Doylestown Hospital. Carbone helped Disney create the “how” of the “what” of the Disney experience. So many of us talk about creating exceptional customer experiences. How we do it is a different story. The delivery of service must be managed through an experience management system, including metrics to understand what is working, and what still needs work. Carbone says we can’t NOT have an experience – sometimes it’s a good one, sometimes it’s not so good, sometimes it’s just OK. Consumers have a choice, and their choices are based on personal preferences. It’s up to us to understand their preferences, and deliver a full experience to truly help motivate them to either join the club or to stay a member. Here’s an important exercise you can do to help define your club’s experience, that will also help in responding to the questions that follow in this article: · What three words define how your members feel? · What three words define how your members WANT to feel? Recognizing these differences, and creating solutions to move towards a member-centric experience can help chart the course for your club’s success. We can look at some ideas to help acquire new members and retain our existing members in the following categories: Programs, Product, People, Pricing. PROGRAMS Many facilities do an excellent job of promoting their programs. More and more clubs are embracing the idea that programs can help existing members to achieve their goals, and can attract people who are not members in to the club for a one-time or short-term program, with the hopes of converting the latter group into members. How many of us have tried offering programs, only to have low or no attendance. Why does that happen? A program is only as good as its presenter, but more importantly, as it is promoted. The typical flyer on the locker room door is a good start, but our members need more. Try a multimedia approach to promoting programs to members, such as: Have group exercise and aquatics instructors mention the program at the beginning or end of their classes. These instructors are very much the “Pied Pipers” of our clubs, and what they say, the members will follow. Utilize email. You should be able to do mass emails to members from your club software. Better yet, gather demographic information on their likes, needs and goals, and specifically target that member with an email notice when a program is being offered that meets their needs. Utilize other software. FitLinxx can send a prompted email to all members as they log on to their system. Retention Management helps keep members utilizing the club with electronic messages and offers to their home email, sorted by user type. Look into electronic displays. DMX offers great new lighted changing display boards. Try a few in your club. Have a “you gotta trip over it to not see it” display in the club. The more elaborate and wild, the better. For example, when offering a new skiing conditioning class, put together a display including skis, ski boots and poles, some fluffy white cotton for snow, and a display poster. Have a sign up sheet for those interested right there at the display. Then have a program coordinator contact the person, and motivate them to come to the program. New member orientation. Offer 1-5 fee programs for free for new members, for a limited time. Have trainers steer new and existing members into special programs, based on a rapport with individual members. Hold staff accountable for signing up a certain number of members into programs. Have reception staff call attention to special programs for members at check in. In the program itself, offer an incentive to sign on for the next program. Hire spectacular, energetic program leaders. This is the single most important aspect of whether a member will join a program (they heard about this leader) or will sign on for another program (they enjoyed the leader so much and accomplished the desired results). PRODUCT Your facility can attract members who have an understanding of the culture of your club, if they can easily get there (5-12 minute drive), if they could feel comfortable in your club, and if there are other people similar to them in your club. The way your club is portrayed in your external marketing is critical to the type of prospect you will attract. How clear is your message? What do your models look like in your ads? Is your website up to date and easy to maneuver, attracting new members? Is your offer price driven, or does it present the value of your club membership? How does a prospect feel when he or she walks into your club for the first time? How does someone on a trial membership feel when they try out the equipment or a group exercise class? Are they truly receiving the experience they’re looking for, with little or no staff interaction? How is the new member integrated into the club to assure they will stay with it? What is the physical plant of the club like: upscale, clean, hi-tech, homey, warm, noisy, etc.? Look at what a person sees when they pull up to your club, and when they first step foot into the club. First impressions are made in the first 3 seconds of someone walking through your door. What is the FIRST impression and feeling you want someone to have? Comfortable and friendly are the most popular words. Delivering comfort and friendliness in the way your entry is designed, what staff says, how they look, and keeping the specific needs of the type of member you want to attract and retain is key. In the sales process for a prospect, try to engage all of their senses: see the display console on the treadmill, feel the smooth motion of the elliptical, touch the water in the pool, smell the moisturizer amenity in the locker rooms, taste a fruit shake or protein bar. PEOPLE As mentioned above, hiring and maintaining spectacular staff is the best way to attract and retain members. Take a look at your hiring process. Besides interviews, try having the person work for a few hours in a setting in the club. Do they think on their feet? Are they proactive and outgoing? Do they ask questions? Do they smile and make things fun? Look at your existing staff. How do they interact with members and with each other? What types of ongoing training and staff development do you provide? How does your staff communicate to guests and members? How do they know who is a guest and who is a member? Look at your department managers and your General Manager. What type of leader are they? What are the words that come to mind when you think of these leaders? Are those words the words that identify your club? The leaders create the culture of the club. The members and prospects will have an experience based on the culture created by your leaders, implemented by your front line staff. PRICING I intentionally kept this category for last. It’s not just about the price. Think about it – we’ve all been to Disney, and we keep going back to Disney. We wait on lines, pay a lot of money to go there. For what? For the Disney Experience. If a member has an experience that is preferred for them, whatever that looks like to them, they will gravitate toward what is best for them, despite the cost. Pricing programs, services and memberships is important – second only to having the right people delivering those items. Know your demographics and the desired experience. This is what will then drive the fees. Profitability is expected in a preferential experience model, if the experience is managed, delivered and measured. The value of your services needs to be very clear to each individual. How this is promoted and explained is critical to the individual understanding what the services are, how they work, and what it means to them. So training, communication, and staff audits are critical to delivering the correct message. MEASURING THE EXPERIENCE DELIVERED In future articles, I will be addressing intake processes and follow up, and metrics for successful experience delivery. These seem to be the areas where clubs can easily differentiate themselves for their defined and desired experience. Of course it is equally critical to measure expenses against the delivery of the services to ensure profitability. But if everything else described above is in line, it can be done. Take a look at your club, your staff, your programs, your pricing, and then look at your members and your prospects. Does the experience they’re looking for in those three words that describe how they want to feel get delivered consistently? We’re in a great industry. Finally we have become a part of health care. Disease management and chemical “fixes” (pharmaceuticals) have been the driving forces of health care in the past, successfully to an extent. People with chronic conditions account for 78% of all health care spending. The percentage of our population who has single or multiple chronic conditions is staggering. Obesity and sedentary lifestyle alone comprise the majority of our population’s risk factors now. If we can refine our intake processes and follow up with members to assure retention, the results will follow, including hugely significant healthcare savings and longer, healthier lives. I encourage you to take a moment to reflect on the experience you create for your members and prospects. With statistics like those above, it’s worth it to create and manage positive experiences, for a profitable business, to improve the economy and to help save lives. Top WBR DeZign",63);arrFiles[13]=new Array(14,"best_finds.htm","2006-02-27","Best Finds!","","","Your browser does not support script June Jacobs www.junejacobs.com Club Insider News www.clubinsidernews.com Retention Management www.retentionmangement.com WBR DeZign Group, LLC www.rosawebs.com More Coming Soon! WBR DeZign",14);arrFiles[14]=new Array(15,"about.htm","2006-02-27","Biography","","","Your browser does not support script A recognized industry veteran with 23 years of experience in clubs and spas across the US and around the world, Bonnie Patrick Mattalian brings a wealth of knowledge and experience to any project. A recipient of the Club Industry/Life Fitness Distinguished Businesswoman’s Award, her resume includes hands-on operational start-up and turnarounds of more than 40 facilities, with an emphasis on strategic and fiscal responsibility, systems implementation, performance improvement, member experience, and staff development. She acted in a national capacity for The Fitness Company, overseeing training and education for General Managers and front line staff in their facilities in 13 different states. She also was responsible for the development of the Spa Division for the company, and assumed project manager status for the start up and development of the Medical Wellness Division. As General Manager of the company’s flagship club at the World Trade Center, Mattalian led the club to uprecedented successful operations and proftability. Sadly, the club was destroyed in the tragedy of 9/11. Mattalian received acclaim for two NOVA 7 finalist awards for club design and integrated clinical exercise programming as Project Manager for FitCare LifeCenter by Doylestown Hospital. She also helped to develop the successful Silk Day Spa in New York City, the third largest day spa in Manhattan. Other projects of note include the Club at Woodbridge, Plus One (nationally), various hospital-based clubs, Excel Health and Spa, Ethos Fitness + Spa for Women, and over 30 others. As Principal and Owner of the Club and Spa Synergy Group comprised of selected industry consultants, Mattalian recently was selected by Club Insider News as one of the top 7 consultants in the fitness business. Currently Mattalian is launching a new program for improving club performance. Based on the Human Performance Improvement Model from ASTD, the process helps deliver bottom line results to clubs by presenting data on gaps, defining barriers to success and identifying potential solutions. The same process has been implemented by many Fortune 500 Companies including Dell Computers, Progressive Insurance and Microsoft, resulting in an increase in business performance of 300-700%. Mattalian is a contributing author for many major industry publications, including Club Industry, Peak Performance, Club Insider News, and has presented at IHRSA 2006 and for The Medical Fitness Association. Her work has been highlighted in The Wall Street Journal, USA Today, Club Success and Shape Magazine. Community volunteerism is an important part of Mattalian’s philosophy, as is evidenced by her work with abandoned and abused children, forming community block watches, and leading the effort to successfully raise 300,000 for a local girl who needed a heart transplant. Although she no longer performs, Mattalian is active with the Broadway community, assisting dancers transitioning careers as a mentor and role model. Club & Spa Synergy Group P.O. Box 4173, River Edge, NJ 07661 Phone: 732.236.2273 Fax: 201.343.2926 Email: bmattalian@clubsynergygroup.com Website: www.clubsynergygroup.com WBR DeZign",19);