What is Every member is personally greeted by name when they arrive at the club
100
This is the KPI for Billing Saves
What is 30% of the members on your "Members with billing problems list"
100
This is your KPI for Pending Cancels
What is 20% of the members on your pending cancels list
100
This is the KPI for Reinstates
What is 5 members a month
100
You fill this in every day at the club when you work and scan it to your OD
What is the DAS/DAP
200
Essential #7
What is Our staff wears uniforms and is proud to represent our brand through a professional appearance.
200
These are the members a CSM should call first from their list
What are the members who have checked into the club most recently.
200
These are the tools we have to use and offer to a member to help convince them to stay with us
What is Free Month for a Member, Free month for a Friend, Free PFW, Free PT Session, Membership Transfer, Membership Upgrade, Membership Downgrade
200
This is how long a member is eligible to be reinstated before they must be sold a new contract
What is 60 days after cancel
200
This is the time when the CSM must work welcome desk
What is 5-6:30pm Monday through Thursday
300
Essential #3
What is Maintenance issues that are visible to the member are dealt with quickly: if its visible its urgent. "No Chipped Paint, all the horses jump."
300
The two things that a CSM must do to immediately at the start of the month with the members on the billing problems list
What are Remove the ability to charge to account and update their picture to say "See Manager"
300
These are the 4 steps you must take to structure a save conversation
What are Build Rapport, Isolate, Empathize, Overcome/Save
300
This is the average value of a member to a club in $
What is $70 a month
300
This is the KPI for Member Interactions per day
What are 5 member interactions
400
Essential #9
What is When we deal with a member that wishes to cancel we remind them of the benefits of a healthy lifestyle. If the member still wishes to cancel, they leave with a good impression.
400
The difference between a hard decline and a soft decline
What is one has been attempted once and one has been attempted 3 times to be charged
400
This form is used for all members wishing to cancel at the club
What is the Member Cancel Inquiry Form
400
True or False - it is cheaper to sign a new member up than it is to reinstate a member.
What is False - it is 10x more costly to find a new member than it is to reinstate or keep an existing one.
400
This is Why we use a DAP/DAS every day
What is to help keep each of us on task and organize our day so that we can be productive and efficient. Also so that we can have the ability to coach the areas that we are struggling in and overcome obstacles.
500
Essential #2
What is Cleanliness is of paramount importance. Everyone in the club is responsible for keeping the club "Hospital Clean."
500
Essential #8
What is We strive to resolve members concerns at the first point of contact from a member.
500
This is the number one reason why members choose to cancel