Elaine Jobson has more than 20 years of experience in the health and fitness industry, working with top entrepreneurs and leading JETS Fitness as COO in 2013. She successfully led a management buyout of 129 franchised clubs and expanded JETS internationally across multiple countries.

Elaine discusses the use of Net Promoter Score (NPS) as a tool to drive the company’s Big Hairy Audacious Goal (BHAG) of becoming Australia’s most loved gym, with an emphasis on using feedback to improve operations rather than focusing on scores alone.

The difference between “good profit” (derived from enhancing customer relationships) and “bad profit” (earned at the expense of customers) is also explored. Prioritising people and culture over profit is highlighted as essential, with a focus on creating a people-centred environment.

Takeaways
Success comes from prioritising people and building a positive company culture over profit.
Net Promoter Score (NPS) helps gather feedback and identify operational improvements, not just measure satisfaction.
“Good profit” is earned through lasting customer relationships, not at their expense.
A clear Big Hairy Audacious Goal (BHAG) motivates teams and aligns efforts across the organisation.
Employee engagement is a long-term journey that requires ongoing leadership commitment and effort.
Embracing Kaizen promotes continuous learning and small improvements for sustainable growth.
Leaders must lead by example and inspire their teams to uphold the company’s vision and values.
Empowering teams with tools and training ensures long-term success and employee growth.

Follow Elaine Jobson 
https://jetts.com.au/
https://www.linkedin.com/in/elaine-jobson-72a8a33/

Books on this episode 
High Performance Through Happy People: How to build a highly successful company fuelled by a world-class culture by Elaine Jobson https://amzn.to/463k0sc
First Break all the Rules by Marcus Buckingham https://amzn.to/3ygnV8B
Nine Lies About Work by Marcus Buckingham https://amzn.to/4fpXBtA

Watch the episode on YouTube: https://www.youtube.com/@TheEvolutionPartners

Newsletter – each week I share interesting insights, articles and ideas you can use. Join other leaders and subscribe to The Evolution Partners newsletter https://evolutionpartners.com.au/subscribe/

Books – Learn more about our books https://evolutionpartners.com.au/books/
Made to Thrive: The practical, prescriptive guide on how to be a great CEO 
Onboarded: How to bring new hires to the points where they are more effective faster. A business case for leaders on why you should commit to an effective onboarded process. 
Onboarded for Managers: Helping managers bring new hires to the point where they are more effective faster.

Follow me: 
on https://au.linkedin.com/in/bradleygiles
on https://twitter.com/Evolution_Perth

Enjoying the show? Leave a review 

Elaine Jobson has more than 20 years of experience in the health and fitness industry, working with top entrepreneurs and leading JETS Fitness as COO in 2013. She successfully led a management buyout of 129 franchised clubs and expanded JETS internationally across multiple countries.
Elaine discusses the use of Net Promoter Score (NPS) as a tool to drive the company’s Big Hairy Audacious Goal (BHAG) of becoming Australia’s most loved gym, with an emphasis on using feedback to improve operations rather than focusing on scores alone.
The difference between “good profit” (derived from enhancing customer relationships) and “bad profit” (earned at the expense of customers) is also explored. Prioritising people and culture over profit is highlighted as essential, with a focus on creating a people-centred environment.
Takeaways
<ul>
<li>Success comes from prioritising people and building a positive company culture over profit.</li>
<li>Net Promoter Score (NPS) helps gather feedback and identify operational improvements, not just measure satisfaction.</li>
<li>“Good profit” is earned through lasting customer relationships, not at their expense.</li>
<li>A clear Big Hairy Audacious Goal (BHAG) motivates teams and aligns efforts across the organisation.</li>
<li>Employee engagement is a long-term journey that requires ongoing leadership commitment and effort.</li>
<li>Embracing Kaizen promotes continuous learning and small improvements for sustainable growth.</li>
<li>Leaders must lead by example and inspire their teams to uphold the company’s vision and values.</li>
<li>Empowering teams with tools and training ensures long-term success and employee growth.</li>
</ul>
Follow Elaine Jobson <a href="https://jetts.com.au/">https://jetts.com.au/</a>  <a href="https://www.linkedin.com/in/elaine-jobson-72a8a33/">https://www.linkedin.com/in/elaine-jobson-72a8a33/</a>
Books on this episode High Performance Through Happy People: How to build a highly successful company fuelled by a world-class culture by Elaine Jobson <a href="https://amzn.to/463k0sc">https://amzn.to/463k0sc</a>  First Break all the Rules by Marcus Buckingham <a href="https://amzn.to/3ygnV8B">https://amzn.to/3ygnV8B</a>  Nine Lies About Work by Marcus Buckingham <a href="https://amzn.to/4fpXBtA">https://amzn.to/4fpXBtA</a> 
Watch the episode on YouTube: <a href="https://www.youtube.com/@TheEvolutionPartners">https://www.youtube.com/@TheEvolutionPartners</a>
Newsletter – each week I share interesting insights, articles and ideas you can use. Join other leaders and subscribe to The Evolution Partners newsletter <a href="https://evolutionpartners.com.au/subscribe/">https://evolutionpartners.com.au/subscribe/</a>
Books – Learn more about our books <a href="https://evolutionpartners.com.au/books/">https://evolutionpartners.com.au/books/</a>  Made to Thrive: The practical, prescriptive guide on how to be a great CEO  Onboarded: How to bring new hires to the points where they are more effective faster. A business case for leaders on why you should commit to an effective onboarded process.  Onboarded for Managers: Helping managers bring new hires to the point where they are more effective faster.
Follow me:  on <a href="https://au.linkedin.com/in/bradleygiles">https://au.linkedin.com/in/bradleygiles</a>  on <a href="https://twitter.com/Evolution_Perth">https://twitter.com/Evolution_Perth</a>
Enjoying the show? Leave a review

A place for the world’s leading thinkers, planners and doers.

The Evolution Partners is a weekly podcast hosted by Brad Giles. Join Brad as he engages in conversations with some of the world’s sharpest minds, learning a bit more about them and delving into what makes them tick.

A place for the world’s leading thinkers, planners and doers.
The Evolution Partners is a weekly podcast hosted by Brad Giles. Join Brad as he engages in conversations with some of the world’s sharpest minds, learning a bit more about them and delving into what makes them tick.

The Evolution Partners

Each week Brad Giles talks with the world’s leading thinkers, planners and doers who are helping to build great companies in their own way.

We learn how the work they’re doing is creating an impact and get to know a little bit more about them, and what makes them tick.

Each week Brad Giles talks with the world’s leading thinkers, planners and doers who are helping to build great companies in their own way.
We learn how the work they’re doing is creating an impact and get to know a little bit more about them, and what makes them tick.

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