Earlier this week my wife signed up for 24 hour fitness and of course, being the kind and caring husband that I am, I was guilted into going with her. To say the least it was an unusual experience. The sales rep, whom we shall refer to as Mr. J was obviously showing all the initial signs of on the job burnout.
Earlier that month, during her initial orientation, my wife had been informed by another sales associate that 24 hour fitness had derived its name from the fact that you feel better 24 hours a day. My wife was under the impression that the name was derived from the fact that they were open 24 hours a day and wanted clarification from Mr. J as to which one was correct.
Mr. J, who was obviously only half listening as he hammered away on his workstation, honing his multitasking skills by signing up my wife, perusing exercise porn, and pretending to listen, responded with a quasi-questioning, quasi-contemptible look and a short yet concise “What, what are you talking about…do you smoke crack?”.
Later, as we were wrapping the process up, he sat back and asked with an unpracticed lack-luster stare, and sarcasm induced tone “Do either of you have any other relevant, non-hypothetical questions that you would like to ask me?” We had to laugh; I mean, my god, what else can you do.
Later on I found out that Mr. J, and his cohorts in crime work an unprecedented 12 hour shift five days a week, and that they were not paid overtime. I had to question this, as I was under the impression that the law required companies to give overtime for anything over 40 hours a week. Apparently the company has an option of giving overtime or other compensation, and in the case of 24 hour fitness that compensation is credits applied against the employee’s sign-up quotas. This causes me to wonder, what on earth do these various companies think they are accomplishing? It may produce results in the short run, but one would think that the turn over and customer dissatisfaction rates would have to be killing them.
It isn’t just 24 hour fitness that does things like this. Another company, Jenny Craig, makes their employees break up their days off so that they never get two off in a row, as well as enforce a split shifts schedule, which means that each employee works 4 hours in the morning, is off for 4 hours, and then comes back to work another 4 hours in the evening. I know that this might not sound like all that big of a deal, but think about this, in most parts of the country, the average commute time is around an hour and a half. This number can increase significantly if the employee is living in a high traffic area. In essence, the employee either spends their entire 4 hours fighting traffic, or they spend it hanging close to their work waiting for the next shift to start.
In my opinion, this type of employee scheduling is insane. Sure during the short term a company can see significant return with such practices, but over the long run these methods lead to greater employee burn out and customer service apathy.