Customer Service
FORD
Family
Occupation
Recreation
Dreams
Who's the Kids Club manager?
Kayla Owens
What is HIST?
High Intensity Strength Training
What greeting do you use when answering the phones?
“Thank you for calling Gainesville Health and Fitness, this is *your name*, how may I direct your call?”
What are the 4 common rules of OSHA?
1.safety first
2.Use common sense
3.never mix chemicals
4.everything needs a label
What is PALM?
Proactively Approach everyone
Ask Questions and Dig Deeper
Listen and Learn to build rapport
Maintain Eye contact
Who's the house keeping manager?
Jewelian Melvin
What is FITT?
Frequency Intensity Time Type
What is the question you ask when determining an
Info Call? (potential sale)
Are you currently a member?
What are the 5 C’s of CA-MRSA?
1: Crowding
2: Contact (skin to skin contact)
3: Compromised skin (cuts, abrasions)
4: Contaminated surfaces and items
5: Lack of Cleanliness
What is perception is reality?
Tom Peters, international business consultant, has said that, "Perception is all there is. There is no reality. There is only perceived reality." What is perceived by a customer is reality to that customer. If a member perceives the locker rooms to be dirty, then the locker rooms are dirty to that member. We must understand this concept as we listen to the comments and concerns of our members and take immediate action to respond to them.
Who's the j-Bar manager?
Adam Brandel
What is MMF?
Momentary muscle failure, The point at which the resistance can no longer be moved with the proper form through the full range of motion.
What would you do if a member wants to Check-in with their last name?
Send them to Member Services
What are the 8 steps of HAZMAT?
1. Gloves
2. Paper towels
3. Trash bags
4. Spic and span (for soft surface)/Bleach (hard surface)
5. Signage to block off area
6. Double bag items
7. Toss everything trash
8. Wash hands
What is SDS and where is it located?
Main?
Tioga?
WC?
Main: Safety Data Sheet, located at Jewelians Desk, Main HK closet, & S Drive
Tioga: Anns desk, HK closet, S Drive
WC:Laurens office and S Drive
Name a fitness counselor
Joan, Debra, Karen, Rhonda, Tom, Marylin, Jan, Jerry
What are the four aspects of proper form?
What are the different pop-up colors and what do they mean?
Red: Up for renewal
Purple: Balance owed
Blue: P’Ld
Green: Frozen
If you find an unlabeled bottle, what should you do?
Empty
Label
Fill
What is the Emotional Bank Account?
And what is a moment of truth?
Michael LeBoeuf writes that every individual stores the effects of each "moment of truth." A DEPOSIT is made when we help an individual feel good about him/her. WITHDRAWAL is made when we fail to fulfill the needs or desires of that same individual. Emotional bank accounts require continual "deposits" to keep a positive balance. Make every effort to make each "moment of truth" a "deposit" in the account of each customer.
After every interaction a member has with any aspect of our organization, whether in person, by telephone, through literature, or even contact with the physical facility, the individual will either feel better, the same, or worse.
Who's the owner?
Joe Ciruli
What are the 6 aspects of pushing and spotting?
Voice control, give visual goals, eye contact, always keep it positive, push/spot more than one person at a time, Never perform forced negatives
How would you send someone to voicemail?
Press double phones → dial 1, dial the extension then press green phone.
Define SWEEP UP.
Sanitize all surfaces
Wash hands
Enforce pool rules
Educate members on gym etiquette
Personal items personal (don’t touch members items unless taking to loss and found)
Utilize hand sanitizer
Procedures for hazmat