Let's Get Down To Business: Justin Simpson

JUSTIN Simpson is the sports and fitness facilities manager at Phyllis Court Club in Henley. He is a personal trainer specialising in injury rehabilitation and has worked with clients with Parkinson’s disease, hip and shoulder replacements and a variety of sporting injuries. Justin lives in Bracknell with his wife Nikki and two sons. He is a keen kickboxer and enjoys mountain biking.

Describe your business

The Phyllis Court Club fitness centre offers members a state-of-the art gym with 53 studio classes per week, a 20m indoor swimming pool, sanarium and four outdoor tennis courts.

How many people does it employ?

Around 30, including group exercise staff, fitness staff and therapy staff.

What did you do before you joined?

After school I pursued a career in sports and fitness therapies. As a personal trainer, I specialised in injury rehabilitation. For the past 10 years I have managed a variety of leisure and sports clubs from small franchises to large corporate chains.

When did you start?

I joined in September last year.

What was your objective?

My aim has been to create a sense of community that thrives on health, wellbeing and fun. I also focus on promoting the mental health benefits that exercise brings, not just the physical. Training and developing the staff is also a focus of mine.

Who or what influenced you?

I enjoy the feeling of club life — there is a sense of familiarity and ownership that is seldom seen in other roles.

Do you have a mentor or role model?

Greg Goddard, who left the University of Reading as head of sport to start his own venture, OpsPal. He continues to provide me with invaluable best practices in operational management and is always on hand for support.

How is your business doing compared with last year?

The fitness centre is busier than ever. We have seen a surge in usage over the past year across all areas.

Do you compare results on a regular basis?

We have an annual meeting when we update all members on the key metrics of the club’s performance. Reports on the fitness centre’s key metrics are submitted to the board (or council) each month.

How do you market your business/service?

Largely through word of mouth. We continue to enjoy a significant waiting list for membership.

What’s the best thing about running your own operation?

The working environment — members and staff alike enjoy using the fitness facilities. I get a huge sense of satisfaction when I see happy staff enjoying their work and happy members enjoying their workouts.

What’s the most challenging aspect?

Ensuring the offering of the fitness centre is suitable and appropriate for the largest majority of members. I know it is impossible to please everyone all the time, but my challenge is to address as many diverse requirements as possible.

Where is your operation headed?

We are refurbishing the gym in early December with new equipment, so will be heading into the new year in a very exciting way. Thereafter we will continue to grow the offering and usage of the fitness centre

How important are online sales?

Ninety-eight per cent of members keep in touch and book activities through our online platforms.

Do you have a five-year plan?

Yes, the board (council) regularly reviews the future strategy for Phyllis Court Club and the fitness centre.

What’s the most valuable thing you’ve learned?

That Phyllis Court Club is a uniquely busy place with a diverse and active membership. There’s never a dull moment. Lead by example and don’t be afraid of change.

What three qualities are most important to success?

Diplomacy, approachability and accountability.

What’s the secret of your success?

Understanding people.

What’s the biggest mistake you’ve made?

Assuming this fitness centre is like other health and fitness clubs. Members have a passion for their club. I’ve learnt to listen carefully and watch closely, assessing how certain operations are performing and then reacting accordingly.

How organised are you?

At work, very. At home, my wife tells me I could do better.

How do you dress for work each day?

I usually find myself in fitness attire. I enjoy being hands-on in my role so this means delivering sessions in both the gym and studio daily. Formal meetings and the royal regatta call for a more formal attire.

What can’t you be without every day?

Coffee and food. I get very grumpy in the absence of either.

Lunch at your desk or going out?

Always in the canteen catching up with the staff.

What do you read?

Men’s Health magazine and the Henley Standard.

How are you planning for retirement?

Via our pension scheme. I’m a little way off retirement yet though.

Interview by Will Hamilton, intermediary and global marketing consultant, Hamilton Associates