Revenue & Bonus
What board do we review every morning to measure the retreat's growth?
What is : The Revenue Board
What should every guest interaction focus on instead of simply processing a transaction?
What is Hospitality
What is the goal of a membership presentation?
To educate the guest on the best option
What should you ask instead of "What kind of massage would you like?"
"What brings you in today?" or "What were you hoping to accomplish?"
How many times per day should suspension calls be made?
3
Name three areas tracked on the Revenue Board.
What is - Any options
Instead of asking "Would you like to add anything today?" what should we ask?
What is - areas of focus
What question should you ask after presenting the wellness program?
"Would you be more interested in the Pay in Full option or the Monthly option?" AND PAUSE
Name four pieces of profile information that should always be verified.
What should you do if TPC has no availability?
Book at another location
What increases your bonus?
What is incremental revenue or what YOU contributed to overall rev
Name three things every checkout should include.
Any three:
Name the four Membership Fundamentals.
Name three policies that should be explained during every phone booking.
Members who go longer than how many days without using their membership are much more likely to cancel?
90 days
True or False: Laundry and opening duties are considered our "Big Rocks."
False
If a guest had a poor experience, what should you do before discussing products or memberships?
Address their experience first.
When should the Trial membership be introduced?
Only after addressing concerns—not as the first option.
What is the goal of check-in?
Educate the guest before their service begins.
What should always be discussed first when a guest asks for non-member pricing?
Membership
According to our training, what mindset should we use instead of "managing with emotion?"
Manage with data.
During lobby interactions, name four conversation opportunities.
Instead of asking "Do you have any questions?" what should you ask after someone declines?
"Is there anything in particular that's holding you back?"
Why do appointment notes matter?
They help personalize recommendations for therapists, elevations, memberships, products, and future visits.
Which daily responsibility helps prevent cancellations before they happen?
Member outreach