The International Health, Racquet & Sportsclub Association is the fitness industry's only global trade association representing over 10,000 for profit health and fitness facilities and over 600 supplier companies in 75 countries.



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Time to take a look at yourself and your service

Make sure you are showered and look your best if you are heading to Frank Ancharski’s educational session on Wednesday, March 12, at 9:45 a.m., at the IHRSA 33rd Annual International Convention & Trade Show.

During the 90 minutes, “Unlock the Service Within Us,” part of the Customer Service & Retention track, presenter Frank Ancharski is going to ask those in attendance to look at themself in the mirror. He wants everyone, himself included, to discover their shortcomings in order to become better at what they do.

Of course the mirror isn’t literal. However, he said the self-discovery could be emotional.

“There are things that keep us from realizing our true service potential,” said Ancharski, chief coaching officer at Club Coach Services, and vice president, Business Development, Club One, Inc. ”What this session will do, and this has been my style in past, is be somewhat rhetorical, somewhat reflective. Sometimes (my session) causes people to look at themselves in a different way.”

IHRSA is looking at the different educational tracks leading up to the convention, highlighting one and listing the rest of the options, with dates and times.

The reason Ancharski, who has led sessions at the Convention around 10 times, opts for this subject and method is not to make people feel bad about how they go about their day-to-day business. Quite the contrary, actually.


Looking in the mirror enables people to remember those stories that really touch people. They are reminders of why you got into the business in the first place, which can only help with your job.

He explains that this exercise gives you perspective on what is important and what is not, resolve for long and difficult weeks, and inspiration to provide for those who rely on the fitness industry to help them become better,

“We get too caught up in the day-to -day world in our purpose-driven life,” Ancharski said. “We don’t take enough time to pause and review our purpose.” 

The session will cover many areas in service, including accountability for promises, the truths of service, and examples of faithful service.

Ancharski said “Unlock the Service Within Us” is good for anyone who manages other staff – CEOs, managers and department heads.

“This is the type of presentation that can be shared with your staff when you get back (home),” he said. “You can easily bring some of back.”

For more on IHRSA 2014, visit And, be sure to download the free IHRSA App and follow on Twitter at #IHRSA2014.



Wednesday, March 12
8:30 AM - 9:30 AM: Retention Unleashed: Turning Memberships into Relationships, Rob Hale, head of Fitness, Fitness First Australia

9:45 AM - 11:15 AM: Unlock the Service Within Us, Frank Ancharski, vice president, Business Development, Club One, Inc.; 3:45 PM - 5:00 PM: Coaching to Create a Winning Service Team, Jarod Cogswell, founder & president, Enterprise Athlete

3:45 PM - 5:00 PM: Increase Retention by Exceeding Expectations, Paul Bedford, Ph.D., Research director, Retention Guru

Thursday, March 13
8:00 AM - 9:15 AM: Integrating Programming to Engage & Retain Your Members, Lisa Gorsline, president & general manager, Corpus Christi Athletic Club

8:00 AM - 9:15 AM: Member Retention: A Multi-Country Study on Influencing Factors, Paul Bedford, Ph.D., Research director, Retention Guru; Melissa Rodriguez, Senior Research Manager, IHRSA

1:30 PM - 3:00 PM: Ask the Industry Leader: Retaining Members for Long-Term Profitability, Kristin Shaff, director of Partnerships & Business Development, 24 Hour Fitness USA, Inc.; Mark Miller, vice president, Merritt Athletic Clubs; Jarod Cogswell, founder & president, Enterprise Athlete; Lisa Gorsline, president & general manager, Corpus Christi Athletic Club

1:30 PM - 3:00 PM: Powerful New Solutions Utilizing Traditional Strength to Attract & Engage Members, Paul Juris, Ed.D., executive director, Cybex Research Institute

1:30 PM - 3:00 PM: Sustained Membership Growth: Innovative Retention Strategies, Paul Brown, president, Face2Face Retention Systems

Friday, March 14
8:00 AM - 9:15 AM: Engaging & Retaining Your Members for Long-Term Success, Paul Brown, president, Face2Face Retention Systems

Saturday, March 15
9:00 AM - 10:00 AM: Creating a Culture that Improves Member Loyalty & Maximizes Retention, Phil Bonomo, director, The Retention People North America; Mike Hills, Operations director, The Retention People

10:15 AM - 11:15 AM: Differentiating Your Fitness Facility Through Customer Service, Chris Stevenson, NSCA-CSCS, owner, Stevenson Fitness


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