What would you do?
We own a small gym that is accessible to our members 24/7. We're not a chain or franchise. The business has been in existence since 1995, and we took it over April 2018. It has been doing great. Standard small biz problems, good cash flow, etc. One of us is there about 50 hours a week, though not always the same 50 hour schedule.
We have a very long time member who tracks mud into the gym in the evenings. We know it's him because we have cameras. We were told by the previous owners that he runs trails before coming into the gym. They said they spoke to him about it to no avail. The old owners brought it up briefly in front of him and us during one of our transition/training visits and he just rolled his eyes and didn't comment.
He mostly comes in in the evenings when we're not there. It's not a mess every time he comes in, but it's repeatedly and it's often a big mess. He's not the only member who's ever made a mess like this, but he's the only one who does it over and over.
Now, we vacuum and mop this place and clean the equipment EVERY day, whether it looks like it needs it or not. So cleaning up after the guy isn't really the point. The problem is how it impacts other members. This is a gym - people roll around on the floor, plus just no one wants to see dirt all over the place. There have been comments. The floor is black gym matting.
So, what do I say to this guy? Do I wait until he comes in muddy and I catch him red-handed (mud-footed)? Do I call him on the phone? Do I ignore the situation? I know I need to be polite, but what if he doesn't change his ways after I've spoken to him about it?
Not that it would change my course of action, but it's a point of interest that this guy is middle-aged and an orthopedic surgeon by trade.