Customer Service
How quickly should we greet a member who enters?
Within 5 seconds / immediately
How much notice do members need to give to cancel?
If they are in-obligation members need to give 30 days' notice
What does everyone have to do to enter the club, every time?
Check in. Make sure system captures entry
What is the Equinox app called?
EQX+
What do we do with ALL lost and found items?
Log them on iPad and store in cabinet
What does in obligation and out of obligation mean?
With in obligation is with in their first 12 months period. Out of obligation is when they have met 12 months membership.
If someone calls the front desk, what should we determine first?
Are they a member of Equinox?
Where does a member look to find how many guest passes or gift cards they have?
In the EQX+ app under the three dots click and you see all of the above
A member wants to change their card on file?
Best way is to show them through the app and we can assist by having them fill out EFT
What is feedback and how do we use it?
member communications - concern, questions, billing issues, whenever manager is unavailable
If a caller is not a member, how do you direct their call?
Gather as much information and try to transfer to next MA
Does the app have a FAQ section? If so, where is it?
In the EQX+ app, under membership + billing
A member wants to freeze. How do we assist them?
Assist with freeze link if they are eligible. Otherwise submit feedback.
A long time member is upset about dues increasing, what should you do in this situation?
Actively listen, empathize, and connect with a MA or put in a feedback
What do you do if a members account is flagged red and says cancelled or suspended upon check in?
Politely explain, verify their information, and explain they may not enter today but they can connect with a MA/Manager to resolve issue. Otherwise leave feedback.
Where can a member change their card on file, rather than filling out an EFT?
In the app under Membership and billing
A member calls in saying they left behind a pink apple watch and you see that something is logged into Lost as Found as such, what do you say to the member?
"It looks like an item matching that description has been turned in. You must visually confirm and claim your item in person at the front desk. Thank you."
What are the three types of freezes, what are their price and requirements?
regular- $50 for 15 days, $100 a month
medical - $0/ doctor letterhead note
pregnancy- $0/ no note
An approved guest is checking in at front desk, what is required and what else can you offer?
Government issued ID with photo current and not expired. A tour or explanation of the club.Anything else you can assist with.
A member wants to see slots for a Spa massage of 50 mins? How can they do that on their app?
EQX+ app - SPA -santa monica- follow promts
or assist if app is not working by booking for them on our lap top