Over the next several blogs, we will cover the topic of managing the employee life-cycle. The fact that there is an employee lifecycle is often overlooked, yet is an important element of being a good. employer and ultimately translates to how your customers and members experience your business.
The employee lifecycle starts with Attraction and Recruiting and goes to the stages of Onboarding, Professional Development & Performance Management, and then either Promotional Readiness, or Exit/Off boarding.
Stay tuned across the next several weeks as we cover each stage of the employee lifecycle.
Welcoming new employees to your climbing gym is an opportunity to integrate fresh energy and perspectives into your team. A well-executed onboarding and training process not only helps new hires feel supported but also sets the tone for their long-term success. Research shows that effective onboarding can increase employee retention by 82% and boost productivity by over 70%, making it a crucial investment for your gym’s growth and stability. Here are some best practices to ensure your new team members thrive from day one.
Create a Warm Welcome
First impressions matter. Setting the right tone sets up the culture and embeds it into new hires from the start. Make your new employees feel valued and welcomed by:
Build a training plan & schedule: Have a training plan and share it in advance with the new hire(s) so they know what to expect.
Preparing in advance: Have their workspace, uniform (if applicable), and necessary equipment ready.
Introducing the team: Organize a team meet-and-greet or casual welcome meeting.
Adding personalized touches: A welcome kit with branded gear or a handwritten note can make a big impact.
Tip: Go through your Core Values and make examples of some behaviors that exhibit or display your Core Values that are relevant to the new hire's role and responsibilities
Clearly Define Roles, Responsibilities & Expectations
Ambiguity can lead to confusion and mistakes. If you had a job description or a roles and responsibilities document for the job, make sure to cover each item in training. Someone who is not trained to do the job they have been hired for is not set up for success.
A main goal of onboarding should be to reduce confusion and provide clarity on one's role, and the expectations and standards associated with it.
Provide clarity by:
Outlining responsibilities: Use a detailed job description to explain their role.
Setting performance goals: Share short- and long-term expectations with clear milestones for progress. As well as what "standard" is expected. IE: When you tell someone their job is to keep the front desk clean and organized, what does that mean? Their idea of clean and organized might not be yours.
Providing an employee handbook: Include policies, procedures, and FAQs to give them a reliable reference.

Start with Risk Management
Regardless of the position being trained, make sure to spend time talking about risk management. Every employee in a gym should be able to recognize safety concerns and mitigate them. Before diving into operational tasks, prioritize safety training:
Comprehensive orientation: Cover all safety protocols, including equipment checks, belaying techniques, and incident response procedures.
Hands-on practice: Allow new employees to practice key skills under supervision to build confidence and competence.
Certifications: Ensure they complete any required certifications, such as first aid or climbing-specific qualifications.
Certifications: There a plenty of certifications out there that can support good risk management. The American Mountain Guides Climbing Wall Instructor certification is highly recommended for anyone who will be teaching climbing. There plenty more offered by the Climbing Wall Association and other organizations as well. Find the ones that are appropriate for you.
Include Hands On Learning Opportunities
In a climbing gym, practical experience is essential. There is a difference between orientation and training. Orientation might include things like a tour of the gym, explaining where cleaning supplies are, reviewing the company's policies and procedures, etc.
Training means training the person on their job, tasks, and duties. This takes time, and I would suggest having a training plan that lasts a week or two to ensure not just understanding but competency. That typically requires repetition, the opportunity to watch, to do, and to ask questions.
To set up best Create opportunities for new hires to:
Shadow experienced staff: Let them observe seasoned employees handling tasks like customer service, route setting, and coaching.
Participate in mock scenarios: Practice common situations, such as helping a nervous climber or resolving membership issues.
Gradually take on responsibilities: Allow them to build skills at a comfortable pace.
Encourage Ongoing Closed Loop Communication
An open line of communication helps new employees feel supported and empowered to ask questions. Often times being a new hire can be like drinking from a fire hose. Give new hires the ability to ask questions before, during and after training. Foster a culture of closed loop communication because remember, communication does not equal understanding.
Think "On belay?" -- if there is no response, has communicating the need for a belay been understood? Absolutely not. This is why we close the loop with "The belay is on"
Ensure:
Regular check-ins: Schedule weekly or bi-weekly meetings during the onboarding period.
Review all of the appropriate communication channels: It is likely your business has multiple communication channels. Group chats, email, staff newsletters, meetings, and more. This can be overwhelming. Make sure new hires know which channels to use for what.
Feedback loops: Encourage them to share their experiences and suggest improvements.
Onboarding Tip: Create a mentor program. This gives new hires the ability to have one point of contact to help them with questions, concerns, and their overall training. This is a great way to build relationships, ensure successful onboarding, and to give your senior staff a reminder of what it's like to be new.
Onboarding is an early indicator of success
A thoughtful onboarding and training process is the foundation for a strong, capable team at your climbing gym. With effective onboarding increasing retention rates and productivity significantly, focusing on safety, clarity, communication, and culture is more important than ever. You’ll not only help new employees succeed but also create an environment where they feel inspired to grow and contribute. After all, when your team thrives, so does your gym!
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