Policies
How old must you be to tan?
18+
PE @ PF stands for?
What is "Physical Education at Planet Fitness"
What are the four main questions that you should ask during a tour?
what are your fitness goals?
do you plan to bring a workout partner?
do you travel?
are you interested in tanning?
What does it mean to deliver +1%?
Going that little extra above the expectation of customer service with our members. That's how we will be the best!
How often should floor checks be done?
every 20-30 minutes
What age can you sign up for a membership?
13+, all minors must be with someone in the club who is 18+ to sign them up.
What does "JFZ" Stand for?
Judgement free zone
What should you always do before taking someone on a tour?
Have them fill out the DGR on the tablet!
What is a "Raving Fans?"
big advocate for your business. They’re more than a customer and are highly engaged with everything your brand does.
Age requirement for HSSP
14-19
As you're out on the floor, you notice a few members with bags and/or jackets? What is the right way to approach this?
Introduce yourself if you haven't met already. Pull him to the side so the conversation isn't happening in front of other staff or members. Apologize that he may not have been informed about our policy. Inform him of said rules. Ask if the member has a lock so they can utilize any one of our free lockers or if they could put said item in their car, if they cannot do either option you can offer to hold their belongings at the front desk just for today. The key is to give the member options and keep the conversation as friendly as possible. After the conversation, put a note on the member's account that he has been informed.
What is the full description of the JFZ?
We don't cater to body builders or power lifters. We focus more on general fitness. Most of our members are first time gym users, so we like to offer a comfortable, non-intimidating atmosphere!
When is it acceptable to go "straight to the rates?" during an info call
NEVER! You always start the info call correctly. You always take a member on a tour of the facility. If the caller or guest cuts you off and asks again specifically for the rates, at that point you can give membership breakdown and rate information.
Which of our competitors offer a guaranteed, comfortable, non-intimidating environment for their members?
ABSOLUTELY NONE! We are totally unique with our JFZ. Remember, we cater to the 85% of the population who Doesn't know what they are doing in a Gym environment. Those who want to grunt and slam weights (the other 15%) have every other gym to go to. It's up to you to maintain our JFZ every day!!
When was the first message sent about our team meeting (on woven)?
4/17
Member cancellation procedures monthly and annually
Monthly - in person or via cancellation letter in the mail by the 10th to avoid their monthly payment
Annually - in person or via cancellation letter in the mail by the 25th of the previous month
Someone who stares at himself in the mirror, wears a tiny shirt, and holds big weights is a...
A LUNK!!!!
What do we do if someone signs up for the 10NR
We tell them they can upgrade at any time
Tell us about a time you received above and beyond the +1 customer service
Whatever answer best fits
The emoji asked to be used in response to Brittany's message yesterday.
A green heart
Re-Draft date for a monthly payment that reversed on the 17th
26th
What does RFC means? how do we handle this type of situation?
Returns for collections, this means we have tried to bill this member a bunch of times, but it is not going through, so the billing company sends them to collections. In order to stop charging them they must pay off their "debt" to us. If they wish to continue w/ the membership we must rewrite them.
What is our goal at the end of each and every tour?
To have them sign up for the blackcard! If they decide to go with 10NR that's fine to, just tell them upgrading is always an option as well
What does P.I.T.C.H stand for?
P - PE@PF
I - INFO CALLS
T- TOURS
C- CLEANING
H- HI'S AND BYE'S
What should be done on a floor check?
fill bottles, wipe down tops of trash cans, pick up trash, put weights away, talk to members, clean up in the locker rooms