Major Management Training Revised 11/23/2016pfsoutheast.com/wp-content/uploads/2016/11/Major-Management-Training... · Nov 23, 2016 MAJOR TRAINING MANUAL Page 4 The Four C’s 1.

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

Nov 23, 2016

MAJOR TRAINING MANUAL

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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.


_____ Turn the music off

_____ Turn fans off

_____ Stop all POS transactions and close out the drawer

_____ End all BCM area use


_____ 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:

Major Management Training Revised 11/23/2016pfsoutheast.com/wp-content/uploads/2016/11/Major-Management-Training... · Nov 23, 2016 MAJOR TRAINING MANUAL Page 4 The Four C’s 1.

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