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.
The climbing gym industry is getting more professionalized and more competitive. This is not only a consideration for the customer experience, but also for staff. If you want to attract and retain top talent, professional development is no longer a luxury; it’s a necessity. Businesses that prioritize the growth and learning of their staff reap significant benefits in terms of customer satisfaction, employee retention, and operational excellence. In this blog, we’ll explore the purpose, value, and return on investment (ROI) of professional development programs specific to climbing gym employees, and why they’re essential for creating a thriving community and business.
Why Professional Development?
Professional development for climbing gym staff encompasses a variety of activities—from safety certifications and route-setting workshops to customer service training and leadership development. Its purpose is twofold:
Skill Enhancement: Climbing gym employees need to stay up-to-date on the latest safety protocols, techniques, and industry trends. Professional development ensures that they can provide a safe and enjoyable experience for all members and visitors.
Personal Growth: Beyond technical skills, development programs can help staff build soft skills such as communication, teamwork, and problem-solving—qualities essential for fostering a welcoming and supportive climbing community.
Tip: Good leaders are always training themselves out of a job. Are your managers and leaders constantly putting time into leveling up their employees? You have to think beyond AMGA/CWA/USA Climbing certifications for your professional development program.
The Value of Investing in Employee Growth
The value of professional development extends beyond individual employees to the climbing gym as a whole. Here’s how it benefits the business:
Improved Performance: Employees who participate in development programs are more confident and capable. For instance, a route setter who receives advanced training can likely create more engaging climbs that appeal to a broader customer set. A well-trained front desk staff member can provide exceptional customer service that leaves a lasting impression. Managers, leaders and executives that have consistent access to learning, coaching and development are better equipped to manage teams and initiatives.
Enhanced Employee Engagement: Engaged employees are more likely to feel invested in their work and the gym’s success. Employees with consistent access to development opportunities and the ability to stretch themselves into new skills and responsibilities will stick around, and be more engaged. Engaged staff members contribute to a positive and energetic environment that members appreciate.
Stronger Community: Climbing gyms are more than just places to work out; they’re hubs for community and connection. This has to start with the people running the business. If your employees don't feel invested in and taken care of, they will not pass that feeling along to your members and guests. Happy, engaged employees leads to happy and engaged customers and members.

According to Gallup’s 2022 study, businesses with highly engaged employees see 23% higher profitability than those with disengaged workers.
The ROI of Professional Development in Climbing Gyms
While professional development requires time and financial investment, the returns are substantial. Don't just take my word for it, here are some metrics to consider:
Employee Retention: High turnover is costly, especially in a specialized field like climbing gym operations. According to the Society for Human Resource Management (SHRM), replacing an employee can cost between six and nine months of their annual salary. Gyms that offer professional development programs can reduce turnover by as much as 34%, according to a study by Work Institute.
Increased Member Satisfaction: Staff who are well-trained in safety, route setting, and customer service create a better experience for members. Satisfied members are more likely to renew their memberships, recommend the gym to friends, and participate in events. I have seen huge increases in member retention and satisfaction as a direct result of investing in customer service training.
Reduced Risk: Safety is paramount in climbing gyms. Investing in ongoing safety training for employees minimizes the risk of accidents and liability, protecting both members and the business. I have seen a 20% reduction in incidents in the past simply by investing in ongoing training for staff.
Enhanced Skill Sets: Upskilling staff reduces the need to hire externally for specialized roles. For example, training an existing team member in advanced route setting or coaching ensures continuity and saves on recruitment costs.
How to Implement a Professional Development Program
If you want to see the benefits of an organized professional development program at your gym, you have to put in the work and the resources.
Identify Needs: Conduct a skills gap analysis to determine areas where training is most needed. For example, assess whether employees need certifications in belaying, advanced first aid, or route-setting techniques. Gather feedback from staff to understand their aspirations and challenges
Offer Diverse Options: Provide a variety of learning opportunities to suit different roles and preferences. Examples include:
Certifications: Ensure staff complete industry-standard certifications, such as those offered by the Climbing Wall Association (CWA).
Workshops: Organize in-person workshops on topics like advanced route setting, injury prevention, or customer engagement.
Mentorship Programs: Pair less experienced staff with seasoned employees to foster skill-sharing and personal growth.
Online Training: Offer access to digital courses and webinars for flexible learning schedules.
Create Structured Development Plans: Work with each employee to create a personalized development plan that outlines clear goals and milestones. For instance, a front desk associate might aim to gain leadership training to move into a management role, while a route setter might pursue advanced certifications in design.
Encourage Continuous Learning: Build a culture of ongoing education by:
Hosting monthly training sessions or staff meetings focused on skill-building.
Offering incentives, such as covering costs for industry conferences or certifications.
Encouraging employees to set learning goals during performance reviews.
Leverage External Resources: Partner with industry organizations, such as the CWA or local climbing associations, to access professional trainers, resources, and certifications. Networking with other climbing gyms can also provide shared learning opportunities.
Measure Impact: Evaluate the effectiveness of development programs using key performance indicators (KPIs). Examples include:
Tracking improvements in employee retention and turnover rates.
Monitoring member satisfaction through surveys or feedback forms.
Assessing operational metrics, such as the number of reported safety incidents or member growth trends.
Celebrate Successes: Recognize and reward employees who complete training or achieve significant milestones. This can include public acknowledgment, bonuses, or opportunities for career advancement within the gym.
Tip: Don't only focus on development for your junior and front line staff. It is HIGHLY likely your management needs constant coaching and support to level up their skills and help the business grow.
Onboarding is an early indicator of success
Professional development is an investment in your climbing gym’s most valuable asset: your people. By equipping employees of all levels with the skills they need to succeed, you’re not just preparing them for the future—you’re also strengthening your gym’s community and reputation. The data is clear: climbing gyms that prioritize employee growth see higher engagement, better retention, and greater overall success. The question isn’t whether you can afford to invest in professional development; it’s whether you can afford not to.
Rise Above has helped many businesses develop people operations practices and also offers coaching and learning. Reach out to learn more!
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