How Personal Trainers Can Create the Remarkable
A buzzword currently circulating among marketing gurus on the Web is "remarkable." That is, what is it that you're doing which causes your audience, clients, customers, whoever to talk about you (and not like a dog.) An interesting post over on Remarkable Communication describes two hot dog street vendors, and made me start to look at this whole "remarkability" factor in my environment.

Of course, it's easier to talk about other people's remarkability rather than one's own. So I'll write a bit about an idea I had today: How personal trainers can increase their remarkability.

The idea's blindingly simple. Every so often - at least once a week - email your clients individually. Find something remarkable in their previous workout session and tell them about it. Guide them to an interesting article online. Encourage them to keep up with their diet/nutrition plan. The key is to come up with something encouraging and positive for each client - and not a canned missive that they'll trash without a moment's thought. Tailor the message to the person.

This may seem to be a lot of work, but it can be done with some planning* - and jotting down notes on the client's chart.

I worked out all last year with personal trainers, and none of them were shy, reserved, quiet and self-effacing people. They were fun, energetic, supportive, exciting people. None of them, though, made a point of extending their presence into my thoughts once I left the gym.

My idea would start them down the road to remarkability, since I don't think many trainers do this.

After they get comfortable with this idea, then they can start blogging! (Hot Dog Impresario Biker Jim has a blog - after all, people will talk about anything.)
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*Whenever I think of planning, that Monty Python sketch (Episode 4) about "defending yourself against attack from fresh fruit" comes to mind:

Self-Defense Instructor (SDI): Come on, come on you worm...you miserable little man. Come at me then...come on, do your worst, you worm.

(third man runs at him; the SDI steps back and pulls a lever; a sixteen-ton weight falls upon the man)

SDI: If anyone ever attacks you with a raspberry, simply pull the lever...and a sixteen-ton weight will drop on his head. I learnt that in Malaya.

Student: Suppose you haven't got a sixteen-ton weight?

SDI: Well that's planning, isn't it?

10 "Get The Body You've Always Wanted" Tips, Tricks and Motivators

It seems, no matter where you turn, we're obsessed with body size, exercise, and portion size. I'm obsessed as much as everyone else. So I came up with the following fitness tips and tricks to keep you motivated as winter (or at least fall) approaches. I use all ten myself, so they work (at least for me.) Feel free to add your own to the comments section! Just be sure to check with your physician if you've been a couch potato for too long and suddenly feel the urge to become Charles Atlas. Full disclosure: I find #3 the toughest to follow, unless it's combined with #1.

1. Invest in "Personal Buttkicking" (PBK)
Sign up for, but don't spend all your money on, PBK - my term for Personal Training. A trainer's expertise, motivational skill, personality and sense of humor will do wonders for your workout. Most trainers charge between $65-100 per 50-minute session, so it can get expensive. If you're strapped for funds, ask if you can contract for two sessions (I'll explain why in a minute.) Some gyms offer new members a couple of sessions gratis; if you're not new, watch for specials, or take the initiative and ask about discounts. Maximize your sessions by asking for diet and exercise tips for when you "go solo" again. Good trainers will provide you with simple meal and workout plans without being asked. Good trainers will also ask you about your goals. My reasoning for a minimum of two sessions? Trainers love clients who put everything they've got into their workout, and do it with a sense of humor. If you can muster a laugh when you think you're going to die, the trainer will remember you. Workout on your own when the trainer's with other clients and you'll feel like your in the classroom and the teacher is watching. I've had trainers volunteer tips and motivation for even after we've completed all our sessions. That's motivating!

2. Watch motivational/inspirational television shows
A steady diet of crime, murder, terrorism and political scandal on news shows, day and night soap operas, and Law & Order SVU (which I love) drains our energy. Content that's sarcastic, violent or features Brad Pitt feeds our inner critic and exposes us to hopeless scenarios. Try finding shows that feature people doing extraordinary things, that highlight creativity, and/or present others in a more positive light. "The Biggest Loser" is a good choice. "Wife Swap" is out of the question.

3. Replace your "cheat day" with a single "cheat item"
The trouble with "cheat day" - that all important 24 hours when you can eat whatever you want - is it expands too easily into "cheat 3-day." "I'll splurge on breakfast today," you rationalize, "lunch tomorrow, and dinner on Monday. I'll eat healthy the rest of the week. "Cheat meal" can go the same way, too, if you eat donuts in the morning, bacon at lunch and, what the heck, a cheesburger, fries and diet coke at dinner. I suggest focusing instead on a once-per-week cheat ITEM. For example, ice cream. Limit yourself to a pint, which forces portion control. Only buy one pint each week, close to the time you're actually going to consume it. Choose the "healthiest" brand you can find. You don't have to jettison taste - there's lots of great low-fat, low-cal, or light ice cream and sorbet out there. Take it home, give it your full attention, and eat it slooooooooooow, because that's all you get until next week. Your goal is to stop confusing your taste buds and acclimate yourself to enjoy healthier food.

4. Take stock and push ahead of the curve
I took this from my "Happiness Commandments." Basically, it's about training your mind to deal with workout pain. There are times I'm riding my bike or lifting weights at the gym when the miles or the pounds get ahead of me. I feel like something needs to pull me along, instead of pushing me from behind. At these times, I take stock of my body, asking myself "am I going to have a heart attack? A stroke? What hurts? My butt?" When I find I'm not doing too badly, and when I let my legs or arms or whatever hurt, I can compartmentalize the feeling, and keep it from taking over my entire body. And if I'm not going to have a heart attack, then I can push myself harder.

5. Sign up for a 5K
You've got to have a goal to work for - and in most cases, merely stating your desire to lose weight or build muscle isn't going to satisfy you in the long run. Have an actual event to work toward. Running your first 5K, bicycling in a charity ride, even going on a cruise or attending your high school reunion are good events to consider. Get your goal outside yourself, and you'll achieve what you need inside yourself.

6. Ask for a spot
If you're new to this whole gym thing, you could find it daunting. You might flash back momentarily to gym class in school. There's a big difference now, though. People might look focused and mean in a gym, but they're really just focused. Ask someone to spot you for a set of bench presses. You'll find that most gym denizens are happy to help out once in a while. You might even find a workout partner.

7. Find a gym as close to work or home as possible.
This is the old "location, location, location" thing. But it's especially true for gyms. Ideally, a gym should be walking distance from home or the office. If not, then try to locate one on your route from home to the office. If you don't have to go out of your way, you're more likely to get that workout in, even if you're tired and hungry and hate your life.

8. Watch out for endorphins*
Not so you can avoid the little buggers, but so you can realize when they kick in. Endorphins are chemicals your body releases, usually after some stress, which make you feel good. You may have heard the term "runner's high." That's a result of endorphins. After a stressful physical workout, your body dispatches these chemicals as a way of smoothing over the pain. It usually happens to me after a long bike ride. Watch for a general rise in your energy level an hour or so after your workout. Some people feel lighter, others more focused. Learn to recognize these feelings. If you find a way to bottle them, you'll make a fortune.
˙ǝpıɯɐpuɐuɐ pıouıqɐuuɐɔopuǝ ǝɥʇ ʎllɐǝɹ s,ʇı os 'ʇɥƃıɹllɐ*

9. Schedule your workout during your daily "transition times"
I have three daily "transition times," when my body forces me to get up and move: immediately after waking up (6:30am), lunch (12 noon), and the "late afternoon stretch" (5pm). My brain is no good at these times - but my body's jockeying at the gate. Pay attention to what your brain and body tell you during the day, especially those times your brain acts like a two-year-old and yells "I want to play!!!!" Then let it!

10. Buy something you almost can't fit into - but want to one day
Something tight, form fitting, and from the athletic store will do fine. Buy it even if it shows all your folds and bulges. You might even think the shirt or workout pants accentuate your love handles, etc. That's fine! You want it to! Then it will be easier to see your progress a few weeks down the road when the lycra doesn't have to strain so much.
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This post was inspired by the Tips and Tricks blog writing contest announced yesterday at Daily Blog Tips. Thanks for the opportunity to enter!

Whatever Happened to Personal Training
I spent much of 2006 in the massive, capable, and torturing hands of personal trainers at my gym. I haven't totalled the exact amount of money I spent last year on having experts tell me what weights to lift and for how many reps. But it's surely in the thousands of dollars. And while I really didn't achieve my (ridiculously) high personal goals, I did achieve something. I realized, once and for all, that to be massive with non-massive genetics, you need illegal help.

But that's a step I was unwilling to take. So here I am, back to working out on my own. I'm the same weight I was last year at this time. I think I'm going through some kind of withdrawal, in that I'm finding it tough to get motivated to actually go to the gym. Last year, it was the money I was paying, along with the knowledge that I really didn't have to think once I got there, that kept me going and going and going.

But I have noticed one thing now that I'm back to working out by myself. I can concentrate better and get into a zen-like (like I know what zen is all about) state when lifting. Whether that's just because nobody's watching me now, or because I've actually progressed somewhere in my workouts, is hard to tell.

One thing for sure. If I don't go back to the gym, all last year will definitely be for nothing.

Living in DC - Some snippets of good customer service
I've complained for awhile about the lousy customer service I've gotten over the past few months. Now it's time for me to talk about some good experiences I've had recently.

It Was Easy: My cordless phone broke, and the manufacturer seemed to think it was the battery. I wasn't so sure. I went to Staples south of Dupont Circle and asked an employee what he thought the problem might be. "You know," he said, "if you buy the battery and that's not the problem, you have 14 days to bring it back." I didn't even have to ask. It turned out the phone was broken - and the new battery didn't help. I took it back and they immediately refunded my money. It was easy.

Invisible to the Customer: I'm Wi-Fi-ing my laptop. My awesome computer guy at work suggested some routers and where to purchase them online. I went to Pricegrabber and ordered one from TigerDirect. I didn't put any special rush on it. That was Monday night. It got to my condo yesterday afternoon!

...and one that's not really "customer service" but just a message from a really nice guy:

Personal Training: I got an email last night from PD, my personal trainer at Gold's for most of last year. He was transferred to another gym near the end of August. Something had reminded him of me and he wanted to know if I was still hitting the gym and hoped everything was going well.

Now I'm just hoping that the Gods of Marketing and Other Disasters don't feel the need to rain down misery on me for the next few weeks. Especially since I'm currently getting enough of that at work!

Enough About You - What About Me?
Some thoughts on customer satisfaction surveys...
Gold's Gym emailed me a customer satisfaction survey at the end of January. I was getting ready to go on vacation, so I ignored it. The other day, I saw a banner in the gym advertising a new contest they're running with Men's Fitness. I flashed back to the previous contest I entered - "Win a Gold's Gym Workout with John Cena" - and remembered "they never let me know if anybody won that."

Then I thought of the survey, and reasoned "I can at least fill it out BEFORE I start complaining."

I took a look at it a few minutes ago. It's about 12-15 Web pages of questions about what I thought of the facility, the machines, the weights, the staff. I kept clicking through it, not choosing any of the ratings, looking for a question about ME. About 8 pages in, and a couple of pages before the end, I got to those questions. "What part of your body do you most work on," with a list of body parts/muscle groups, and "what are your overall fitness goals. Then the end page, with a box to write in additional feedback.

When I tried to go back to actually fill out the survey, I got the "Thanks for answering the questions" page.

I didn't answer any questions! But I do have these thoughts:

1. Any staff member can walk through the gym and point out the things that work and those needing improvement. You're asking me to do what is basically your job - keep track of the establishment's upkeep. Don't you have standards of operation? If the elliptical machines are squeaking, do you have to wait for a member to let you know about it via email? Can't you walk around at 12 noon and 6pm and see if the two benches have lines of people waiting to use them?

2. The questions about me you're asking via the survey - isn't it a little late for those? I remember a trainer asked them when I joined in early 2005. As did all the other trainers I worked with. I'm not sure what you're going to do with the answers I give online - probably compile them with all the others and draw a chart to show the board of directors: "As you can see by this PowerPoint graph, 87% of our members join to lose weight. That's in keeping with the overall estimation for the years 2005-2009. We recommend that staff continue to ignore members unless they want to sign up for personal training."

3. You ask on one page about personal training - mainly, have I had any experience with trainers there. Um, I spent about $5,000 in 2006 on personal training at your gym, which you kept track of in your computer database - AND YOU DON'T KNOW THIS?!?!?!

4. I may have gotten the exact wording of some of these questions I cite above wrong.
I'd like to go back and make sure I understood them correctly. But, I can't, because I'm now locked out of the survey. (This also goes for if I wanted to go back and change any of my answers.)

5. The final page of the survey states:
Thank you for taking a moment to provide us with feedback regarding your Gold’s Gym membership. Your answers will allow us the opportunity to consider possible enhancements to our facilities, as well as ensure that the service you receive from Gold’s Gym continues to exceed your expectations.
At this point, I'm reading "possible enhancements" as "we have to write the word possible because we can't promise anything," and "exceed your expectations," as "we haven't got a clue as to what your expectations are."

Sorry to be so negative, but I'm reading all this customer service information and I see what the Web is capable of and I spend all this money and still I'm A) expected to do the staff's work, and B) not worthy of any staff member asking me any of those questions in person.

I guess it's because I'm not on the A-List.

How Can Gold's Change Your Life Today? Improving Customer Service At A Gym Near You

I've paid my membership fee every month to one gym or another for years - and none of them have ever asked me if I was happy. If asked, I'd offer these improvement ideas...

Don't just email me ads for merchandise. Publish an email newsletter with workout tips, science-based exercise physiology pieces, nutrition ideas, motivation tactics.

Turn members into personal training clients by offering training at reduced prices. Heck, offer longtime members one free personal training session a month. During off hours. My gym's empty at 10am, 3pm, and it may even be empty at 9pm.

Feature member training goals, stories, aspirations on your Web site. Start a blog if you need to. Gold's tried something like this - they asked me to write up a testimonial for their "Wall of Fame." That was over a year ago. It's still not up.

Show personal training clients how much you care by arranging personal appearances by local fitness guru, bodybuilder, athlete or sports figures. Gold's tried this too - they recently ran a nationwide contest for members to win a training session with John Cena. Who won? Search me. I never received an email, and there's nothing on their Web site.

Don't offer me discounts on clothing. Use me as a billboard. Set me up with a couple of t-shirts, or a cool gym bag, or a baseball cap. Something that fits. Gold's gave me a t-shirt when I joined. XL. Although they could see I'm a M.

Greet me at the front desk and say "so long, thanks for working out!" when I leave. Front desk staff are the velvet rope people - and your members are the rock stars. Don't let the front desk staff become the Maginot Line. And resist the urge to conduct staff meetings there.

If staff is "on the floor" (i.e., anywhere they can be seen by members), then they should act accordingly. I've seen too many staff at too many gyms sitting in front of computer screens, doing who knows what. At Bally's once, I took a weight off a bench press bar and leaned it against the bench itself, since the rack was all the way across the room and I was going to use the weight again. "We don't lean weights against the machines," a staff person told me. No, I thought, we just stand around being annoying.

Pay attention to what equipment gets used, and what doesn't. Why do all gyms have racks of 100, 200, and 300 lb dumbells? Do the weight manufacturers sell sets and require you to buy what you really don't need? Have you ever seen anyone use these monster weights? Just think what you could put there instead - more useful dumbells, or another flat bench. It might help this kind of thing from happening.

If you're a chain, make it simple for a member in one city to work out at your gym in another city. We don't care if you're wholly owned and operated, or a name-only franchise with its own membership rules. If you're name's on the door, it's your's. I'm still not happy with the way I was treated in Fort Lauderdale earlier this year.

PBK Recap
After almost a year of personal training, I've concluded:
1. I have made gains, although they are modest.
2. I would like to continue, but unless I get a better paying job, I'll have to work out on my own starting in 2007.
3. I don't fall in love with every trainer assigned to me.
4. 50-rep squats (no, not all the way) are the most painful exercise ever.
5. Unless I reconfigure my dna, develop a taste for steroids, and work out a stupid number of hours, I'm probably never going to look like JC.

A Tale of Three Trainers
A couple of weeks before I went on my Awesome End Of August Vacation, my trainer PD was transferred to another gym. That was tough - we'd been together since February. But I marched on. PD handed me to Squatmeister TM, so named (by me) because he believed that in the Squat lay the secrets of the universe and the saving of the world. "He believes everybody should squat," said PD. "Women, teenagers, babies...everybody."

Squatmeister also believed in worshiping a holy trinity of workout moves: the afore-mentioned squat, the deadlift, and the bench-press. "What about bicep curls?" I asked. "Well," he began...

I was with him for about two weeks before I went on The Awesome Vacation. When I returned I found this email:

Hey Mike,
Hope your vacation is going well. I am writing to let you know that I moved this weekend out to R-- I have been asked to transfer to that gym. As such I will not be able to continue training at M-- for a bit. I have been pairing up clients with people I think work well together and I believe that you would work best with [D-Man]. I gave him your contact info so he will contact you about scheduling when you get back from your trip.

So, now I'm with D-Man, and he's producing the required effect of soreness that makes me believe I'm achieving something. The funniest part of all of this is the whole issue of diet. In July, PD suggested I bump my protein intake up to 200 g's per day. And, he counseled me to "go all out" on my cheat day, midnight to midnight. "Eat as much of whatever it is you want!" he challenged me. Well, after a McDonald's Big Breakfast, it's hard to eat anything the rest of the day. Now, D-Man is saying "PD told you that? No no no, man, you only get 1 cheat meal per week."

Anybody need a frozen cheesecake?