Quick Ello – April 2015

1 / A ‘quick ello’ / April 2015

The last few months have been very busy here at Edinburgh Leisure, but you don’t need us to tell you that!

We’ve received details of our recent major financial milestones, which our interim CEO, June Peebles, discusses in more detail in ‘Fit for the Future’. Our budget has also been set for the next year, so we will be giving you some more details about this on p3.

This is a period of positive change for us, as we see with the upcoming refurbishment of Gracemount Leisure Centre (see p3) and the appointment of several new leaders in our organisation (see p11).

Read on for more information about innovations within customer service and technology at Edinburgh Leisure, as well as some inspiring stories that will make you proud to be part of the business.

As always, if you have any great stories, or indeed any feedback for us, please email [email protected] Alli Meldrum and Melissa Steel.

Welcome to your latest edition of ello.

Welcome to A ‘quick ello’

Fit for the Future Is it me or with the passing of every year do the days, weeks and months get faster? It seems no time at all since we embarked on 2014/15 with the big goal of improving our financial situation. The financial year has just come to an end and all indications are that we have delivered on that big goal. Final year figures are being prepared and will be shared with you shortly.

At the February Board Meeting Kevin Johnston, Commercial Director, reported on our financial performance for the period to the end of January; a surplus of £335,000, which is £359,000 ahead of where we had budgeted to be and February’s results showed a similar position. That’s a great position to be in and the Board noted their thanks to all at Edinburgh Leisure for this great result.

I have already shared the following message with you but it is an important one and I have no qualms in repeating it again and again... Delivering a great performance in 2014/15 helped us protect services this year (2015/16); however, we cannot be complacent. Our surplus has been generated through excellent control of expenditure, but both income and customer visits are behind budget – that must change.

So we must all turn our attention to usage and income generation. How can we grow our way out of the financial challenges ahead? We all have a part to play in this; never underestimate the impact you have.

£

SURPLUS335k

January 2015

£

ABOVE BUDGET

359k

By June Peebles

(cont... )


What can you – can we all – be doing

more of or differently to get more people active and staying active with us? It would be great to hear your thoughts on how to make a difference.

I recently attended a customer focus group at Drumbrae Leisure Centre and what I heard from customers was that they were initially attracted to the venue by the activities on offer, the facilities available, proximity to home, accessibility and the fact you don’t have to be a member to join in an activity.

What made customers loyal to Drumbrae were the friendly and informed employees and the sense of community they felt from using the centre.

£421,000under budget in expenditure

£60,000down on dry admissions target

£34,000down on wet admissions target

£91,000down on fitness income target

THIS IS AN IMPROVING PICTURE … STAY ACTIVE, STAY WELL!

Sickness absence for February is down:

3.1%versus our target of 4%

This also translates into our employee costs, which are

£179.8k below budget (1.2%)

Edinburgh Leisure is all about ‘making a positive difference to communities by creating opportunities for everyone to get active, stay active and achieve more’ and ‘inspiring the people of Edinburgh to be more active and healthy’. We must remember that sound financial management is an essential component in delivering on our purpose, vision and values. The company is in a much better place financially than it was a year ago and I would like to thank everyone for their contribution towards delivering a fantastic performance in 2014/15. I am looking forward to an even better 2015/16.

February


2015/16 Budget

The budget is a £283,000 deficit and whilst I am not comfortable at setting a deficit budget,

we can do so this year because of our performance last year (2014/15). Our performance last year is enabling us, despite the reductions in our payment from the Council, to protect our services this year.

However, having a deficit budget is not sustainable, so our challenge for 2015/16 is not simply to deliver on our budget but to do better, eliminate the deficit and continue to grow the business.

As detailed in the recent ‘Bite Size update’, the budget also includes a sum of £151k for a pay award. This was discussed at the JNCC (Joint Negotiation and Consultation Committee) and we are planning to implement the pay award from 1 April.

The Bite Size update also detailed the next steps in the pay award process and decisions made relating to performance related pay. I will be visiting venues with Karen Scott, interim Director of People to talk through both of these topics but if you have any further questions please contact [email protected]

Grow the business

The Board gave approval at the February Board Meeting to invest in the fitness facilities at Gracemount Leisure Centre.

The gym will be almost doubling in size, growing from its current 183m2 to 365m2 and we are creating a second fitness studio. This will allow even more people to enjoy the fitness services

The existing facilities at GLC are set to expand.

on offer at the Centre. The work will take place at the same time as the lifecycle works in the summer.

Hilary Roberts and Team Gracemount are looking forward to delighting their customers old and new with a spruced up and improved venue. Hilary is also confident of exceeding the usage and income. Grow, grow, grow!

By June Peebles

mailto:[email protected]


I often use the phrase ‘sales through service’, if our service meets or exceeds customer needs and expectations then the ‘sales’ will follow.

We have probably all experienced this at some point. It is often the case that our ‘local’ pub, café or sports centre becomes our ‘local’ because of the service we receive there. That’s the reason we keep going and I see this in action all the time. For example, the customers who follow their instructors or coaches from one venue to another or the customers who move from being a casual customer to taking out a membership because of their service experience.

We identified that we could do better in the ‘servicing of customer accounts’ such as those with a fitness membership, discount card or coaching customers who pay via direct debit. We found that customers and EL colleagues sometimes had to refer a problem or query to a number of EL colleagues

before finding the right person to speak to and provide a solution. To improve this situation we are making some changes and are setting up a ‘customer accounts team’. The new team (which consists of some familiar faces) are based at Vantage Point. They will be the ‘go to people’ for all matters on customer accounts. This new team will result in an improved service that converts into satisfied customers and, in turn, converts into ‘sales’.

Customer Experience

“Improved service converts into satisfied customers, which converts into ‘sales’”

CUSTOMER SERVICE IN ACTIONAt Craiglockhart, we have installed new acrylic floors for the indoor tennis courts. We hope the new floors will enhance the customer experience and make the centre an even more welcoming place for our customers.

By June Peebles


Online booking and WiFi News

“We have responded

to customer feedback regarding

the payment process.”

Our recent introduction of new online booking options has been very well received by customers so far this year.

Following an extensive trial period at three venues to allow customers to book activities online (squash, badminton, 5-a-side), customers at all other venues were able to book their activities online from 1 January.

In addition to this, we have introduced a new payment process, to make it easier for our customers.

Edinburgh Leisure ICT Manager Stuart Fairbairn said: “We have responded to customer feedback regarding the payment

process and moved to accept payments via PayPal, reducing customer need to enter card details for every payment if they prefer not to.

“We are also in the planning stage to allow sports activity bookings via the EL App, so watch this space!”

We have also secured more than £50k of funding from Broadband Delivery UK to provide WiFi into the public areas of 11 of our venues. Work is well underway with new internet connections and access points being installed and a target ‘live’ date of April 2015.


A new system for alerting customers if a space becomes available on a fitness class has been piloted at Leith Victoria Swim Centre and Glenogle Swim Centre since November 2014.

The system lets customers on a waiting list know (via email) when a class space is available and gives them the chance to book (and pay if required) straight from an email link without the need to log in and find the class.

So far 681 bookings (at LVSC and GSC) have been made using this new system. It replaces the previous system where colleagues had to contact customers on waiting lists by phone to try and fill empty spaces.

Waiting lists... we’ve made them nicer

Following on from the success of the pilot scheme, the system has been introduced throughout our organisation. On the first day of the system’s EL-wide roll out on 23 March, 66 of the 87 online class bookings came from sites using the new automatic system for the first time.

The introduction of the seven day scan (which scans for class availability one week ahead) was also successful with a huge 119 bookings made for 24 – 29 March, compared with 424 in the whole month of February 2015 – all promising signs for this new system at EL.

GET ’APPYApp fitness class bookings up from 7,431 in April 2014 to 14,144 in January 2015

FEB 2015 STATSbookings made via:Kiosk: 181App: 14,624Online: 8,124Reception: 33,003Total: 55,932


Flying high with the Aerial Assault Course

Our exhilarating Aerial Assault Course at EICA: Ratho reopened on 14 February, welcoming thrill seekers back to its dizzying heights.

100ft above the ground, participants are strapped into a harness and aided by instructors as they tackle rope nets, ladders, climbing challenges and a zipwire.

EICA Venue Manager, Adam Cruttenden, was excited to welcome people back to the course: “The Aerial Assault Course is an amazing experience for the daredevil inside us. It has been a popular feature at the EICA and we cannot wait to show everyone the ropes again, literally and metaphorically!”

Bloggers Suzy Gow from Healthy Edinburgh

and Kylie Barclay from A Consequential Adventure, as well as George Ward from STV Edinburgh were among the first to try out the course, which re-launched after a period of essential maintenance.

You must be over 145cm tall to enjoy the aerial assault course, which is open Saturday-Sunday and costs £11.90 for adults and £9.60 for children.

“The Aerial Assault Course is an amazing

experience for the daredevil inside us.”


Gymnastic joy for Sophie

Caroline Moffat-Davies’ daughter Sophie is now able to enjoy gymnastics again thanks to the colleagues at Meadowbank.

14 year-old Sophie is disabled with complex needs that meant she had not been able to attend

Good VIBES for Edinburgh LeisureEdinburgh Leisure’s excellent work in the area of sustainability and environmental awareness was recognised by achieving a place as finalists in the VIBES award, in the Large Business category.

VIBES (Vision In Business for the Environment of Scotland) is a national award, held

each year, to recognise and showcase best practice in efficient resource use, reduced environmental impact and sustainable development.

Edinburgh Leisure Energy and Sustainability Officer Fiona Douglas said: “Thanks to all our hard work we reached the finals and attended the award ceremony in Glasgow

but unfortunately lost out to BAE Systems. The judges commended the dedication of our Green Champions and Green Teams, along with our innovative Green Plan.

“This was the first award we have applied for and with the continued commitment of all colleagues we hope to go on and succeed in others.”

One to one coaching is helping young people like Sophie enjoy gymnastics.

Our Energy and Sustainability team,

Alan Hughes and Fiona Douglas,

at the ceremony with Iain Gulland,

Director (right), Zero Waste Scotland.

a gymnastics class for 10 years. Gymnastics Development Officer, Karen McGrath, arranged for Sophie to have a one-to-one gymnastic session with a coach and Caroline and Sophie have not looked back.

The family now have regular classes in this special environment, enabling Sophie to get active and experience the joy of gymnastics again.


In the land of research…We know the power of persuasion can be effective when it comes direct from your friends and now we have some encouraging stats from

our recent referral offer (£35 cashback when you refer a friend) to support this:

50% of existing customers who referred a friend found out about the referral offer through on-site promotional material.

63% decided to refer a friend because of the offer, while 52% decided to refer because they had a positive experience with EL.

And, straight from the horse’s mouth, here are some lovely comments to show just what our facilities mean to the communities we serve:

“Since I have joined Edinburgh Leisure I have now lost four stone and went from a size 18/20 in clothes and it’s been the best thing I have ever done.

Here are some pictures of the fun we had raising money for Comic Relief.

Ainslie Park (bottom) held a well-attended fitness marathon. Big thanks to Kerry Jones, the Fierce Pro Dancers, instructors and the 50 people who took part in Body Attack, Body Combat, Ab Attack and Metafit at Ainslie Park, raising £260.

Red Nose Day at EL

“I think Edinburgh Leisure offers great facilities, great classes and motivating teachers.”

Soak a manager at

MSC boosted our

fundraising efforts.

I’d just like to thank Edinburgh Leisure.”

“My fitness instructor of 14 years gave up and I was so worried about where to go. Thought EL would be really expensive and intimidating but actually love it. Free week trial pass is inspired, it gave me an opportunity to try new things.”

“I was so fed up with Pure Gym, they may be cheap but I’d rather pay more and have a better range of facilities, sites, classes and activities. I have really enjoyed getting back into swimming after many years off. The classes I have attended thus far have also been excellent with enthused staff members.”

Remember, the May sales campaign is coming soon. Let’s get even more people enjoying our venues on a regular basis.

BUT there’s still cake left#NoExcuses

WORK THE GUILT OFF TOGETHER

Registered Scottish Charity No: SC027450T&Cs Apply. Offer ends 31st January 2015

£35 cash back when you refer a friend21399 EDINBURGH LEISURE JANUARY 2015 CAMPAIGN POSTER_NORMAL_A1_10 AW.indd 4

11/12/2014 12:08


Since launching in 2012, Edinburgh’s Looked After and Active project, funded by the City of Edinburgh Council, has given more than 1000 looked after and accommodated children and their carers the opportunity to be healthier and more active thanks to free use of our gyms, pools and slots in our fitness classes.

At the event on 18 February, the young people got the chance to try out gymnastics, athletics, diving and swimming. It was an opportunity to celebrate the positive impact the project has had on their lives – 82% of surveyed participants said Looked After and Active had increased their confidence and 81% said their health had improved.

Looked After and Active Development Officer, Sara Kemp, is pleased by the project’s success: “At Edinburgh Leisure we are

dedicated to making Edinburgh a more active and healthier city, so it was great to hear that 100% of the participants in our survey said that they enjoyed the project and would recommend it and Edinburgh Leisure to others. The event was an ideal way to celebrate the lifestyles and healthy attitude these young

people and their carers have and inspire even more people to get involved in physical activity and sport.”

Project participants receive a Looked After and Active card, which entitles them to free access to activities as diverse as the popular Les Mills fitness classes, yoga, indoor cycling and trampolining. The project caters to those aged from 0 to 21 in Home Care, Kinship Care, Foster Care, residential units or in Throughcare and Aftercare, and their carers.

On Wednesday 18 February, young people and their carers from across Edinburgh gathered at the Royal Commonwealth Pool to celebrate the success of Edinburgh Leisure’s Looked After and Active project.

Looked After & Active celebrates

success

“ The programme has helped more than 1,000 looked after and accommodated children and their carers.”


Our Board of Directors provide sound governance and leadership to the company and they do this on a voluntary capacity.

No Director receives any pay for carrying out their duties, which extend far beyond attending Board meetings. It was great to welcome two new ‘volunteers’; David Milne, our new Chairperson, and Jestyn Davies, our new Board Member, to their first Board meeting at the Commie in February. The Edinburgh

Leisure team has grown elsewhere with the recent appointment of Jo Nola, our new Head of Marketing and Sales. Jo joins us from Tesco and has worked with a range of other high-profile brands over the years.

I recently attended the ‘meet the team’ event, for our new recruits, at Meadowbank. It was great to meet new and, not so new, colleagues, especially those receiving awards for all their great work at EL. As usual I left the event with a spring in my step; reminded of all the welcoming, caring, passionate and proud people we have in EL,

proud of all that we do and energised to do more (and do better because we can always do better). Please join me in my reinvigorated drive to get even more people active and well!

It’s all about the peopleBy June Peebles

(Left – right): the arrival of David and Jestyn strengthens our Board, while Jo brings invaluable marketing experience to our team.

Anne Lovering receives her L&D 11VQ Internal Verifier award from June Peebles.

Quick Ello – April 2015

Documents

Transcript of Quick Ello – April 2015