MBO
4 of these are given when a client buys a membership
guest passes
Bailey cannot figure out how to login there seems to be a problem with her account. What are the steps you would take?
1. Merge accounts?
2. reset password
A client calls and asks what they need to bring for their first class. what do you tell them?
Water, mat, towel
We also have all three to rent/sell
Someone walks in the door. What are the first three things you do?
1. Welcome them to the space
2. Read the room, are they clearly here for class do they know where they are going? Ask if they have been here before.
3. If they're new give a tour, explain that we have 2 locations.
4. Give them a feel for our class schedule, make sure they leave with a schedule or folder.
You finish checking in class and see they someone is about to end their Explorer Pass. How do you approach them after class?
Catch them after class, ask them how they have beeb enjoying their time. What classes have they been taking?
Explain the membership model, and go over perks.
Cindi comes in wanting to use her birthday class, what are the questions and steps to complete the task?
1. Member?
2. If so, buy for another client, if not buy for Cindi
How would you reset a clients' password?
1. go into their profile
2. select contact
3. Select edit, change password
A client comes in and asks about our Explorer Pass. What key points do you give?
3 weeks for $30 of unlimited yoga
A discounted membership off is emailed in the middle of the pass.
A student walks out of the Hot room clearly distraught. How do you respond?
Is everything ok, do you need water? Are you enjoying class?
Susie is on the Explorer Pass and has only taken hot classes. You know this by her visits , how would you suggest different classes?
Catch her after class and explain the benefit of non-hot. See what she could personally benefit from in a non-hot style class.
Melissa wants to enroll in the membership, what are the steps of completing this request?
1. fill out membership pad, is Melissa a senior?
2. explain the 3 month minimum commitment
3. make sure the card they are paying with is the card they would like to use every month
4. explain perks
How do you find and merge accounts?
1. type in name
2. manager tools
3. merge accounts
A client says they have been charged incorrectly, they are clearly frazzled. How do you handle their reaction?
Always recognize their feelings and look into their account. Kill them with kindness. If something is clearly wrong, explain that a manager will reach out. End on a positive note.
A student comes in for class, yoga mat in hand. They sign in with the Ipad, but linger for a little while. What would be the best response?
It is very busy on a Monday night. There is a line of people waiting for both the iPad and to chat with the front desk person on duty.
How do you mange the space?
Greet every person who walks in, even if you have a complicated account issue ahead of you.
Look up and engage with clients, evern if it is just a smile or a "I will be right with you"
Direct people to the iPad, if they have already signed in they can use that or add themseleves to class.
Direct the flow of traffic, keep your ear tuned to what people are saying. Direct people to the rooms they need to be in fr class.
George is interested in an explorer pass, you explain the pass and he enrolls. You explain the auto email system.
He then comes in after his 3 weeks and would like to enroll in a membership. What are the steps for enrollment?
1. How old is George, he can get the senior rate of just the discounted rate
2. Have him fill out the sheet, explain perks and charge card
1. 4 guest passes
2. unlimited yoga
3. discounted Saturday kids classes
4. discounted aerial classes (coming Fall 2018)
5. 10% discount on retail
6. 10% discount on internal workshops
Frank comes in at 12:38 for a 12:30 class. He is sweating and clearly has been running from his car. What do you do?
Judgement call. You can do one of two things:
1. Explain that they are too late and it will be disruptive to the class if he enters the room
2. Allow him to take class but make it clear that this shouldn't be happening consistently or ever for that matter.
A client calls and asks what the best class for a beginner would be. You respond?
Follow up questions: What are you looking for? Have you ever done yoga before?
Get a feel for their needs.
Yoga Essentials, Therapeutic, Hot Core Power, Gentle Vinyasa, Pilates, Barre, Yoga Strength, Restorative, Yin, and specialty classes
There are 3 classes checking in at once. Everyone who walks in seems to know where they're going. How do you direct traffic and manage the space?
maybe stand in front of the space and direct traffic. Greet each client and ask them what class they're here for.
Michelle is a member, she has a friend in town that she wants to bring to class. What would you suggest her to do?
Use a guest pass/buy a drop-in.
Hannah wants to put money on her account to use at her own leisure for retail/water. How would go about doing that?
1. retail screen
2. payments/gift cards
3. account credit at $100
4. enter amount she would like to enter
5. make sure the credit and price column match
6. charge client
Hot Vinyasa is schedule to begin at 6pm, it is 6pm on the dot and the teacher has not arrived. Clients are beginning to get antsy. How do you handle the clients, and the teacher being late?
Call the teacher immediately. Look up their phone in MBO. If they answer and are running a few minutes late go into the room and explain that to the class.
If the teacher doesn't answer: call Taylor/Ashley. Go into the room and explain that we are working on the problem.
If it gets to 10 min past 6pm, buy each student a free class. If they are a member they ca give that free class to a friend.
A client walks in and wants to know about our classes. They are a senior. They would like to begin the explorer pass and need to know what classes to take.
They tell you they would like to try non-hot classes. You respond by?
Whipping out a schedule and highlighting some classes that might fit their needs. Talking about time and what they're looking for.
Gabby wants to bring her child to a kids series. She asks what the process is and how she would go about doing that.
Can her daughter drop-in to the series at any point?
You respond?
1. entire the child's info into the system
2. create a relationship between parent and child/give child the parent's info
3. enroll child into correct series based on age
4. No drop-ins during the series only the very first class to see if it is a good fit.