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Hospitality in Fitness – Part I – Improving Client Satisfaction in Group Fitness Training

August 19, 2025

Article Members Only

This Personal Training Quarterly article shares hospitality­driven approaches to help personal trainers build connections with clients. Visit NSCA online to read more on fitness, hospitality and health news.

Personal trainers Program design Organization and Administration Testing and Evaluation Client Consultation|Assessment Professional Development Encouragement Empathy Positive Mindset Contextual Associations Client Success Motivation Group Fitness Training Hospitality

NSCA’s Coaching Podcast, Episode 118: Rock Gullickson

Podcast

In this episode, we hear from 40-year veteran strength and conditioning coach, Rock Gullickson. Rock shares his path from collegiate strength and conditioning to the National Football League (NFL), including how weight room conversations have changed over the years as well as his thoughts on growth in the field today. Listen in to hear Rock connect with NSCA Coaching and Sport Science Program Manager, Eric McMahon, on lessons and insights for an impactful coaching career. Connect with Rock via email at Rock-Ter79@hotmail.com| Find Eric on Instagram: @ericmcmahoncscs or Twitter: @ericmcmahoncscs

Coaches Professional Development

NSCA’s Coaching Podcast, Episode 95: Alex Calder

Podcast

Alex Calder, Head of Sports Science for the Houston Dynamo Major League Soccer (MLS) team, talks to the NSCA Coaching and Sport Science Program Manager, Eric McMahon, about sports science data driving better decisions on and off the field. Topics under discussion include the importance of traditional strength training for soccer players, as well as, the variety of strength and conditioning opportunities there are to gain experience from at the high school, college, private, and professional level of sports. Find Alex on Twitter: @calder_05 or Instagram: @calder_05 | Find Eric on Instagram: @ericmcmahoncscs or Twitter: @ericmcmahoncscs

Coaches Professional Development

Dan Perlmutter | Turning Passion Into Professionalism: The Journey of a Sports Performance Coach

Podcast

What defines true toughness in coaching? Dan Perlmutter presents an alternative to the “tough strength coach” stereotype, reframing success as adaptability, resilience, and relentless positivity. As Director of Sports Performance and Head Olympic Sports Performance Coach at Duke University, Perlmutter reflects on building a strong culture rooted in genuine relationships and longevity. He explains Duke’s structured approach to developing interns and coaching assistants, highlighting purposeful recruiting and intentional mentorship to transform passion into professionalism. Perlmutter emphasizes a gratitude lens and people-focused philosophy, always prioritizing the athlete in front of him. He also addresses how strength and conditioning coaches can navigate collegiate shifts, such as Name, Image, and Likeness (NIL) deals and the transfer portal, by reinforcing the weight room environment and culture. If you are seeking practical strategies to build a sustainable career and a workplace you look forward to each day, this conversation is your blueprint. Connect with Dan via email at dan.perlmutter@duke.edu and on Instagram: @theothercoachp | Meet the Duke University Sports Performance Staff on their website | Find Eric on Instagram: @ericmcmahoncscs and LinkedIn: @ericmcmahoncscs

Coaches Professional Development

NSCA’s Coaching Podcast, Episode 56: Roger Marandino

Podcast

Roger Marandino, Director of Research at Catapult, talks to the NSCA Head Strength and Conditioning Coach, Scott Caulfield, about his experiences as a strength coach at the youth, collegiate, and National Football League (NFL) level. Topics under discussion include the struggles he faced as a young coach, his advice for making a big impact on a small budget, interviewing skills, and the new opportunities arising in the strength and conditioning profession.

Coaches Professional Development

NSCA’s Coaching Podcast, Episode 110: Christina Rasnake

Podcast

Christina Rasnake, Director of Sport Science and Analytics at the University of Delaware, talks to the NSCA Coaching and Sport Science Program Manager, Eric McMahon, about the budding future of sport science in college athletics. Topics under discussion include the staffing of sport science initiatives, effective communication across departments, and how technology and wellness surveys can support actionable change in the coaching process. Find Christina on Twitter: @Coach_Raz26 | Find Eric on Instagram: @ericmcmahoncscs or Twitter: @ericmcmahoncscs

Coaches Professional Development

NSCA’s Coaching Podcast, Episode 116: Donnie Maib

Podcast

This episode recaps one of the sessions from the 2022 NSCA Coaches Conference in San Antonio, TX. Head Coach and Assistant Athletic Director for Athletic Performance at the University of Texas, Donnie Maib, discusses “the Golden Connection” as it relates to working with rotational athletes. Tune in as Coach Maib shares stories with NSCA Coaching and Sport Science Program Manager, Eric McMahon, on lessons learned from a 27-year collegiate strength and conditioning career, including paths for aspiring coaching, being a good father and husband, and areas of the field he sees on the near horizon. Find Donnie on Instagram: @donniemaib and on Twitter: @coachdonnie | Find Eric on Instagram: @ericmcmahoncscs or Twitter: @ericmcmahoncscs

Coaches Professional Development

Lee Bell | Demystifying Fatigue Management Strategies in Training

Podcast

Deloading is widespread, but its application is often inconsistent and undervalued. That gap caught Lee Bell’s attention after discovering there was no consensus definition. Bell is a Senior Lecturer at Sheffield Hallam University who focuses on the deloading, overtraining, and overreaching spectrum. He explains how overtraining and overreaching are sometimes used synonymously. That confusion is compounded further by associations with overtraining syndrome (OTS). Instead, Bell frames overreaching as a “window of opportunity” when used intentionally. For example, a planned overreach can be functional or non-functional based on recovery. Bell also examines opportunities and tradeoffs in modern periodization models. He contrasts flexible and fluid approaches with more traditional, rigid programming; each approach has implications for athlete trust and recovery. Looking ahead, Bell envisions a collaborative approach to sport science driven by coaching needs. He reflects on recent coaching survey data and the key themes that emerged for the future. Hear his perspective on next steps in velocity-based training, individualized periodization, and variability. Reach out to Lee via Instagram: @lee3ell and LinkedIn: @lee-bell| Find Eric on Instagram: @ericmcmahoncscs and LinkedIn: @ericmcmahoncscs → Read the SCJ article co-authored by Lee Bell referenced in this episode: A Practical Approach to Deloading: Recommendations and Considerations for Strength and Physique Sports.

Coaches Professional Development

Morgan Smith | Gaining Applied Experience Through Education

Podcast

Your career can accelerate when you ask, offer, and say yes. For Morgan Smith, that approach led to a postdoctoral fellowship with the Wu Tsai Human Performance Alliance at Stanford University. Smith recalls how coaching sparked her interest in the science behind performance. Working across academic and practical settings, she encountered challenges with research feasibility firsthand. Today, she focuses on blending coaching with sport science. At Stanford, she began by building relationships and trust within the athletic department. She describes collaborating with coaches and staff to identify research interests, gaps, and low-burden contributions. Smith also highlights opportunities to support club sports, campus recreation centers, and community programs. These roles can help fund education while building your resume, network, and practical skills. She reinforces the value of education as a time to maximize experience and explore interests. Discover how to gain applied experience early, drive cross-department buy-in, and cultivate relationships that move your career forward. Reach out to Morgan on Instagram: @goldenmo_ and LinkedIn: @morgan-smith-sportsscientist | Find Eric on Instagram: @ericmcmahoncscs and LinkedIn: @ericmcmahoncscs | Learn more about the Wu Tsai Human Performance Alliance at: humanperformancealliance.org. Interested in bridging coaching and sport science? The Certified Performance and Sport Scientist® (CPSS®) credential can help you expand your qualifications, open new career paths, and strengthen organizational collaboration.

Coaches Professional Development

NSCA’s Coaching Podcast, Season 6 Episode 15: Meg Stone

Podcast

Hear from two-time Olympian, Meg Stone, the first female strength and conditioning coach to head both men’s and women’s strength programs at a major American university. Stone shares her story from being an elite discus thrower towards an unexpected coaching career, with NSCA Coaching and Sport Science Manager, Eric McMahon. She discusses what she believes needs to change to further the strength and conditioning field in support of athlete health and safety. Stone also tells us about what makes the Sport Science Program at East Tennessee State University (ETSU) so unique and beneficial for students. The episode highlights the ongoing work of the NSCA for the prevention of catastrophic injury and sudden death in sport. You can read more about this topic in a recent NSCA press release: NSCA Reaffirms Position on Appropriate Qualifications for Collegiate Strength and Conditioning Coaches. Connect with Meg by email at stoneme@etsu.edu| Find Eric on Instagram: @ericmcmahoncscs and Twitter: @ericmcmahoncscs

Coaches Professional Development

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