Three of our values here at Lean Strong are:
- Exceed expectations
- Open and honest communication.
- Kaizen (continuous improvement/get 1% better every day)
Because of this when you fill out a question/comment for our comment box or answer one of our surveys, we take the responses to our team meetings and post our answers to you! We’ll update this post every month with the most recent questions at the top.
Your feedback allows us to know where we aren’t exceeding expectations so we can practice Kaizen and continuously improve, and as you know open and honest communication is key for any relationship – including a coaching one!
Thank you for trusting us with your health and fitness goals… and for helping us continue to make this the best experience for everyone here :). If you have anything you’d like to add, please feel free to email me directly at Benjamin (at) LSFit.ca
Q: Sarah is a excellent at her job and is very knowledgeable, she’s a keeper.
A: Awww thanks – we feel the same way :).
Q: Promote indoor shoes.
Thanks for the feedback! The reason we allow training without shoes is that it can actually be safer for a number of exercises, and for many people allows better muscle activation, balance and control. For some people, such as those with orthotics, shoes may be better, but for a lot of people wearing shoes when training is like trying to wear winter gloves when typing – it’s just clunky and hard to control. I know this is strange as most gyms force you to wear shoes, but when shoes come off, it leads to better results for a lot of people. We do make sure that everyone is safe (careful when moving equipment) and that everything gets cleaned, mopped and wiped down regularly. I (Ben) or any coach is happy to discuss this with you if you would like more information or have concerns :).
Q: I don’t really like being asked what did I do well today? Don’t like self reflective questions- my issue, not yours.
A: That’s totally fair! Although we believe being ale to reflect allows us to learn and do better on our health and fitness journey, we also believe in meeting people where they are at and won’t force you to do anything! If you like, feel free to use the simple answer of “Showed up” when asked what you did well – you can use it every time if you wish!
Q: Wish Pam had more openings in the morning during the week at 6:45 am. 6:00 am is just too early for me.
A: Thanks for the feedback on this! Going into September is especially hard with scheduling as many people change times around, and some have reserved spots but don’t have the best attendance. This month we are working to make sure people are using the times they reserved, and we are also looking at adding a second coach on another morning during the week. Thanks for your patience with this though!
Q: I love the experience at LSF. Best gym I’ve been to.
Q: Ease up on making catch up/missed sessions to be rebooked within the SAME month, doesn’t work quite so well when nearing end of month and having to rebook a make up session and not many days left to do – doesn’t really work for my work situation.
A: Great comment, thank you! This is a tough one as on one hand, if you don’t have structure or ‘rules’, things fall into chaos and we can’t do a good job. On the other hand, we want people to show up and benefit. Part of the reason we do the “sessions per month” and rebooking in the same month is to keep people accountable to get all the sessions in – when I used to sell session “packages”, twice a week training slowly got extended to once a week then once every 2 weeks, and it’s a lose lose – results suffer and that time slot isn’t used. By having a deadline, it pushes people to get in workouts when they might not otherwise have done it, which is now a win-win. That being said, we do know everyone has a different schedule and emergencies happen, so we are happy to make exceptions for people when needed. Please don’t hesitate to contact me (Ben) or Kat directly if this is the case :).
Q: I like the personal attention, staff getting to know the client, like the gym size and number of clients, location, easy parking and of course the DOGS, love the dogs.
A: Thanks! The dogs are pretty awesome – we will let our neighbour know you appreciate them :)… especially the puppies!!!
Q: Look at integrating [Heart Rate Monitoring] into training.
A: We’ve looked into this, and at this point isn’t the best fit with our model, as we focus on more technique, strength and good form, and are looking at more than simply cardiac output. That being said, we do have some members who have HR monitors and will track it with their phone in a session, especially for their conditioning as there can be tons of benefits for the right people to use HR training. If you want to do that, please let us know and we’d be happy to have you do it too!
Q: I’m still a little fuzzy on how I use my invoice from LSF for my insurance claim… but I’ll be sure to ask when I’m in next. 🙂
A: Great question, and we know this can be hard. Different companies have different procedures, and unfortunately this is the one aspect we can’t help with – trust us, we’ve tried, but because we aren’t you, insurance companies won’t actually talk to us due to confidentiality things (which is understandable, but frustrating). We would be happy to chat with you 1:1 to see what we can do to advise you, but you will have to then do the actually submission. You can also chat with your insurance company to see what they need and they can give some guidance. Looking forward to chatting when you are in next to help how we can! Thanks for letting us know!
Q: Experience is excellent, keep on me to do my best and critique my form.
A: Thank you – we’ll make sure to stay on you and make sure technique is top notch!
Q: Please ask people to wear socks or shoes.
A: We totally feel you on the hygiene part – as you know we make a massive effort to keep the gym clean and organized. The reason we allow barefoot training is that having our feet directly in contact with the floor can actually be better for muscle activation, balance, and technique in many movements, and can be hugely beneficial for a number of our members. BUT we will make sure everything continues to get wiped down after sessions, plus the gym is mopped thoroughly at least twice a week.
Q: There’s a bit of a funky smell at the entryway….did someone maybe spill a protein shake?
A: Thanks for the heads up on this! We haven’t had anyone mention anything about this, but we will definitely make a point to clean the front extra next time. We do have neighbours who make yeast (opposide side of us as axe throwing) and sometimes can make a very distinct smell. Thank you very much for letting us know!
Q: A little bit more of personal attention, especially for the newbies like me would be extremely helpful. Also, my program is designed by a coach that I never worked out with, it would make more sense if the coach designing my program supervised one of my sessions once every two weeks before writing the new program.
A: Great points! We honestly go back and forth on the balance between attention and independence. On one hand, we know that if we helicopter-coach people and do everything, people don’t learn anything, so we have to give some space. BUT on the other hand, sometimes different people need different amount of space. I want to give you a sincere thanks for letting us know, and please don’t hesitate in a session to ask for some extra attention in a session – we would love to serve you. From the program/coaching side of things, we actually review members weekly, so although the coach may not see you directly they still get TONS of feedback about programming. That being said, if you prefer to have a coach who sees you write the program we would be happy to switch coaches for you. Please let us know and we can do that ASAP.
Q: I’m happy with everything about my visits and I can’t think of anything to recommend.
A: Thanks! If that ever changes don’t hesitate to reach out! We appreciate your support and positive feedback!
Q: Another shower would be helpful.
A: We debated this when we did the build out of the space, but due to city of Guelph regulations, size of the space, and usage, it just wasn’t feasible. That being said, all members are very accommodating with the shower, so if you have a tight timeline I am confident you could pop in first and get in and out before someone else. We also have 3 more washrooms (toilets, not showers) so will make a point to encourage those who don’t need the shower to use those and keep the shower-bathroom for those who need to shower. Worst case scenario, we are happy to work with you to find times that aren’t as busy, ans 95% of the time, the shower isn’t in use, and only a couple times a week have it busy. Thank you for the feedback on this as we know thing aren’t perfect (yet!)!
Q: In my first appointment with Andrew and the Physio, there were a couple moments – particularly with Physio, where I felt like I was being welcomed into a journey to health. This didn’t feel particularly respectful or mindful of the incredible amount of time and energy I’ve already put into recovery/nutrition/health/etc., or recognition that LSF is one very specific piece of the puzzle for me (injury prevention) and not the foundation of my health journey.
Thank you for the honest feedback on this! I apologize you didn’t feel respected, as I can 100% assure you our intention was not to imply that LSF is the be all end all, or that your experience and efforts to this point weren’t valuable. I am sure this is a communication error but will make sure this is addressed! Please feel free to contact me (Ben) directly at Benjamin (at) LSFit.ca for anything like this, as we take personal experience and care very seriously, and I promise you we don’t want you to be offended by anyone on our team!
Q: A Garbage upstairs near the mats or before you go downstairs would be helpful.
A: Noted! We have one by the comfy chairs but we will try moving it to see if that’s better. Thanks for letting us know!
Q: This gym is the best experience that I have had so far – and I’ve been to a few – lol. I have never dreaded going to LSF and I always feel so fantastic when I leave . I really don’t know how you could make this whole experience better.
A: Aww… thank you, that means a lot! We know we aren’t perfect, but we try, and we appreciate you appreciating that! If you can ever thing of anything, or we drop the ball in any way – no matter how small – please make sure to speak up so we can address it!
Q: I have noticed the warm up area a little dusty in the evenings/Can the boot mat get a good summer cleaning?
A: Noted! We are in an older, industrial building, so part of the compromise of an awesome space with great parking and lift is a bit of dust, but we can do better! When I chat with our cleaning team member about the protein shakes I will also mention this, and we will make sure the boot mats get a good clean. Thanks for letting us know!
Q: I set up my workout station – barbell and floor activity. While I was doing my exercise people walked over to my bar and changed the settings without asking. Please remind family of gym and manners.
A: Thank you for sharing this! I assure you nobody intentionally wanted to steal your bar, the likely just didn’t know you were on it. We’ll bring this up in the team meeting to make sure we know who is where (sometimes it’s easy to miss when it’s a bar for pushups without weights, or thinking someone is done). And if this does happen again, don’t hesitate to mention “I’m still using that” to a member – I promise if there is a need to share, they can put it back to your setting when they are done, and if there is open space they can go to another station. Thanks again for the feedback on this :).
Q: Air conditioning upstairs please.
A: We’ve just moved the fans around as we realized the air circulation wasn’t set up well – it should be better now! Thanks for letting us know 🙂
Q: [Better music]/[Music too loud]/[change the music]
A: Thanks for the feedback! We know we aren’t perfect with the music, but please don’t hesitate to ask for any changes to the playlist or the volume. We use google play music, so sometimes a really great playlist will hit a couple slow songs, and as coaches we don’t always catch it right away (we’re focused on the people and it becomes background). If you have any preferences for music type, volume or anything else please let us know – this is an easy fix but if you don’t tell us we won’t know.
Q: Even more times into the evening and early afternoon.
A: We’re always tweaking and adjusting our schedule, but we know we aren’t perfect. We work hard to strike the balance between having enough options and not having them be too empty. As it stands we have about 75 different sessions per week, but we are always adding and have added more evening and early afternoon times to the list. Thanks for letting us know!
Q: The best classes are when there is 2 clients including myself. I know that’s super unreasonable considering class sizes are already so small, But hey, you asked! ;)/[class size comment]
A: We appreciate you asking :). Our IDEAL size is 3 per session (max of 4) with 1 coach, or 6-8 for 2 coaches. Unfortunately if we always have 2 people per session our margin is extremely tight and doesn’t leave room to do more than the bare minimum for members and the team. We have on occasion had 5 people in a session, and I want to confirm that is an error not the norm (occasionally our booking system makes an error and we feel bad kicking someone out).
Q: Allow time for us to get to know each other in a structured way.
A: Yes! Thanks for mentioning this. We have experimented with a ‘name game’ with mixed results, but we agree it’s important to make connections and build that community in the studio. We will make an effort to introduce people who haven’t met yet, but also know you are welcome to say hello to anyone and they will appreciate the intro as well!
Q: I love the technical demonstrations; Coaches will show me what I’m doing (incorrect form) and then demonstrate the correct form. It’s insanely helpful.
A: Thanks for the feedback – we have a very high standard for what we consider “good form” and make an effort to push people towards it in a safe and constructive way. Thank you for appreciating our efforts!
Q: More AC. It gets hot when we’re working out on those steamy, humid, hot days.
A: Absolutely – we have the AC on full time now. Last month was depending on the day (it’s sometimes nice to have the doors open for fresh air vs. AC) but now that it’s hot we have it going all day and night. Thanks for reminding us!
Q: A few times (eg thurs at 645) are pretty busy. Hard to find space to do things. Has only happened a few times though!
A: Agreed! We’re actually entertaining the idea of changing the layout of the studio as we think we can make it more organized for everyone. If you have suggestions please don’t hesitate to tell us – we value your input!
Q: You guys are doing great. Keep doing what you have been doing.
A: Thanks 🙂
Q: I really appreciate Pam’s attentiveness when she is there. She is constantly watching everyone, calling out encouragement from across the room, and making sure to spend individual time with each person equitably. I would like this more from the other coaches; that perhaps they chat less, and try to give more frequent, personalized attention. I love the pointers they give me, when I ask for it, but would like them to be more responsive and try to the best of their ability to anticipate what people need help with.
A: This is exceptional feedback – thank you for bringing this up! This is something we are VERY aware of, but know we have space to improve. We strive for the balance between coaching and building connection, and depending on the coach, group and day it varies. If you (or anyone) knows the specific way you like to be coached, please let us know as there are others who might prefer it a bit different and we want to tailor our approach to what is best for you. I am happy to chat about this privately if you don’t want to tell the coach – please email me at Benjamin (at) LSFit.ca :).
Q: “Sarah & Andrew = Dream Team, thanks for a great workout!”
A: Thanks! We work hard to operate as a team on the floor and we’re really glad you appreciate the effort!
Q: “More fans upstairs please”
A: Deal! I picked one up yesterday and it’s now upstairs. There are now 2 upstairs and 2 downstairs plus the ceiling fans. We also have the AC running too!
Q: “Get a bed for Physio assessments”
A: Agreed! This sounds so obvious I don’t know why we didn’t think of it! This is on my list for this week and we’ll have it for the next assessment day. Thanks for the suggestion – we really appreciate the feedback :).
Q: More weight lifting gloves….and a hot tub 🙂
Great comment! This is something we’ve gone back and forth on as a group. On one hand, we want to do anything we can to make workouts better for people. On the other hand, sharing sweaty gloves can be… less than ideal. We do have the lifting straps, so if it’s a “pain/uncomfortable holding the weights” the lifting straps might be perfect as they don’t go over your whole hand so they don’t get sweaty. Ask a coach next time you’re in, but if we need to buy more lifting gloves we can.
We’ll put a hot tub on the wish list for LSF V3 lol 🙂
Q: If members could book sessions online 45 days in advance, that would help in terms of having a set schedule.
Hey – thanks for the suggestion! We have toyed with extending the booking time, the problem is if we go too far in advance, we find we have to move people around and it ends up being an inconvenience. Doesn’t mean we can’t try again in the future, but for now 30 days lets us manage it better.
Q: People looking for different ways to train – grotto has a woman who trains on silks and does classes in back (i.e. what can we do outside of the norm?).
Great ideas! As you know, our philosophy is around being active and healthy for lifestyle, so different ways to train is key to staying engaged and having fun. We have thought about adding yoga or some community classes, and may be starting one/some in the near future. Part of what we do is knowing what we do well, so this is where partnering with other complimentary places comes into play – they are the experts at silks, etc. so if we can refer to them it’s probably better for members vs. us learning. If you know anyone please let us know though, as I would be fine with someone using the space to help our members!
Q: Check ins emails not working the last few weeks
A: Our system crashed, and we can’t figure out why. What used to work to fix it no longer does, so we are looking at a new email system and hoping to change in the next couple weeks to get that sorted. We appreciate your patience and apologize for the error :(.
Q: I’m bad with names. Since I always see the same people in my session, I know their names, but the people in sessions before and after, I don’t and I would like to so I can actually use their names when making small talk. So if the coaches can help with that somehow that would rock! Maybe writing something on the board or just loudly saying those people’s names? Kind of absurd.
A: Not absurd at all! We aim to play a ‘name game’ at the start of sessions so will make sure we are more diligent with that.
Q: I’m not sure how fun you can make 6am workouts in the winter, but the atmosphere is pretty good.
A: haha you are right, but we can definitely make an effort to bring more energy to the 6ams when it’s dark and dreary outside. Thank you for your dedication to come even when it’s early and cold!
Q: When we had the grand opening it was great to have everyone together, it was alot of fun – it would be nice if we did something similar with all the members 1 or 2 times a year – a group training experience.
A: Totally agree, and you read our minds! We want to do an annual summer social/workout now that we have the space, but we can look at doing it more often as well 🙂
Q: CLR the showerhead
A: We’re on it – thanks for suggesting that!
Q: Don’t have too many ppl starting new programs in the same session
A: Fully agree. This is something we make a point to be very aware of, but due to rescheduling, time changes, etc. it’s something we can’t totally predict. We are working to make sure that transitions with new programs are smoother though!
Q: Later availability on Fridays
A: Every month we review session capacity, desired times, and look at what needs to change. We’ll add that to the list of sessions people would like! Currently we have a 5:15pm and a 6:15pm.
Q: I love coming there. The only that could make it a better experience is to have unicorns greet me at the door!
A: LOL – I will call the department of magic to see if we can rent a unicorn for a couple days a month 🙂 (Side Note: Since posting these comments….thanks to our family member who gifted us with Blitz the Lean Strong Unicorn who sits at the front desk to welcome everyone in!)
Q: Making sure coaches are suggestive when I need to increase weights or reps or if they think my effort is lacking.
A: We talk about this a LOT as a team. We’re not perfect but we’re always looking for the balance of pushing people, but not pushing them too much. We’ll continue be diligent in knowing where you need to improve.
Q: I find the MindBody online system frustrating, personally. Cancelling is easy, but re-booking afterwards has been a challenge. Booking Indy hours as of the first of the month is also hectic.
A: We do as well, but unfortunately Mind Body is the best option out there for fitness places now (definitely room in the market if you want to start a billing/scheduling company!). Part of this is because we pre-book people it sometimes misallocates sessions. The norm in fitness is to have everyone book everything first come first serve, but we don’t think that’s fair. By pre-booking it is better to guarantee you a time, but it does make the system glitch periodically.
In terms of indy hours, we are looking at ways to make that work better within Mind Body but right now the first of the month opening is all we can do. If you have ideas please let us know!
Q: Not going to lie, not much of a high fiver at my age
A: Thank you for humouring us anyways :P!
Q: Cups for water…i forget my bottle sometimes and towels and bottled water during workouts
A: We’ve got cups by the water filtering machine at the front desk if you need water and forget your bottle. In terms of towels, this is something we would LOVE to have, but (full disclosure) cannot afford to do without raising rates for everyone, and we don’t want to do that.
Q: Have discussions with coaches (who don’t make my programs) about my goals and progress outside of training time
A: We review all the members as a team every Tuesday at noon to see who needs help, changes, etc, and do our team professional development meetings to make sure we’re all on the same page, but we know we aren’t perfect (yet!). We’ll continue to work make sure we all are in the know!
Q: Sometimes the music is too loud, but I know for many it is energizing. It can be distracting.
A: Thanks for bringing this up! We use google play for music, and sometimes songs are louder/quieter than the one before, so if you ever feel it’s too loud/quiet please just ask we bring it down one. We want energy, but we also want you to be able to focus and hear our coaching cues.
Q: The space is absolutely great! My only recommendation would be mirrors to ensure we can see that we are doing the exercise correctly.
A: Thanks! We know mirrors are the norm for gyms, and we’ve looked at adding mirrors but the reason we don’t is (ironically) when people are watching themselves in the mirror, turning your head could be the only thing wrong with technique (i.e. think looking sideways for a squat or deadlift). We’ll keep this idea top of mind though in case we want to add one in a specific place in the future.
Q: Perhaps offer alternates proactively when there’s a holiday closure?
A: Great idea! We’ll make sure when we email for this we suggest some open times. Also if you ever need a hand with scheduling please email Kat at Info@LSFit.ca and we can help :).