Planet Fitness Policies
What discount do employees receive for cooler drinks?
50% off excluding protein
What right does a new member have within the first 3 business days of joining?
They may cancel their membership for a full refund of all initial fees.
What is a detractor score?
0-6
True or False. Handmade signs are allowed in the club
False
Who must ring up drink purchases?
A leader or another employee.
What is a Raving Fan?
A member who is impressed with their member experience and cannot stop talking about it.
Before Lost&Found check what must member do?
Describe item.
What is the number for the PF Crisis hotline?A. 1-800-PFPROS1 B.1-877-315-1883 C.1-888-999-1992
B. 1-877-315-1883
Max adjustment without approval?
$25
A member may transfer from their home club to another club after ____ months of membership.
3
What is the 10-5 rule?
Within 10 feet:
Make eye contact and give a friendly smile to the member.
Within 5 feet:
Give a verbal greeting — “Hi, welcome in!” or “How’s it going?”
What must you use for vomit cleanup?
Biohazard kit.
Max refund without approval?
$50
What tool must be used to validate a member visiting from a different country?
The Member Lookup Utility Tool.
What are Planet Fitness Core values?
Passion, Transparency, Integrity, Respect, Excellence ,all while having fun.
If a member of the media contacts the club regarding a crisis incident, you should refer them to:
PFHQ Public Relations team, press@pfhq.com
Why can’t staff fill out tanning waivers?
Legal + PF Policy Liability
True or False. A financial cosigner has the right to cancel the membership and their financial liability, without the written consent of the member.
True
When a member complaint comes in, team members should respond using this three step process.
Listen
Empathize
Resolve
When a urinal goes out, what steps do you take?
Let DM know and ask for approval to call BIRK. Create UFX ticket and follow up.