Serving Members Through Layout


Customer service means more than being friendly to members, said Josh Krehbiel. It can also involve the layout of the Box.

“When people come into the gym, they want to see things clean and organized,” said Krehbiel, the Affiliate of CrossFit 904 located in Jacksonville, Florida.

When he was searching for a new location for CrossFit South Bay, Affiliate Forrest Jung said the biggest feature he considered was the ability to break the space up into rooms, while still being functional for a variety of classes.

If Jung found a location he liked, he would plug the dimensions into Google SketchUp, a 3-D modeling software that develops layouts for visualization. Jung would outline the floor plan of a space he visited, then see if equipment would fit and still have room for people to workout. He said it was a lot of trial and error, but he did everything he could to find the perfect layout.

CrossFit Roots' actual layout overlaid on the SketchUp design.

CrossFit Roots’ actual layout overlaid on the SketchUp design.

Chris Dizon, an applications engineer at SketchUp and member of CrossFit Roots in Boulder, Colorado, said the program also allows users to add pre-built features into the space, such as rowers, barbells, and even posters or insignia on the walls. Consumers can either take a picture of a space and upload it into the program, or design the layout themselves. In fact, at CrossFit Roots, Dizon said it’s helped his Box know how to move things around for events and competitions.

In addition to the WOD area, Jung wanted to include space for a front desk, a juice bar and a profit center. Though members come for fitness, Jung said those options are additional revenue streams for Boxes.

Ultimately, Krehbiel said the layout needs to be functional. Sometimes, he will move around equipment, which at first confuses members. But if it makes classes run more smoothly, he said it’s worth it because it comes down to bettering the member experience.

In fact, Jung said each week he pictures himself as a member of the gym. He’ll walk through the space and ask how he would like to see things if he were a member. “I know I want [our mobility area] in a certain area because it makes it clean. However, members – the first thing when they walk in, they want to know quickly, ‘Where is the mobility stuff?’ They want foam rollers, they want cross bands,” said Jung. “And so, I try to look at it from their point of view, even though that’s not exactly where I want it.”

Hayli Goode is the former digital editor for Peake Media.