I am a new member
I am a new member. I joined because I would like to be more active and learn new things. I joined a step class yesterday. I arrived feeling excited and I left feeling upset with the teacher but also the management. I will tell you why. The step class I attended yesterday at 6pm was full. The teacher never asked if anyone was new to step Or introduced herself. She bluntly said if you are new and can't keep up just go back to the basic step (up and down the box). I thought this was odd. The first 15 minutes were manageable but they she quickly added more steps and kept on adding more steps without teaching or breaking this down or allowing time for us to practice. It went from bad to worse. She kept saying "good job" 'well done" when only 2 people out of 14 were following. One of them was a step class teacher and the other one was regular attendee. The majority struggled. One left. I stopped as I was very upset with the teacher who did not cater for new comers. I then rejoined and it was worse. I felt she was not teaching but just doing a step class for herself. Shocking. Being a yoga instructor myself and having taught for many many years my number one rule is to alwasy make sure people do the same thing at any given time. This was def not the case as everyone struggles. Things got worse when we moved from step to hiit training.go figure. I eventually stormed out of the class after giving her 40 minutes and went to speak to the manager who said to me I could not really complained because it was my first class and that I should speak to the instructor. This comment shocked me and upset me even more. So instructors are doing things wrong and we are not supposed to let managment know? I waste one hour of my time. I will not return to this class. This instructor needs a) to engage with attendees b) ask questions c) read the room c) adapt accordingly she did none of that And I am considering leaving after just joining 2 days ago.
Reply from Better
Hi Thierry,
Thank you for taking the time to share your detailed feedback. First and foremost, we're very sorry to hear about your disappointing experience in the step class. We understand how important it is to feel supported and welcomed, especially when trying something new, and it's clear that your expectations were not met.
We sincerely apologise for the lack of instructor engagement and the way the class was delivered. A well-run class should always consider the varying experience levels of participants and ensure everyone feels included and guided throughout. It’s also concerning to hear about your interaction with management, and we regret that your concerns weren't handled with the empathy and seriousness they deserve.
Please know we take your feedback seriously and will be addressing this internally with both the instructor and management team. Your insights, especially as a fellow fitness professional, are extremely valuable, and we’re grateful you took the time to share them, even in frustration.
We would welcome the opportunity to speak with you directly, not only to apologise personally but to ensure your voice is fully heard and to explore how we can restore your confidence in our community. If you're open to it, please reach out to the Duty Manager at the centre to discuss your concerns.
Thank you again, and we hope you’ll give us another chance to provide the positive and inclusive experience you were looking for when you joined.
Warm regards,
Charmaine
