Osteo
How much suspension is allowed for Osteo memberships?
2 weeks
A member complains that recently the HIIT class has been full but never booked out so that when they show up they get turned away. Who can we raise this to?
Simone & Gyles
I'm supposed to have 2 make-up products, can you add them back?
No we can not
You can contact swimschool if you believe you should have them
What is something CSOs must tell new members to bring with them every visit
A towel
How long is one credit in pgm
15 minutes
Can you book my osteo-fit class next week and the week after on the wednesdays 9:30
no
A member mentions the treadmill is not starting, who can we radio first?
1. Gym floor
2. Gyles & Simone if here
3. DM if needed
How long should a card block be enforced?
2 weeks
What is the benefit for members joining salary sacrifice?
- No rejected fees
- Lowers taxable income
A member would like to begin regular invoiced bookings. Who should you forward the enquiry to?
Bookings@unswfac.com.au
How many days a week do we offer better strength?
NONE!!
Better strength is now Osteo-Strong
A member wants to add their swim lessons to their salary sacrifice, but there is no option in pgm to add it to their profile
A members claims they did not know about the rejection fee and is visibly upset. How would you respond?
- “I understand the fee is frustrating. The $10 rejection fee is automatically applied when a payment is declined, and it’s part of the membership agreement.”
- “The rejection fee is standard for declined payments and applies automatically to all accounts. We’re not able to remove it, but we can help make sure future payments go through smoothly.”
Name 3 essential policies to communicate to new members (there are more than 3 but just name 3)
- Cancellation policy
- Rejection fee
- How direct debit/roll over membership works
How much is the equipment damage fee?
$50
I'm on fitness passport, but I would like to do the osteo fit classes. Is it included in my membership? What options do I have?
buy membership
- 10 pack
- Osteo membership
Reception is suddenly slammed and there is only 1 CSO working, who can you call for back up?
- DM
- Shrutika
Member would like to suspend membership for 3 months but does not have enough suspension left. They havenot provided a medical certificate either. How would you respond?
- Inform them of maximum suspension allowed (12 weeks)
- Let them know we can suspend for the remaining suspension they have left
- Offer the medical suspension and to email info@unswfac.com.au with medical certificate
- Let them know a suspension this long will not be processed unless documentation is submitted.
- Emphasise that the membership will remain active until they confirm their decision
What is the T22026 promotion?
Upfront THRIVE memberships discounted %10
Expires June 30th
New/returning members, no code needed
My booking is tomorrow but I need to cancel, can you refund me?
No refund and we can not offer credit as it is less than 24 hours away
What's the difference between osteo-fit and osteo-strong
Osteo-fit: Upstairs in sky studio, free weights, focus on balance and functional movements
Osteo-strong: Downstairs on gym floor, machines, focus on strength
A parent calls to rebook a make-up token that they cancelled
No escalation
A member was away and 10 pass expired. They want an extension - what is an appropriate response
We don't offer extentions, but I can help you get started with a new 10 pass or membership
What membership type gets 10 weeks of free suspension instead of 8?
Accomodation memberships
What is the least amount of notice I can give when cancelling my booking to still receive credit?
72 hours for full credit
48 hours credit at discretion