Serra Mesa Club Knowledge

Question 1

If you notice some of the lights are off in the club, how do you turn them all on?

Answer 1

There is a large black wall unit in the hallway leading to our dumpsters. Without having to open the unit, there is a small interface with a button that says “All On”. Hit it twice and you should hear it turning any remaining lights on.

Question 2

It starts to rain in the club, what should you do?

Answer 2

Add a yellow caution sign to the lobby and rotate the mat by the door longways.

If the floor becomes wet, wipe down with towels.

A member slipping and getting injured is a huge liability, anytime there is water on the floor we must do our best to dry the area.

Question 3

When leaving notes for management, where should they be written?

Answer 3

In the black binder labeled, “Questions, Comments, Concerns”

Question 4

How many times can a member use a Groupon?

Answer 4

Once. It is also listed in the terms and conditions on the add.

If a member wants to activate another, apologize to them and let them know you will waive their enrollment fee to get them started.

Groupon will refund their payment when called and asked.

Question 5

How long after a PIF membership can members renew at the same rate(a rate within reason)?

Answer 5

Within 1 month.

If a member returns after long period of time, their rate is considered expired.

To compromise, you can give them our new rates with up to 3 months extra.

Question 6

If a new prospect comes into the club asking to do a PIF membership and wants a discount, what $ discount can you take off the price?

Answer 6

Unfortunately, we do not discount price but can add 1-3 months onto their membership.

Question 7

Are extra months guaranteed on a PIF membership?

Answer 7

Extra months are a promotion.

If they were looking forward to it say, “unfortunately, that was a promotion we were having at the time. I’ll throw an extra month on there for you this one time though”

We always trying to lessen the amount of free time and raise the minimum rate.

Question 8

How long are Personal Training Sessions?

Answer 8

60 minutes (5 minutes for trainer to prep-50 minute session-5 to clean up-have post workout conversation with member)

30 minutes (25 minute session-5 minute to prep/clean up)

Question 9

If a member calls and wants to see the location or try out the club, how do we send them a guest pass?

Answer 9

While on the phone with prospect, go to crunch.com and hit “free trial” in the top right corner.

Fill out their info so they can get a free pass in their email.

This also automatically adds them to our email list as well. We can later send them promotions!

Question 10

How often can people use a free guest pass?

Answer 10

Once a year.

If need be, you can reduce a guest pass from $15 to $10 or offer to reduce/waive their enrollment fee to get started.

Question 11

Why do members need to be a San Diego resident to use a guest pass?

Answer 11

Guest passes are for prospects to try the gym in hopes of getting a membership.

Visitors from out of the city are looking to use the gym while in town and are required to pay for their time here.

Question 12

For a trial, what forms of ID can they use?

Answer 12

California Divers License or any local ID (School ID, work ID, lease agreement, SDG&E bill)

While they are looking for that identification, help them by filling out the guest pass in the meantime.

Use your best judgement and ensure a good experience to guests.

Hold ID or a form of ID at the front to ensure guest comes back to see you go over membership plans/sign up.

Question 13

The scanner isn’t picking up scans, how do you troubleshoot?

Answer 13

Resetting the computer will usually always fix scanner problems.

Question 14

The music is playing what seems to sound like elevator music nonstop, how to do you reset it?

Answer 14

The CloudCover music box n the back closet, next to the exit for the dumpsters. It’s a small black box with an illuminating blue cloud on the top. Unplug the power cord and reinsert after 30 seconds. This should reconnect to the internet. If not, their may be problems with the wifi/internet.

If their is no problems with the wifi/internet, call the CloudCover support number listed on the top on the box. They are INCREDIBLY helpful.

Question 15

Is chalk allowed in the club?

Answer 15

We have a no chalk rule at our location. Let members know what we have a no chalk rule but if they are able to completely clean up the equipment and their area, we can be lenient.

When noticing chalk on floor/equipment during your shift, do more walk throughs to find the source.

Highly recommend liquid chalk!

Question 16

Shoe Policy?

Answer 16

Members must wear closed toe shoes at the club. This is because our insurance does not cover injuries resulting from members and guest.

If you notice a member without shoes, apologize, ask them if they have shoes in the car and let them know why we have that policy. If they don’t have extra shoes, let them know they’re good today but to bring them going forward.

Yoga or using the shower are the exceptions to this rule.

Question 17

Treadmill is reading an error, what’s an easy fix?

Answer 17

In the front of the treadmill, near the silver plated box is a power switch. To reset turn the power off for 10 seconds and turn it back on. This resets most error messages.

Question 18

A machine is down, now what?

Answer 18

Put a maintenance sign on the machine. These signs are in the front of the black comments and concerns binder.

After, text Angela which machine is having problems and what the problem is. This will then be referred to our maintenance

Question 19

How long are we able to freeze memberships for?

Answer 19

Members can freeze memberships three months at a time. Up to 6 months a year.

Question 20

Do Annual Maintenance Fee’s come out during a freeze?

Answer 20

Freezes cover monthly dues but not AMF’s. The yearly fee holds members membership rate, covers maintenance and clearing costs through the year.

Question 21

How many times a year can guests use a free Day Pass?

Answer 21

Once a year.

When a guest pass comes in, use the CA DL to look them up, if you see a guest pass on there, check the “agreement” club number(7619) to make sure the guest pass was from our location.

You can check the date on the last guest pass by clicking on the name and check the date it was used in the “Agreement” tab. Similar to where the date would be on a PIF membership.

~Use your best discretion on a case by case~

Question 22

What channels should the tv’s be on?

Answer 22

The first row (in our cardio section) should have 1 tv with sports 1 TV with Fox News, and the other a drama or game show.

Middle Row: CNN and sports

Last row: 2 different channels of sports.

Check tv stations each shift as we often change several tvs throughout the day.

Question 23

Can Peak Results Guests come in when their member is on the way?

Answer 23

Let them know they’re good today but typically the Primary member needs to be there. While they are signing in on the iPad, ask for the first and last name of the Primary member to make sure they have guest privileges.

Waiting on the member can be tiresome, this can sometimes lead to a guest eventually getting their own membership.

Question 24

A past member comes in and wants their old $9.95 rate. How do we respond?

Answer 24

Apologize to the member that we no longer have those rates but let them know that you will take care of their $49 enrollment to help them out. Let them know that you also want to cover the cost of a training session with a trainer as well.

With the raising cost of rent, cleaning products, minimum wage, utilities and other additional costs, we were forced to bring our membership rates up.

Question 25

How to turn on hot water heater?

Answer 25

Open the left breaker box in the back hallway, Under the Red labelled fire sticker (switch 11) flip off for 10 seconds, then switch back on, in closet room turn both heaters back on by holding down power until both read 115 degrees.