If your staff feels like members can walk all over them and leadership never steps in, this is not a staffing issue. It’s a culture issue.

In this solo episode, Annie breaks down how entitlement gets baked into gym and wellness cultures, why leadership avoidance quietly erodes trust, and what actually needs to happen before staff will feel empowered to hold boundaries with confidence.

This conversation is for owners and operators who want strong member experiences and teams who feel supported, respected, and safe doing their jobs.

What We Cover in This Episode

• Why “the customer is always right” has damaged team culture in service-based businesses
• The critical difference between a member’s perception being real and their behavior being acceptable
• How leadership avoidance turns into a cultural norm, not just a leadership flaw
• Why staff stop enforcing standards when they don’t feel protected
• How long-standing entitlement impacts trust, confidence, and retention
• Why leadership has to go first before expecting staff to handle tough situations
• Real-world examples from the front desk and the fitness floor
• What effective education and training around tough conversations actually looks like
• How to reset expectations without alienating members
• Creating a true win-win-win for members, staff, and leadership

Key Takeaways

• Entitlement is not a personality trait. It’s a learned behavior.
• Staff will not care about new expectations until they know leadership cares about them.
• Culture is shaped by what leadership tolerates and what leadership models.
• Training only sticks when it’s reinforced by visible leadership behavior.
• Boundaries can be firm, respectful, and human at the same time.

Referenced in This Episode

• The New Gold Standard by Joseph A. Michelli
  A look at how the Ritz-Carlton empowers staff to uphold standards while treating everyone with dignity and respect.

Want Support With This?

Tough conversations do not have to feel combative or awkward. Annie offers training for leadership teams and staff, both in-person and virtual, designed to build confidence, consistency, and trust across the entire organization.

If this episode hit close to home, send a message or reach out to start the conversation.

About the Podcast

Well Run is a podcast for gym owners, operators, and wellness leaders who want to build profitable businesses without sacrificing their people or their values. Short, direct conversations about leadership, culture, retention, and what it really takes to run a healthy operation.

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Oasis Consulting Firm
People-first consulting for luxury health clubs, boutique studios, spas and recovery centers. We help you grow revenue, improve retention, and build teams that last. Founded by Annie Adragna, 20+ years in leadership and executive recruiting across top brands like Life Time, Equinox and Midtown Athletic Clubs.

Work with us: oasisconsultingfirm.co (find ways to work together, schedule a 30-minute call with Annie and grab some free resources there)

Connect:

• Email: annie@oasisconsultingfirm.co
• Instagram: @oasis_consulting_firm
• LinkedIn: Annie Adragna

About Annie:
Founder of Oasis Consulting Firm and host of Well Run Podcast. Consultant, strategist and executive recruiter focused on people-first operations and profitable growth.