Customer Care
This is the correct response when a customer forgets our 30-day notice cancellation policy and insists on an immediate subscription termination.
What is the response, remind the client that it was in the contract they signed to begin their subscription and that they were told by the therapist. If they refuse, escalate to a manager or Bonnie.
This is how often the bathroom should be cleaned.
What occurs daily?
The client claims they are strongly against signing up for a membership with renewing charges since they don’t want to "lose out" if they don’t use them each month.
What is selling a package?
What is clocking in and out?
Have a friend come in for an intro and join StretchMed® to receive a free stretch.
This is the referral program.
This is the person you direct the customer to when they want their money back more than 30 days after they signed up for a subscription.
Who is the manager or Bonnie?
These are the steps when closing the studio for the evening.
What is bringing in the A-frame and balloons? Put the computer, iPad, and hypervolts in their chargers and away. Check and reply to the messages. Leave the blinds up. Turn off music and all lights except one. Lock the door.
The client enjoyed the stretch immensely and is interested in signing up for a 4X 50-Minute Stretch Monthly subscription but, at the last minute, states that they need to go home and talk to their spouse.
This is where you unsubscribe someone from receiving text messages.
These are two required steps the customer must take in order to begin their membership.
What is provide a credit card and agree to the terms and conditions
This is something you ask of a customer who has been coming for a few weeks and has positive feedback on the studio.
What is a Google Review?
This is the sequence of events when cleaning the studios, excluding the bathroom.
What is wiping down all surfaces and stretch tables? What is dry mopping (or sweeping) the floors? What is wet mopping the floors? What is vacuuming the rugs? What is taking out the trash?
The client claims they are too busy to be able to complete the sessions each month.
What is the response, enhance your quality of life and enjoy pain-free activities. We're open seven days a week with flexible hours. Lock in a convenient weekly slot and choose any uniformly trained therapist. With four locations and an easy-to-use app or website, scheduling is easy and hassle-free.
This is the name of the process when a client wishes to downgrade or upgrade (NEW).
What is a transfer?
These four questions will help you get a better idea of a client's regular movement patterns.
“What do you do for work? What do you do for fitness? What do you do in your downtime? Do you have any kids or family in the area?”
What is breathing?
These are the three most important things you can do when there are 30 minutes before your next stretch.(In order for importance)
What is checking the messages, calling the leads and cleaning the studio?
The client loved their intro stretch and is very serious about signing up to achieve their goals but cannot afford the membership the therapist recommended.
What is the response to offering the 25-minute stretch membership, offering 10% off for seniors, servicemen, or the military? What is called Bonnie after the intro to discuss any possibilities?
This is how you send a customer a receipt.
These are the terms and conditions that clients must agree to when they sign up for a membership.
What is auto-renews monthly, 3-month minimum without cancelling, 30-day notice to cancel, 12-hour notice to reschedule, monthly credits valid for 30 days, the studio may reassign a therapist.
This is what therapists do when a customer walks into the studio, even if the therapist is in a stretch.
What is welcoming the customer in and greeting them by name?
This is the mission of StretchMed® Studios.
What is to help 1 million people eliminate chronic pain, improve mobility, rejuvenate, and move well in 1000 locations?
The client completes the intro stretch and when they get to the table, they say that they need to go home and see how they feel.
What is the response - the way you feel now is the way you will feel tomorrow. It takes 6-8 weeks to make lasting changes to your muscles. I will call you tomorrow and check-in; what is a good time?
What is adding the client as a customer to the other studio?
These are the 5 steps the therapist takes before they begin their intro stretch.
What are the following steps:
Check for intake
Cheery greeting
Intake
Reintroduction
Stretch Explanation