The Hedgehog Concept- the key to your Post COVID-19 success !

The Hedgehog Concept was originally based on an ancient Greek parable which stated, "The fox knows many things, but the hedgehog knows one big thing." Business researcher and consultant, Jim Collins, used this concept as a metaphor for business and personal success in his influential book, "Good to Great."

With the COVID-19 era now upon us the effects on our business and our personal lives will be long lasting even after a vaccine is found.  With this in mind it is worth examining the key concept behind the best-selling Business book Good to Great”  by Jim Collins.

Collins researched the reasons why a company or person can be successful in business. The hedgehog concept is basically about simplicity.  In the classic Greek fable the fox is a cunning creature, scattered and diffused moving on many levels in devising attacks on the hedgehog.  In contrast the hedgehog is a dowdy, single minded, creature, who meanders along in going about his day of finding food and building his home.

Every day the sleek, cunning, fast moving fox devises strategies to conquer the slow, bulky cumbersome hedgehog only to be met by a sphere of sharp spikes pointing in all directions as the hedgehog balls up in self-defense.  The hedgehog sensing danger knows what to do to thwart any attacks by the fox.

Despite the Fox’s speed and stealth in trying to conquer him, the hedgehog knows one big thing it is good at to repel any attacks. Even though they lack the lithe, limber attributes of the fox, hedgehogs are far from unintelligent.

As Collins says “hedgehogs aren’t simpletons, they have a piercing insight that allows them to see through complexity and discern underlying patterns. They see what is important and ignore the rest”

  Collins research found that successful companies were mainly hedgehogs with a clear goal for their companies while unsuccessful companies tended to be foxes with a vision that is scattered, diffused and inconsistent.

So what is your hedgehog concept?

The basis of the Hedgehog concept rests on a circular framework that each start with a question.  Where these circles overlap is the Hedgehog concept.

 I will use a personal example of the World Bank Fitness Center in Washington Dc to illustrate how the Hedgehog concept applied to my career

1. What are you deeply passionate about?

Providing great fitness classes and professional exercise and fitness prescription to the 7000 staff at the World Bank Fitness Centers

 2. What can you be the best in the world at?

Providing classes with personalized instruction, knowing names and creating a friendly, professional service culture. 

From the outset we knew that as a Corporate Fitness Center we could never match the facilities on offer at the high end Commercial clubs with their extensive equipment, in some cases 24 hour availability and many with extra facilities including swimming pools, steam rooms, towel services etc.

However what we could offer was high quality exercise classes with a dedicated team of Volunteer instructors, and qualified experienced Fitness staff.  Most importantly we knew that by employing staff who were true people, people who value building relationships over transactions we would be successful. This started from our front desk staff. While many fitness centers give lip service to employing first class front desk people. At the WBFC we were fortunate to employ a person who had a very personable nature and an uncanny ability to remember people’s names.  Also by using professionally trained in-house Volunteer Group exercise instructors the personal relationships with members was enhanced.

 3. What drives your economic engine?

Basically what drove our economic engine was to use the colorful vernacular Backsides on seats.  To justify our existence we could not be just a token effort.  We needed to have World Bank staff actively using the facilities.

 More than just following your passion.

  After answering the 3 questions, you have to determine where they overlap. The overlap is where the Hedgehog concept can be found; the central vision that supports the organizations strategy.

  At the World Bank Fitness Centers we developed a central vision using the mantra “Fitness First, first 4 fitness.”  Our vison was to be the first choice staff at the World Banks would make it seeking to achieve their fitness goals, encompassing the 4 major components of Aerobic, Strength, Flexibility and Body Composition.After identifying the Hedgehog Concept, organizations and individuals can improve by being a hedgehog and focusing on what they’re best at instead of being a fox and trying too many different strategies to achieve their goals.  

By employing our Hedgehog Concept of Fitness Firts, First 4 fitness we were able to attract and retain over 4500 members, which is significantly above industry averages for corporate fitness centers and a 95% approval rating in membership surveys.

Over to You

What do you think? What is your experience with the Hedgehog Concept / Hedgehog Principle by Jim Collins? Do you recognize the practical explanation or do you have more additions? What are your success factors for making strategic choices?

Share your experience and knowledge in the comments box below.

30 Years in Management – What did I learn along the way ?

It’s February 2, 1985.  A fresh faced 28 year old from Melbourne has just arrived in Adelaide, South Australia. He is about to embark on a career that in 30 years will take him around Australia and eventually the other side of the world to Washington DC.

 A career path that even now has some of his old Aussie neighborhood mates shaking their collective boof heads in disbelief.  But that’s another story for another time! 

 So here is what I have gleaned over my 30 year career in Management as a now slightly (ahem) less than fresh faced 58 year old!!

   Thirty years ago in February 1985 the new GJ Coles Adelaide Office, incorporating a"state of the art" fitness center, was built in an industrial suburb called Gepps Cross. Just across the road from an abattoir… lovely!!

    On a hot blustery Adelaide day, when the southerly wind blew, your nostrils would fill with the pungent odor of bull dust and the various other excretory by-products associated with dead bovine creatures.  Come to think of it, fast forward to today in 2015 with the World Bank Fitness Center only 3-4 blocks away from the White House, maybe things haven’t changed that much at all! 

     A faint whiff of bull dust has been ever present since I came here almost 22 years ago. Yes folks, be it Democrat or Republican bull excretion appear to be a non-partisan odor!

     I jest of course. From a 1600 sq. ft. facility with a weight training and Aerobics room  catering to about 110 members in suburban Adelaide  to 3 separate facilities of over 35,000 sq. feet with 5 group exercise rooms and over 3000 members in cosmopolitan Washington DC, the past 30 years has been some journey.

         During this time I have been involved in 8 major construction projects, advised many Corporations, and gained experience as a speaker and writer for international publication,s all while managing the day to day operations of some very busy fitness centers

        On a personal level, I have been fortunate enough to meet some great colleagues and members. Heck I even married one of them!

        On a professional level, managing people from the dinky di Aussies to an International Institution with over 140 different nationalities many of whom have never been to a Fitness Center before, has been a never ending learning process.

       Yes there have been some challenges, like the recent World Bank decision to explore the possibility of outsourcing, but as I tell my mates, I’ve enjoyed every day. In my mind I haven’t worked a day on my life over the past 30 years!

        You can’t ask much more than that! 

       So what have I learned that has helped me survive 30 years, in the every changing, and at times volatile, emotional business of Managing Fitness centers?

         Well I’m glad you asked!!

          Here are the 4 most important factors I believe are the keys to Management longevity.

         Success?  Well that’s for others to judge!! All I know is that I have survived 30 years with no major complaints about my behavior other than an atrocious sense of humor!

1.    Build Great Relationships!!

 The most important thing, I have learned it that it is all about relationship building. Whether it is with your work colleagues, members, volunteers, equipment suppliers, maintenance crew, or irate bill collectors. If you build relationship based on mutual respect and understanding you rarely go wrong.  As Steven Covey in 7 Habits says strive for "win/win solutions" and "seek first to understand then be understood".

  In terms of Managing staff, collaboration is the key and recognizing that not everybody is the same in terms of skills or motivation. Developing a set of Service Goals and Standards that are clear concise and agreed upon by all staff is a key to creating a great team.

  This is not an easy process but extremely worthwhile in the long run.

 The actual process is worthy of another blog in itself… stay tuned.

 2.  Build a GREAT product

 You can have all the great relationship in the world but it won’t mean a thing if you produce a lousy product.

   Notice I said Great not just good.  As Collins says in his best-selling book ‘Good to Great”, "good is the enemy of great”. You need to continually strive to be the best you can be and never rest on your laurels.  Adopting a philosophy of lifelong learning be it formal via education, certifications in the field or personal development via reading and seeking educational experience outside your expertise, helps one achieve this.

      This also means developing a thick skin and welcoming feedback about your product and yourself!!,   Feedback that sometimes is not easy to take. Again this comes back to relationship building. If you have built open, honest relationship based on mutual trust and understanding this feedback only help not hinder your own personal development and your product.

     Here is where goal setting, big hairy audacious ones and the use of Visualization come into play ,which again is worthy of another Blog in itself.

3. Have a sense of humor

      This doesn’t mean you have to be the local Jerry Seinfeld wisecracking on stage.

      My sense of humor is something I have had to modify during my time at the World Bank. I came to understand pretty quickly that the same ribald, gallows humor found in an Aussie Fitness Center is to use prevailing Management jargon not a “best fit” for an International Organization like the World Bank

         As a general rule I have found that if the humor is situational, never personal and with a tendency towards the self-deprecatory it is generally ok. You won’t always get a laugh but it definitely lightens the mood and makes for a more open congenial atmosphere.

     If people don’t laugh at my jokes I always blame my Aussie accent.

      My 2 older brothers tell me the reason people don’t laugh is because I’m not funny!!

      Hmmph, They have no respect those 2 .. never have !

 4. Always Drink Upstream from the herd     

   Will Rogers an American humorist and social commentator penned this quote back in the 1920’s. It applies the old farmer’s wisdom of smart animals and leaders stay apart from the crowd and don’t give in easily to Group Think.

   Drinking upstream where the water is clear and clean is much better than downstream where it may be polluted.

   The fitness industry is rife with misinformation and new trends and fads that are passed off as irrefutable fact.  Likewise in Management there are those all too willing to pass of their views as being the only correct solutions.

  This doesn't mean you should discount other people’s views, On the contrary if you have taken time to build relationships you will have many people willing to offer heart felt advice and you should cherish this as a sign of them looking out for you.

 However taking the time so sit back,think and make your own decisions and not succumb to group think is critical for a long career in Management

5. Experience life so that you manage with your heart!

 The Fitness industry like any field can be very narrow world, filled with its own esoteric jargon, social mores and modes of behavior. Remember with only about 20 % of the population exercising on a regular basis, we are outnumbered!!

 Taking the time to experience life through travel and mixing with people of different backgrounds and lifestyles helps us gain empathy and the ability to see the world from a different perspective.

  If the actions and decisions you make are from the heart, rather than “I am right mentality”, they may not always be popular but they will be respected.

Finally after 30 years folks, I couldn’t sum it up better than from the words of “Desiderata”the 1927 poem written by Max Ehrmann.

 “Enjoy your achievements as well as your plans. Keep interested in your own career, however humble: it is a real possession in the changing fortunes of time.”

 Here’s to the next 30 years. Wherever the journey takes me from here I don’t know but I guarantee it’s going to be even better.

 Thanks for being part of it !!

 Now it’s my birthday so where’s my beer!!

10 ways to Attract and Retain Talented staff !!

Employees come first. If you take care of your employees, they will take care of the clients." – Sir Richard Branson. " Founder“The Virgin  Group”.

So how do you make your employees 100% proud of the job they are doing as per Sir Richard’s advice.

Attracting potential employees to an employer with one of the most powerful brand names i.e. World Bank certainly helps, but that doesn’t mean you attract the right people.

In the attached photos taken over the span of 12 years you see nearly all the same smiling faces.

Here are some of the most important factors that helped us retain such great talented staff in a low paying industry like the Fitness business.

1. Establish that you are a Hospitality Business and employ accordingly.

During my 32 years in Management I have always been a big believer in ex IHRSA President John McCarthy’s view that “The fitness business is a hospitality business—bottom line.  Until people understand that, they really haven't entered the high road of the business”. (John McCarthy IHRSA President, CBI magazine, Oct 7, 2014)

By creating a community within a Corporation and doing all the things a good hospitality business does, like remembering names and providing a great service and product you will go a long way to creating value.

Of course you have to choose the right staff to work in a hospitality business. How you determine that is a key factor in attracting the right staff. While I am a big believer in higher education, I also looked at an applicant’s resume to see if they had worked in service industries or as a volunteer for a non-profit organization.

I would also schedule the face to face interview during our busiest time and have the potential employee tour the facility with me or my very popular Front desk person Dosseh. By doing this we could see how the applicant reacted to customer interaction and friendly banter. Did they seem shy or introverted, maybe even disinterested? or did they engage and seem enthusiastic with the interactions?  This was a good way to observe body language and gauge if a person really is a true “people person.”

2. Create strong “Brand loyalty” for members and staff

Many books and articles have been written on Brand Loyalty.  Creating Band loyalty starts with simply knowing people’s names, greeting them as they arrive and leave your center.  A smile, and genuine warm hello and goodbye, makes a people feel like they are appreciated.  This builds lasting relationships that at least make people think twice before joining another club.

People like to be recognized. The big mistake many Fitness Centers make is that once members’ sign on they become just another number. Most fitness centers are hopeless at this. Swipe your membership card and that is virtually the last human contact you have. 

The same applies for people working at your fitness center.  If the person who works at your center is treated as a professional is 100% proud of the job they're doing, if you give them the tools to do a good job, they're proud of the brand, if they were looked after, if they're treated well, then will be happy and do their best to make sure members get the best product possible and a nice experience. . If employees are just viewed as another source of Personal Training revenue they will not be fully committed and only provide an “I just do my job and go home “ service.

3. Support training and lifelong education

Creating a culture of lifelong learning and support of educational initiatives will ensure the staff stay current and provide members with the best facilities and services possible. This creates a culture where employees are appreciated, valued and made to feel part of something worthwhile.

At the World Bank Fitness Center we encouraged education, not just in Fitness. We also provided training in hospitality with professional organizations like Ritz Carlton and in personal development with sessions on Public Speaking, Voice Projection. Role plays on customer service and conflict resolution were another very effective educational tool.

4. Create a Mission statement and Service standards with strong staff buy in

 For our team at the World Banks Fitness Center our key values were encapsulated in our CRAP Communication system and our Service goals and Action Plan  for the Best Corporate Fitness Center in the Whole Wide World described in my previous Blogs.

While most businesses go through the requisite exercise of defining key values or composing mission statements, they often become just nicely framed murals hanging on the Managers wall. It is very important to understand the importance of regular and repetitive presentation of these core aspects of the business. This leads to another important aspect of attracting and retaining staff

5. Communicate, Clearly concisely and regularly

In my experience, the single biggest problem staff has with Management is lack of Communication.  As General Manager of the 3 Centers,I would send out an email to all staff we called Mike’s Daily CRAP very early in the day (pre 6 a.m.). This  was a concise email  welcoming staff  to the day and detailing any relevant, operational issues, promotions etc. and tying this in with our CRAP acronym and our Vision to be “the best corporate Fitness Center in the Whole Wide World.(BCFC in the WWW)

6. Fortnightly Fitness Staff Meetings and Annual retreats

 Rather than rely solely on words on a page, our fortnightly team meeting for all Fitness Staff was an opportunity to reinforce our core values and vision in real time. The meeting Agenda would often include “Story Time” where we focused on examples that reinforced our Service Goals and gathered staff’s input on any pending activities.

 7. Always Drink Upstream from the herd     

Will Rogers an American humorist and social commentator penned this quote back in the 1920’s. It applies the old farmer’s wisdom of smart animals and leaders stay apart from the crowd and don’t give in easily to Group Think.

   Drinking upstream where the water is clear and clean is much better than downstream where it may be polluted.

   The fitness industry is rife with misinformation and new trends and fads that are passed off as irrefutable fact.  Likewise in Management there are those all too willing to pass of their views as being the only correct solutions.

Our goal was to have meetings that not only reinforced our Mission but were enjoyable and not boring.  We also tried our best to keep away from the cringe worthy team building activities and enforced frivolity often seen in corporate settings. Our goal was to treat fitness staff as professionals by imparting some new knowledge in an innovative fashion .

8. An Open Door Policy

As an employee and member of fitness centers I always thought there was nothing worse than seeing a Manager’s office door closed and blinds drawn.  An open door policy encourages openness and transparency between Management, members and employees. Being available for staff and open and honest in your discussion will foster an environment of trust and respect

9. Rule 11 … A strict no Dickhead or Diva Policy.

    To some this may seem a trifle crude and vulgar. We kept it that way to make it as impactfull as possible. In a dynamic, Fitness Center there is no room for staff who are selfish, lazy and demanding. The service goals which were formulated with heavy staff input give clear guidelines on what constitutes Rule 11 behavior.

 10. Most important Try not to be a Rule 11 yourself by Managing from the heart

Numerous studies show that Employees don’t quite their job they quit their Managers. So try not to be a Rule 11 yourself

Respect is the universal language.  If the actions and decisions you make are from the heart, rather than “I am right mentality”, they may not always be popular but they will be respected.

So there you have it folks , 10 ways to attract and retain staff. Let me know what you think.

world Bank Fitness Staff at Aussie mike’s 50 th in 2017

WORLD BANK fITNESS sTAFF IN 2009 WITH fITNESS mANAGEMENT Magazine AWARD FOR “fIT ON THE TRIP tRAVEL pROGRAM”

Fitness staff at aussie MIKE’S LAST DAY jULY 2017

Aussie Mike's top 8 books on Management and leadership !

Over the course of my 32 year Management career I have often been asked to recommend books for people both starting out in leadership positions and for current managers needing some motivation or impetus to further their careers.

 Here are my top 8 Management/leadership books.

But first some background

My Management career began in February 1985 when I was appointed Manager of GJ Coles Corporate Fitness Program in Gepps Cross Adelaide, South Australia.  The program revolved around an approximately 2500 sq. ft. facility, with a fully equipped fitness center and a separate Group Exercise/aerobics studio.

 Considered very lavish for its’ time, the center was built in the GJ Coles offices and Distribution Center and catered for approximately  500 office and distribution staff.

Bevan Bradbury, CEO of G.J.Coles pty ltd  was a true visionary in the field of Corporate Fitness. Inspired by programs he had seen in Japan Mr. Bradbury implemented fitness programs in every GJ Coles state headquarters throughout Australia. 

Professionally managed Corporate Fitness programs were very much in their infancy in the mid 80’s. Hence my employment was very unique both in Australia and throughout the world.  

A few weeks into my new position my best mate Gerard Dillon, a very successful and respected financial adviser and Business Management Consultant, visited me from Melbourne. 

After viewing the program in operation for a week, what he said one day in my office still sticks in my mind some 34 years later.

“Mike, this is a very unique job you have here. I think the biggest challenge you will find is loneliness” he said. 

I was taken aback.  As a very garrulous, and yes very naïve, headstrong 28 year young Aussie bloke, the thought of loneliness didn’t enter my mind.

“I don’t mean in terms of your ability to get on with people and get them involved,” he added. “That and your Fitness expertise are the major reasons they hired you.  But what you will find is that this program is so unique and in such a different setting that you are not going to have many people to advise you or bounce ideas off. There might be some good Mangers in Coles, but they have very little idea about Managing fitness programs and the day to day issues you will encounter. This is a whole different type of dynamic to what they see in their retail stores or office environments”

Looking back now after a 32 year career in Management that has taken me around the world, this is the most salient piece of Management advice I ever received. This rang true whether I was G.J.Coles/Coles Myer or at the World Bank in Washington DC.   Over the course of my career very few Corporate Managers understood the different people skills and human interactions involved in a Fitness Center environment.

While I didn’t fully understand Gerard’s advice at the time, I respected him enough to ask “Well how will I go about solving that?” “Well you can establish contacts outside this environment. With similar programs in Community Centers and even other hospitality industries Hotels etc. which have similar service scenarios.,“he explained

He then added the kicker. “You should also read and seek out further education opportunities, not only on Exercise and Fitness but in Management. There are going to be more and more studies and publications about Management as business in Australia and throughout the world becomes more complex and sophisticated. “

 In hindsight, I realize now that Bevan Bradbury wasn’t the only visionary I was fortunate to be associated with.  I was blessed to have a visionary as one of my best mates.

True to Gerard Dillon’s advice the whole Management/Leadership book publishing genre exploded by the late 80’s right up until today. 

                So here are the top 8 books I recommend on Management and leadership with a few notes added for each.

1.       The 7 Habits of Highly successful People by Steven Covey

  As relevant now as when it was first published almost 30 years ago.

   Reading Covey’s 7 Habits was particularly helpful when I first arrived in Washington DC in 1993 and was coming to terms with changing from the layback, somewhat ribald, Australian Culture to a very conservative multi-cultural organization at the World Bank.  I found all 7 habits useful but the most cogent for me was Habit 2 Begin with the end in mind, which is similar to visualization and Habit 3 Put first things first. The 4 Quadrant Eisenhower Matrix has been and still is, the cornerstone of my day to day planning

2.       Good to Great by Jim Collins

 I found this compelling reading mid way through my career at the World Bank Fitness Center.  The sections on Level 5 leadership which espouses humble leaders as opposed to short lived Charismatic leadership and the Hedgehog concept using the analogy of the Hedgehog and fox were particularly useful.

 3.    The Alchemist by Paul Cehlo

        A novel with a richness of language and story telling that sets itself apart from traditional Management tomes.  The underlying message of following your heart and passion despite seemingly insurmountable obstacles is encapsulated underlying messages like the following

‘Every search begins with beginners luck. And every search ends with the victors being severely tested.

When struggling to achieve your goals “The darkest hour of the night comes just before the dawn”

 4. The Tipping Point, how little things can make a big difference by Malcolm Gladwell

  This book is essential reading for anyone in the fitness Industry seeking to market a program, concept or idea to the masses or a select group.   In my subsequent talks to various groups I always referenced the importance of recognizing the people Gladwell refers to as the connectors within a group.

 5.  David and Goliath, Underdogs and misfits and the Art of Battling Giants by Malcolm Gladwell

     I found reading this book very helpful during the stressful time when the World Bank was exploring the possibility of outsourcing the Fitness Center to an external vendor.  The title speaks for itself and illustrates the battle I was having convincing the Corporate Flinty eyed  bean counters who didn’t give a tinkers cuss for the wellness benefits a Corporate Fitness Program nor what they consider as the warm and fuzzy notions of teamwork esprit de corps, and customer service.   Using this book as a reference, coupled with valuable connectors we had established within the organization we thwarted the outsourcing process which very rarely happens.

6.  Drive the Surprising Truth about What Motivates Us by Daniel Pink

   Daniel Pink’s reasoned and MIT researched analysis is a welcome addition to the whole concept of Motivation which I feel has become overly simplistic and based on false notions that we can all become hedonistic Millionaires simply by wishing our lives away. Specifically Pink’s emphasis on purpose and the desire to do something that has meaning and is important exemplified the classic concept of Maslow’s Hierarchy of needs.

7. The 12 Bad Habits that hold Good People Back by James Waldrop and Timothy Butler

    Written by 2 Harvard professors in the MBA program, this book gives very practical examples of where people can err in the workplaces and most importantly, solutions to help diminish and stop these habits.

    The chapters describing behaviors such as “Emotionally Tone-Deaf” and" Lacking a Sense of Boundaries "were particularly helpful.  Rather than just describe the bad behavior the authors give background as to why this may be occurring and practical solutions to stop habits like these destroying the workplace.

 8 To Kill a Mockingbird by Harper Lee

      Yes I know this classic of American literature is not designed to be a Management or leadership book. However the compelling story told through the eyes of a child is damned good writing and that should be enough recommendation in itself.  Combine the writing with vivid descriptions of the strong yet understated leadership of Scout’s father Atticus Finch in treating people of all cultures and walks of life with respects is a good example for any potential Manager or leader.  Chapter 11 where Atticus is called upon to use his marksman skills is particularly noteworthy and has a strong message I will always remember.

      Honorable mentions to “Emotional Intelligence by Daniel Goleman “, “Kiss Bow and Shake Hands” by Terri Morrison and Wayne A.Conaway and “The Four Hour Work Week” by Tim Farris

So there you have it folks, my top 8 books on Leadership and Management that I have referred to throughout my Management career. I found these all very helpful not only in my career but also in my life. Let me know what you think.

Oh and by the way, books can’t teach you everything. Having a mentor and mate like Gerard Dillon in your life is is even more helpful !

Leading Teams with Ritz Carlton Gold Star Communication (Or what I learned from the Ritz Carlton Leadership Center and how we applied it at the World Bank Fitness Centers)

Right from the very start of my career in the Fitness Industry some 40 years ago (Yikes!), I have always been a big believer in former IHRSA President John McCarthy’s view that "The fitness Business is first and foremost a hospitality Business."

 “The big thing I learned that I kept with me for my entire career is the fitness business is a hospitality business—bottom line. Unless and until people understand that, they really haven't entered the high road of the business. (John McCarthy IHRSA President, CBI magazine, Oct 7, 2014)

 Over the course of my professional journey I have had the good fortune to attend Management training at respected companies and Institutions like Disney Corporation, The Ritz Carlton, George Washington and Johns Hopkins Universities and last but certainly not least, the IHRSA Club Industry Management Institute.

All of these training programs passed on valuable information, but it was the Ritz Carlton training that obviously provided me with the greatest learning in terms of the Hospitality-Fitness Industry connection. (The Ritz-Carlton Hotel Company, LLC is an American company that operates the luxury hotel chain known as The Ritz-Carlton. The company has 91 luxury hotels and resorts in 30 countries and territories. The Ritz Carlton leadership center provides leadership and customer service training to organizations throughout the world.)

 "While most businesses go through the requisite exercise of defining key values or composing mission statements, few leaders understand the importance of regular and repetitive presentation of these core aspects of their business. (The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company" by Joseph Michelli.)

 For our team at the World Banks Fitness Center ours key values were encapsulated in our CRAP Communication system and our Service goals and Action Plan  for the Best Corporate Fitness Center in the Whole Wide World described in my previous Blogs.

 There are 2 main ways the Ritz Carlton goes about reinforcing and keeping the Core values in the forefront of their employee’s minds. 

1.    Credo Cards.

The Credo Card is a pocket card that bears the title “Gold Standards” and lists the details and core values of their mission. The card is a mandatory part of Ritz Carlton uniform and is referred to on a daily basis.

At the WBFC we tackled this with enthusiasm and came up with a small pocket card that described the key aspects of CRAP acronym and a list of our 11 Service Goals. Unfortunately we found that this was not practical for us.

In a dynamic Corporate Fitness Center where Fitness Staff teach classes conduct training sessions, and Occupational health programs at 3 facilities the constant changing in and out of clothes resulted in cards constantly being lost or misplaced.

2.    The  Lineup

This refers to a mandatory meeting that takes place at the beginning of a shift where staffs from all levels of the organization attend. At this 10 minute meeting a staff member speaks on everyday examples where the Gold Standards have been applied. Through the use of positive storytelling, the core values of the company are shared and hopefully serve as motivation for the day ahead.

Again with 3 locations and conflicting work shifts a daily lineup for all staff was a difficult process to implement at the WBFC. However we did come up with a digital version of the daily lineup that proved very effective in reinforcing our Core Values and in keeping all staff informed on what was happening at our 3 centers.

 Mike’s Daily CRAP

As General Manager of the 3 Centers very early in the day (pre 6 a.m.) I would send out an email to all staff we called Mike’s Daily CRAP. This  was a concise email  welcoming staff  to the day and detailing any relevant, operational issues, promotions etc. and tying this in with our CRAP acronym and concluding with our Vision to be “the best corporate Fitness Center in the Whole Wide World.(BCFC in the WWW)

In my experience, the single biggest problem staff has with Management is lack of Communication.  Mike’s daily CRAP email went a long way to solving this. However it wasn’t perfect. In our digital age with staff receiving emails all day long how do you ensure they read this email?

This is where Management has to be very forthright and assertive. As Manager I emphasized that Communication is a 2 way street and reading this email was a mandatory part of the staff’s daily duties. I was very clear that I did not appreciate staff asking me questions that I had already addressed in my morning CRAP. 

Why didn’t you read the morning CRAP? was my direct reply to these types of questions.

Staff have to be made accountable.  Again, effective Communication is a 2 way street. It is never enough to simply write an email and expect Communication issues to be resolved.

World Bank Fitness Center Volunteers Instructors

The World Bank Fitness Center is a very unique environment. The most unique aspect of the program is our Volunteer Group exercise program where staff from within the WB employees teach classes. (NB: Described in my previous article)

With over 30 Volunteers teaching 1 or 2 Group exercise classes per week, they are very important part of the WBFC team.  As Volunteer instructors have full time careers within the World Bank Group we found that there was no need for a daily email to add to their already overflowing email inbox and stressful workloads.

 An update every 2 weeks titled “Here’s what’s happening at the Best Corporate Fitness Center in the Whole Wide World “provided details on operational issues, and reinforced core values and our vision. This served as a great way to foster team spirit and involvement.

It is worth noting here that given their Volunteer status I would be far more accommodating when they asked questions which had already been covered in the update. The Management relationship and expectations with Volunteers who all have full time jobs, has to be different than for full time fitness staff. 

Keeping Volunteers informed and feeling part of the Fitness Center team was the major goal of this fortnightly update. Bottom line the Volunteers need to be thanked and appreciated for providing their time and expertise.

Fortnightly Fitness Staff Meetings

 Rather than rely solely on words on a page, our fortnightly team meeting for all Fitness Staff was an opportunity to reinforce our core values and vision in real time. The meeting Agenda would often include “Story Time” where we focused on examples that reinforced our Service Goals.

 Another method we used was to have staff dip their hands into a bucket which had post it notes numbered 1 through 11. Once the staff member had their number we used a Pecha Kucha* format to present the rule.  In the space of 2 minutes staff  had to explain the importance of the specific rule and give a practical example of a team member who had recently been a great role model of this rule in action.

 Fitness is a hospitality Business

Ritz Carlton Leadership training was great for the WBFC and clearly established the Fitness / hospitality business connection. While we did not apply Ritz Carlton methods verbatim, the emphasis on team building and reinforcing Core Values, Mission and Vison was invaluable.

The daily CRAP, Staff meetings and annual retreats fostered team work and enhanced Communication. The major point I took away is that to have an effective Vison and Mission is more than words on a poster that gets posted on a wall somewhere never to be noticed again.  It takes leadership, consistent work and effective messaging via regular communication to ensure all staff are engaged and feel that they are a valuable team member.

 In my next Blog I will discuss how this helps enhance our member’s experience.

 Please comment and let me know what you think!!

The Culture Wars- Mind Maps and Sydney Swans to the Rescue!!

The Culture Wars- Mind Maps and Sydney Swans to the Rescue !!

It’s 8 a.m. at the World Bank Fitness Center in Washington DC, 3 blocks away from the White House and 3 Presidents ago in February 2007.

The morning “pre -work workout crowd “are finishing up their exercise routines while I continue my regular “Management by Walking Around “(MBWA) to connect and say hello to our members. I am standing  in the leg training area offering tips and advice  to 4 regulars using the Hip adduction/Adduction, leg extension and leg press equipment.

‘           “Slow down the movement, don’t hold your breath, feel the muscle working” I exhort with a smile in my voice.  I have known these members for over 10 years but they still appreciate the encouragement.

Suddenly Fiona a member for over 20 years says “Mike can I ask you a question?”  “Sure Fiona, what can I help you with” I reply, expecting a question regarding exercise technique.

However Fiona’s question wasn’t about sets and reps.

“Mike why is it always YOU that comes out and says hello and offers us advice? We never see any of the Fitness Staff come out and help us. They just sit in the back office on the phone and Internet.  What are they here for?”

With over 20 years Management experience I was rarely caught off-guard, reticent or lost for words.  I smiled and struggled for a reply.  In those 3-4 seconds, that felt like 10 minutes, something else caught my notice.  While the other 3 members might have been slightly uncomfortable with Fiona’s direct approach, their nervous smiles and nods certainly implied agreement rather than dissent.

“Well I’m always happy to help you Fiona, and rest assured I will encourage my guys to be more proactive. Thanks for letting me know.”  I replied awkwardly.

I then looked over at the back offices. Sure enough Fiona’s commentary, disguised as a question, was totally correct.  One of my guys was sitting staring intently into the computer while the other was on the phone laughing and “yucking it up big time.”  Both seemed totally oblivious to members during one of our busy times.

Fiona’s question could easily be brushed aside as one of those innocuous “typical member complaints.”  I didn’t see it that way.  And while Fiona’s initial comments may have offered some faint praise for my efforts I didn’t take any solace in them.

 I always believed what my old High School English teacher’s favorite sayings .With commentary or criticism “the sting is in the scorpion’s tale” 

In other words, the real message is in the final 1 or 2 sentences.  In this case with “We never see any of the Fitness Staff come out and help us. They just sit in the back office on the phone and Internet” the sting was very, very sharp!

Indeed I had to ask myself a tough question.

With over 20 years of Management experience and considerable training at respected companies and Institutions like Disney Corporation, The Ritz Carlton, George Washington University and the IHRSA Club Industry Management Institute ,how effective have was I  in solving the perennial issue at most Fitness Centers?  Namely getting Fitness Staff out of the back office, off their cell phones and Internet and engaged meaningfully with members.

This type of feedback was not new. I heard these types of comments from members when I started my career in Melbourne Australia way back in 1978.   The millennials so often the scapegoat for society’s ills can’t be blamed for this one.

I had tried nearly every type of approach to solve this problem.  From encouragement to admonishment, to almost draconian micromanagement by locking office doors and not allowing computer access during peak times.  Each worked for a short time until old habits resurfaced.

Another tough question emerged. Was the problem me?  No I don’t think so. I know I’m not perfect, but my experience as both a paying customer at 2 outside commercial clubs and visits too many others throughout North America indicated that if it was me, I had plenty of company.

There was another very important consideration. My staff then and now are all good people. I wasn’t in the habit of employing lazy individuals but the message just didn’t seem to get through. Old habits die hard and the lure of the cell phone and Internet is omnipresent.

            As the old saying goes “If you keep doing the same old thing you will get the same old results”.  To solve this I was going to have to look at a totally different approach.

Great, but what the bloody hell was it!!

Sydney Swans to the Rescue

One organization that had recently come to my attention was the Sydney Swans Football club in the Australian Football league (AFL).  The Sydney Swans, formerly based in Melbourne, had seen only sporadic and limited success since moving to Sydney in 1982. By the late 1990’s they were essentially bankrupt and in danger of losing their license with the AFL.

By the mid 2000’s The Sydney Swans had now gained considerable media attention by totally changing their operation to achieve success on and off the field. Much of this success was attributed to a much vaunted culture change.  The coaches had empowered the players to write their own code of conduct that resulted in what was termed the “Bloods Culture” a play on words of their previous club emblem in the rough and ready portside town of South Melbourne.

   So how did the Sydney Swans make such a drastic change from basket case to revered Sporting club?

The Process ( see the table  above for a step by step guide)

A key part of the process was a facilitated session where the players were asked 2 key Questions

1.     How are you perceived by your opposition and supporters?

2.     How would you like to be perceived by your opposition and supporters?

Using this framework and a Mind Map format I reworded these 2 questions and asked my staff the following 2 questions.

1. Given Fiona’s comments and looking that specific example what words do you think members would use to describe us?

This was a tough session where we had to be brutally honest. Using the mind map format of one word answers branching out form a central idea the following words came up… Lazy, uninterested, arrogant, selfish, and unprofessional and a final clip to jaw for yours truly, poorly managed.

2. The second part of the question then was how would you like to be perceived by our members?

Again using the mind map format words like professional, caring, knowledgeable, helpful, kind, proactive and approachable came up as desirable.

After this session we recognized that there was a big gap in how the members perceived us and how we would like to be perceived. The visual power of a Mind Map on a simple flip chart cannot be underestimated here.  A clear contrast could be seen between the powerful perceptions of how members see us and how we would like to be seen.

Using the Sydney Swans formula the next question to be asked was:

 “What concrete, specific behaviors are we going to adopt to bridge this gap in perception?

            The next part of the process was to have the staff to go away and meet as a group to come up with specific verifiable behaviors that would address this gap in perception.

I stressed at the outset that they weren’t to come back with the standard motivational platitudes you find on the bottom of desk calendars. We needed specific behaviors to follow that would serve as our future Culture.

I purposely wasn’t present at this meeting but from all reports it was another brutal session where some egos may have been damaged but at the same time allowed for honest self-reflection for all team members. The team then came back to me 2 or 3 times with behaviors which I duly sent back as being too general and lacking are specific details on the behaviors required.

Obviously this was no overnight process or quick fix. In the end we came up with 10 written and one unwritten law which would serve as the template for our Service Goals and Action p

Being out on the floor interacting is important for all service industries there are many factors that make for a successful fitness center.  Essentials like punctuality, presentation Team work and Communication were also addressed.

The specific wording addressing to address our issue wasBe on the floor during peak times 6:30- 9am, 11.30 am-2pm, and 5:30-7:30pm. Interact with members and let them know that you are there for them. Of peak hours walk the floor every 20min for at least 10min. See if anyone needs help, tidy the weights, stretching area, move around and say hello to each and every member. Try not to focus on your favorites or fellow instructors!!

Was it Successful?

Yes I’m biased but I would say it was a resounding success. We reflect on the 10 rules in our meetings and staff training sessions. This is not just a bunch of words left hanging on a wall. It is a template for how we operate and the behaviors we follow every day

No it’s not perfect. We are still human beings and we all lose our focus from time to time.  By having all staff sign off on these behaviors they take ownership and know exactly what is required.

 How do we measure its success?

It is difficult to measure the success of this approach in purely statistical terms that would pass the scrutiny of the soulless flinty eyed corporate analysts that dominate our Institutions and corporations these days. 

Sure you can always do a member surveys but I am NOT one of those Managers who worships at the altar of the revered Survey Monkey.  In my view a genuine open door Management policy and active MBWA B will elicit more honest feedback like Fiona’s than any survey. Besides, people are sick to death of surveys these days.

To me and my staff the biggest example of the success of this system occurred in 2014.  The World Bank was undergoing stringent budget cuts during this time and decided to review the possibility of Outsourcing the Management of the Fitness Center.  This would mean that me and my team, many of whom had been with the program for over 15 years would be replaced by an outside consultancy.

Suffice to say the extreme backlash from our members with over 400 written complaints and even a video production singing our praises resulted in the NO OUTSOURCING. When people are willing to go to bat for you not by an anonymous survey but via their personal attributable comments you must be doing something right. 

Was our adoption of the Service Standards and Action Plan the reason for no outsourcing?  Hard to prove definitely but it certainly helped.  Highly unscientific but we certainly think that the behaviors this whole process identified and our striving to follow these results in great service and a very loyal membership

This was a lengthy process that took at least 8-10 weeks. It is no gimmick if you do it seriously but I believe the results speak for themselves. Moreover it proves that if you engage in genuine relationships with members the good bad and indifferent will get back to you. It is up to you to recognize that the Fiona’s of this world are out to help you not harm you.

Don’t shoot the messenger.  Get the message you are sending out to members correct first by adopting a set of behaviors and standards that will enhance and grow your team, your product and you as a Manager!

A future with "No Limits". Jenny Stack Gallaudet University and World Bank Fitness Center alumni!

One of the most challenging and rewarding aspects of my 24 year career Managing the World Bank Fitness Centers (WBFC) was working with Jenny Stack, a deaf student from Gallaudet University in Washington DC.

A 3-4 month Internship subsequently turned into a 5 years employment at the WBFC for Jenny, and a veritable treasure trove of nice memories and learning for all of us.

 Here is a brief recap of what occurred one day in February 2004. (NB:This passage is taken directly from my article "Leaning to Communicate" which appeared in Fitness Management Magazine in March 2005).

The phone rang in my office on a typically busy day in February 2004. "Hello, Mr. James. This is the phone relay service calling for a Ms. Jenny Stack. Have YOU used a phone relay service before?"

"No," I said warily, suspecting another telemarketing firm was about to regale me with the latest and greatest money making scheme. But this was no sales ruse

. It was a call from a young student interested in an internship with our corporate fitness center. Jenny Stack explained, via the relay operator, that she was in her final year of physical education studies at Gallaudet University. (Gallaudet is almost exclusively made up of hearing-and sight-impaired students.) She had read about the World Bank Fitness Center, and was interested in broadening her experience in a fitness center environment.

     And so began our journey from a 3 month Internship to a 5 year experience. 

   After she left the WBFC Jenny in 2009 Jenny and I continued to communicate occasionally  via social media but we hadn't spoken at length for many years. I was was interested to here from Jenny to see where life had taken her since 2009 and her memories of working at WBFC.

   We recently spoke with via telephone interpreter.

   The following interview took place on Sunday August 20, 2017 . It is lightly edited for space and conversational flow.

First Things first Jenny .. when did you start and finish your career at the World Bank ?

 I started my Internship in February of 2004 and ended up working part time, 3-4 days per week,until August 2009

Why did you choose the World Bank Fitness Center for your Internship ?

I saw the advertisement for Internships via Google  and thought it would a great way to gain experience with an International organization.  I had never traveled outside of the USA so I thought it would provide opportunities to meet and work with people from many different cultures. I also Googled you and saw that you were from Australia so I thought that would be interesting as well !!

What were your duties at the WBFC ?

 I was a Fitness Specialist. I did all the routine operational tasks like taking new members through program starts, Fitness Assessments and even taught classes like Abs Express. I also assited in various promotions the fitness center had for members. Right from the start I remember you saying that , there will be a "no limits policy' and I would be expected to do everything other staff did. If there were difficulties we would find a way around them. 

How did the WBFC go about accommodating your circumstances in terms of Communicating with non hearing impaired staff and members ?

For the first 5 weeks I had a full time interpreter until I become comfortable with the operation.

 After we stopped using the Full Time interpreter we used hand gestures,  and sometimes written notes to communicate. The  Fitness staff were all very willing to help and got to know a few common greetings like Hello, good morning etc in American Sign Language (ASL)

What were your first impressions ? do you remember your Interview ?

I remember the interview very well.  You were very serious and I was impressed by how much you knew and how well respected you appeared to be with members and other staff.  As the interview proceeded I noticed that you seemed to have a sense of humor, even the interpreter was laughing, so I started to become comfortable very quickly.

 What were your impression of the members?

At first many of the members were unsure on how to approach me.  Some of the cultures seemed to worry that I couldn’t do certain things and didn’t want to impose on me. But over time both the members and I gained more confidence and began to communicate very freely. It really was a great experience for both the members and especially me.

Did the staff make you feel part of the team?

Yes they really did.  Dave, Abner and Gerene were especially helpful .  They were always encouraging me to try different things, take classes, meet new members etc . I was a little shy at first but they really made me feel comfortable and made me get out of my box and grow.  It was great "real world" experience and vastly different from Galaludet where everyone is deaf. This type of "real world" situation can be very intimidating for a deaf person but I cant thank these folks enough for how helpful they were. All the staff were great but I just had more contact with Dave, Abner and Gerene so they stand out for me.

How did you feel about the Fitness Centers Mission Statement :  To be the Best Corporate Fitness Center in the Whole Wide World?

I really  liked that . You encouraged the team to work together  to provide the best service to the members ,to stay positive and keep the facility clean and safe. But your highest priority was interacting with members and I think that really made us focus. Also how to be professional and in uniform and always be punctual. It was all part of the Mission Statement and it really gave us something to strive for.

What did you enjoy most during your time at the WBFC ?

I really enjoyed the retreats in Charlottesville. This gave us a chance to learn from experts and get to know the Volunteers a lot better.  One thing that always sticks in my mind is one evening there was a dance activity and I was surprised that you even participated and even more surprised that you could pick up  the moves so quickly. I didn’t picture you as a dancer lol

Haaaaaaaa well I think your assumption is correct Jenny I'm certainly not a dancer . Are you sure you weren't drinking at the time ?

Yes maybe that's what it was ! lol

Speaking of the Volunteers, their involvement is a very unique aspect of the WBFC  Group Exercise program. What are your memories and impressions of working with the Volunteer staff?

The main memory I have of working with the Volunteers is the teaching skills and expertise of the Volunteer coordinator George Kassouf. Not only was he a great teacher , he was a great resource, who taught me so much about cueing, timing, and exercise technique.

I also really admired the Volunteers for their dedication to the program

Were there any times working at the WBFC was not enjoyable ?  Describe if you would like to share

I didn’t like it when it was very quiet and slow. The Off peak times around 9.30 a.m-10.30 a.m and mid afternoon could be a bit boring.

What was your reaction back in 2014 when you heard that there was a possibility that the Management of the facility could possibly be outsourced ?

I was shocked and wondered “why are they even thinking that. There are over 3000 members and they all seemed very happy and the centers run so well".  I thought sadly, from what I had seen outside, that outsourcing was inevitable . I was presently surprised that the Outsourcing didn’t go ahead.  I was so happy because even though I had been gone over 5 years I still really liked the staff at the WBFC and really appreciated what I learned and still felt proud to have been part of the program

Why did you leave the WBFC ?

The other fitness center I was working  for was treating me very badly and cut back my hours so I had to try to get full time employment.

What are you doing now in terms of employment?

I am working as a claims specialist in Social Security Administration in Baltimore. It is a challenging position and just like with you at the WBFC I am encouraged to develop my skills and try new projects. Like any job it has its good and bad days but overall I quite like it. Even if it isn't the field I studied, the skills I learned at the WBFC have come in handy working at Social Security. I am also doing some part time work with the US Coast Guard Auxiliary which is really challenging.

When you think back on your time at the World Bank Fitness Center,  what are the biggest lesson you learned :

I learned so much it is hard to put in a few words.  You and the rest of the Fitness Staff believed in me and gave me a chance to grow both personally and professionally.  One example is the encouragement you and Dave gave me to participate in Spinning classes. You both really made me test my limits and from that I became more interested in cycling and now participate regularly in road racing events. 

  You all made me a better person and opened me up to other communities outside of Galludet.

Do you have any final thoughts or impressions you would like to share?

When I left the World Bank I couldn't believe I had stepped onto a new career. Working at the WBFC was such a wonderful experience I just wonder where my life would be if I didn't meet you and the rest of the team. Maybe I wouldnt have had the confidence to pursue a different career and accomplished what I have in my life.

If  I hadn't met you and come to the WBFC  I wouldn't be where I am today. You  all believed in me and I want to thank you for that. I also want to add that I received my Masters in Exercise Science in 2008 and that was because you and the rest of the team always had continuing education as a priority and really encouraged me to complete it.

Thanks Jenny, great to catch up with you and see you doing so well in your career and in life !

There you have it folks, work is about more than just earning $ $$$.

It's about the 3 R''s ... Relationships, Relationships , Relationships.

Through mutual respect and understanding,and a willingness to grow beyond our comfort zones we can all achieve  what Jenny Stack so clearly exemplifies,

A future that has "No limits  !!!"

Interviewing 1980's style

Much has been written in Business and Management books on the best way to conduct job interviews.

What questions you should ask ? the setting ?, group or one on one?etc etc.

Lets step back in time to 36 years ago to 1980 in Melbourne Australia when I was interviewed for my first job in Corporate Fitness !  

First some background. It is 1980 and after a major career and lifestyle change I  had just begun employment in the Fitness Industry working at a commercial club called "Lifestyle" in suburban Melbourne.

In an effort to gain more experience I was recommended to interview for a position in the very new field of corporate fitness.  Little was I to know that this interview would change my life forever !

NB; This is an excerpt from my upcoming book !

Chapter 4 -   GJ Coles and Coy,  Corporate Fitness

As the 1970’s drew to a close, Australia was experiencing a Fitness boom.

The Aerobics craze was starting to sweep the nation and the whole idea of getting fit was seen as the new “trendy” way to spend your free time.  Fitness Centers were being built everywhere and your local gym’s Aerobics class was the place to be.

With this increased interest in fitness, many private companies were starting to take an interest in keeping their employees fit by converting spare office space into mini fitness centers.  Suddenly Fitness Instructors like mewere in demand. Obviously the low cost of employing instructors was a big help. At Lifestyle Altona Gate I was now earning the princely sum of $4 per hour. Break out the caviar and champagne!

Low wages was the main reason the rest of my colleagues at Lifestyle eventually drifted into other careers. I was determined to make the Fitness Industry my lifelong employment. An office was no place for me. I dreaded the thought of ever working in a place like the Ammunition Factory Footscray again.

The days of Freelance Personal trainers charging up to$50-$60 per hour, were 15 years away.  Regardless of the low wages, I actively pursued more part time employment opportunities in the booming fitness industry.  As well as Lifestyle in suburban Altona Icommenced working in Melbourne’s City Center at Vital health Studios in little Collins Street , and the Apsonor Investment Companyin Queen’s Street teaching lunch time exercise circuits for $5per class and free parking.

In these pre “Zumba”, “Step” and other highly choreographedAerobics class days, my circuits of push-ups, sit ups burpees and mountain climbers passed for Aerobics.   I just added music and when I ran out of ideas I just did a side bend to gather my thoughts and get my breath back !!  A valuable life lesson that … when in doubt do a side bend !!

With my portable boom box blaring Bee Gees “Saturday night fever” and the theme from “Rocky” on a never ending loop I was a veritable John Travolta/Sylvester Stallone in form fitting lycra!  Fast forward 36 years and my current Boxacise members would report that the music hasn’t changed, but thankfully the lycra has !

So between Vital, Lifestyle, Apsonor the occasional fitness training for Aussie rules football clubs, full time studies in Physical education, and running Marathons I was a pretty busy lad.

As with so much in life, timing is everything. As 1980 dawned Lifestyle employed a new Manager named Peter Townsend.  Peter was a tad different to the other Managers I had worked under in the Fitness Industry.  He actually had some Management skills!!

  Peter was a Sales professional who knew how to implement systems to keep staff accountable and on track with member’s appointments. This was a far cry from previous laiseez faire Management where there was no direction and chaos ruled.

Peter was impressed by my initiative and recommended I talk to a bloke named Tom Leehane. 

            “Who is Tom Leehane?” I asked. 

            Tom’s the Manager of the GJ Coles executive Fitness Center in the city “Peter replied. 

          “Coles, the supermarket company? Are you going to recommend me as chief shelf stacker?’ I quipped.

There was a reason behind my sarcastic reply.  GJ Coles Australia’s was Australia’s oldest and largest, low priced supermarket chain. Right from the 1930’s depression era until the Post World War 2 years the G J Coles advertising slogan was “nothing over 2 and 6 (2 shilling and sixpence”).  It was hard to imagine a company so imbedded in the Australian psyche as a cut price retail chain being involved with lavish corporate fitness centers.

I was beginning to wonder if Peter Townsend was pulling my leg (joking).

“No, they actually have a fitness center for their executives at the back of their main store in Little Bourke Street” he explained. 

“Tom Leehane is the Manager of the Coles Recreation Center. He’s a great bloke, rough as guts, but don’t be fooled. Underneath the old Aussie larrikin style he’s a very smart and switched on fellow,” Peter explained

“ But don’t ever try to pull the wool over his eyes. He’s as smart and cunning as the proverbial lavatory rodent!”  he warned.

“Oh and by the way, Coles pays $10 per hour” Peter added with a sly wink.

Peter knew that last statement would get my attention. In 1980 when average part time rates were about $2.50- $4.00 per hour, $10 .00 per hour was serious money. I had visions of actually being able to pay my way in life without snipping dear old Mum for a loan every weekend!

Although I was still skeptical, I made a phone call to Tom Leehane the next day and mentioned that Peter Townsend recommended I speak with him.  

“Oh that wacker Townsend, hope you’re not trying to sell me something” Leehane replied gruffly.

“No mate just a couple pyramids if you are interested” I replied. 

I wasn’t sure if Tom’s reply was a chortled laugh or sneer but we arranged to meet the following day at 2.30 p.m.  The location was very convenient.“The GJ Coles recreation Center” as it was called, was only 5 minutes’ walk from Vital Indoor Sports in Little Collins Street and Apsonor investment in the Wales building in Queen Streetin the heart of Melbourne’s city center. 

The following day after teaching some classes at the Wales building I made my way over to Little Bourke Street.  On entering The GJ Coles Recreation Center via a partly hidden entrance door akin to an afterhours sly grog merchants,  I  was greeted by a distinguished looking bloke, about 6 feet in height , grey hair in his mid-50’.

He appeared reasonably fit, albeit with a slight beer drinkers paunch common to Aussie men of his age. I immediately sensed by his confidence and slightly limping gait that Tom Leehane was probably an ex Aussie Rules footballer with bad hips. This was the typical limping legacy Footy players incurred after years of giving and taking too many hard bumps and shirtfronts .

Mike James? He asked extending his hand.

“Yes Mr. Leehane, pleased to meet you” I replied

          “The names Tom, not Mister! You think I look like that bloody TV horse Mr. Ed?”

          " I might smell like a horse, but the names Tom from now on, Ok?” he replied

Somehow Tom said all of this with a slight smile in his voice that got his point across in a gruff yet joking manner.  It was a trait I had seen in many older irascible Aussie blokes, so I was not taken aback at all.  I also sensed that with that rough and ready sense of humor he was like me from the  Western Suburbs of Melbourne.

Tom then proceeded to show me around the Center. It was very lavish for its time. In true 80’s Male Executive style there was a table tennis area, well equipped gym, mini golf driving range and putting area, executive lounge with open bar, and Male changing room with towels and laundry facilities!

“No women’s change room Tom?  I asked.

“Coles doesn’t have any women executives, so that probably decreases your interest by about 100 per cent’ he replied. 

“Not at all Tom, I’m such a professional I never let business mix with pleasure” I quipped

“Oh please tell me another one, I was a young bloke too once, believe it or not” he replied with a mock groan of disbelief.

After the tour we sat down in the plush executive lounge area for the formal interview. Tom didn’t waste any time

“You’re a fit looking bugger Mike, no doubt about that, but what’s with the beard and long hair? Are you a surfer or a hippie? I can’t work out what or who the bloody hell you are?”

Like many Aussie blokes, Toms was very good at breaking down personal barriers and making you feel comfortable within seconds of meeting him. But I could sense that he was trying to test me and see if I had a sense of humor so I replied in kind.

“No I’m hoping to start a career in pornographic movies” I replied.

That must have struck a chord. Tom immediately burst out laughing but within 5 seconds this was replaced by a stern poker face

“You ought to be ashamed of yourself.  Do you realize you’re talking to a God fearing Catholic married for over 30 years with a wife and seven kids?! He admonished.

Rather than apologize, to use boxing parlance, I decided to “take the game up to himand lead with a few counter jabs.

“Well I’m a Catholic too Tom, but my mum married a member of the Masonic lodge, and with me being the last of 4 boys weighing in at 10 lbs., she said enough was enough and shut up shop!”

To my surprise Tom didn’t miss a beat.

“Your dad’s a Mason?  He replied with mock indignation

“Was...he died about 6 years ago” I replied

 Tom’s tone then changed instantly

‘Oh sorry to hear that Mike, how is your Mum keeping now?   Is she ok?” he asked.

“Yeah she’s comfortable. Fortunately Dad was a war veteran and she is pretty well set up for a pension and medical benefits. She’s not wealthy by any means but she’s ok.” I explained

“That’s good. But money isn’t everything mate, is she lonely, I mean is she ok in herself?

Your still at home, I hope? He continued. 

Suddenly the conversation had taken a serious tone.Underneath the gruff larrikin style Tom had a compassionate side.

“Yep I’m still at home Tom. She seems to be ok , she keeps herself busy with senior citizens groups and the Church, and me and my 3 older brothers make sure she’s not alone ” I replied

“Yeah well that’s good; your mum shouldn’t be left on her own. As long as you don’t try to bring any of your porno starlets home you shouldn’t annoy her too much” he added.

 In an instant I had gone from a feeling sad to suddenly laughing and trying to think of smart ass reply.  But like a skilled skipper steering rough seas changed Tom tack again

“So if you’re a Catholic where did you go to school? he asked.

“St Bernard’s in Essendon, and right now I’m studying Physical Education at Victoria University” I replied

“Typical I should have known, another pseudo-intellectual, smart-alecky Essendon bastard. You follow them in the footy I hope” he asked.

I later found out that Tom had played for Essendon Football Club in the early 1950’s, so my next comment was bound to get a reaction

“No I follow Collingwood Tom” I replied, waiting for the inevitable barrage of abuse we Collingwood supportershave become accustomed to over many years

“Bloody hell, a porn star who barracks for Collingwood. What a combination! Then again, better than half the other toothless derelicts and pick pockets they have following em” Tom said while shifting uncomfortably in his seat and wincing at the mere mention of Collingwood, Essendon Football Club’s mortal enemy for over 50 years

  Sensing a no win situation I tried for a quick change of topic

“Where did you go to school Tom?  I asked.

“I’m doing the interviewing here but bloody Coburg if it’s any of your business you nosey bastard!” he replied

“Oh Coburg, you mean that big sandstone building on Bell Street? Pentridge Prison?”  

 Luckily for me Tom also saw the humor in my equating his education with attendance at  the most notorious prison in the Southern Hemisphere.

“Pentridge Prison!!, that’s where you’ll end up one day for murder ya cheeky bastard. Your jokes are killing me for starters” he replied

“Speaking of pains in the ass like yourself I’ve been having this hamstring problem.   Will stretching help that you reckon Mike?”  Tom asked grabbing the back of his leg with a grimace.

I then launched into a mini lecture on the importance of flexibility, static and ballistic stretching techniques etc. Tom listened intently, asking questions along the way.

”How long should you hold the stretch? What sort of warm up should you do? Should I bounce when I stretch?” Tom asked at various points.

I immediately recognized that “This blokes is no novice, he’s asking good questions.”

After this 15 minute mini stretching workshop, Tom quickly stood up and said

“Well look Mike we are looking for new stafffor a Recreation Center we are building for just across the road in the Bourke Street Mall in about 8 week’s time. Are you interested or what?”

         “  Ah, um yes Tom if you’ll have me.” I stammered, taken aback at Tom’s expeditious decision making.

“Well you’re the first University educated bastard I’ve met who isn’t all theory and up himself and you appear to have at least some semblance of humor, so I’ll call you back in 6 weeks,” he replied “And that’s no Bullshit, when I say I’ll call you back I bloody well will! Tom added.

“Sounds good to me Tom,” I replied. “Now that the interviews over any chance you could go missing so I can see what’s worth knocking off (stealing)here ?” I said with a sly look over my shoulders that would have made my convict forebears smile and my old Christian brother’s teachers wince with embarrassment.

“Yeah I’ll have to bloody start counting the golf balls now. See you in 6 weeks Mike,” he said while shaking my hand goodbye

I was very happy.  I had never experienced a job interview like this before or since. In the space of 30 minutes, Tom Leehane had found out about my family background, my interests, sense of humor and knowledge of exercise physiology all in an informal setting. 

Peter Townsend was right.“Tom Leehane certainly is as cunning as a shit house rat, never mind the lavatory rodent” I mused.

I sensed that this bloke named Tom Leehane would become one of the most influential people in my life. For the first time I actually began to feel there was an answer to my eternal question.

What the fuck was I going to do with my life? 

Well, on this beautiful Melbourne Summers day in 1980, I somehow knew that Tom Leehane, G.J Coles, and Corporate Fitness were all going to be a big part of that life.

A life and career in Corporate Fitness that I never in my wildest dreams thought would take me to the United States of America, and only 2 blocks away from the most powerful house in the World!