De-Escalation
The “Opponent” stands in the way of the client. The other role stands next to the client, guiding and encouraging.
What is the Coach?
This value celebrates and values our diversity, and our shared goals with ownership, support, and trust.
What is TEAM?
Service is the the technical delivery of a product or service. This is the FEELING of that transaction.
What is Hospitality?
Hospitality in Action. “Hospitality is present when something happens ___ you, not ___ you.”
What is for you, not to you?
These come in multiple sizes (large, medium,
small) and also have additional letters and emojis.
This feeling often comes from personal triggers or ego, but should be avoided when handling conflict.
What is the need to defend?
This value is how we are committed to learning,
improving, and evolving.
What is INNOVATION?
Barry’s isn’t in the fitness business as much as we are in the ______ business.
What is COMMUNITY business?
Asking clients about personal circumstances is part of finding this.
What is finding the “YES”?
These are two tools used by studio teams to check milestones.
What is the Heather App and MarianaTek?
This “E” means managing your emotions while understanding others’ emotions.
What is Emotional Intelligence?
This value is how we speak, live, and fearlessly
pursue the truth.
What is HONESTY?
This is the strategy used when a client first enters the studio.
What is the 15/5 rule?
Within 15 feet of an approaching client, make eye contact and engage with a smile. You can also offer a wave or a welcoming gesture to help identify yourself. Within 5 feet of an approaching client, engage with a verbal greeting.
When a client moves to a new Barry's studio, staff should do this to help maintain their relationship with Barry’s.
What is connect them with the local studio team?
What is the ACADEMY?
The “T” in L.I.F.T. is about using this kind of voice.
What is Talk in a calm, clear voice?
This value is the pride in our work and our tenacity in
our pursuit of growth and value for ourselves,
our communities, and our business.
What is WORK HARD?
This is the assumption made by most first timers regarding Barry's.
What is intimidation and fear?
Always do this step after granting an extension.
What is add a note to the client’s account?
This is given to every client to celebrate a birthday, life event, milestone and MORE.
What is a Handwritten Note?
If L.I.F.T. doesn’t work, the next step is this.
What is asking the client to leave (with manager involvement)?
This is how we face challenges with
optimisim, and strive to remove fear from our
thinking and actions.
What is COURAGE?
This is the feeling is a feeling a client should get when we go above and beyond the expectations of the job for the sake of the client's experience.
What is the WOW?
All class packages and memberships are this type of purchase.
What is non-refundable?
This virtual gift is given on a client's 1500th class.
What is a $250 gift card?