I opened my own gym because, like you, I am passionate about helping people and I believe CrossFit is one of the best ways to accomplish that. I thought that, to be a success, I would need to make every athlete who walked through my doors happy. In going above and beyond, I’d earn their loyalty and, just as importantly, their business for the long term. I’m sure this sounds very familiar to you. Some time ago, I learned a valuable lesson about the cost of doing too much for individuals, and why as business owners our focus needs to be on providing scalable services to the whole membership: one for all, not all for one. In the early days, I enjoyed being within arm’s reach of each client; taking in their input and responding whenever I could. As you know, as coaches we’re often approached by clients with limitations caused by current or past injuries, and the standard scaling and progressions that our coaches provide in every class don’t work for them. Instead, they need outright substitutions. I had one client in particular who I had gotten to know well. She attended WODs consistently and worked hard; we even had a couple of coffee dates where we talked business, workouts, and kids. When an old injury flared up on her, she began asking me and the other coaches for typical scaling for stressor movements. Of course, this was the norm for all of our clients and something that we were proud to accommodate. Those worked for a while. Then, as even the scaled movements still aggravated the injury, she began asking for different exercises she could do during the WOD in their place. Then I realized that we were scaling entire workouts for her daily, and personally spending more than 10 minutes with her in any given class. My husband Jason decided to write up a scaling guide she could use for every WOD that ...
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