LIV North Fitness Management team programs monthly challenges to encourage members of their projects to get active, eat healthy and maintain a well rounded lifestyle. While typical challenges – such as a step challenge or healthy eating challenge gain interest of some employees, it has been proving true that gamification of certain challenges brings higher usage and engagement.
Coming in November, members of LIVNorth projects can get excited to partake in Rollvember! Rollvember will be offered in a virtual and on-site format for employees who may be still working in a hybrid work environment post Covid.
Rollvember will encourage members to utilize the fitness facility and/or participate in Live Fitness Classes by allowing 1 roll of the dice for each visit. The goal of the challenge is to collect as many Stars as possible during the month of November. Stars are collected by moving through the gameboard. The more often an employee partakes in an activity in the fitness facility or virtually, the higher chance they have of collecting the most stars!
We are excited to see the participation rates of multiple projects that will utilize the program – Rollvember.
LIV North is excited to announce our improved touchless LIV XPress Customer feedback Terminals!
LIV XPress is a feedback management platform that allows LIV North to work with our Property Managers in benchmarking the performance of their amenity and measuring user/customer satisfaction in real time.
Our touchless, wireless terminals will uncover the reason for any customer dissatisfaction immediately so we can course correct with unmatched speed. This valuable tool also lets us know when we are doing it right.
During the last year we have received over 36,000 responses on our 32 terminals. As you can see on the summary below LIV North earned a NPS 64 and over a 12 month period. True NPS ranges from -100 to 100 so this is an excellent score and is equivalent to our local promoter score of 8.25 out of 10. The largest complaint received over this period was water temperature being too cold. This was anticipated as most buildings reduced the heat to minimize electrical consumption during low usage.
“Our customers really appreciate the use of this technology, especially the instant feedback.” states Brian Townsend, VP of Operations for LIV North. “We believe in Net Promoter Score as a guide to how well we can service customers and this is in real time. The use of this technology has also allowed us to work with our facilities to uncover problem areas and swiftly make effective changes where we can measure the impact!”.
The terminals are portable and easy to set up, making it a hassle-free solution for continuous dialogue with customers.
The new terminals are easily adjusted remotely allowing:
Instant changes made to the selected question,
Scheduling questions to be automatically changed at a specific time/date,
Addition of a QR code for additional feedback,
Switch from smiley faces to a numeric response.
Switching between Smiley or ABC choices at any time, on any given terminal, to ask the right questions in the right areas to ensure we are able to capture the data we need to measure experiences, or gathering feedback to a specific issue or responses for making decisions or gauging interest.
LIV North Aquatics will continue to use this technology in our managed condo facilities and will start cycling these units through our maintained facilities to provide real time feedback on the pool or fitness facilities to ensure we are exceeding our end users expectations.
If you would like a demonstration of what LIV Xpress can do for your facility just click on the QR code and let us know or connect with us directly.
Managed Fitness Amenities Lead to Greater Tenant Satisfaction
Providing health and fitness amenities is not a new trend, however it continues to be one of the highest sought after amenities! Whether it be an onsite fitness centre, virtual wellness solutions or wellness programing. For property owners and managers, a fitness amenity is designed to achieve 2 outcomes:
Attract/Impress prospective tenants
Create value for current tenants to renew leases
In a recent study, findings show that access to health and fitness is a top priority for employees. When employees were asked which aspects or perks would be most likely to make them stay if they were considering whether to stay or leave, nearly 40 percent said health amenities. (1).
Good Intentions don’t deliver Great Results
Armed with this knowledge, it is important to note one important fact- a “build it and they will come” approach may be misguided.
Providing fitness space and equipment is a nice intention. However, many of the tenants likely already own or have owned fitness equipment in their homes that ended up never being used. This is often the same outcome for unsupervised fitness centres offered as a tenant amenity. It can also become a low value amenity causing frustration for owner/managers and tenants with unmaintained equipment or lack of centre care potentially resulting in limited use and an unsafe environment.
Many building owners/managers are realizing investing in a fitness amenity and leaving it unstaffed is a mistake. Those who invest in proper design and provide a professional atmosphere are achieving better returns on their investment.
Initially the first impression of a fitness facility is judged by the condition, variety, layout, moderness and maintenance of the equipment. Also by the general feel for the facility, the colours, the music (is it welcoming, does it represent the building tenants demographic, etc.). These are all key areas to consider during design.
Deliver Ongoing Value and Build Long-term Relationships
Once an initial impression and expectation is set, it is critical to maintain a positive, lasting impression. The follow up to ensure you do not over promise and under deliver includes details like etiquette enforcement, safety and services (available services and classes) .
In many cases tenants will justify paying an additional fee (membership) if the value is there.
Tenants who would typically never use a “self-serve” or un-supervised facility, will join and use a staffed facility. On-site staff provide the necessary comfort level, connecting tenants with tenants and recruiting new tenants to be engaged all creating more value in the building.
When looking at staffing your fitness amenities, the team you have in place is also important to consider. Here are a few key benefits to hiring a management company, such as LIV North, versus leasing space to a private fitness operator:
Access to additionals resources and programming
Equipment Maintenance and Procurement
30-40% of tenants use a professionally managed amenity vs only 8-10% for unstaffed fitness amenities
Decreased liability risk
Revenue and expense management
Shared vision with Property Owner/Manager
Help build community within companies and buildings
With over 45 years of experience in club management across Canada, LIV North is prepared to work with your team and develop plans and programs to meet and compliment your organization’s goals. Whether the goal is engagement, usage, revenue or tenant retention, we can help.
Believe it or not, millennials now make up the majority of the workforce1. Has your employee wellness plan adapted?
Millennials get a bad rap. They are actually a hard working, problem solving generation as they have been forced to adapt to less than ideal conditions in a lot of areas of life. Many also feel the pressure to prove the stereotype of millennials wrong.
With that being said though, millennials come with some different needs than the Baby Boomers and GenX that share the workforce with them.
Here are 3 key points that the LIV North Fitness Management division keeps in mind when planning an employee wellness program that includes Millennials:
Make it adaptable.
While millennials may be hard working at work and do as they are instructed, in their own personal lives they expect programming to fit their wants and needs. This may include activities they can do on their time when they are ready and not scheduled activities. It should also fit into the area of wellness they enjoy – not just reading nutrition labels and the importance of sleep.
Make it available.
One stereotype of millennials that is true is that they live by their technology. Any wellness offering needs to ensure it is utilizing technology (mobile, wearables, etc.) and be as accessible as possible. Apps, gamification, and on demand services are very important.
Make it FUN!
In the past few years we have seen our traditional programming that involved checking the boxes in a scorecard transition to more grand, beautiful and engaging challenges to attract the millennials in. Everything from the website, emails and apps have to be considered for the look and the flow. Take the virtual Amazing Race challenge that LIV North ran in the Spring of 2021. A team of LIV North staff created and ran a very immersive virtual challenge offered at 10 facilities across Canada – from Halifax to Vancouver – with 126 participants joining in. It was fun, it connected individuals from across Canada and hit all aspects of wellness with options to fit the needs of the user.
This all sounds like a lot to consider and it is worth it! A workforce that can be slightly more engaged can result in profit increases as high as 12% – and that is just slightly more engaged, not even highly2.
If you would like to learn more about creating challenges and programming for your millennial workforce and to see how LIV North is offering engaging on site and virtual programming to 75+ clients across Canada, we’d love to hear from you!