FAQS/SCENARIOS

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WHY DO I NEED A CHECKING ACCOUNT TO SIGN UP?

-We bill through a checking account because it is the most secure form of billing for our gym and for you. Credit and debit cards are constantly being stolen, lost, replaced with new chip cards, so for security purposes we require checking as our primary billing because the numbers rarely change unless you close your account. This saves you from accruing excessive service fees in the case that any of these happen to your card. It is a $20 service fee every time your dues get kicked back and that can build up fast if you forget to update us with a new card.

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A PREVIOUS MANAGER/EMPLOYEE SAID HE/SHE WOULD… (FREEZE, CANCEL, WAIVE BALANCE, LET ME BRING IN AN EXTRA GUEST, ETC.) FOR ME.

-Apologize for the inconvenience, but unfortunately without proper documentation we would not be able to honor that promise. I will look into your account to see what we can do for you, as I would love to help you out any way I can.

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IT’S THE WEEKEND AND A MANAGER/ASSISTANT MANAGER IS NOT ON DUTY. A MEMBER WANTS TO SPEAK TO A MANAGER.

-Take a detailed message with full name, phone number and reason for inquiry. Make sure you put it in the designated area for “MANAGER MESSAGES”. DO NOT LEAVE ON A STICKY NOTE AND ON THE BACK COUNTER! Make sure the manager is made aware with an appropriate form of documentation.

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IT’S THE WEEKEND AND A MANAGER/ASSISTANT MANAGER IS NOT ON DUTY. AN EMERGENCY OCCURS: 

-First and foremost, make sure you and your members are safe. Contact a manager immediately. Create all necessary incident reports with as much detail as possible. Consult the “EMERGENCY PREPAREDNESS GUIDE”. 

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A MEMBER HAD SOMETHING STOLEN OUT OF HIS/HER LOCKER. IT WAS NOT LOCKED.

-Apologize for the inconvenience and create an incident report. Fill out the report completely and with as much detail as possible. Empathize with his/her situation, but also explain our locker policy in a polite manner and suggest placing a lock on the locker for future use. Contact the police if requested. Contact manager

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OVERNIGHT TEAM MEMBER IS ALONE. MEMBER INJURY/FAINT OR EMERGENCY IN GENERAL.

-Take cell phone and AED with you. Leave the front desk and check the situation. Call 9-1-1 if needed. Create an incident report and contact manager.

 

MEMBER WANTS A REFUND

-Investigate into the member’s profile to see if there are documents on file and check invoices for issues. Offer to freeze a membership if an error was done by the staff with approval from your management team. Show concern and attempt to remedy the problem. Take member’s number and name if the issue cannot be remedied in club and ensure member that a manager will be notified. Let the member know you will contact them about the issue and that a refund is not guaranteed. Make sure to take copies of all documents he/she may bring in. Regardless of the situation, refunds will only be given if charges that occurred within 60 days of the reported “error” as is stated in our membership agreement.

 

MEMBER INQUIRES ABOUT WHAT TYPE OF CLEANING SUPPLIES WE USE. 

-We use hospital grade cleaning supplies. If there is a concern, use the MSDS book to show them the ingredients of our cleaning supplies. Make sure to create an incident report if there was injury/illness resulting from the chemicals.

 

WHY DON’T YOU HAVE A SCALE?

-Apologize for the inconvenience but explain our WHY. We do not have a scale because it can be perceived as intimidating to others. Recommend local business where a scale can be purchased. Plus, the numbers on the scale often don’t show the actual health progress you’re making! It’s a lot to do with how you feel, how your clothes fit, etc. Bodyfat is more accurate.

 

WHY CAN’T YOU CHANGE THE TV STATIONS? MUSIC?

-The TV/RADIO stations are set as they are deemed the most appropriate stations for the gym environment. The stations have been deemed as the most neutral and least offensive for our members.

 

SAME GENDER STAFF: HOW DO I HANDLE A SITUATION IN AN OPPOSITE GENDER LOCKER ROOM? (I.E. EMERGENCY, INJURY, FIGHT, MEMBER COMPLAINT, WALK-THROUGH/CLEANING)

-Ask a member to assist in the process by going in first and alerting members of an opposite gender staff member coming in. Make sure to put a sign out alerting members and also have another staff member/member stand watch at the door. Make sure to go in with the AED and your cell phone in case of an emergency. Assess situation, call 9-1-1 as needed and create all necessary incident reports.

 

AN ORANGE CARD MEMBER BRINGS HIS/HER GUEST INTO THE CLASSROOM/HYDROMASSAGE ROOM WITH THEM.

-Explain it is a liability for guests to use the amenities as they have not signed all the appropriate paperwork. Only the member can use them. If the guest has never used the massage bed or chair, welcome them to use it once and you can talk to them about having their own Orange Card. Put a note on the member and guest’s account that this guest has tried the amenities and will not be allowed further trials without a Orange Card.

 

CAN I BRING MY SERVICE DOG INTO THE GYM?

-Yes, your service dog can be at the gym. State law prohibits exclusion of service dogs from the facility. It is unlawful to ask for paperwork on to support what kind of service dog it is or why a person has a service dog.

 

MEMBER WANTS TO DOWNGRADE, BUT REFUSES TO PAY ANY TYPE OF BUYOUT OR DOWNGRADE FEE.

-Apologize for the inconvenience and then explain the benefits of staying in the current membership. Also explain that the current enrollment fees for the present memberships are going to expire soon and that he/she can check back in then to see if the enrollment fees have changed. Explain that he/she would be entering into a new agreement, which can have a new commitment and buyout fee depending on the membership type or promotion. 

 

MEMBER CLAIMS HE/SHE CANCELLED MONTHS AGO. THERE ARE NO DOCUMENTS ON FILE.

-Apologize for the inconvenience, ask the member to explain how he/she cancelled. If they indeed cancelled in club and not on the phone, ask member to produce documentation and we would be more than happy to get their dues refunded. Since there is no documentation file, make sure to tell the member that he/she would still need to come in to cancel or send us a certified letter of cancellation.

 

MEMBER CLAIMS NO ONE TOLD HIM/HER ABOUT BUYOUT FEE

-Apologize for the misunderstanding and offer to print out his or her contract for him/her to look at. Also point out where the information is located and check to make sure he/she signed the section. Offer to take his/her name down so that a manager can contact them.

 

MEMBER CLAIMS NO ONE TOLD HIM/HER ABOUT ANNUAL FEE. HIS/HER ACCOUNT IS NOW OVERDRAFTED AND HE/SHE WANTS A REFUND.

-Apologize for the misunderstanding and offer to print out his or her contract for him/her to look at. Also point out where the information is located and check to make sure he/she signed the section. Offer to take his/her name down so that a manager can contact them. If they are persistent on cancelling due to the annual fee and are still in a commitment and responsible for the buyout, allow them to cancel if they pay the difference between their annual fee and the buyout fee. 

 

MEMBER IS VERY ARGUMENTATIVE AT THE FRONT DESK. HOW DO YOU DE-ESCALATE THE SITUATION?

-Introduce yourself with a smile or inform manager to do so., Ask the member if he/she would like to sit down at the silver tables to talk or to talk with the manager. Try to get the member away from the front desk as quickly as possible and genuinely ask what you can do for him/her. Listen to learn not to react. Listen and respond in an empathetic member, apologize for any inconvenience and reassure the member that you will personally take care of this for them. If a manager is not present, ask to get the member’s name and phone number so that a manager can contact him/her.

 

MEMBER BECOMES PHYSICALLY AGGRESSIVE TOWARDS STAFF WITH SELF OR BY THROWING OBJECTS. 

-Get away / Run away immediately if possible. Inform a manager and allow him/her to speak to the member. Call 9-1-1, cancel the person’s membership, call your GM, and create an incident report with as much detail as possible.

 

MEMBER HAS A BALANCE AND COMES IN TO WORKOUT. WHAT ARE YOUR BALANCE PROTOCOLS?

• 1 Payment balance- inform member, ask to take care of today and put a note on account if he/she cannot pay.

• 1 month balance w/note- inform member they must pay since they were already told on prior date, DENY ENTRY and add another note if they did not pay

• 2 month balance- inform member, tell him/her they must take care of that day in order to workout. DON’T GIVE AWAY THE HOUSE!

• RETURNED FOR COLLECTION- inform member of balance and if they agree to pay in full, reinstate membership- if the balance is extremely high and they don’t think they can pay, offer to accept a payment of  3month/3 service fees and reinstate (within 30 days of RFC date) or re-sign them up (after the 30 day reinstate period) WITH updated and valid billing.

 

MEMBER IS ABUSING EQUIPMENT

-Approach member apologize for interrupting his/her workout and introduce yourself. “I do not know if you know, but the manner you are using the equipment is unsafe/is harming to other members.” If you are unsure how to use it, I would be more than happy to show you, or I can personally sign you up to meet with our Personal trainer for a GAMEPLAN”

 

ORANGE CARD MEMBER GIVES HIS/HER SCAN CARD TO SOMEONE ELSE. HE/SHE TRY TO USE THE SCAN CARD TO WORKOUT. ALSO STATES THAT HE/SHE HAS DONE THIS BEFORE.

-I apologize that no one has told you about this before, but in order to use the gym you would either need your own membership or you can come with the member as an orange card guest. Since the member signed the agreement, he/she would be the only one that can use the gym due to liability.

 

MEMBER SLIPS & FALLS IN CLUB DUE TO A WET FLOOR.

• Attend to member needs. Ask if he/she is OK and if they need to have an ambulance called. Create an incident report and complete with as much detail as possible; area, photos, are there wet floors signs, extend of injuries, first aid administered, etc., clean up spill and put out a wet floor sign if there is not one already. Make sure to alert a manager and follow up later in the day to check on member.

 

A MEMBER’S AGREEMENT (PAID IN FULL) HAS EXPIRED. 

-tell the member he/she can renew their membership BEFORE it expires for $*** plus applicable taxes. If the membership is expired, they would be considered a “new” member and can rejoin for the current rates or may be offered a paid in full home club membership for $*** plus tac for 12 months plus 4 extra free months

 

A MEMBER HAS AN ALERT ON THEIR ACCOUNT. WHAT IS THE BEST WAY TO APPROACH A MEMBER: WITH A BALANCE, NEEDS EFT, NEEDS SECONDARY BILLING, NEEDS PHONE NUMBER/ADDRESS/PICTURE.

-Excuse me, sorry to interrupt your check in, but there seems to be something going on with your billing. Did your billing change or did you get a new card/account? Has anyone spoke to you about providing your checking info? We don’t currently have EFT/SB on file for you, but I would love to put that on for you today. If the member gives you a hard time, offer to give them a free water from the cooler for updating too checking today. We also just need a picture to complete your membership!

 

SOMEONE CALLS AND ASKS IF WE ARE WHEELCHAIR ACCESSIBLE

-Have you ever been a member before? How did you hear about us? Many of our locations are wheelchair accessible. We also have accessible showers, bathroom stalls, double opening front doors and a convenient front entrance ramp. **Go into the info call script if they’ve never been a member before** Explain that accessibility does vary from location to location, but I would love to investigate this for you. May I please have your name and phone number, so I can investigate this for you and give you a call back?

 

EMERGENCY OCCURS (MANAGER/ASSISTANT MANAGER IS PRESENT): Follow the Emergency Preparedness Guide

• FIRE- Evacuate the building-follow evacuation plan, call 9-1-1, call the manager, stay on the outside of the facility until fire department comes

• BURGLARY- Give intruders what they want and call the police when they leave. Call manager and create incident report! Cooperate fully with police.

• ARGUMENTATIVE/THREATENING MEMBER- Attempt to de-escalate the situation. If unsafe call the police! Make sure to fill out an incident report and inform manager!

• ALARM GOING OFF- Call manager!

• CLOSER DOES NOT HAVE KEY TO LOCK FACILITY/ISSUE WITH LOCKING THE DOOR- Call manager!

• POLICE NEED TO BE CALLED FOR ANY REASON- Call manager!

• MEMBER MAJOR INJURY/DEATH- AMBULANCE IS CALLED- Call manager

 

A MEMBER IS LISTENING TO MUSIC WITHOUT HEADPHONES ON THE EQUIPMENT.

• Approach the member, apologize for interrupting his/her workout. Explain to member that he/she would have to use the headphones to listen to music as it can be disturbing to other members. Suggest that we sell headphones and earbuds at the front desk if they had forgotten theirs. 

 

MEMBER COMES IN WITH A GUEST UNDER 13 AND WANTS HIM/HER TO SIT AT THE SILVER TABLES WHILE HE/SHE IS WORKING OUT.

• I apologize for the inconvenience, but no one under 13 is allowed in our facility. Our insurance does not cover anyone under this age and it is a liability if anything happened to him/her while he/she is here.

 

MEMBER COMPLAINT:

• LOCKER ROOM ISSUE: CONFRONTATION BY ANOTHER MEMBER, EXCESSIVE NUDENESS, FIGHTING, A MEMBER IS AGAINST HAVING ANOTHER MEMBER WHO IS TRANSGENDERED IN THE LOCKER ROOM WITH HIM/HER

  • Same gender staff should approach the member(s) involved in the confrontation or the fighting and see what the disagreement was about. Explain we cannot allow fighting. 

  • Excessive nudeness- “I’m sorry that it is making you “upset, uncomfortable, whatever words they use,” however, we do not have a dress code for the locker room. There are private stalls and changing rooms, and (if applicable) lockers out on the gym floor you to use.”

  • Transgender: Our members can use whichever locker room they are more comfortable using based on their sincerely held gender identity on their physical ID

• NOT CLEANING MACHINES AFTER USE

` Again, get on the member’s level and show them that you understand their concerns. Explain that we always have staff on the floor cleaning. Ask them to point out the member not wiping down equipment. Start wiping equipment down around the member, start a conversation with the member and offer them some paper towel and spray once you see that they are done with their set. A lot of times, the member just doesn’t know they are responsible for wiping down the machines! If this approach doesn’t work, be more direct and explain that they are responsible for sanitizing their equipment after each use as proper gym etiquette. 

• MUSIC IS TOO LOUD

  • First listen to the volume level and check the stereo, if it has been turned up louder than it should, turn it down immediately. If the music is at an appropriate level, apologize to the member and explain that the volume level is preset by corporate for the enjoyment of all our members. If they do not like the music selection, suggest noise cancelling headphones.

• MEMBER FEELS THEY ARE BEING WATCHED DURING WORKOUTS(OOGLING). MEMBER FEELS UNSAFE OR UNCOMFORTABLE AROUND ANOTHER MEMBER.

  • Ask the member to point out who they feel is “ogling” them. Advise the member that  we don’t want him/her to feel uncomfortable but that you would need to monitor the situation first before approaching the accused member and it’s possible they are unintentionally staring off into the distance. If in fact, the member is “ogling” other members, approach and apologize for interrupting their workout. Introduce yourself and explain that other members have complained that they are making others uncomfortable because the “seem” to be staring! Suggest that they probably didn’t realize and were zoning out during their workout, but you just wanted them to be aware. Be empathetic, they might not realize they are staring! (But if they are staring, you are approaching this way should deter their future staring)