BC%
Black Card % measures this.
What is the amount of black card members vs. non-black card members?
This is done every 15-20 minutes.
What is Walkaround?
We do not allow members to come in without this.
hint: dress code
What is a shirt?
This is placed any time we mop.
What is a wet floor sign?
This is done whenever a member/prospect walks in.
What is a greeting?
This is the MINIMUM percentage we should be at for BC%
What is 65%?
This is checked during walkarounds.
What is Vyrex bottle, paper towels, full trash bins, and policy violations?
List three things we look for (policy) when doing walkarounds
-Bags on gym floor
-Closed to shoe
-On the phone
-Music on speaker
-Jeans
-more than 2 people per machine
We use this when we mop big areas to make sure members do not fall or get the area dirty.
What is Air Drier/Fan?
This is done every time someone calls our club.
Full info call script
The biggest way to get a member to pick BC over Classic.
What is a full tour and rate presentation that follows the script?
The stretching room is vacuumed this many times per day.
What is every time there are no members using it?
Without this we cannot let people in the gym.
Hint: Part of Red Screens.
What is a photo?
A member mentions a leak from the ceiling what do we do?
We do this when someone asks to cancel their membership.
What is asking the reason why and highlighting the benefits they currently have?
After a tour and rate presentation a member decides on a classic with $49 enrollment plus prorate. BC % is down and you opened 2 classics earlier that day. How can you convince the prospect to pick BC instead? What is the current promotion and the deadline?
-Highlight the benefits the BC has that they showed interest in.
-Explain the enrollment fee of the classic is worth almost 2-3 months of the BC. We don't do contracts
- $1 down on BC + Prorate ends July 10th
This is done a minimum of 2 times per day in two different rooms. A list is mandatory.
What is bathroom detail for men's and women's locker rooms using bathroom checklist
The minimum age required to join gym. The minimum age required to enter without parent and with a waiver.
A 17 year old BC member brings a 16 year old guest. is this okay? Why?
-13 to enter
-15 with waiver
-No, minors can ONLY bring in parents/guardians. No friends or siblings.
You see a HSSP member running on a treadmill at max speed surrounded by 3 friends laughing and yelling. They suddenly try turning and jumping. What do you do?
-Inform them of the dangers of going at max speed on a treadmill.
- Enforce policy of 2 people per machine max.
- Enforce policy regarding yelling.
- Explain that failure to comply with policy can lead to involuntary cancellation of membership
You see a member that comes in every day but you have never talked to them. What can you do to build rapport/relationship with that member and turn them into a "Raving Fan"?
Acknowledge their progress at the gym. Let them know you noticed they are coming in daily. Celebrate their success! Ask how their visits at the gym are and if anything needs improvement.
A classic member comes in everyday and seems enthusiastic to see you every time. In order to provide the BEST customer service possible AND raise our black card percentage, what do you do?
-Offer them the BC with ZERO upgrade fees.
- Ask if they would like to check out the black card. Give a demo.
-Highlight the benefits of the BC and any special promotions. (Rate Presentation)
This area requires a dry rag with no vyrex. This area requires vyrex with a wet rag
What is anything purple on our machines? (Wet rags can leave their residue)
What is all black areas of our machines? ( we have to disinfect and cleanany surface that members use frequently)
Two teens want to sign up for HSSP. They are both 14. You tell them no because they need their parents present and give them the option to do it online. They sit down on the tables and create an account without the parent present and go to check in 5 minutes later. Are they allowed in? Why?
No, their parents did not sign the waiver form. We are not held liable for injuries and do not allow minors without proper authorization from legal guardians. You must let them know they cannot enter our facility until their parents sign the waiver forms. In addition, they are committing fraud by using another person's name and signature for their benefit.
A member is doing squats on the smith machine and suddenly falls and can't get up. After several failed attempts he can't get up and you find him laying on the floor. What do you do?
- Check the surrounding area to make sure it is safe.
- Ask member if they are okay and gather information.
-Ask if assistance is needed or ambulance called. Use first aid kit if needed.
-Immediately inform management.
- Once situation is dealt with immediately do an incident report. (sent to Jillian cc Jordanand Alex
A member complains about another member intimidating them and taking multiple machines for themselves (super set). What do you do?
-Acknowledge the members complaint and let them know you will address the issue immediately.
- Address the issue with the member that is breaking policy. Let them know PF does not allow super setting or intimidation of any kind. That behavior has to end immediately, or membership can be canceled.