Member Services Expectations

Increase Member Level - "get and retain members"

• Begin each day with a plan & end each day with a plan for tomorrow
• Meet and exceed your personal sales goal
• Be the best example of building rapport and developing relationships with all prospective members, guests, and staff.
• Prospect for referrals, generate new leads and enter all leads into GymSales
  • WorkingWell is a great resource to own your neighborhood and community; connect with a minimum to 2 local businesses per week & holding regular community events
• Follow up with existing leads and members in GymSales making 30 connections per day at a minimum (call, text and/or email)
• Within 72 hours of tour and presentation, a follow-up call must be made
• Appointment goals: 3 appointments today, 2 appointments tomorrow, and 1 appointment the next day.
• Confirm all appointments no longer than 24 hours in advance.
• Book appointments with both telephone inquiries & web leads at a target rate of 75%
• Conduct club presentations and tours for potential members, and guests. Target closing for appointment & walk-ins' rate is 70%.
• Connect your members and utilize the Retention Program resources – Fit Start, WAC Fit & Fit Refresh
  • Booking Fit Sessions at the point-of-sale is critical
  • Participate in Team Huddles providing needed information about your new members to ensure the best handoff to the Fitness teams
• Invite and connect members and guests to participate in WAC programs, services, promotions, and events.
• Contribute to your club's social media plan
• Provide education on health, fitness and total well-being via Kinetic (the WAC blog) to engage potential and current members

Teamwork - "your role is more than just selling and retaining memberships"

• Make a difference in people's lives
• Create WAC moments
• You will have a scheduled shift, but this is a performance-based position, you may need to work outside your schedule to hit your goals.
• Fitness, Group Fitness, Front Desk, Kids Clubhouse – you name it – you might be asked to do it.
• Develop yourself personally and professionally by attending and participating in:
  • Weekly one on one with your Sales Manger and/of General Manager
  • All Sales Team Meetings
  • Train with personal trainers, and participate in group fitness classes as well as advanced training programs so you can personally promote to increase participation
  • Continuing education through "WAC University" workshops.
• Participate in your club's Manager On Duty program.
  • Execute a daily walk-through of the facility to ensure proper conditions.
  • Report member and facility issues to the appropriate person to address through the proper club communication channels
  • Know the Safety Manual and follow all insurance, liability, and incident report procedures
• Connect with members while working scheduled shifts at the front desk
• Provide assistance and solutions to members and team members problems
• Participate in the planning of special events and encourage departments to promote member participation.
• Know the “Emergency Action Plan” and follow all insurance, liability, incident report precautions.