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 

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