Major Management Training Revised...
Transcript of Major Management Training Revised...
MajorManagementTrainingManualRevised11/23/2016
Nov 23, 2016 MAJOR TRAINING MANUAL
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TableofContents
The Judgement Free Zone ........................................................................................................... 3
The Four C’s ................................................................................................................................. 4
5 Main Things .............................................................................................................................. 5
The Value of Systems .................................................................................................................. 6
Stages of a Sale ........................................................................................................................... 7
New Employee Training ............................................................................................................... 8
Staff Training Review ................................................................................................................... 9
Info Call Review......................................................................................................................... 11
Miscellaneous Policies ............................................................................................................... 12
Planet Fitness University ........................................................................................................... 13
Annual Fee Info ......................................................................................................................... 13
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TheJudgementFreeZone
PlanetFitnessistheJudgementFree
Zone.Wedon’tcatertobodybuilders
orpowerliftersandfocusongeneral
fitness.Mostofourmembersarefirst
timegymuserssowewanttocreatea
comfortablenon‐intimidating
environment.
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TheFourC’s
1. Community‐Ourfirstpriorityispeople‐members,co‐workers,andyou.
• Members‐A“Hello”and“Goodbye”saysyou’renotjustanumber.
• Teammates‐Worktogetherandneversay“That’snotmyjob.”
• You‐Makesusnotjustagym,butPlanetFitness.
2. Cleanliness‐It’sthenumberonewayweshowmembersthatwecare‐aboutthemandourPlanetFitness.
3. Character‐Trustworthiness,respect,responsibility,fairness,caring,community:thesearethethingswelookforinourteam.Youcan'tseeit,orfeelit,butyouknowandvaluewhensomeoneshowsit.
4. ChristCentered‐Evenifacommunityoffaithisnotpossible,acommunityofacceptanceis.
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5MainThings
1. Greeting–Hello&Goodbye
a. Everymemberthatcomesingetsahelloandeverymemberthatleavesgetsagoodbye
2. PE@PF
a. PresenteverynewmemberwiththeDYObinder
b. Consistentlypointpeopletotrainingclasses
3. Tours
a. “Letmegetyoutosign‐inandIwillshowyouaround”forALLb. potentialmembers
c. Bewaitingonthemtofinishsigning‐in
d. Tourtheclub,startingwiththeJFZ
e. Sitdownandpresentpricesandrecommendthemembershipthatisbestforthembasedontheirneeds
4. Cleaning
a. Cleansectionsatdesignatedtimes
b. Wipeandvacuumyoursectioncompletely
5. InfoCalls
a. FirstquestionisALWAYS“Areyouacurrentmember?”
b. FollowtheinfocallscriptEVERYCALL
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TheValueofSystems
Thesystemrunsthebusiness.Thepeoplerunthesystem.Thesystemintegratesalltheelementsrequiredtomakeabusinesswork.Ittransformsabusinessintoamachine,ormoreaccurately,becauseitissoalive,intoanorganism,drivenbytheintegrityofitsparts,allworkinginconcerttowardarealizedobjective.AtRayKroc’sMcDonald’s,everypossibledetailofthebusinesssystemwasfirsttestedinthePrototype,andthencontrolledtoadegreeneverbeforepossibleinapeople‐intensivebusiness.
o Thefrenchfrieswereleftinthewarmingbinfornomorethansevenminutestopreventsogginess.AsoggyfrenchfryisnotaMcDonald’sfrenchfry.
o Hamburgerswereremovedfromthehottraysinnomorethantenminutestoretainthepropermoisture.
o Thefrozenmeatpatties,preciselyidenticalinsizeandweight,wereturnedatexactlythesametimeonthegriddle.
o Pickleswereplacedbyhandinasetpatternthatpreventedthemfromslidingoutandlandinginthecustomer’slap.
o Foodwasservedtothecustomerinsixtysecondsorless.o Discipline,standardization,andorderwerethewatchwords.o Cleanlinesswasenforcedwithmeticulousattentiontothemostseemingly
trivialdetail.
Ray Kroc was determined that the customer would not equate inexpensive withinattentiveorcheap.Nowherehadabusinesseverpaidsomuchattention tothe littlethings,tothesystemthatguaranteedthecustomerthathis/herexpectationswouldbefulfilledinexactlythesamewayeverytime.Thequestionyouneedtokeepaskingyourselfis:HowcanIgivemycustomertheresultshe/shewantssystematicallyratherthanpersonally?Putanotherway:HowcanIcreateabusinesswhoseresultsaresystems‐dependentratherthanpeople‐dependent?Systems‐dependentratherthanexpert‐dependent.
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StagesofaSale1. SignIn
a. “LetmegetyoutosigninandIwilltakeyouonatour”b. **Everyguestmustsignin**
2. Meet&Greeta. Walkaroundthedeskandbereadyfortheguestbeforetheyaredonesigning
in,shaketheirhand,introduceyourselfb. Letthemknowthehours,PE@PFinfo,1000+locations,PlanetofTriumphs,
andJFZ
3. Toura. Followthecorrecttourpath,leadingtheguestaroundb. DescribingeachstationaseachisdescribedPE@PFmustbementioned
minimum5times
4. Information/pricepresentationa. Sitdownatatable,coverPE@PFsheetandrulesandpoliciesonthebackb. Pricepresentation‐
i. Startwithstandardmembership1. Explainthetwooptions(oneifwearerunningacorporatesale),
cancellationpolicy,billedtocheckingmonthly(routingandaccount#’sneeded)Subjectto$39annualfee(timeofyear)
2. AnyQuestions‐Pausefor3secstoallowmembertolookonelasttime,thenflipovertoBCMside.
ii. NextisBCM1. ThisMembershipisonly$19.99/Month2. BilledMonthlytocheckingaccount3. 1yearprogramwitha$58buyoutfeeSubjectto$39annualfee
(timeofyear)4. ThisMembershipincludes(Listallbenefitsinorder)
a. Askifeachbenefitwillbesomethingtheythinktheywilluse
b. 2ormoreyes’sandsuggesttheBCM,lessthan2suggeststandard
5. Agreementa. FilloutanagreementontheiPad,selectenterdebit/creditcardinfofor
startup/prorate
6. Fitnesstraininga. Ask“Whattimeisgoingtobebestforyoutomeetwithourtrainer?”andget
themsignedupforaDYOclass
7. Takepicture,keytag&T‐shirt.a. Taketheirpicture,getkeytag&tshirt,“Thanksforcomingin,haveagoodone!”
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NewEmployeeTrainingDay1
o The4C’s&5MainThingso JFZo Checkincomputer,helloandgoodbye.o Whatcanyoutellfromthescreenwhenapersonchecksin?o Membershiptype,hard/softdeclines,statusalert,billingtype,billstartdate,usage,
billinghistory…o Frontdeskoperationso Tanningbedoperationo Allguestregisters,whattheyareusedforandwheretheyarekeptandPE@PFsign
upso Takeemployeeonafulltourandwalkthemthroughsigningthemselvesup(useas
BCEMPmembership)o POScomputero Filemaintenance,cancelationso Cleaningo Introductiontoinfocallsandmockagreementso CompletePFUInfoCallcourseandPFSecuritycourseathome
Day2o Reviewday1o Transfers(memberalertsandtransferwebsite)o Onaccountpayments,clubaccountpayments(howtoandwhatthedifferenceis)o Cleaningo Diverightintoinfocalls….practice,practice,andpracticesomemoreo Bathroomchecksandwalk‐throughso Infocallsagaino Intrototourso CompletePFUTourcourseathome
Day3o Tourso Completionofagreements/conversionso ContinuedTraining:RFCpolicy,renewalpolicy,stafftrainingreview
SignwhencompletedanduploadintoemployeefileonDrive.EmployeeSignature:______________________________________ Date:___________________________ManagerSignature:______________________________________ Date:___________________________
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StaffTrainingReview
1. Whatisaprorate?
2. Whatarethe4C’s?
3. Whatistheguestregisterusedfor?Whoshoulduseit?Whatdoyousaytotheguestwhentheyfirstcomeinandaskaboutrates?
4. Whatisthe10/5rule?
5. Whatisthejudgmentfreezone?
6. Whatisourcancellationpolicy(how,whatdaytocancelby,whatdoyouchecktheiraccountsforbeforetheycancel)andwhatdayofthemonthdowebillon?
7. Whatisexpectedofanemployeeonanhourlywalkaround?Bathroomcheck?
8. Howmuchisadayfee?HowmuchistheFranchiseFee?
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9. WhydoesPlanetFitnessnotcatertowardsbodybuildersandpowerlifters?
10. Whatdaysaretheannualfee(s)?Whendoyouhavetocancelbytoavoidthem?
11. Whatisaninfocallandwhyisitimportant?
12. Whatarethetwotypesofbalances?
13. Listthreereasonswhyamembercanhaveabalance.
14. Whatisthedayfeeprocedure?
15. Whatdoyoudoifsomeonebrings2guests?Whatifsomeonebringsachild(under13)?
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InfoCallReview
1. WhatistheJudgmentFreeZone?2. Whatisthefirstquestionyoushouldaskonaninfocall?
3. Whatarethecurrentratesandterms?
10NR‐
15NR‐
BCM‐
4. Explainthe12monthprogramcompletely.5. Howdoyouexplainwhatequipmentwehave?
6. Howdoyoucloseaninfocallandwhatinformationdoyouneedtohave?
7. Whattypeofvoicetoneshouldyouhaveduringaninfocall?
8. Whatarethedirectionstogettoourclub?
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MiscellaneousPolicies
RFCPolicy
Ifthememberreturnsaftertheiraccounthasbeenreturnedforcollections,theypayprorate+startupjustlikeanormalmember.
EFTPaymentPolicy
Ourclubsarecheckingonlyclubs.Thismeansthataroutingandaccountnumber(papercopy/voidedcheckpreferred,notrequired)isrequiredforallnewmemberships.Anyonewhodoesnothavetheirroutingandaccountnumberwillnotbeabletosignupforadraftedmembership.CreditCardswillbeacceptedasaformofsecondarybillingonly.Optionsforthemember:
Lookupinfoonsmartphone Callbank Pictureofcheck Gotoyourbankandgetafreeprintout Buythe$199/18monthsPIFmembership Signuponlinewhentheygettheinfo
DayFeePolicy
Referredtoasa“DayDeposit.” Alldayfeesareofferedatour. Theguestsignsinontheguestlog. Copyofthelicenseisrequired. Goovertherulesandpoliciesindetail. RingupthedayfeeonABC $20dayfee(HalfoffwithMilitaryID).
CollectionsPolicyOutsideofmanagerapproval,feesareonlywaivedforswitchingtochecking.Monthlychangesduetotextmessage/emailpromotionsmayapply.SeeRM.
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ClubClosingProcedures
60 minutes before closing:
_____ Notify every member that comes in that you will be closing and what time you will be closing at.
15 minutes before closing:
_____ Turn the music off
_____ Turn fans off
_____ Stop all POS transactions and close out the drawer
_____ End all BCM area use
5 minutes before closing:
_____ Perform walk around
_____ Turn off TVs
_____ Let all members working out know they need to finish and exit
_____ Let all members in restrooms know they need to finish and exit
Closing time:
_____ Perform final walk around
_____ Clear the building (Gym floor, BC area, Restrooms, Offices)
_____ Shut down computers
_____ All employees clock out
_____ Every staff member ensure every exterior door is locked
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PlanetFitnessUniversity
1. Gotowww.planetfitnessuniversity.com2. Enteryourloginusernameandpassword3. Click“LoginNow”
Username: _________________________
Password: __________________________
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How‐To:DealwithAnnualfeeconcerns
(Oct1example)
Always be polite and understanding. Members are upset because money got taken out of their account that they weren’t prepared for.
Walk through these steps, in order, as needed:
1. Listen to the member and determine if we did anything incorrectly and that nothing is wrong with the situation.
2. Explain what the charge is. “Once-per-calendar year on Oct. 1st. You had to cancel by Sept. 25th to not be billed on Oct. 1st.”
3. Let the member know we always have the sign posted behind the counter with the date of the annual fee and we have it written on all info sheets and agreements.
4. Offer to print out the membership agreement showing where the annual fee was explained to them.
5. Apologize for the inconvenience, but let the member know we do not issue refunds. (Common reasons members ask for a refund: overdrafted my account, haven’t been in a long time etc.)
6. If the member wants to cancel, they are more than welcome to. 10/1/16 will be their last bill date. If they come in follow the correct cancellation procedure (buy out fee may be applicable) by 10/10/16.
7. All issues should be handled in club, the GM has the final word as long as step 1 is handled well.
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Refunds will be given out only if we made an error. Example: someone cancelled after 9/25 and had the wrong “last bill date”.
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AnnualFeeSchedule: