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
May 2019
Q: I enjoy the comfortable and encouraging atmosphere
A: Thank you! We work hard to make that atmosphere and appreciate your feedback!
Q: The floors need more frequent cleaning (noticeable dust+hair before roof work being done). Otherwise, keep up the amazing work!
A: TOTALLY AGREED! We’ve noticed this the last little bit and know it gets worse with the doors open which it’s the season for. We just chatted as a team to make sure we step this up so please keep and eye out and let us know if it gets better or still needs work!
Q: Please put a spray bottle of cleaner on the upper level
A: Hey! We have one on the metal rack right beside the paper towel. If you don’t see it let us know and we can point it out when you are in next :).
Q: I love that most of your clients are just like me…a little more “ mature” and trying to get back on track with our health and fitness. I also love that on the days that I am struggling, the trainers provide extra motivation and a shoulder to cry on!
A: Thanks for the feedback! We mean it when we say we want to help regular people live remarkable lives, and do our best as a team to balance the motivation and support :).
Q:Please put better hand soap in the bathroom.
A: Thanks for the feedback! A member gifted us some natural hand soap we are trying out. We can definitely go back to what we were using before though!.
Q: So far, I’m super happy with everything! Unless someone could carry me to my car after my workout lol!!
A: Hahaha! We’ll add that to the “future improvements list” 😉
Q: I like how the studio is calm, I am able to focus on my training. Please add some yoga bolsters to the wall, so we can put our legs up on the wall. It is a great pose post-workout.
A: We’re glad you appreciate the energy of the studio – we are here to support your training! We discussed the Yoga bolster suggestion at a recent team meeting and Pam has an idea to do this for you. We’ve got you!
April 2019
Q: Thank you. I always seem to leave here with a smile
A: You’re welcome! Thanks for coming!
Q: Could we explore the option to have Spotify music for the gym?
A: Of course – can you follow up with me (Ben) directly please? I don’t really know how to use Spotify and would love to chat about the benefits/drawbacks and how it can be better than what we currently have. I’m open to change just need your help!
Q: I love Jay <3. That is all.
A: We love Jay too! Thanks 🙂
Q: Smell is getting intense when I come in. Help?
A: Thanks for the feedback on this! Can you reach out to me directly to let me know what smell? I’m assuming it’s the roof but I would like to confirm to see what we can do to improve it for you!
Q: Jay says things that make me feel so good about my work + progress!
A: Jay is the coach of the month apparently! Thanks for the feedback and glad you love him!
Q: Open on Saturdays for PT and Indy sessions. Struggle to get my sessions in during the week.
A: Thanks for the suggestion! We actually used to be open Saturdays and Sundays, but found it to be too much to be open 7 days a week. Then we had the members vote for which weekend day to keep and Sundays had more votes so that’s why we changed. I would like to see if there is anything we can do to help with your schedule – we know that can be a challenge!
Q: Please encourage members who use the sled with weighs to remove weights when they completed their set. 45lb plate too heavy for me to lift out comfortably.
A: AGREED! Thank you for mentioning this – I know we can sometimes get a bit lazy as coaches and not always take off that last 45 when we absolutely should. Please keep us accountable and if you you notice we didn’t to ask for help moving it – you aren’t alone!
Q: Sarah has grown so much as a coach. She was great to start, but has become even more attentive, creative and helpful.
A: Thanks for the feedback! She’s made incredible strides in her coaching and we appreciate you appreciating her progress!
Q: Can we make the sessions 1 hour long?
A: Thanks for the suggestion! Way back when we actually used to do 1 hour sessions, and based on the overwhelming feedback we changed to 45 mins. Can you contact me directly to tell me a bit more about your thoughts on this? I’d love to dive into it, and there might be a way to help you (i.e. come earlier, etc.). My email is Benjamin [at] LSFit.ca.
Q: I love what you’re doing and how you’re doing it. If there was one thing I would change, I would like a less expensive option to use your gym long term.
A: I’m glad you love it here! We actually do have less expensive options that are intended for long term use – I sent you an email to follow up on this (thanks for leaving your name!)
March 2019
Q: I totally get it’s a winter thing – but I think there’s a little bit more grit getting tracked through then usual (or on reflection, maybe it’s just the bench area closest to doorway – did a little hand sweep during pushups and all good tho!! 🙂
A: You are totally right! We work hard to keep the gym clean, and now that our 2 new cleaners, Laura and Grace, have started it’s better but can still improve! Thanks for the feedback!
Q: I like feeling the sense that you really care about me
A: We do! 🙂
Q: Sometimes depending on the coach you are told a different way of doing the exercise. Form needs to be consistent.
A: Thanks for the feedback and I SO agree! All coaches have their own style, which is great, but we’ve really been working to bring our coaching and cueing into common language. Thanks for the feedback on this and we will keep at it!
Q: I can feel improvement and like the direction and coaching!
A: Great! Thanks for letting us know!
Q: It was a little crowded when I was in.
A: Thanks for the feedback! We have a maximum of 4 members per coach, but when we have indy sessions it can be another 1-2 people so we know it gets busier. We’ve been working to re-arrange the gym and encourage sharing of equipment, and will continue to improve so it doesn’t feel crowded. Please let us know if it’s better/worse/same in the future!
Q: Could we try to get unscented/ no perfume hand sanitizer?
A: Absolutely! I will make a note for our next inventory purchase to see what the options are.
Q: Please no bare feet on the gym floor
A: Thanks for your feedback! We had this question in the summer (scroll down for July 2018 to see the answer and how it relates to exercise). I am sure this will come up again so we can chat as a team to come to a consensus that is a win for everything. We appreciate you bringing this up!
February 2019
Q: Lean Strong is my Happy Place. I am deeply grateful to have LSF in my life. I feel you see me as a person and are flexible in your approach. You understand I workout to live I don’t live to work out.
A: Thank you for the feedback! We try to view fitness as something that can enhance the rest of your life, and I’m glad you are seeing that in our approach!
Q: Could we get some full length smooth foam rollers? It is hard to lie down on the short ones which certain physio exercises need
A: Ordered – thanks for the suggestion!
Q: Take down the Christmas cards… leave 2018 behind 🙂
A: LOL you make a good point! I have been putting all the cards we receive on that wall – some Xmas some just Thank You cards. I’ve been doing this since we first opening but I understand how the Xmas cards are out of season haha!
Q: Your staff is #1 reason I keep coming back – everyone is fantastic. Also the staff’s (and especially Ben’s) interest in each clients personal growth and well being / not “just” fitness focus. That is a very unique aspect of LSF. The sincere caring culture is great – Well Done Ben. You’ve created a very unique experience.
A: Thank you! We work hard to deliver something special and really appreciate the kind words 🙂
Q: Could I receive a wee bit more attention?
A: Absolutely! We’re always working to balance giving people autonomy and independence and stepping in to fix and correct things. As you can imagine this is an art and science, and everyone is different so we are always working to refine it. This comment was anonymous – could you please email me at Benjamin [at] LSFit.ca so I can chat with you to make sure your needs are met?
Q: Great people, staff and clients.
A: Thank you! You’re great too 😉
Q: Shovel the path along the building from the parking lot in the winter months. Just doing the steps doesn’t go far enough (so to speak).
A: Thank you for the feedback on this! I’ll add this to the team meeting notes for the staff!
Q: It’s the personal coaching and environment that encourages/ensures that I do each exercise properly and fully, and to give effort for the full 45 minutes that keeps me coming back!
A: Thank you for the feedback and glad you are enjoying your experience! If the way you feel ever changes please let us know right away!
Q: I don’t like the lighting [but changing it] is pricey.
A: Thanks for the feedback on this! The lights in the main areas were put in by the landlord when he renovated the building and are all energy efficient LEDs, but we can still be open to new ideas!
January 2019 & December 2018
Q: Could we get wireless speakers to make the sound more consistent/not having to spot fix them?
A: Hi! Jay, being the amazing human he is, has graciously fixed the speakers for us. But if there is a problem again we will get new ones as great workout tunes are key!
Q: Would it be possible to have the bathrooms cleaned more regularly?
A: Yes! As of right now we are in the process of hiring a new cleaner and it looks like we will have the bathrooms cleaned DAILY! Thanks for the feedback on this!
Q: Everything is great 🙂 I’ve already started trying to get some of my friends to join because I’m getting so much out of it.
A: Glad you like it! We always have space for some of your friends to join the family :). When they are ready I would love an introduction!
Q: I would prefer if there was no heavy metal music playing, I do not think it is appropriate for the mature population
A: Thanks for the feedback! Music is a never-ending item for us (scroll down to see lots of comments on other months) and because it’s so subjective to personal preferences (some people like heavier music), we know we can’t please everyone. That being said, if you aren’t a fan of what’s playing please let the coach on the floor know as we have a playlist that’s a mix of songs people have suggested and is a bit more friendly to everyone.
Q: I love LSF because of the community and family like atmosphere. I like the accountability that LSF provides. LSF has really changed my life. Never in my life have I exercised 6 days in a row because I wanted to. You all have helped me along with that change
A: YES! High five! Thanks for the feedback and glad we are helping you make a change in your health :). Actually wanting to workout is a HUGE mental change, and we’re excited to see that happening for you!
Q: A couple of ideas to help keep LSF as green and locally friendly as possible: what about cutting up some old towels and using a rag/day in each wipe-down location instead of paper towels? The spray could also be vinegar and tea tree oil. Also, I know it was suggested before; your incentive Starbucks cards are so thoughtful – could we switch them up to Planet Bean or something more local instead? . There are a lot of people who come to LSF who would really appreciate this switch and greater support of the local economy/independently owned and ethical businesses.
A: Thanks for the feedback on this! Starting today our next purchase of gift cards will be Planet Bean! We actually already use an organic cleaner and refill the spray bottles – the one says Lysol but it’s not actually Lysol – sorry for mis labelling it! In terms of the rags I 100% agree with you, and we have tried this in the past but unfortunately couldn’t be consistent with the laundry and it ended up being more of an issue for us. This doesn’t mean we can’t revisit it down the road, especially if our new cleaning person can take on this role.
Q: I find it difficult to remember the exercises, thankfully, Sarah has been great, guiding me effectively through the private sessions, I’m concerned that I won’t get the exercises right during my ‘indy’ time.
A: Thanks for the feedback! We agree – Sarah is great! You are totally justified in feeling you might not remember things right in the indy time. In fact, you will probably make some errors, and that’s okay – it’s part of the leaning process and your program is designed to meet you where you’re at, meaning we don’t expect you to be perfect and we’ve put in exercises that have an even lower risk of injury. The best advice for this is to remember what you can and do your best, embrace the learning process, and ask questions on the next coached session for what you struggled with. We’re here to help you on your journey!
Q: You guys rock, you are all so knowledgeable and very attentive. I love it.
A: Thanks! You rock too! In all seriousness we appreciate this – we work hard to continually improve (coaches have learning plans, weekly professional development and an education fund) so thanks for noticing :).
Q: That LSFit Playlist is starting to feel repetitive (I imagine much more so for the coaches!)
A: LOL agreed! We can add some more songs to the playlist – as I mentioned above music is an ongoing thing and we will never please everyone. If you have some songs you want to add please let us know and we can add to the playlist for an ever-growing playlist of awesome workout tunes :).
Q: I feel safe, appreciated, and engaged. It really does feel like a community, thanks to such wonderful staff. Plus it turns out that a huge number of my co-workers also go here, which is neat. I’ve been coming 2x a week for about a month now, and I’m noticing that my joints have stopped getting worse and started getting better! This is my first experience with weight training. It’s been wonderful realizing that my body is getting stronger as I am guided in increasing the intensity of my program.
A: Amazing! Thanks for letting us know and we’re glad you’re getting stronger, feeling better and are enjoying the community! Thanks for being part of the Lean Strong Family!
Q: I am easily bored with doing the same exercises. I know there is a method behind it but I don’t feel like I’m moving forward / successful. I also don’t want to do the same as everyone else, ex. Chin ups. They are not on my A list. Thanks
A: I totally get you. It can feel repetitive to do the same things, and there is legitimacy in “switching things up” but part of the sustainable approach at LSF is to make sure you are learning proper form. The biggest part of good form is practicing the main movements (hence why many people have some of the same exercises)! That being said, it doesn’t mean we can’t make a change! This comment was anonymous otherwise I would reach out directly but if you can please tell the coach on the floor on your next session (or email me) and you will be taken care of 🙂
Q: I think I’ve had one coached session with Sarah now and she was great at explaining and demonstrating the new program. Andrew built the program with some feedback I gave from the last program and it’s exactly what I was looking for.
A: Thank you for giving us feedback so we can build your program! We know where we want to take you for your goals, but that feedback for the next phase of a program is key to making sure you are enjoying the process. Please keep letting us know if you want changes – we actually WANT the feedback to serve you best 🙂
Q: I find the gym temperature to be too hot for me. When I look it’s typically registering 71 degrees which is uncomfortably warm for me. As you know the upper floor is even warmer than that. Is it possible to have a lower temperature range of 65-68?
A: Thanks for letting us know! The temp is supposed to be set to 67 degrees, so it’s surprising that it’s hitting 71. I will check with the coaches to make sure we are keeping it where we want it for everyone’s comfort.
Q: I believe a shoe horn would be well used. Not a big issue, just a suggestion.
A: Thanks for the feedback! A shoe horn has been ordered and Amazon says it will be here Feb 7th :).
Q: I wasn’t feeling pushed a little bit ago, but now that we have increased lots of weight I feel more challenged. I would like to bring my heart rate up a bit more. This is great!
A: Thanks for the feedback, and thanks for letting us know you needed the push. Part of our approach is to meet people at their ability levels and push them as they are able. As you can imagine, especially with different people progressing at different speeds, we aren’t always 100% accurate in judging that, so letting the coach know is key for us to make sure we are always safely pushing you. In terms of getting your heart rate up a bit more… we can definitely help with that! Let the coach on the floor know when you are in next and we will make a note and have some fun changes for you 🙂
Q: Scheduling/ I am disappointed that there are extra charges for yoga and nutrition. When I join I understood that everything was included in the monthly fee and that there would not be surcharging.
A: Thanks for the feedback on this! You are totally right that part of what we do is to have a service that covers all the needs for 90% of people. In the last 4 years we’ve learned for the other 10% of people, we sometimes need to dig a bit deeper than we can in the normal membership. That’s why we address habit and nutrition change in strategy sessions and check ins as part of the normal membership, but are offing a deep dive nutrition program in March and the paid yoga – both are the first time we have offered them and they are both are because members asked for more. Once the paid yoga is done we will resume the monthly-ish free yoga. All this being said, this comment was anonymous, so you can please email me at Benjamin [at] LSFit.ca so we can connect and I can address your concerns personally? I especially want to chat scheduling as we want to make it as easy as possible for you to show up :).
Q: Love the format and trainers, Pam & Sarah, and love that I can go at my own pace! I’m also enjoying working with Kat on some weight loss and nutrition goals.
A: We’re glad you’re liking it! If you ever need a push, or your opinion changes please let us know immediately so we can adjust to serve you!
Q: I like coming and that’s a HUGE improvement over any other gym I’ve tried. The one thing I could say is that I get the opportunity to work out with MY coach (Andrew) once in a while so he can see what I’m doing. I know I can plan that with my schedule but he doesn’t seem to work when I can come.
A: Awwww, thanks! We work hard to make it a gym, but not feel like a normal gym! We do know that scheduling with the coach you want can be a challenge, but you are always welcome to reschedule one of your normal times to a time when Andrew is working – he’s Tues, Weds and Fri mornings as well as Wednesday evenings. I know he’d like to see you too!
November 2018
Q: Could we try doing the whole food challenge in Sept when it is harvest season? That way there is more selection because of farmers markets instead of relying on the grocery stores.
A: Great idea! We didn’t even think of this but what better way to get whole foods than do it during harvest season? Thanks for the suggestion!
Q: Can we please get a treadmill?
Thanks for asking! We has this question In October as well and the short answer is not right now. I know that’s not helpful, but we are very intentional with our equipment choices always keeping member success and layout in mind. If this is a question about adding more cardio, we would be happy to change programming for you, and of course always happy to chat about this in person too.
Q: I enjoy my workouts – well, I should say I like how I feel afterwards.
A: Haha thanks for the feedback! That’s how I feel about my workouts too 🙂
Q: You may wish to reconsider running 2 sessions at the same time. While in theory, the space could accommodate 8 clients, in reality, it could be challenging, especially with some users not respecting personal space of others.
A: Thanks for the feedback! Our model isn’t traditional personal training, and that’s very intentional. For those that need it, we do offer 1:1 training options for those who need more attention, so if you are interested in that option please email me at Benjamin (at) LSFit.ca and we can discuss. That being said, we know the layout can be tweaked a bit, and it’s always a work in progress to help remind everyone to share things. We’d love it if you can help lead and ask other members in the space if it’s okay if you can share/work in with them – sharing is part of what community is all about!
Q: This is what keeps me coming back: The space, the programs, the small group format, the coaching – Andrew is an amazing coach!!
A: Thanks! We’re really glad you are enjoying the experience! We think Andrew is an amazing coach too 🙂
October 2018
Q: Can we get another clock that has a second hand to use for timing myself?
A: YES! I ordered one a while ago and as of me writing this (Oct 31) we just received it in the mail. It will be installed soon 🙂
Q: I feel my experience is complete and great!
A: Thanks!
Q: I don’t want to be pressured to sign the new black board
A: You absolutely do not have to sign the new blackboard. We believe everything is optional, so if you don’t want to just say no thanks and that’s that!
Q: Is it possible to get another cardio machine? Possibly a treadmill?
Thanks for the feedback! The amount of cardio we have is actually intentional – we are big believers in efficiency and especially when most members average about 2x/wk with us, we want to make sure people get the biggest bang for their time. If this question is about getting more cardio in, we can change your program to include more of it, and we also encourage many of our members to get extra cardio in on their own as well. If you have a specific question please email me directly at Benjamin (at) LSFit.ca or chat with your coach so we can help!
Q: Can we please get a Bosu Ball?
Thanks for the feedback! I will add this to the list to chat with the team about for the next time we do equipment purchasing!
Q: Could we look into getting a sauna?
Oooohhh great idea! I would LOVE a sauna! Unfortunately we need all the space we currently have at the studio, but I will keep that in mind if/when we move to a new space! Nothing like a post-workout sauna sweat!
Q: Can’t think of any improvement that need to be made. All good.
A: Thanks! If you do think of something let us know!
Q: I wish that members could have 1 hour a week to come in and practice without the coach [and] use some of the basic equipment (weights, etc.) and to reinforce the lessons. Why not use the upper area for this so that the coaches do not get disturbed in their teaching?
A: I agree! Based on feedback we actually have the option for members to come in and use the studio on their own, and have 40+ times a week when you can do this. I apologize if we haven’t communicated to you that we have that option – it’s called independent hours and you can add on 1, 2 or 3 workouts on your own every week to go through your program and practice! There wasn’t a name with this comment otherwise I would contact you, so if you are reading this please email me at Benjamin (at) LSFit.ca and I can give you more info. Thanks for asking!
Q: More upbeat music please?
A: Of course! Music seems to be the one thing that will be an ongoing improvement due to everyone having different tastes, preferences etc. I will make a note to chat with the team and possibly make our own playlist that is all upbeat, awesome workout music, or at least find our favorite stations. If you have any preferences please don’t hesitate to ask – we use Google Play Music, and sometimes a great upbeat song is followed by a less great, slower song, and as coaches we don’t always catch this when we are focused on coaching.
Q: Coaches are all positive, knowledgeable and I always feel great after my workout.
A: Awesome! Great to hear and let us know if you have anything you want to add!
September 2018
Q: The shower is a little bit too hot, it seems to take a while to adjust temperatures which wastes a lot of water. May just be a piping issue but I wanted to report it to let you guys know
A: Thanks for letting us know! The temperature was set by the plumber we had come in to do it all to code for the city, but because the water heater is so close to the shower (it’s right behind the toilet) it does feel like it gets hot fast. To be honest, I don’t know a ton about this as it’s City of Guelph permit stuff, but we do appreciate you letting us know!
Q: Could you possibly have extra wipes for the bars, and weights so that we could wipe down all of our equipment after we are finished using them? Or make it more known to use the spray that we use for our mats?
A: Thanks for letting us kn0w! We will bring this up in the team meeting to make sure we communicate it more. We do have paper towels and organic cleaning spray on each of the metal racks (one upstairs and one downstairs).
Q: Could we possibly have more session available between the times of 9am-10:45am?
Thanks for asking! There was no name or contact on this comment, so could you please contact us directly to see what we can do for you? Right now we have a 9:45am and 10:30am on Monday, a 10:30am on Tuesday, a 10:30am on Wednesday and a 10:30am on Friday. We’re always adjusting schedules as needed so if you (or anyone reading this) has any requests please let us know so we can add them!
Q:My experience at LSF is great. Pam put together a new program for me. The program, although it is difficult, is exactly what I asked for and is doable. Sometimes I do “moan” though when the exercise is challenging. I am making progress by increasing resistance and doing more challenging exercises. She and Sarah are very knowledgeable, friendly and helpful. I love working with both of them.
A: Thanks for the wonderful feedback! We’re really glad to hear you are enjoying your experience and making progress! Keep up the great work!
Q: Would it be possible for you to play some better music, and have a.c. Upstairs?
A: We use Google Play for our music and are always open to suggestions – What would you like to hear? Please let us know when you come in next time. In terms of AC we do have the big white unit above the front desk and a bunch of fans to recirculate it all, but we know it can get hotter upstairs. If you feel the temperature is too hot (or cold now that it’s October) please let us know so we can adjust!
Q: Because I am new, I liked it when coaches introduced me to a few other members just to know their names and say hi, continue to do this for new members please.
A: Thank you for the feedback! We work hard to build community and we appreciate you appreciating our efforts!
Q:Free coffee? Jokes
A: Haha the most important meal of the day is coffee! I (Ben) do have a vision of a studio with a cafe, towel service, coffee and more where people can hang out, get to know each other, and continue to work on sustainable lifestyle change, we just aren’t there yet! I do thank you for the suggestion though and great to know we are on the same page :).
August 2018
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.
A: Thanks!
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!!!
July 2018
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 🙂
June 2018
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 :).
May 2018
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!
January 2018
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 :).
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