3390 Braodmoor AVE SE, SUITE GGrand Rapids, MI 49512

www.frictioncrossfit.com

OWNER: JEFF BURLINGAMECO-OWNER: BOBBY ARMOCK

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PHILOSOPHY

We would say we are lucky to be thriving in a tough industry. But we don’t believe in luck. We

believe in hard work making luck. So in that sense, we have not been lucky, we have worked hard to

get to this point. We are proud of all of our members, and the progress they make everyday. We also realize that they could not do that without

our amazing staff of coaches and mentors.

Our staff is among the hardest working, most positive and most intelligent in the industry. We

provide a strong learning environment to maximize growth and development. This is the driving force

behind our strong community.

We are in this for the long haul, the lifestyle, just as our members are. We strive to make positive

changes in lives daily, and seek to help first at all times.

We believe that by helping others and saying YES more than NO, our business will flourish.

Welcome to a forward thinking, positive, community. Welcome to Friction CrossFit!

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OUR STORYFriction CrossFit was born in the spring of 2013 as

a dream. The dream was to open multiple high end fitness facilities in an area dying for a health and wellness overhaul. This led us to our home State of Michigan, and narrowed us down to the West side of the state. As you may know, being from this area, West Michigan has been revived

and is thriving. Unfortunately, fitness has been the slowest part of the revival. However, there are

many great boxes in the area (7 as of 2015) and we compete everyday with them to be number 1.

Friction began in a racquetball court, in the basement of a local gym. We had 800 square feet (600 useable) of open space with poor acoustics, a radio and a decent amount of beat up equipment. We even had a rig made out of wood and welded

steal (no joke). From there Jeff and Bobby led classes and developed our programming to where

it is today. We had a little over 15 members by our 6-month mark and decided to make the jump to a larger location. This led us to our current facility

on Broadmoor.We opened the doors to our new location on

December 29th, 2014. We had some new shiny equipment and a new rig (all steel this time). Over

the next 6 months we were able to reach 60+ members.

We then worked on our Operations manual (your looking at it) and developed it prior to bringing on

our first employees.

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The rest is the history THAT YOU WRITE, welcome to the family!

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What Is CrossFit?CrossFit is a strength and conditioning program, which adds the element of time. In other words, we do strength and cardiovascular training at a higher intensity. We are also movement specialists and focus on our athletes moving better, because if you move better, you feel better and you get fitter.

Why CrossFit?Intensity has been proven to get results, however, simply moving intensely is not enough. Moving safely and correctly at a higher intensity is. Now add in a healthy balance of strength, cardiovascular and gymnastics work and you have yourself a recipe for success.

Who Does CrossFit? (Use Social Proof)Everyone can do CrossFit, but they don’t know it yet. High intensity programs like “Insanity”, “P90X”, “Body Pump” and even Obstacle races are essentially CrossFit, but without proper movement as a priority. CrossFit intimidates most people at first, mostly due to the growing popularity of the CrossFit Games and the monster athletes that compete in it. However, CrossFit as a training system for the masses is much different and appropriate for anyone. In fact, we have members like Sarah, coming to us with a multitude of past injuries, in her 40’s, progressing to a state of reduced pain, better movement, and even hitting some of our tougher WODs as prescribed. We have another member Corey, with a Lumbar spinal fusion and several knee surgeries under his belt. He has been able to progress his posture, positioning, and strength to the point that he has limited pain and is able to perform activities of everyday living much more easily. Ann is in her late 50’s and started with severe lower back pain and tightness, now can hang with most of our members. Mike is in his early 40’s, has lost weight, improved his balance and coordination and can do handstands now. Mark was able to heal a dislocated patellar injury within 2 months and is now performing better than he did before. And the list goes on. The point is that everyone can do CrossFit and everyone SHOULD do CrossFit.

Where should I do CrossFit? (Why your gym? List at least ten strategic advantages, including both delivery of service–enthusiastic coaching, new equipment–and facility advantages–lots of parking, clean showers, convenient location.)Friction CrossFit provides a clean training environment. A strong community focused on the success of each other and not just themselves. We have a convenient location, with ample parking, and room to workout outside. Our coaches have Bachelors degrees in Exercise Science, over 10 years of experience, and deliver top notch coaching and programming, guaranteeing results and keeping you safe. We offer a variety of class times to fit your schedule, and multiple programs to fit your needs and goals. Our 1 on 1 nutrition counseling and training is here to help you maximize your efforts and achieve your goals, and our online video library is here to help you along the way.

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ALL AVAILABLE POSITIONS AT FRICTION CROSSFIT

1. Ownero Keeps lights on (bills paid)o Payrollo Employee Recruitmento Collaborate with Team memberso Sign off on all programs/purchaseso Daily Communicationo Coaches meetingso Oversee all other managerso Ensures that things run smoothly

2. Non-ownership Partner(s)o Defined as an assistant to the ownero Assists in management of employees (based on SOP)o Corporate outreacho Email and new prospect communicationo Social media assistanceo Odds and Ends

3. General Managero Day to Day Facility Managemento Ensure employees are showing up and doing their jobso Builds and trains a team to meet and exceed goalso Handles daily customer service and saleso Sells memberships/PT packageso Purchases equipment/materials needed (if under $100)

Must have orders under $100 approved by Bookkeeper Must have orders over $100 approved by Owner AND Bookkeeper

o Works with Owner to resolve issueso Collects payments

4. Bookkeepero Manages accounts (Cash, checking, credit)o Keeps all accounts up to date and balancedo Alerts Owner and GM of any issues/problemso Daily updates to owner and GM on balanceo Input receipts o Petty Cash balanceo Pay Invoiceso Calculate ARMso Report on Total Revenues (Gross/Net)o Cash Flows

5. Email/Phone Receptionisto Answers all callso Schedules initial consultationso Coordinates Consults with coaches in scheduleo Answers all emails (calls if number available)

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o Handles all email inquiries and customer service issueso Alerts GM of customer services issueso Alerts Collections of cancellations/failed paymentso Alerts GM and owner of sales callso Alerts GM and owner of OTHER messageso Collects payments

6. Collectionso Handles when a member is past due, cancelling or has a failed paymento Calls the member to resolved the issue at hando Collects payments prior to ending conversationo Collections must be received as close to the missed payment/cancellation date as

possible to avoid losing ito Payments must be collected NO LATER THAN 30 DAYS out

7. Retail Managero Manages stock on retail items (wrist wraps, shirts, Kill Cliff, etc.)o Places orders to refill stock as needed (must be approved by Owner, GM and

Bookkeeper)o Research new productso Present info to Owner and GMo Create Marketing strategieso Client/Member programso Displayso Staff trainingo Signageo Email marketing for Newslettero Social Media Marketing for products

8. Joy Girlo Member outreacho Retention strategies

Birthday/life event calls PR calls on Fridays Invitations to gatherings/events Cancellation request follow up Freeze request follow up

o Social Media shout outso Email Newsletter shout outso Follow up on Email automation responses

9. Events Coordinatoro Schedules events for each montho Messages other Boxes for supporto Plans the dayo Sets the schedule and timeso Creates Facebook event pageo Moderates FB pageo Schedules employees/volunteers for evento Ensures programming, prizes, etc are all set

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o Coordinates with staff to ensure it is run properlyo Advertises/markets the event to increase attendanceo Is present to ensure event runs smoothly

10. Website Designer/Managero Builds and maintains websiteo Posts Blogso Updates Coach Bios and entrieso Updates site monthlyo Resolves issues with siteo Improves SEO monthlyo Updates and handles Client Softwareo Uploads documents to softwareo Handles integration of software on website

11. Social Media Managero Manages FB, instagram, twitter, google Plus, and Youtube pageso Responsible for uploading Citations (i.e. yelp, google, yahoo, yellow pages, etc)o Must update citations monthly with photos and correctionso Must update Social pages with articles and photo/videos dailyo Responsible for advertisements on social pages (approved by owner/GM)o Responds to messages/postso Responds to reviews good and bado Updates and posts to Members group

12. Videographer/Photographero Films all video Series’o Films promo videos/testimonials and Adso Shoots all photos/video of eventso Photographs promo shots in classes weeklyo Edits all videos and uploads to youtubeo Schedules all video posts on website/FBo Sends photos for Instagram posts to Social Media Manager

13. Head Coacho Manages CrossFit Coacheso Manages class schedule and assists GM in ensuring Coaches show and perform dutieso Trains and develops Coaches on staffo Writes programming for all classes/groupso Oversees custom programingo Manages personal trainerso Oversees trainer programso Writes WOD BLOGs and Results Blogso Oversees event programingo Coaches classes

14. Coacho Runs classes according to daily programmingo Motivateso Follows instruction from head coach for:

Mobility protocols

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Progressions Introductory sessions and evals Scheduling classes for 1 week trials

o Engages 1 week trialso Refers them to head coach if available to sign memberships

If head coach or GM unavailable, signs memberships themselves15. Personal Trainer

o Obtains clients sold PT from GM/Head Coach/Coach or themselveso Designs and implements a program for exercise and nutrition based around clients

needs, wants and goalso Motivateso Follows instruction from head coach for:

Mobility protocols Progressions Introductory sessions and evals Scheduling classes for 1 week trials

o Engages 1 week trialso Refers them to head coach if available to sign memberships

If head coach or GM unavailable, signs memberships themselves16. Weight Lifting/Powerlifting Specialty Coach

o Designs and implements programmingo Motivates o Track client progresso Maintain lifting areao Motivateso Follows instruction from head coach for:

Mobility protocols Progressions Introductory sessions and evals Scheduling classes for 1 week trials

o Engages 1 week trialso Refers them to head coach if available to sign memberships

If head coach or GM unavailable, signs memberships themselves17. Yoga Instructor

o Conducts weekly yoga classeso Designs and implements yoga class structure, times and dayso Motivateso Follows instruction from head coach for:

Mobility protocols Progressions Introductory sessions and evals Scheduling classes for 1 week trials

o Engages 1 week trialso Refers them to head coach if available to sign memberships

If head coach or GM unavailable, signs memberships themselves18. Child Care Attendant

o On call for child care as needed

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o Responsible for keeping children safe in kids roomo Engages with children and leads activitieso Leads kids through physical activities and games (i.e. tag, twister, mini fun workouts,

etc.)19. Janitor

o Maintains equipmento Cleans facility

Sweeps and mops main gym and bootcamp gym Vaccums office, kidz room and lobby Sweeps and mops bathroom Cleans toilet/bowl, sink and mirror in bathroom Restocks TP, Paper towel and wipes in bathroom Removes trash daily or as needed (avoid flies) Refills soap dispenser in bathroom and kitchen Cleans kitchen counter, washes dishes and clears counter Cleans microwave weekly Reracks/stacks equipment daily

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New Team members – benefits and responsibilities

1. You will be provided with appropriate Friction CrossFit clothing – for COACHES, this means: 2 Friction CrossFit COACH shirts

Trainers and other Team members are free to purchase more Friction CrossFit clothing at wholesale cost plus taxes at any time, and without restriction. As a Team member, you are absolutely required, without exception, to meet Friction CrossFit’s dress code requirements whenever leading a group, training a client, at the front desk, or otherwise performing Friction CrossFit duties, including public speaking. If you arrive for work without your uniform, you are REQUIRED to purchase clothing suitable for your duties that day.

2. You will be provided with a comprehensive guide for your performance (this guide.) You will be asked to initial the form at the end of this guide to acknowledge that you’ve read and you understand everything within. As soon as you initial that form, you’re responsible for upholding the contents of this book 100%.

3. You will have access to all Friction CrossFit Team members at the lowest cost possible – the Team member’s invoice rate. When a Team member takes their time to provide you with a professional service, they deserve the same compensation they would receive from a client. However, Friction CrossFit doesn’t have to make its share; we believe the long-term benefit of your health and exposure to other Team members is enough. One note: please book appointments with other Team members at a time when they’re not normally busy to avoid inconveniencing Friction CrossFit clients.

4. You have a responsibility to Friction CrossFit and its clients to act in their best interests at all times. Friction CrossFit has a responsibility to all Team members to act in the best interests of the group, to ensure that all continue to thrive.

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Staff Policies

Dress Codeo All Staff will be expected to wear appropriate attire for their positiono Trainers and Coaches

Coach Shirto Head Coach

Head Coach Shirto All other staff

Staff Shirto Shorts and pants must be absent of major graphics

i.e. may NOT say “Juicy” on the butto In cold weather

Long sleeves UNDER staff shirts will be allowed NO hoodies OVER staff shirts are allowed

Attendanceo All Staff are expected to report to work 15 min earlyo All Staff are expected to report to work clean shaven, if applicable, and groomed

Injuries and Accidentso In the case of Injury Follow these steps

Level 1: Palm/finger/hand tears and shin scrapes etc. Offer the first aid kit to member ALLOW member to apply first aid to themselves Have member fill out incident report

Level 2: Ankle roll and other sprains Keep class going Get client off to the side away from class Ask a member or coach to help keep class moving Apply first aid Call client emergency contact Go through incident report with client and at least 1 witness

Level 3: Breaks and/or Tears Keep class going Get client off to the side away from class Ask a member or coach to help keep class moving Apply first aid Call client emergency contact and, if severe, or if client requests you to, call

911 Do not allow client to move or leave on their own Go through incident report with client and at least 1 witness

Level 4: Loss of Consciousness or worse Stop class Have someone Call 911 Have someone contact their emergency contact Grab AED if heart has stopped Apply CPR, if necessary and first aid until first responders arrive

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Go through incident report with client, if possible and at least 1 witnesso It is important to note that at NO TIME should we be discussing insurance policies,

premiums or any settling of payments/debts/damages with the client. If the clients asks for payment or coverage of damages, simply tell them to contact

the owner after the fact to discuss this Communications

o All communications between client and employee MUST follow the appropriate channels through Friction CrossFit

This includes Email, Calls, Textso If communications between Client and Employee go through personal channels at all:

Record/document/take a picture/save in some manner the conversationo Each day Coaches must Report:

Injuries and mobility restrictions, including client name PRs Modifications and progressions used with clients Complaints, requests, questions and comments from clients Special instructions for clients (i.e. discounts requested/given, class times allowed,

etc.)o All Coach to Coach and Staff to Staff Communications will be recorded in the

Communications binder and posted on the Coaches Facebook page Hygiene

o All employees will shower after workouts If a shower is unavailable: deodorant or spray will suffice

o All employees will brush their teeth daily and use mouth wash as neededo All employees will take care of their body daily so as to maintain a professional appearance

Facility Cleanlinesso All employees are expected to clean up after themselves, this includes:

Clean up kitchen after eating Do not leave food out Keep office clear Pick up weights after working out Return mobility equipment to mobility area after use

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Staff Bill of Rights

You will be paid as reflected in your contract.You will be provided a safe and supportive place to work.Management will always support you in front of a client.We will never embarrass you (or your decisions) in public.We will make corrections in private.We will provide clear guidance on policies, prices and production. We will not show favoritism - everyone will live by the same rules as you.We will be consistent with our clients to remove awkward situations for you.We will make decisions on first aid and injuries in advance.Clients will be informed of schedule, rate and policy changes in advance.You will be provided with mandatory clothing to wear while coaching.We will not share your personal phone or email address with anyone.We will not use unflattering pictures of you in our media.You will be permitted to choose any subject for your monthly content requirement.We will provide monthly Continuing Education coursework for you.You will be evaluated in an objective way every third month.

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Client Bill of Rights –

You are at the center of what we do. Your experience at Friction CrossFit is very important. To keep things simple for you, we ask that you agree to these simple terms and conditions of service:

At Friction CrossFit, we promise to: 1. Always be on time for our appointment with you. 2. Be prepared with a training plan for the session. 3. Alter workouts as required. 4. Make you the center of our attention during your session. 5. Write exercise and nutrition plans to fit your long-term progression. 6. Behave in a professional manner. 7. Explain WHY any given exercise is relevant to you. 8. Correctly invoice and give receipts, or make corrections immediately. 9. Return your phone call or email at the first available opportunity. 10. Provide you with a safe, clean space to train. 11. Treat every client the same with regard to pricing, scheduling, and answering questions. 12. Stay on top of relevant research that will help you achieve your goals. 13. Provide 'homework' on the same day as your session. 14. Be as flexible as possible in accommodating your schedule. 15. Maintain the strictest confidentiality. 16. Hold your lost items for two weeks before donating them to an appropriate charity.

In return, we ask that you: 1. Arrive on time for your appointments (it's YOUR time we're talking about, after all.) 2. Cancel or change appointment times, if you must, before 6am on the day of the appointment. 3. Pay for packages in advance, if you'd like to save money. 4. Pay for single-session bookings immediately following the session (we no longer invoice.) 5. Tell your Trainer immediately if you're feeling dizzy, lightheaded, or nauseous. We can help. 6. Put your things away – neatly and in clean condition – immediately after use. 7. Be nice to everyone else in the gym (you can still be mean to us. That's fine.) 8. Make your Trainer aware of aches, pains or other issues at the start of your session.

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Non-Solicitation During Contract

By contract, you are required not to Solicit with Friction CrossFit members while under contract. As a general rule, you may NOT provide any service to anyone, paid or unpaid, for which Friction CrossFit would normally charge a rate.This includes:

1. Workout programs2. Diets3. In-depth advice4. Advice transcribed to paper5. Copies of programs issued to other clients6. Training to groups7. Public speaking in a non-Friction CrossFit role; engagements should

first be vetted by the General Manager.

There are several reasons why providing services outside Friction CrossFit is a poor idea:

1. You’re not insured.2. You have no recourse for collecting payment.3. Your income is subject to audit.4. Once you start, you can’t stop.5. You have no recourse for late cancellations.6. Bad feelings between Trainer and client.7. Unprofessional relationship between Trainer and client.

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Staff Continuing Ed and CommissionsCoaches and Trainers will qualify for commissions in the form of Rogue gear and Continuing Education. This is based off of overall net membership growth in a calendar month.

Gain 5 members NET: small cert like CrossFit weightlifting or USAW

Gain 10 members NET: CrossFit L1, 2, 3, 4

Gain 15 members NET: Specialty cert like Mobility WOD, etc.

New Coaches will have the opportunity to have their L1 paid for upon signing a 1 year contract with the owner. Here is the process

New coach must have completed internship program

Coach will register for L1 on their personal credit card

If coach passes they will sign 1 year contract

Each month the coach will receive a refund towards cert of $250 for 4 months

o This is barring any write ups or debts accrued in the favor of Friction CrossFit

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OPENING (FIRST ONE IN)The gym opens each day at 5:45 AM, 15 minutes prior to the first class. The following is to be done at this time:

1. Unlock front door2. Turn on lobby and gym lights3. Clean up any messes from previous day4. Erase Previous Days WOD5. Write Today’s WOD on the main white board (found at

frictioncrossfit.com/wod-blog)6. Turn on Sweat Angels Picture Frame (on Kill Cliff Fridge)7. Get iPad out of safe, set up on stand (next to Kill Cliff Fridge) and plug into

charger8. Turn on Stereo (hold power button down until a sound is made)9. Link speaker to iPad: go to settings>Bluetooth>select Braven from list10. Turn on Pandora: Appropriate WOD stations only11. Turn on Fan/Heat as needed12. If warm/hot, open garage door13. If garage door is open: turn off lights14. Set up equipment for class as needed

Following first class there will be a break from 7 AM to 8 AM. During this time the following is to be done:

1. Check Schedule and call all New Prospects to confirm attendance2. Address Toiletry needs (i.e. toilet paper, paper towel and soap in bathroom)3. Check Daily Task list under your name and complete tasks4. Follow Cleaning Schedule Checklist found in office and sign off on completed

tasks5. Respond to owner emails/texts as needed6. Send Instagram photos/videos to social media manager

It should be noted that in different Seasons, there are different Opening needs:Summer:

1. Open Garage Door if outside temp is over 60 degrees F2. Leave front door shut to prevent debris blow through3. Make Sure heater is shut off at breaker4. Keep AC OFF! It is NEVER acceptable to turn on A/C5. Use Fans as needed, position in front of open doors, point towards class area

Winter:1. Check Heat to make sure front lobby is between 60 and 65 degrees F2. Ensure all outside doors remain shut3. Clean Rubber Shoe matts (or dump excess liquid) as needed4. Shovel Front walk way at 6 AM (and throughout the day as needed)5. Salt front sidewalk each morning at 6 AM and as needed

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MIDDAY (11:30 AM – 4 PM)During the Midday hours, employees may eat, workout, and otherwise take care of themselves between 11:30 and 1:30 PM (assuming there are no Open Gym attendees). From 1:30 – 4 PM, the following is to be done:

1. Check Schedule and call all New Prospects to confirm attendance

2. Marketing Flyers to local businesses (3 per day)3. Check retail stock and adjust in system (Kill Cliff, shirts…)4. Follow up Text/Phone calls/Emails to clients (USE FUNNEL BOARD as guide)5. Organize 1 Week Trials6. File Client profiles7. Work on projects as needed8. Check in with owner as needed9. Send Photo/Videos for Instagram to Social Media Manager10. THEN: Workout

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CLOSING (LAST ONE OUT)Closing of the facility occurs between 8 PM and 9 PM. At this time make sure that all members and children have left the facility. The following needs to be done prior to leaving:

1. Text picture of WOD results board to Website/Blog Manager2. Text top scores and a motivational quote/message to Website/Blog Manager3. Clear White Board for next day4. Clear Scores for next day5. Check Schedule and call all New Prospects to confirm attendance

6. Spot mop/Dust Mop/vacuum Main Gym Floor7. Take out trash bags (WOD room, Kids room, under sink, office and bathroom).

Only if full8. Turn off speakers (hold down power button until you hear a sound9. Lock up iPad/camera/go pro in safe10. Turn off heater at breaker (if on)11. Turn off Warehouse lights at Breaker (1 security light WILL remain on)12. Make sure back door and garage door are locked13. Shut off Lobby/Office Lights and lock front door14. Any last minutes texts/emails to owner

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Drop InsWe welcome drop in clients at Friction CrossFit. However, they must have experience with CrossFit. Our website provides them with a button to click that prompts them with an email message to send us. Follow the Drop in email option in the Email Dump file below.

If they request a discount for a single drop in, simply say, “I am sorry but we do not offer any at this time”.

If they wish to drop in over the course of several days, give them 10% off per additional day

Be sure to take a picture with each drop in and create a collage for the facebook page and website

Drop ins MUST pay prior to class starting

o Follow the add new person section under ZEN PLANNER (software) in the SOP

o Once added, go to the calendar and click on the desired class time and day

o Click add person in the top right

o In the search field, type their name

o Click them to add them to the class

o Scroll down to attendance

o Make sure Dop In $20 is selected

Click Drop in other amount and fill in amount if special deal or including Tshirt

o May sure under payment info you leave it as leave bill unpaid if they have not come in yet

o Click pay for drop in class and sign in

o When they show, all you need to do is look them up under search function and click on FINANCIAL > MAKE A PAYMENT

Select the drop in bill and click make payment (add card info first)

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Email DUMP file:BASIC INQUIRYThank you for your interest in Friction CrossFit, we can definitely help you with that. We offer a 1 week trial and initial fitness consultation to get you started. What day this week could you come in for your consultation and first class? What experience do you have with CrossFit? Thanks and we look forward to meeting you!Membership OptionsWe offer a variety of membership options. Your investment will vary based on frequency and commitment. With our limited memberships you can commit to a month to month, 6 month or 12 month plan, starting at $100 per month. Our unlimited plan offers the same commitment options and starts at $140 per month.I AM AVAILABLE AT…We run classes at 6AM, 8:30 AM, 10:30 AM, 4 PM, 5:30 PM and 7 PM Monday through Friday. We also run a class Saturday Mornings at 10 AM. What Class Times work for you this week?How do I sign up?In order to schedule a class, simply go to our schedule page: www.frictioncrossfit.com/schedule.html and click on the time/day you wish to schedule. From there log in if you are a returning athlete OR click the free class button to schedule your first class, create a log in and reserve!Can I do a Drop in?Drop ins are $20 per class, $30 with a T-Shirt, In order to schedule a class, simply go to our schedule page: www.frictioncrossfit.com/schedule.html and click on the time/day you wish to schedule. From there log in if you are a returning athlete OR click the Drop In button to schedule your class, create a log in and reserve!Discounted Drop in? (military….)Drop ins are $10, In order to schedule a class, simply go to our schedule page: www.frictioncrossfit.com/schedule.html and click on the time/day you wish to schedule. From there log in if you are a returning athlete OR click the Drop In button to schedule your class, create a log in and reserve!Memberships?Our memberships are billed monthly and vary in rate based on your frequency of attendance and length of commitment. Our rates can be viewed here: http://www.frictioncrossfit.com/getting-started.html Child Care?We have a Kids Room, children 5 yrs old and over may be left in there unattended as it is visible from the workout area. We have a child care attendant available to watch children 5 and under, but we require a 24 hour notice and it is an add on to your membership at $10 / month, or $1 per child per classI did my free Trial week, how do I schedule now?I will just create an account for you.  You should receive an email with your account info and password. In order to schedule a class, simply go to our schedule page: www.frictioncrossfit.com/schedule.html and click on the time/day you wish to schedule. From there log in if you are a returning athlete OR click the free class button to schedule your first class, create a log in and reserve!What’s up with the foundations schedule?

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Our Foundations program consists of 3, 1 on 1, sessions with a coach. This is included in your trial. We will review all of the basic CrossFit movements in these sessions.Do I need to take the Foundations Classes?Thank you for you interest in Friction CrossFit!  If you are new to CrossFit we always recommend that you take the foundations classes. Our Foundations classes are 30 minutes long and take place prior to our regular classes at 8 AM and 6:30 PM weekdays, and 11 AM Saturdays. You will see on our schedule page that we have 3 different foundations classes. Each one introduces new movements and techniques, so you will need to go through all three. Monday and Tuesday is Foundations 1, Wednesday and Thursday is Foundations 2 and Friday and Saturday is Foundations 3.

If you are experienced, please drop into a foundations class as your first class and we will help you decide what to schedule next.

Hope to see you soon,

Thanks!

I was thinking about doing a regular gym for strength trainingWhen you try out a class you will also come away with the understanding that we do plenty of strength training in CrossFit.  Our goal is to maximize each athletes human potential through Cardiovascular, Stamina, STRENGTH, Flexibility, Power, Speed, Balance, Coordination, Agility, and Accuracy.  We also offer a Barbell and Olympic lifting club to our Open gym members.  Our program is designed to get results for every individual no matter the goal.

What is the Standard WOD?Our Standard WOD class is designed for all athletes, but requires the foundations courses as a prerequisite for anyone new to CrossFit.  We recommend that you start with our Foundations classes, you can start them in any order, and they are at 8 AM and 6:30 PM Weekdays and 11 AM on Saturday.  Let us know what days/times work for us.Is your Program right for me?Our program is perfect for you goals, and we modify our workouts to suit athletes of all ages and athletic backgrounds.  In addition, Bobby (our head coach) and I have our Bachelors degrees in Exercise Science, multiple personal training certifications, Collegiate athletic experience, and 17 years of combined experience working with athletes of all ages.What is your class Structure?Our classes are 1 hour long and designed for up to 10 athletes max. We focus on a functional warmup, involving mobility and technique focused movements. We then move into either a gymnastics or skill based segment for 15 minutes. This is followed by strength training, utilizing barbells, kettlebells, sandbags, dumbbells, etc. Then we do WOD (workout of the day), which will include a variety of different movements performed at a high intensity (relative to your own capabilities). The whole class ends with a cool down designed to reduce muscle soreness in the following days.

MUD BOOTCAMP

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Congrats on your participation in the upcoming race.  This class is appropriate for all fitness levels, beginner to advance.    It is available at no cost with your race registration thanks to our partnership with the Eat Dirt Mud Run.  Unfortunately there will be no other times offered for the boot camp, however, we do offer a 1-week trial for our CrossFit classes.  These classes are for up to 10 athletes at a time and run between 6 AM and 8 PM.  Both options would be a great fit for anyone looking to get ready for a race, or just life in general.  We will have coaches available between 12 and 4 Open Gym time today, so come on in and we can see what we can work out for you.

Congrats on your participation in the upcoming race.  This class is appropriate for all fitness levels, beginner to advanced.    It is available at no cost with your race registration thanks to our partnership with the Eat Dirt Mud Run.

Unfortunately there will be no other times offered for the boot camp, however, we do offer a 1-week trial for our CrossFit classes.  These classes are for up to 10 athletes at a time and run between 6 AM and 8 PM.  Both options would be a great fit for anyone looking to get ready for a race, or just life in general.

CANCELLATIONWe are sorry to see you go! We hope you had a blast with us and know that you are more than welcome back in the future. Continue to work on the principles of nutrition and fitness we gave you and best of luck on your goals!

Follow upI just wanted to follow up and see how you were doing. If you are still interested I would love to set you up for your 1 Week Trial. We have also started offering several other programs in addition to CrossFit, which you may be interested in. These include Boot Camp, Competitors Training and Barbell Club. Let me know when you are available to come in and test these programs out.Thanks,

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PHONE CALLS/TEXTSAll employees’ phones will be set to ring at the same time from a Google voice directory. Our phone number is 1 (616) 965 – 1006. Always answer the phone the following way:

1. SMILE ON THE PHONE.

2. “Thank you for calling Friction CrossFit, this is _______ speaking, I can help you.”

3. As soon as they identify themselves, use their first name as you speak

4. When passing the phone to a staff member, make sure you are able to identify the caller and reason for calling

5. WE NEVER GIVE OUT PRICES!

For NEW CLIENT INQUIRIES, use the FAQ listed in the EMAILS section to answer common questions. Be sure to get the following:

1. Full Name2. Phone Number3. Email4. Commitment to starting 1 week Free trial THIS WEEK (AKA ASAP)

For SALES CALLS, ignore/hang up on or request removal from call list for the following:

1. Living Social2. Yelp3. Sign Post/Main street Hub or any other SEO/Internet marketing company4. Anyone claiming to be GOOGLE

DO NOT ignore calls, but take messages (DO NOT COMMIT TO ANYTHING) from the following:

1. Anyone offering an event opportunity2. Charity requests3. Kill Cliff or any other supplement company4. Groupon5. Any official city/state office

Call one of the owners immediately with this information

Taking Phone Messages

Live

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1. Record clearly the person’s first and last names.2. Record their phone number.3. Read the phone number back to the person.4. Write the time of their call beside their name on the whiteboard.5. Notify the recipient as soon as they’re available.

Recorded1. Record clearly the person’s first and last names on the whiteboard.2. Record the phone number on the whiteboard.3. Briefly paraphrase the reason for the call.4. Write the time of the call beside the name on the whiteboard.5. Notify the recipient as soon as they’re available.

Taking Cancellations1. If before 8am, ask the client if they’d like to reschedule right then.2. If after 8am, politely remind the client of the cancellation policy.3. Ask the client if they’d like to rebook at that time.4. Process the cancellation in the calendar of the staff member.5. Note the time of cancellation in the timebook of the staff member.6. Note the cancellation on the whiteboard under the staff member’s

name.7. If the cancellation is the first client of the day for a staff member, or

the first after a long break, notify the staff member via phone if possible.

Responding to phone messages1. Call back within 4 hours of receipt of the call.2. Leave a message noting the time of your call if the person is

unavailable.

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COACHINGPerforming Consultations (General Manager/Head Coach)

1. Be ready 10 minutes before the consultation is to begin.2. Greet the client at the door, and invite them into the office area.3. Start with the client’s background and goals; listen patiently, asking

prompting questions, until the client is absolutely finished.4. Clearly delineate goals on the client’s intake form; make thorough

notes.5. Segue into the ‘Health History’ Questionnaire and personal inventory

sheets.6. Offer the client a tour before suggesting possible paths to achieve

success.7. Present the client with various options to help them succeed.

a) Personal trainingb) CROSSFIT membershipc) Nutrition Pland) Open Gym or Barbell Club

8. Complete the ‘suggested options’ checklist.9. Book the client an appointment with the appropriate trainer to

complete their physical assessment (see: booking appointments.)10. Immediately following the departure of the client, email the

client to remind them of their next appointment and thank them for coming in. Let them know that you are available to help them with any questions that arise.

11. Create a file comprising:a) Health history/personal inventoryb) Goals sheetc) Suggested options checklistd) Other client data

First Visit:1. Testing – FMS and squat test2. Introduce the client to other staff member(s).

Third/Fifth visit: Using the last 10 minutes of the client’s workout, have the client review their progress with the General Manager/Head Coach using the ‘Progress Tracking’ worksheet.

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Performing a One-On-One Personal Training Session

1. Before the session begins, make sure your work area is ready:a) Weights required are available in your space;b) Your space is tidy;c) Water is available to the client.d) Coordinate workout space needed with other trainers.

2. Be ready to greet the client 15 minutes before the scheduled start time, unless catering to another client immediately beforehand.

3. Administer a brief warm-up. During the warm-up period:a) Maintain a friendly banter;b) Get water, towel, and program for client;c) If necessary, check phone messages on whiteboard.

4. Administer program.5. Stretch and review program with client as necessary.6. With 2 minutes remaining in the hour, finish the workout and begin

tidying the space to make sure it’s ready for the next trainer/client:a) Sweep up chalk;b) Remove all water cups and towels;c) Return plates, bars, and dumbbells to proper space;d) Move belts and bands to the correct space.e) Mop up sweat.

7. Greet the next client and begin their warm-up.

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Writing A Training Program

1. Familiarize yourself with the client. Establish ‘Point A’, using the client’s historical workouts, periodization plan, or physical assessment, depending on how new the client is.

2. Establish the timeframe for which the program is to be utilized. As a rule of thumb, consider the performance criteria a client should be able to meet at the end of the program you are about to write.

3. Work backward from the short-term criteria you expect the client to meet as a result of this meso-cycle. Which exercises will get them there?

4. Consider like clients in similar stages of progress.5. Tailor for individual needs first, and then:6. Tailor for individual preferences.

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COACHINGA good coach always arrives to a class 10 minutes early and ready to go. The following are good coaching qualities and EXPECTATIONS:

1. Introduce yourself to EVERYONE in the room2. SMILE and be inviting, courteous and FUN3. MAKE sure everyone has signed in on the iPad via Faceboard/ZenPlanner4. Get the class acquainted with each other: introductions or a game/partner

warm up5. Briefly describe the day for the class at the white board6. Warm up (have fun)7. Skills/gymnastics: be sure to focus on technique, control and quality of

movement on each athlete8. Strength: Focus on FORM FIRST, PRs SECOND9. Assistance: if time, do this, but again, form over mass10. WOD: Based on class size, equipment available and skill level of athletes

choose between WOD A and WOD B. a. Get the room set up, describe the movements, and then take everyone

through several repetitions at light weight/no weight to ensure knowledge and capacity.

b. Add weight needed for WOD and perform 3 practice reps of each movement

c. IF form is lacking in those 3 reps, SCALE the athlete to a more appropriate modification

d. Set timer, explain 10 second countdown, count off: 3...2…1…GO!e. Move around the room and monitor formf. If form is slipping as fatigue wears in and coaching does not improve it,

SCALE on the spot11. Upon completion of WOD HIGH FIVE EVERYONE!!!!12. Remind Athletes to write scores on board: First name, Last initial and

time/score13. Go through 4 cool down mobility movements. Focus on tissues worked that

day (especially the high volume areas)14. Apply special attention to Free trials, Groupons, potential upgrades/renewals

at this point15. Usher everyone to the side/lobby or out if another class is coming in16. START NEXT CLASS ON TIME!

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Ordering Shirts, Supplements (i.e. Kill Cliff) And STOCKING

FRICTION CROSSFIT carries its own line of apparel (shirts, hats) and its own line of nutritional supplements, as well as some basic logo items (bottles).It is the responsibility of the Marketing Manager to maintain the stock levels of supplements, logo items, and apparel. However, a client may occasionally desire a size or style that’s out of stock.In that instance, use the Order Sheet found in the main office.

1. Enter the name of the item, including size (as necessary).2. Enter the ordering client’s name, including phone number, under

‘Customer.’3. Enter the date the order was taken.4. Check the ‘Paid?’ box when the client has paid for the item.5. When the product arrives, the Marketing Manager will fulfill the

request.

For Kill Cliff Client Purchases:1. Write clients name on the KC purchase sheet2. Write flavor purchased on KC purchase sheet3. Check paid or unpaid and Cash or Account4. Process all payments at MIDDAY and CLOSE

For Kill Cliff Case Re-orders1. Email or call KC rep (currently Maegan)2. Order 4 cases of KC (minimum) 1 of each flavor3. Order Stock/Payment pads as needed

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THE SALES PROCESSIt is important that we capitalize on all new member opportunities. Follow this guide to do so.

• Initial contacto Referral/Email/Facebook message

▪ Reply and try to lock down a time WITHIN A WEEK to have them come in for a Free Trial Week

▪ Obtain Name, phone number and experience levelo Phone Call

▪ Ask open ended questions to gather information• Ex: “What experience do you have with CrossFit?”, “What

are your fitness goals?”, “What expectations do you have”

▪ Obtain Name, Phone number, email and experience level▪ You should never end a call without the above information

o Walk in Traffic▪ Warm introduction and hand shake▪ Obtain Name, Phone number, email and experience level▪ Give full tour of gym▪ If attire and time is appropriate, do an FMS and demo some

movements/show them the whiteboard/PR board▪ SMILE and be Friendly▪ SCHEDULE A TIME TO START A FREE WEEK TRIAL

• First Visito Warm introduction and high five for coming outo MUST DO THE FOLLOWING:

▪ Fill out and sign waiver▪ Coach will go through goals assessment and FMS with them▪ Introduce them to all other veteran members in the class

o Assist them throughout class (hopefully it’s foundations) and ensure proper form/mechanics and SCALE as needed

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▪ WHEN SCALING:• Be polite• DO NOT CRITICIZE • Pump them up about how good form will get them better

gains• Bright Spots

o At end of class▪ High five everyone▪ Pull new Trial aside and ask:

• How do you feel?• How did class compare to your expectations?• Can’t you see how we get results now?• When will you do your next class this week?

• Second/Third/Fourth/Fifth Visitso Same as above minus the FMS

• ON the 3rd or 5th visit they should know what they want to doo Grab them before or after class

▪ How have the classes been for you?▪ We offer a wide array of membership options to fit you. How

often do you plan on training?▪ Great! Let’s set you up with our ____ membership

o Obtain the following TODAY▪ Credit card OR bank account numbers▪ Billing address

o Create the membership in Zen Planner (See Software section)o Have member digitally sign the agreement in front of youo High five them and welcome them to the club

• OPEN GYM/COMP TRAINING▪ Trying to learn more difficult movements or increase PR weights

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▪ HOMEWORK

▪ Prescribe Homework weekly

▪ Ask them to come in and do it during open gym

• UPGRADESo These are for Veteran members looking to step up their trainingo Target clients going 3 days per weeko Ask:

▪ How are your results?▪ How are your eating habits?

• Dabble with nutrition for no longer than 5 minutes▪ Are you feeling extra sore between days?▪ (NO) oh, well lets get you in another day or 2 per week and

maximize your results!• (HOW?) We just need to upgrade your membership form

____ to ___, its quick and easy, let me show you• Show them options and upgrade membership (See Zen

Planner section)▪ (Yes) Well then its working! Let’s get you in here 1 more time

per week and maximize your results!• Same as above

• Downgradeso Work with the client on WHY they want to downgrade

▪ Try to show them how it will affect their progresso DO WHATEVER YOU CAN TO AVOID ITo Refer them to an Owner

• Cancellationso Same as aboveo WE DO NOT CANCEL UNLESS ABSOLUTELY NECESSARYo ONLY JEFF/OWNER HAS THE ABILITY TO CANCEL A MEMBERSHIP

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SOFTWARE (ZEN PLANNER) Log in to Zen Planner at www.zenplanner.com

o Password is located in Owner’s One Password account if not already logged in at kiosk

Getting Started with Set UP

o Go to set up

In the right window you will see “What’s Next?” Follow the first prompt to schedule an onboarding session OR

Scroll down and you will see Several links to how to pages

Follow these links to learn the basics

Add member/person

o Click search icon (magnifying glass

o Click add person

Follow the prompts to fill out the members info (personal through membership if applicable)

Be as detailed and accurate as possible

Selling Memberships

o Click search Icon (magnifying glass) to search existing members

If new member go back to “add member” section to add member

o Search for your member and click their name

o In the middle window under their picture select Membership

o In the right window select add membership

o Select desired membership

o Choose begin date and first payment date at the bottom, then save and continue

o This adds the membership… On the next page we scroll down and click add payment method

o Type in or swipe the members credit card to add a payment method

o Click save, this saves the card and applies AUTO RENEW

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o Click save and continue at the bottom of the page

o On the next page you must select the bill to pay and then make payment

o Confirm payment

o This takes you back to member overview > select the lightning bolt next to member profile picture

o If you haven’t added email, add it in this window, then check box to give access to member connect (this allows them to schedule and make payments in member portal)

Retail Sales

o Stocking/pricing/adjusting catalog

In left window select Retail

In middle window select product catalog

Select desired product

On this page you can adjust price retail/wholesale, stock number, description, etc.

o Purchasing

On iPad App

Look up member

Select retail purchase

Select item

Purchase

On Zen Planner

Select retail

Select item on quick list (right window)

In far right of window click checkout

Look up member

Checkout and confirm purchase

Checking in clients

o On iPad

Use App OR

Open Faceboard page (workouts>display>faceboard)

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Click class time

Click members name OR

Add member via top search bar

o On Zen Planner

Click Calendar

Click desired class time

Scroll down and check the box labeled ATT (attended) to the left of each member attended

This is automatically saved

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CONTRACTSWe have several contract options. The most common option is the 3 times per week for 12 months option. Here is a list of membership options and whom they are for, NOTE: ALL memberships (except Punch Card) require a $29 processing fee (for Software costs and setup). Following this list are the guidelines and practices for contracts with members.

1. Limited (3 times per week): For those looking to just improve their fitnessa. Month to Month: $140 / monthb. 6 Month: $130 / monthc. 12 Month: $120 / monthd. 18 Month: $110 / month

2. Unlimited: For the more intense CrossFitter, or just those with Loftier goalsa. Month to Month: $160 / monthb. 6 Month: $150 / monthc. 12 Month: $140 / monthd. 18 Month: $125 / month

3. Unlimited (LEO/Military…): Requires proof of employmenta. 12 month: $120 / monthb. 6 month: $130 / monthc. month to month: $140 / month

4. Punch Card (10 Visits): For those with hectic schedulesa. Come on in and pick up a can of MOJO RISING!

5. Open Gyma. $25 per month

6. Competitor Traininga. $35 per month

Contract Practices• All Contracts MUST be signed in order to train

o We require all contracts to be signed at the gym IN FRONT OF YOU• All Contracts are air tight• We Auto Renew memberships, unless given notice otherwise within 30 days

of last payment on contract• Cancellation requires a payment of 40% of the remainder of the contract

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EMERGENCY PLANNING In the Event of an Emergency Please follow these guidelines

o Medical Emergencies Ensure that the athlete is clear of further danger and is stable Apply first aid Have another member/person call 911 If no other member is available, apply first aid for 2 minutes then call 911

yourself Stay with athlete/apply first aid until Paramedics arrive and take over Call a manager immediately after File incident report

Date and time of occurrence Exactly what happened and what you did Use names Collect a witness statement OR two

DO NOT UNDER ANY CIRCUMSTANCES OFFER TO PAY FOR DAMAGES OR USE OUR INSURANCE TO DO SO

Remember, this is not your fault, it was an accident, and these things happen

We have insurance to protect ourselves, not hand out payments for people’s mistakes and accidents.

o Weather Emergencies Tornado/Wind Storm

Ensure athlete safety, by getting clear of heavy objects and windows Preferably Get to the main Bathroom, office or storage area by HVAC

and water fountain Sit against the wall, cover head and wait until all is clear Call Manager

Flood Get athletes out of the building Close up shop Get all Electronics up off of affected area Call Manager

o Fire Get all athletes out of the building Have someone call Fire department/911 If area is safe and fire is small use fire extinguishers to put it out Call manager

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DAY CARE GUIDELINESDaycare employees are expected to follow all employee guidelines. All employees must have a

background check performed on them by owner, prior to starting.

1. Daycare is available supervised for our 1030 AM and 530 PM classes, and 10 am on Saturdays, with a 24 hour notice

2. Daycare is available unsupervised all day with a signed waiver and assuming all unsupervised children are at least 5 years of age or older

3. Children under 5 years of age must be supervised, either by Friction Staff (if available) or by a family member 12 years of age or older

4. Supervised childcare requires a monthly add on agreement of $10 per month5. Unsupervised childcare is free as long as there is no damage to equipment/room and no

disruption to class.

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EVENTSEvents will be scheduled and put together by the Owner AND/OR Events Coordinator

Schedule Event at least 30 days in advance on Facebook

o Promote larger events and competitions via FB ads

Get the word out to members

o Newsletter, emails, calls, whiteboards, FB group

Get the word out to community

o Word of mouth via members

o Businesses

o Charities

o Sponsors

Call businesses and get donations

Ask members to volunteer to assist

SCHEDULED MONTHLY EVENTS

o WODLUCK

LAST SATURDAY OF THE MONTH

Have members bring food and beverages

Program a fun WOD

Have a give away or raffle

Promote new programs and products

Invite new prospects and community

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CLEANING• Daily

o Warehouse (main gym) (END OF DAY)▪ Rerack Barbells, weights, kettlebells, mobility equipment and

medballs in designated areas (see Picture)▪ Spot mop chalk

• Use Swiffer wet jet• Fill with 2 oz Simple Green + Water up to fill line

▪ Erase Whiteboards• Use damp rag ONLY• DO NOT ERASE class outline on main board (i.e. PWP,

Gymnastics, Strength, assistance, wod a or wod b), Just erase the movements of that day

▪ Turn Off Music• Just press power switch on speakers

o Lobby/Office (END OF DAY)▪ Vacuum any major messes▪ Clean all Dishes▪ Clean our Keurig

• DO NOT Deposit coffee grounds in sink, ONLY IN TRASH▪ Empty Trash bags and replace if full▪ Turn off PICSTAR DEVICE using switch on back

o Bathroom▪ Replace Toilet paper, paper towel and soap as needed.

• Push button on TP holder to release and replace• Use 3/32” Allen Wrench to unscrew dowel for Paper towel

▪ Clean toilet and sink as needed• Use paper towel and simple green SPRAYER on porcelain• Use Windex and Rag on mirror

o Kids Room▪ Clean up any toys left out▪ Vacuum/spot shot any carpet messes

o OUTSIDE (ALL DAY)▪ Shovel snow as needed▪ Salt using provided Rock salt by door▪ Dump water out of boot trays as needed

• Weeklyo Vacuum Lobby/Office/Kids Area EVERY: M/W/Frio Mop Main Gym EVERYDAYo Clean Toilet Bowl EVERY: M/W/Fri

• Use Clorox Bowl cleaner• Let sit after spraying for 10 minutes then flush

• EVERY 6 MONTHSo Clean and lubricate barbells

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STAFF PURCHASES

Staff is entitled to purchase goods and services at FRICTION CROSSFIT's cost. That includes services from other Team members, as applicable.

SUPPLEMENTSStaff may purchase supplements at wholesale cost. The staff member should inquire from the General Manager before purchase.Purchase of supplements is subject to TAXES. However, purchases of supplements by staff members count toward applicable revenue targets.

CLOTHINGFRICTION CROSSFIT Team members are supplied with clothing, as determined by position. However, if they wish to purchase additional clothing for variety (and to avoid laundry), they may do so at FRICTION CROSSFIT's costs. Those costs are:

1. Collared shirts for Trainers - $152. T-Shirts - $93. Hats - $19

Both are subject to TAXES. They MUST be entered into BILLING SOFTWARE at time of purchase, though they may be placed on account. They may also count toward revenue targets, as applicable.

STAFF-STAFF SERVICESBeing fit and athletic, Trainers and other staff may occasionally require the services of the Team Massage Therapist or Physiotherapist or Nutritionist, or another Team member. FRICTION CROSSFIT highly recommends periodically training with other Trainers (outside of Study Group) to continually progress in your Training skills. Since we all benefit indirectly, FRICTION CROSSFIT requires only that the Team member using the service pay the Team member providing the service at his or her own session rate. For instance, when using the services of another Contractor, the Team member would pay the normal rate paid by FRICTION CROSSFIT to that contractor. When using the services of a Team member who’s leasing space from FRICTION CROSSFIT, their normal rates apply, as do TAXES.Any transactions are to be handled between Team members. If the FRICTION CROSSFIT debit machine is used, then the full FRICTION CROSSFIT rate is to be charged, plus any applicable taxes.Examples: Mary wants to get Physio from Bill, the Team physiotherapist. Normally, FRICTION CROSSFIT would charge $45 for this service, and Bill would invoice FRICTION CROSSFIT $25. In this case, Mary would pay Bill $25 in cash or check. If Mary uses the FRICTION CROSSFIT debit machine, the full $45 rate applies (plus TAXES).

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Another example: Bill wants to use Mary’s Massage Therapist skills to relieve lower back tightness. Since Mary is not a subcontractor but a lessee, her full rate applies, plus taxes. Bill may pay in any method he chooses.

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THE CRITICAL LISTThese logical rules are what makes FRICTION CROSSFIT different from every gym, personal training facility, and other fitness facility around. These rules are really what make us successful, and are a big part of the reason we’re constantly growing while many others in our field falter.

1. Do What You Say You Will Do.2. 10-foot rule.3. When retrieving something, run.4. Don’t present a problem without a proposed solution.5. Call Back within 4 Hours.6. The Answer is Always Yes.7. Carry In, Carry Out.8. Back Office appropriate behavior9. Front Office appropriate behavior10. Cleaning Schedule11. Booking Consultations12. Simply Accounting13. Group Signup Procedure14. Selling Tshirts and Supplements15. Garbage locations and responsibilities16. Smile on the phone.17. See it from the client’s perspective first.18. If you can’t put forth your best effort, don’t do it.19. Create an environment.

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THE ESSENTIAL LIST

These things are rules that should be automatic, but may be hard to remember during a busy period. Nevertheless, they are just as important Saturday night as Monday morning. While clients will never complain about any of the things below, they are a huge part of a potential client’s decision to return, and also affect your relationship with other staff and the Management Team.

1. Keep your area clean. Replace all equipment at the end of a session. Place cups, towels, etc. in the proper location. At the end of the day, the facility should be 100% ready for the first client of the next day.

2. Do your accounting entries before you leave for the day. This will help avoid confusion (and cost) at bookkeeping time.

3. After every consultation, fill our a ‘You’re On Your Way Up!’ postcard, and mail it THAT DAY.

4. At the start of your shift:a. Turn on all lights.b. Turn on sound system.c. Turn on promotional DVD in TV.

5. At the end of your shift:a. Close the batch.b. Turn off lights.c. Turn off (or down) air exchange system.d. Set alarm.e. Take your lunch and workout gear with you.f. Lock ALL doors.

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Staff Evaluation Procedures

Staff evaluations will take place after the first month, the third month, and quarterly during the first year. After the first year, the contract should be reviewed with the contractor a minimum of every 6 months, even if there aren’t any issues that are unsatisfactory. Evaluations will be made point-by-point, according to contract. A sample evaluation (contract review) is below.

Contract ReviewContract Terms with Evaluation of Contractor Performance

1. Scout, enroll clients, prepare and implement individualized training strategies for them.

2. Scope, prepare and execute group-training sessions within or outside FRICTION CROSSFIT's training premises based on market demands for group training.

3. Invoice clients, collect monies and write receipts to clients.

4. Assist in the booking of clients by answering phone calls coming to FRICTION CROSSFIT phone line, including messages coming by fax.

5. Assist in maintaining, cleaning, and re-supplying consumables for the facility.

6. Attend bi-monthly sessions for the review of each client’s case with the President. Such sessions will not receive direct or indirect compensation.

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FRICTION CROSSFIT Standards of Care and Behaviour with Evaluation of Contractor Performance1. FRICTION CROSSFIT expects you to arrive on location for training sessions and be ready for it at least

15 minutes before the scheduled time of any session. In the case of consecutive sessions we expect you to commence the session absolutely on time for the second session.

2. Unless in case of emergencies, no cell phone conversation, phone conversation, visit by friends or chitchats with third parties are allowed during a training session or around a client.

3. All training protocols should be laid out at least 15 minutes prior to a session.

4. If a client arrives to a session prior to the scheduled appointment is ready and you are free, your responsibility is to begin the session before the scheduled time for the period of one hour or half an hour, whichever is agreed.

5. FRICTION CROSSFIT expects you not to make public or private statements, remarks, gestures or engage in any form of behavior that may offend or antagonize anyone associated with Catalyst.

6. If you must cancel a session because of illness or force major, you must first contact Catalyst as quickly as possible to give FRICTION CROSSFIT sufficient time to find a substitute trainer or cancel the training session, depending on the client’s wishes.

7. You will endeavor to keep the facilities and equipment clean after usage.

8. You must maintain a dress code such as directed by the president.

9. You must process all communications with clients, other staff members, and the public at large through official FRICTION CROSSFIT channels, including email, phone, and fax.

Comments by Supervisor:

Comments by contractor:

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I’ve read the FRICTION CROSSFIT Team Manual, and agree to do my absolute best at living up to the high standard that FRICTION CROSSFIT requires. I know to bring questions to my direct supervisor, and help others make the right decisions as required.

Name

Position

Date

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