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Climbing Gym Programming 101

Posted By Nicole Brandt, Monday, October 7, 2019
Climbing Gym Programming

Are you a gym with programs that haven’t changed in a while, OR a gym that has programs and is always creating the next best thing, OR are you looking to start a gym and are trying to decide what programming to include? Whatever the answer, this article will help you think through your programming to ensure it’s aligned with your goals.

 

As an industry, we have a tendency to lump all programming together or we only differentiate between youth and adult. Our youth categories tend to be a little more fleshed out with distinctions of entry, advanced, and competitive levels. It would be more powerful to have categories for all programming and a strategic approach to what you provide in your facility.

 

As you look at the following categories, consider what your gym currently has, what you might want to develop, and what you absolutely do not want to have. One of the best ways to conclude if you will have a program in a category is to know your why.

 

Patagonia’s why, captured in their mission statement, provides a standout example: “Build the best product, cause no unnecessary harm, use business to inspire and implement solutions to the environmental crisis.”

 

Knowing “WHY” will help you understand if a program is a good fit for your target customer, your facility, and your identity as a gym. Simon Sinek defines in the golden circle of Why, How and What, that every organization knows what they do, some know how they do it, and he challenges you to go further and know WHY you do something.

 

The why is the purpose and belief behind inspired organizations. Regardless if you have one location or many, a clear why always creates more success.

 

Programming Categories for Adults

  • Climbing instruction
    • Gym basics and belaying
    • Milestones classes
    • Technique classes
    • Intermediate and advanced programming
  • Training for climbing
  • Fitness (general and climbing fitness)
  • Yoga/ Pilates
  • Events
  • Competitions
  • Series

Programming Categories for Youth

  • Recreational programs entry and advanced - non competing teams
  • Competition programs - sanctioned competition teams
  • Camps for recreational and training purpose
  • Competitions (Recreational, sanctioned, leagues, category in citizen comp)
  • Youth events (Lock ins, youth bouldering league, clinics, school events)
  • Family events (Birthday parties, carnivals, family instruction, etc.)

 

As you evaluate which categories of programs are right for your facility, make sure you consider your target customer, physical space, program planning, product launch, and evaluation.

 

Target Customer

Once you know your why, you can consider which programs are right for your facility(s). The first step is to understand your target customer. Answer the following questions to learn more about your target customer.

  • Are you trying to attract a gym full of millennials, families, youth, young professionals, or a pie chart of all of the above?
  • What is the vibe in your gym and who does it most resonate with? What music are you playing? What is your décor?
  • What does your facility offer that other facilities in the area do not?
  • How does your facility design align with who you hope to attract? For example, are your walls too high for beginners? Does your setting match the needs of experienced climbers?
  • Do your goals reflect the style of outdoor climbing popular in your region, as well as the progression of the sport?
  • Does the facility encourage performance or socialization? Does it allow for programming to happen without distraction?
  • What are the biggest challenges your target customer group faces? What are their greatest needs? What problems can you help them solve with your programming?

To take your understanding of your customers to the next level, consider building out personas. This process will give you better insight into the needs of your customers, which is incredibly helpful as you make business decisions. There are many how-to guides out there, so do your research. How to Create Customer Personas That Breathe Life Into Your Marketing from Inc. is a good place to start.

 

Ideally, your programming is helping to attract more of the customer that you want in your facility and not causing friction with the customer you attract the most of. If programming and operations are competing for different customers, it’s bound to impact both users.

 

For example, consider what threshold of impact from youth programming your facility can sustain, and if you pass that threshold, determine what steps you can take, such as capping enrollment or even adding a youth-specific facility.

 

Physical Space

Know how much physical space is available outside of general membership use. Most climbing gyms are built with an emphasis on member use. If you did not design physical programming space for youth or adults – such as additional education bays or areas, space that can be closed off and create an “out of sight, out of mind” experience, quieter spaces for maximization of learning – you will be impacting your general member’s experience by providing programming.

 

One way to combat any animosity towards a space that is “taken away” for programming is to shift your staff and users to think about programming as a way to spread stoke, curiosity, and knowledge.

 

However, it’s still critical to understand how much of the member space can be utilized at any given time without creating a negative impact. Consider this carefully when determining what programs are a good fit for your facility.

 

Program Planning

Once you understand the “why” behind your programs, as well as what specific programs to do, you must look at “how”.

 

Do your homework

  • What comparable products are available from other sports or other climbing gyms?
  • Look into the competition to help you understand what you do and don’t like about a product or offering you haven’t yet executed yourself.
  • Starting from absolute scratch is hard and other models provide more info to use for a strong start.

Develop the idea, flesh it out, and write it down

  • Determine if the product being created is offered as part of your core products (always offered or offered at all locations), is a one-off event, or is a test product.
  • Get the concept down. What is the feeling, effect, and strategy of having the program?
  • Set an ambitious goal defining success. This can be number of participants, number of spectators, new participant registrations, registrations from a marketing campaign, or any other trackable number.

Run the numbers, get data, and make sure it’s financially viable

  • Income vs. expenses
  • Payroll and rates associated with instructor(s)
  • Additional expenses
  • Standard facility costs/overhead
  • Positive impacts from event, ex: increased education about sanctioned climbing and upcoming Olympics
  • Negative impacts from event, ex: sections of facility closed and impact to customer routines

Registration

  • Determine the internal staff and external participant process for registration.
  • Consider using a software or calendar that allows registration such as Rock Gym Pro, Mind Body, or Bookeo. Understand what accounting tracking and taxability applies (some instruction is tax free in certain states).

Start the creative asset process

  • Build your messaging, your brand positioning statements. Write, edit, and revise the information that will be customer-facing.
  • Your narrative needs to be simple, unique, persuasive, and descriptive of what the product does and its value. And be as concise as possible.
  • Tagline, problem it solves, list of core features, value included, 10-word positioning statement. To further dig into the Patagonia example, they know their why and their homepage highlights several campaigns they are currently running.
Patagonia Campaign

EX: This has a tag line, the problem it solves is captured in a short positioning statement, and the call to action is clear for the customer.

  • Decide how much info goes where. The poster might only have the event name and tagline, while the registration page provides a lot more info.

Marketing

  • Seed the social space with “leaks” and coming soon blasts to create anticipation and awareness.
  • Your staff are on the front lines with your customers. No matter how good your marketing campaign is, it does not replace a human talking to potential participants about an event or product. Train your staff. Keep in mind, it takes 3-7 touches with materials to really learn a new thing - written, verbal, group staff meetings, individual follow-up, hard copy at desk, marketing materials. Don’t expect your staff to be proficient with just an email.
  • Put your staff through the program or give them a hands-on experience with the material for them to be able to speak to the experience with potential participants.
  • Keep the release rolling with fresh announcements, media, posters, flyers, etc.
  • Gather feedback from your target customers and change the messaging as needed to create the best “hook” for the customer.
  • Make it easy for people to learn more about your product (website, print media, staff conversation). Knowledge is power.

 

Launch Your Product

There are many great ideas. Yet sometimes the execution falls flat or successes are missed due to poor planning. Make your launch of a new product an event. After your launch, talk to influencers that might have good feedback. And listen to what they say. Feedback is not always easy, so keep an open mind because it usually helps us grow.

 

Don’t Lose Your Momentum

Be willing to revisit and evaluate your program periodically. Make sure that it’s still fresh, fits your customers’ needs, and is accomplishing your “why” the best it possibly can. The ability to shift your focus to create more customer satisfaction and ultimately more customer retention will help create the most success possible from your programming.

 

Nicole Brandt Head ShotAbout the Author

Nicole Brandt runs Cypress Roots Consulting, a consulting company for climbing gyms helping them deep-dive into their company organization, programming, and culture. Nicole earned her degree in Outdoor Recreation with an emphasis in Tourism and has worked as the Program Director of Momentum and as a facilitator and guide across the Southeast and West. Currently based out of Salt Lake City, she spends her free time learning about yoga and herbalism.

 

Tags:  business development  community development  customer experience  customer satisfaction  customer service  employee engagement  human resources  leadership  marketing  member acquisition  member retention  operations  programming  staff training  youth team  youth training 

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Diversity = Variety: What Does It Mean for Commercial Routesetting?

Posted By Willis Kuelthau, Wednesday, August 28, 2019
Diversity in Routesetting

Routesetting is a central part of the experience for every climbing gym’s end users: its members. Routes that are challenging but varied are one reason why climbers keep coming back. In order to provide the best experience for your customer base, it’s crucial to keep diversity in mind as you build your routesetting team and develop your setting program.

 

For an inside look at building a strong routesetting crew and what makes diversity so critical, I got in touch with Sean Nanos, Touchstone Climbing’s Head Routesetter for all of Southern California.

 

Sean discovered climbing at boarding school in New Hampshire, but it wasn’t until he moved to Oakland that he started setting. He rose to foreman at San Francisco’s Dogpatch Boulders before moving to Los Angeles for his current position.

 

WK: What are some of the meanings of “diversity” in routesetting?

 

SN: The most tangible meanings of diversity in routesetting are size (including weight, height, and ape index), age, gender, race/ethnicity, climbing ability, experience, and style.

 

WK: Why is diversity in routesetting important?

 

SN: By definition, diversity means variety. For a commercial gym, supporting climbers in densely populated urban areas means you’re going to be setting for nearly every body…I have yet to come across a single gym in any part of the country that is 100% all one “type” of person.

 

What diverse routesetting brings to the table is promoting inclusivity in our community and providing an experience that challenges every climber while at the same time validating their experience. It also opens the door to those who are interested in routesetting but didn’t think it was for them.

 

WK: What parts of the climbing population are underserved by a homogenous routesetting staff?

 

SN: The first groups that come to mind are women and short people (5’4” and under). As a 5’2” climber I can personally attest to feeling like I am not represented when I go climbing at a lot of other gyms. It’s very discouraging and annoying when you know it can be done differently. From a membership perspective, unknowingly setting for one specific body type can ruin a person’s first impression of what climbing is or how it can be enjoyed.

 

WK: When building a team, what are you looking for a setter to bring to the crew?

 

SN: I tell this to my new routesetters all the time: “You’re here to share your climbing experience, and whatever that means to you is what I want to climb.” Obviously we’re still a commercial gym, so during forerunning we’ll smooth out the climb as a group and make sure it’s comfy, safe, and consistent. But the core—the “soul,” if you will—of the climb won’t change.

 

That’s the goal, anyway. Every time we set a climb it’s a manifestation of how we think climbing is experienced, and when I’m building a team, I need a lot of different setters’ perspectives in order to come close to representing the variety of climbers that come to our gyms.

 

WK: What makes building a diverse team difficult?

 

SN: A lot of people still think that to be a routesetter you have to climb V10+. This archaic way of thinking is still prevalent when I ask someone if they are interested in routesetting. Also, most setting crews in the U.S. are still just a bunch of “tall” white dudes, which is a huge deterrent for talented potential setters that aren’t tall white dudes.

 

The desire and passion to learn routesetting is more important than how hard you climb. With the right training, talent, and experience, setters are able to set great commercial routes for any level.

 

WK: What can gyms do to find and maintain a diverse group of setters?

 

SN: You have to keep your ear to the ground. You have to put in a little more effort to reach out to those people that show potential. Don’t assume “if they’re interested, they’ll apply,” because if your team is a homogenous group of dudes, there’s a very high chance you’ll keep getting resumes and interest from more of the same dudes.

 

I wholeheartedly believe that having setters that are all at different ability levels makes for more successful commercial routesetting. If your entire team climbs V10+, they can become very disconnected to the way moderate grades should feel and climb. They may know objectively what makes a climb “easier,” but it’s easy to set inappropriately for lower grades when everything feels the same.

 

I make it clear to my crew that everyone has their strengths and weaknesses. Knowing how to use those to efficiently and effectively set, forerun, and grade is a lot of work, but the work shows when members climb our routes.

 

WK: As routesetting develops as a profession and craft, how do you think diversity will influence gyms in the future?

 

SN: As indoor climbing becomes more popular and all kinds of people are introduced to the sport, the need for standardized commercial routesetting training will become paramount in creating an inclusive community.

 

Even if you know a diverse team is good for your gym professionally and socially, you can’t lead with diversity—diversity is what you get to after you do the hard work of making your crew more inclusive.

 

You can’t hire someone just to make you look more diverse, you need to take a chance on people and figure out the best way to support them. Having a standardized training entry point can teach potential setters the basics and level the playing field so you can hire based on what an individual has to offer as a setter rather than as a token minority.

 

Elite routesetting teams will be composed of individuals capable of fielding climbs that can be enjoyed by all.

 

Willis Kuelthau Head ShotAbout the Author

Willis is the rare local who was actually born in Boulder, Colorado. He attended Williams College and works as a freelance writer out of Providence, Rhode Island. When he's not writing, you'll find him rock climbing, playing with his cats, and drinking too much green tea.

 

Tags:  climbing culture  community development  company culture  customer experience  customer satisfaction  employee engagement  leadership  member retention  routesetting  routesetting management  staff training  workplace diversity 

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CWA Meetings: Calgary Recap

Posted By Emily Moore, Monday, August 19, 2019
Updated: Thursday, August 29, 2019
CWA Meetings Calgary Attendees

Photo by Matthew Huitma, commissioned by Calgary Climbing Centre

Last week, the Climbing Wall Association team launched the first-ever CWA Meetings event in partnership with Calgary Climbing Centre!

 

Over the summer, we have heard from many of you who have questions about this brand-new program: what are CWA Meetings all about, who are these events intended for, and where are you headed next?

 

Let’s take a deeper look into CWA Meetings through the lens of our first event in Calgary.

 

Specialized Job Training

CWA Meetings are job training events by design. A ticket to a CWA Meetings event gives you access to:

  • One full day of workshops, for hands-on skills training
  • One full conference day, for discussion and lecture-based training

When you sign up for the event, you will select a content track that best aligns with your role in a climbing gym. This designation will determine the workshops, roundtables, and lectures you participate in for the duration of the event.

 

CWA Meetings content tracks include:

  • Routesetter, designed for routesetting staff, or head routesetters
  • Management/Operations Staff, designed for front desk managers, gym managers, and gym frontline staff
  • Adult/Youth Instruction, designed for program coordinators, trainers, and commercial coaching staff (competition coaching is not addressed)

 

Routesetters Workshop

Photo by Matthew Huitma, commissioned by Calgary Climbing Centre

 

Community Building

Since CWA Meetings are regional events, the program calls in attendees from gyms in the surrounding area to connect with and learn from each other. Building these relationships is an opportunity to strengthen our industry, broaden professional networks, and keep dialogue open among different climbing facilities.

 

Aside from the conference curriculum, CWA Meetings offers a Member Meetup, which invites gym staff from the region (not just attendees) to socialize and make new connections.

 

Management Roundtable

Photo by Matthew Huitma, commissioned by Calgary Climbing Centre

 

How Do CWA Meetings Differ from the CWA Summit?

CWA Meetings offer a unique opportunity to spend several days collaborating with folks in similar job functions. Unlike the CWA Summit, which offers a broad set of conference topics and a full-blown trade show, CWA Meetings are highly focused.

 

Upon registration for a Meeting, you select a track and then remain with that track from start-to-finish. The three tracks contain their own workshops, lectures, and roundtables in a highly engaged learning environment. The CWA selected top workshop facilitators and presenters who can offer a meaningful experience and help hone important skills for each attendee.

 

Additionally, the curriculum goals of CWA Meetings are largely suited towards early and mid-career professionals. While upper-level management are best-served by the Summit, CWA Meetings are built for growth-oriented professionals who are seeking to increase their professional responsibilities through training, discussion, and certification.

 

Management Roundtable

Photo by Matthew Huitma, commissioned by Calgary Climbing Centre

 

Tell Me About CWA Meetings in Calgary!

Not only was this the first CWA Meetings event, this was the first CWA event in Canada. Let’s take a quick look at the event by the numbers:

  • 1 outstanding host facility (Calgary Climbing Centre)
  • 13 facilities in attendance across 3 Canadian provinces and 2 U.S. states
  • 4 workshops
  • 1 keynote
  • 1 film
  • 3 breakout presentations (1 per track)
  • 6 roundtables (2 per track)
  • 2 product presentations

Here’s a look at the event from our attendees’ viewpoint:

 

“CWA Meetings Calgary was a terrific event. I participated in the Youth & Adult Instruction track, and the information was fresh, well presented, informative and extremely applicable. CWI Provider course was also very well run and is such a great certification to have. Facilities, logistics and communication were also very good. Well worth the trip from Chicago!”

- Dave Hudson, Co-owner and Program Coordinator, First Ascent Climbing and Fitness

 

“I found the whole event to be great opportunity to meet other setters and see where standards are at the moment. We have a lot of work ahead. But this event created that energy to keep pushing leaning and standards in the right direction.”

- Juan Henriquez, Head Setter, Calgary Climbing Centre Hanger

 

“CWA events are a necessity for newer gyms. It allows you to get all of your staff up to speed with the industry in a very short amount of time. Send them to it.”

- Terry Paholek, BLOCS

 

Get Involved

The strength of CWA Meetings is found in a diverse representation of facilities and attendees who can contribute a variety of ideas and experience to the event. Don’t miss out on taking part in year one of CWA Meetings!

 

Check out our CWA Meetings Hoboken and CWA Meetings San Francisco events coming up:

  • Hoboken: September 16-20
  • San Francisco: October 21-25

Register yourself or your staff today for CWA Meetings! If you have questions, you can email Emily Moore at emily@climbingwallindustry.org.

 

REGISTER

 

Tags:  certifications  coaching  customer experience  customer service  CWA Meetings  employee engagement  human resources  leadership  management  member retention  operations  programming  risk management  routesetting  routesetting management  staff training  standards  work-at-height  youth training 

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Child Care, Risk Management & Member Retention

Posted By Laura Allured, Monday, August 19, 2019
Updated: Tuesday, October 22, 2019
Child Care in Your Climbing Gym

Most gym owners consider offering child care to members at some point, but does it make sense for your gym?

 

There are advantages to offering child care; it’s a great benefit to members with children and can give your climbing gym a competitive advantage over gyms that don’t offer child care.

 

On the other hand, it’s difficult to create a child care program that generates revenue, so you have to carefully consider your financial model. Plus, child care presents additional liability, which you’ll need to address with thorough risk management strategies.

 

The advantages and disadvantages to child care are numerous, but does it make sense for your business strategy, brand, and members?

 

Any new business offering is an investment, and while regulations for child care vary state to state, there are a few things to consider before deciding if offering child care is a good investment for you.

 

Do You Have the Real Estate for It?

If you are considering offering child care, the obvious first consideration is whether or not you have the real estate for it. Is there an area of your gym that you can re-purpose to a child care area?

 

The area that you use for child care needs to be appropriate for the children that you will care for – the last thing you want is to end up on an unhappy parent's blog.

 

When considering the type of space will need, you’ll need to know:

  • What are the regulations in your state for child care; child to care giver ratios, background checks, cameras in care areas, first aid and CPR certifications?
  • What type of facilities do you need for infants and toddlers?
  • Will you have a separate bathroom for child care?
  • What type of child care do you want to offer: full-service, basic supervision, member co-op, an open play area, kids-specific classes?

 

What Do Your Members Want?

Polling your members is the easiest way to determine if child care is a service they would like to see offered. Survey questions should include:

  • Would you use child care if it was offered?
  • What child care services are most important to you?
  • How many days a week would use it?
  • What days and times would you use it?
  • What are the ages of your children?
  • Would you prefer to pay a monthly flat rate or per visit rate?
  • What price range would you pay for child care? (list price ranges you are considering)

 

Risk Management of Child care

Risk management is simply anticipating situations that can lead to injury for members and taking steps to reduce the chance of those situations actually occurring. Implementing risk management is important as it reduces liability and expenses related to injury or harm.

 

Child care can be an outsized liability if it’s not set up and managed correctly. Follow or exceed state regulations and be sure to consult with your insurance company every step of the way. Train all staff members on procedures and protocols with the child care program. Review your policies and procedures frequently.

 

You’ll want to clearly outline your child care program. Define what you are able to offer and how you will manage different aged children. Outline to parents all policies that you put in place for how children will be cared for at your gym.

 

ROI

As a new business offering, it’s important to weigh the investment, risk, and possible returns of offering child care. Once you’ve set up your space and invested in initial expenses, you may find yourself with a program that only breaks even financially.

 

Though child care fees may not be a significant source of revenue, the offering can have significant impact on member satisfaction and retention, while also attracting new members.

 

US Census data indicates that about 40% of families have children under 18 living at home. Both dual income families and single parent families find it difficult to use fitness facilities without child care.

 

Despite the potential for a small ROI, it is increasingly common to see child care in climbing gyms because they can support your brand and strengthen your gym’s community in immeasurable ways.

 

PIAT (Putting It All Together)

Depending on available space, the percentage of members that would use child care and how much they are willing to pay for it; you can determine whether or not child care in your gym makes sense.

  • Know Your State’s Regulations
  • Ask Your Members What They Want
  • Clearly Outline Your Child Care Program
  • Balance the ROI of Revenue, Branding, and Member Retention

 

Amanda Ashley Head ShotAbout Amanda Ashley

Amanda Ashley is a writer, climber, and a climbing mom. From her early days spent training on the musty community woody in The School at the New River Gorge to training in modern mega climbing gyms all over the West, she's seen the rise of climbing gyms and the evolution of routesetting up close and personal for the past 20 years. Amanda writes about climbers, routesetting, changes in climbing movement and performance, and the climbing industry. Amanda's work has appeared in Climbing Magazine, Climbing Business Journal, and the Utah Adventure Journal.

 

Tags:  community development  customer experience  customer service  member acquisition  member retention  operations  risk management 

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6 Ways to Retain Your Members

Posted By Emma Walker, Monday, May 6, 2019
Climbing Gym Member Retention

You’ve gotten new members in the door, and now there’s a new challenge: keeping them engaged so they become loyal, long-term members. Conventional fitness clubs track their membership trends closely – it’s well-established that membership spikes significantly right after the holidays, then drops off a few months into the new year. With a niche climbing audience, though, retention is more nuanced.

 

We chatted with a few managers at gyms who are successfully retaining members, even when the slower months hit. Here are their secrets.

 

1. Build a community

There isn’t just one magic incentive or trick you can use to retain membership. “It has be a core value that is applied across all aspects of the gym’s facilities, operations, services, etc.” says Rich Breuner, Director of Operations at Bend Rock Gym. The gym’s #1 goal, he says, is to support and facilitate an amazing community experience. “That translates to people wanting to become and stay members,” he explains. It’s working. BRG has seen member attrition rates drop significantly since 2016, when they began examining programs gym-wide and implementing adjustments with member retention in mind.

 

2. Quality walls, quality routes

Members want to climb at gyms with excellent routes. Bend Rock Gym’s commitment to quality begins with the most basic element: its walls. “They’re built well, they’re maintained well, the routes and volumes are always changing,” says Breuner, who compares setters to the cooks in a kitchen. The ingredients, or holds, might be similar to what you’d find anywhere, but a chef at a Michelin-starred restaurant can really make you want to come back. Their routesetting, he says, is a key differentiator and major factor in keeping members coming back for more.

 

3. Education isn’t just for kids

Anchorage’s Alaska Rock Gym offers adult programming free with monthly membership, says Operations Manager Eric Wickenheiser. At some point, Wickenheiser says, “new climbers hit a plateau. After a few months, people think, ‘Hey, how can I climb 5.12?’” ARG’s Climbing 101, 201, and 301 classes, plus lead clinics and women’s-specific programming, keeps members engaged when they might otherwise burn out and let their memberships lapse.

 

4. Invest in customer service

This begins at the front door, but it’s key for staff to get out on the floor and get to know members, too, says Breuner. BRG expects all-star customer service from its staff. “We’re flexible and adapt our customer service experience with the needs of our membership,” he explains. “People come in and they don’t feel like they’re going to war with the staff—they see friendly faces and people who are getting to know them on a personal level.” BRG makes a concerted effort to get desk staff onto the floor to help with waivers and answer questions, which creates a fun, accessible culture for climbing.

 

5. Find the right instructors

When it comes to programming, “the instructor makes or breaks a class,” says Wickenheiser. One of ARG’s most popular yoga classes is at 4:30 p.m., when members are ostensibly at work or in traffic. “The teacher is incredible, so people come anyway. The class is always full.” Wickenhesier adds that when local celebrities (guidebook authors, pro climbers) teach a fitness class or give a talk, it tends to be full.

 

6. Keep track of the trends

“We’re a little isolated here in Alaska,” Wickenheiser laughs, “But we try to keep a finger on the pulse of the industry.” Lots of ARG’s members have climbed at big-name Seattle gyms (most flights in and out of Anchorage go through Seattle), where they see the most cutting-edge gym developments. Members want those amenities at their home gym, too. Heading to the CWA Summit each year, he says, is the best way to keep an eye on industry trends and make sure ARG is up to speed.

 

“The bottom line in member retention is not treating members like a number,” Wickenheiser says. ARG has recently moved to a brand-new facility, but it’s been open for 25 years – Wickenheiser attributes that success to little things like taking the time to remember members’ stories and treating them like the important part of the climbing community they are.

 

Emma Walker Head ShotAbout Emma Walker

Emma Walker is a freelance writer, editor, and an account manager with Golden, Colorado-based Bonfire Collective. Emma earned her M.S. in Outdoor and Environmental Education from Alaska Pacific University and has worked as an educator and guide at gyms, crags, and peaks around the American West.

 

Tags:  climbing culture  community development  company culture  customer experience  customer satisfaction  customer service  leadership  management  marketing  member retention  operations  staff training 

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