Performer Brand
Name 3 parts of being 'on performer brand' while working at Life Time
•Appropriate uniform & nametag
•Clean, pressed & like-new
•Groomed
•Posture
•Communication
•Smile!
Describe 1-2 ways you can show KNOW and SERVE while at work at Life Time
Greet and welcome
Know members
Look to serve and assist
Show appreciation
True or False: Keeping the club clean, picking things up, keeping the club 'like new' is ONLY Operation TMs responsibility.
False - ONE TEAM!
True or False: At Life Time we aim to deliver WOW 100% of the time to our Members and Team Members.
True!
What is the platinum rule?
“Do unto others as you would have them do unto you”
What are the 3 V's of Communication
Verbal, Visual, Voice
True or False: If someone has a question or needs help about/with something that is outside your department you should assist them if you know the answer/how to help and if you don't you should find someone from that respective department and hand the member off to this person
True
You're walking through the fitness floor and see a few weights on the floor instead of on the rack - what should you do?
Rerack them (if you can lift them) if they are too heavy ask for help but don't leave them.
•Makes them say “WOW”
•Extra Value
•Surprised and delighted
•Feeling impressed with above and beyond service
What are the 4 parts of Serving like a Champion - The Life Time Way?
Performer Brand
Know and Serve
Keep it Like New
Deliver WOW
True or False - Your Name Tag can be worn on either side of your uniform, as long as it's on this is considered style guide!
False (What side should it be worn on)
True or False: You're walking through the Life Cafe and there are a few tables that have the chairs out & a few straw wrappers on the floor - you should go get a Life Cafe TM to clean them up?
False -What should you do?
No - What would you do?
Recite the Life Time Mission Statement
Our Mission is to provide an entertaining, educational, friendly and inviting, functional and innovative, experience of uncompromising quality that meets the health and fitness needs of the entire family.
Verbal & Visual is HOW you say something, verbal is WHAT you say.
If you are assisting a member with something in the club - once they ask you for help, what is the first question you should ask them?
What's your name?
You're walking through the hallway and see a towel on the floor - what should you do and where should you take it?
Pick it up and put it in the towel bin.
What does ICAN stand for?
Identify the concern
Show you care
Assist completely
Notify someone
SMELL, SIGHT, SOUND, TASTE, TOUCH - What is the 6th Sensory experience?
ENERGY!
There are 3 members waiting to check in at the Front Desk. 2 Team Members are at the desk one Team Member is filling out a Customer Service form for a member who is no longer there and the other Team Member is watching her fill it out as a learning experience. It takes 2 minutes for them to identify the members waiting to check in. One of the TM held out the scanner while continuing to fill out the form & the members walked through. What went wrong in this situation?
The TM should have been attentive & identified the members once they walked through the elevator door. Because what they were doing was not with a current member they should have stopped what they were doing and greeted the members by name with a smile then once no members were present, continued what they were doing.
True or False: You see a child who is 6 years old on the Fitness Floor working out (11 years old is the age we allow on our fitness floor), in order to give the best experience we should allow this child to keep working out. The parents must be near by and we don't want to disrupt the workout.
False. What should we do?
What does PPCC stand for?
Pick Up
Push In
Clean Up
Close what is open
What does A.I.M. stand for in AIM high?
Anticipate customer needs
Impress by going 1 or 2 steps further
Make their day!
Create
Impact
Invest
Grow
Become