How the perception feedback loop can make or break your class

Leila Neve’s new 5 part series on making group exercise classes work for you – and your PT business. Part one: The perception feedback loop

Leila Neve begins a new series where she breaks down everything you need to make group exercise not only enjoyable, but also a valuable marketing tool. Here, she begins with current insights into the UK’s health and fitness habits and how the perception feedback loop can make or break your class.

Whether you love group exercise or love to hate it, the reality is that for many of us in the fitness industry, delivering classes is a big part of life and, when used well, it can become one of the most powerful tools for building your business.

What the research tells us

Current data tells us that the UK population is a health-conscious bunch. A report by PureGym¹ states that 76% of people want to be fitter and healthier and 65% express concerns such as poor sleep, low flexibility, general aches and pains and poor nutrition.

Brilliant! So they’re all flocking to us, right? Not quite!

The same report found that 68% of people aren’t exercising – mainly because they dislike exercise, struggle with mental or physical health, feel intimidated by gyms or are embarrassed at the idea of exercising in front of others.

So how do we help people feel comfortable enough to show up?

Especially if:

we’ve been teaching for years and slipped into autopilot?
we’re brand new to group exercise?
we don’t actually love teaching classes (but it’s part of the job)?

It all starts with first impressions – of you AND your class environment. Let me show you how powerful that can be.

Scenario 1: The “I’m never coming back” experience

Beth has finally plucked up the courage to book a class. She’s nervous, still recovering from a knee injury and unsure what to expect. She walks in … and no one speaks to her. A few people glance up from their phones, then back down. Nobody introduces themselves. She quietly copies what others are doing. The instructor walks in, presses play and cracks on. No welcome, no explanation, no check-ins.

Beth spends the class worrying about her knee and trying desperately to keep up. Afterwards she leaves feeling deflated, embarrassed and more certain than ever that gyms aren’t for her.

Could Beth have done anything differently? Probably not, but that perception loop has been established: we don’t provide a positive, inclusive experience and the participant perceives that as a failure and is put off. Over time our class numbers drop, so we don’t have a great experience either!

Scenario 2: The “I’m proud of myself” experience

Same Beth. Same nerves. Same knee.

This time she walks into a room with soft background music and a bit of chatter. People look up, smile and say hi. The instructor approaches her, introduces themselves and asks if she’s done the class before. Beth admits she’s nervous and explains about her knee. The instructor reassures her, explains the flow of the class, offers options for her knee and makes it clear she can speak up or give a discrete wave any time.

A participant helps her set up. They get chatting and realise that they’ve got kids the same age, so arrange to meet up for a coffee. The instructor starts the class by checking everyone has what they need, asks about injuries, gives a quick overview and gets everyone warm. After the class, Beth feels proud, safe, connected and she’s booked in for next week.

What was the difference?

The instructor and the sense of community they have created make that perception loop a much more positive one for everyone. All participants feel happy to be there; they are supported and encouraged and feel like a team, all working towards their goals together. They leave feeling great, they tell their friends and pretty soon your numbers are up and everyone is happy.

Remember, people come to group exercise for connection and to simply finish the session feeling better than they felt when they arrived. You are the person who helps them get there.

But what if:

you’re not feeling confident?
you find group exercise stressful?
you’ve been doing this for years and feel a bit stale?

Good news: the answer isn’t to change your personality; the answer is to build systems! Systems help your classes to run smoothly, reduce stress, keep you consistent and make it MUCH easier to give every participant a positive experience. Systems also make it easier to reflect, improve and feel in control, even on those chaotic days when you’re covering last minute or running in straight from a PT session. And the first system we’re going to build is arguably the most important one: the pre-class checklist!

The pre-class checklist

The checklist helps you to create that vital positive first impression; the one that keeps people coming back and bringing their friends next time too.

My biggest tip is to always control the controllables and plan ahead for the things that might go wrong. Here are the key areas to consider:

Pre-plan the class: Have at least a basic structure ready before you walk in: music chosen, timers set and a plan in place. Covering last minute? Keep a few go-to sessions saved in a folder ready to go at the drop of a hat (Google Drive is my best friend).
Arrive early: Aim to get there 15-20 minutes before class to prep the space and get yourself in the right mindset. If you can’t (because you’re following another class or finishing with a client), try to set up before your client or plan a session that needs minimal set-up.
Tidy, safe environment: A clear, organised room is safer and feels more welcoming. And don’t forget to leave it tidy for the next instructor. Your colleagues will thank you!
Equipment check: Is everything available, safe and fit for purpose? If not, adjust your plan confidently.
Room set-up: Will you set equipment up, maybe for a circuit class? Will participants set their own stations up? Make it obvious and easy for your participants and for yourself!
Health and safety: Check the room, equipment and lighting. Perform verbal and visual injury/wellness checks. Show people that you’re paying attention.
Your presentation: This isn’t about perfection at all; it’s about approachability and instilling confidence in your participants. Are you neat, ready to move, warm and welcoming?
Your position in the room: Are you out meeting people, chatting and connecting? Or are you hunched over the speaker with your back to the room? People walk in looking for someone to anchor to – be that person for them.
Options, regressions and progressions: Know which exercises can be made more/less challenging before you start. It reduces your stress, boosts your confidence and their confidence in you.
Bring the energy: Be friendly, calm, positive and encouraging. I don’t mean fake hype, just be you, but be an open and present you who motivates people to be their best.

To help you remember this before your next class, I have made you a handy checklist that you can download, edit, print and adapt to any class. Whether you’re teaching HIIT in a big chain gym or Pilates in a village hall, the foundations should stay the same. Download it now.

Let me know how you get on and make sure you come back for the next blog in this series. We’ll be looking at what happens between the warm-up and cool-down, and how to make it fun, engaging and successful for everyone.

Read more of Leila’s group exercise instructor expertise on the FitPro blog in this post on her MOSSA journey.

Leila Neve

Leila Neve is an award-winning personal trainer and group exercise instructor with a BSc in Sport Science, specialising in physical rehab and motivational coaching. She is incredibly passionate about making health and movement accessible to all, her black Labrador, Leonard, and pretty much anything covered in cheese.

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