Email Inbox Sorting

Here at Stretch Zone our studios use Outlook for company emails and documents. As part of each shift, Sales Associates are expected to review and "clean" the email inbox several times throughout the day (just like we check the text message SMS tab in Club Ready).

 

Why? Important and timely messages are there! Some members prefer to email about same day scheduling or changing their appointments, or about urgent customer service issues that need attention.

 

Below you'll find the folders that appear in the inbox and an outline of what kind of email steps should be taken to keep the inbox tidy and everything flowing smoothly for your studio.

 

How to File Emails into their Folders:

• Conversation History

  • Emails from Customers & Prospects:

    • COPY the email and PASTE it into the Notes section of that person's profile in Club Ready.

    • Where the Notes dropdown asks "Was There Any Contact Involved?" choose "Customer Emailed Us".

    • DO NOT RESPOND TO THE CUSTOMER EMAIL IN OUTLOOK. Instead, respond to customer emails from inside the Work It tab in Club Ready so that we have an automatic history in Notes of the conversation.

    • Create a follow up task if needed so the matter gets the attention required.

    • File the original email from the customer in Outlook into the Conversation History email folder to indicate that the matter has been acted on.

    • Repeat these steps until resolved if the customer continues to email us.

    • FOR REFUND REQUESTS OR BILLING/CUSTOMER SERVICE ISSUES: use the above steps;

      • copy and paste email into Customer profile Notes

      • attempt to resolve in a positive way (always get on the phone when attempting to resolve issues for a better customer experience).

      • If you're unable to fully resolve, let them know that a manager has been notified and will be in touch

      • create a task for the Lead Sales Associate and mark it red and high priority

      • LOG ALL COMMUNICATIONS in the Notes tab

      • file the email in the Conversation History folder

  • Cancellation Request Email Notifications (automated notification):

    • No action needs to be taken from the email, just an awareness for the staff that this person has initiated the 30 day cancellation window and we want to show them some love, let them know they will be missed when we see them in studio, and hopefully persuade them to stay or come back very soon!

    • This also signals a management level task to set their remaining session credits to expire in 90 days.

  • FREEZE REQUESTS [IMPORTANT!]

    • These DO require immediate action.

    • A Freeze request is complex enough that there is NOT a Club Ready automation in place. When a Freeze is initiated by the Customer with the link we send nothing changes automatically on their account.

    • When you see the Freeze notification in the email, the information has already been added as a note in the Customer account so there is NO need to copy and paste the contents of the Freeze email.

    • At this point, an automated task has also been assigned to the general Sales Associate Tasks area called "Flex Freeze: review account". This signals for the Sales Associate (the person checking emails) to complete the Freeze in the Agreement -> Full Details -> Freeze Agreement section of the account (always manually adding the $10 per month Freeze fee), or communicate with management by setting a Task from within their Customer account that is assigned to the Lead Sales Associate or Regional Manager if Sales Associate permissions do not allow ability to Freeze accounts.

      • IF THE FREEZE START DATE IS WITHIN THE UPCOMING 72 HOURS (3 DAYS), PLEASE CODE THE TASK AS RED AND HIGH PRIORITY, AND TEXT THE LEAD OR MANAGER THAT IT NEEDS TO BE IMPLEMENTED ASAP. This will prevent significant issues for the customer and the staff :)

    • The person implementing the Freeze on the account would then check off the task for "Flex Freeze: review account" so that anyone looking can easily tell it has been done. The account will also have a bright blue ribbon across the top of the main page indicating a freeze is in place and that sessions cannot be used for booking stretches.​

  • Chargeback Notifications

    • Leave this in the inbox for your studio lead LSA to manage.  When correct action has been taken, LSA can file it in the Conversation History folder.​

• Between Studio Convos

  • These are just communications from one of our Utah studios to another, maybe passing a lead or talking about events or clients. It's just a place to house these email conversations once no more action is needed. This way there is a history.​

• Documents Shared

  • Notification emails of any Word or Xcel documents or pdfs that have been shared to the studio account should be here so they can be easily found later

• Sent to Jennifer

  • Any marketing or business related, or anything you are not sure what to do with please forward to Jennifer at stretchthislife@gmail.com and file into the "Sent To Jennifer" folder. This helps Jennifer check only one inbox and see everything that needs her attention :). Thank you!!

  • Please ONLY file an email in this folder AFTER it has been forwarded to stretchthislife@gmail.com

• From Utah Leadership

  • This will be important stats and updates about the growth of each studio and Stretch Zone, including weekly reports. These could come from Jennifer, Matt, Rich or Doug.  Please open these and leave the pdf tab up so staff can access the information, file into the "From Owners" folder once it has been shared with the staff for 3-5 days.

• From SZ Corporate

  • Automatically sorted into this folder are the emails on Marketing Monday, StretchNet updates, Flex Rewards Points and KNETK if you'd ever like to view them.

  • Use this folder to file away miscellaneous mass communications from Stretch Zone once the right people in studio have seen them.

• RSS Subscriptions

  • This is a default folder created by Microsoft that we generally do not use.

• Surveys/Reviews

  • As we get notifications from Session Surveys or Google Reviews please file them here.

• Voicemails (completed)

  • Voicemails from Customers & Prospects:

    • COPY the email and PASTE it into the Notes section of that person's profile in Club Ready.

    • Where the Notes dropdown asks "Was There Any Contact Involved?" choose "Customer Phoned Us"

    • Before pasting the note into Club Ready, type "Voicemail Transcription:" so that it makes more sense to people seeing it later.

    • Respond with a phone call or text (whichever is most appropriate- usually if they have called us they would appreciate a phone call back)

    • Create a follow up task if needed so the matter gets the attention required.

    • File the original email from the customer in Outlook into the Voicemails (done) email folder to indicate that the matter has been acted on.

 

 

***Thank you for your help in keeping studio communications organized! This helps our clients have a great experience with us and keep our studios professional, poised for more growth, and stress in check.

 

IF YOU NOTICE AN EMAIL THAT DOES NOT FIT WELL IN ONE OF THE ABOVE CATEGORIES OR YOU HAVE A SUGGESTION ON THIS PROCESS, PLEASE FORWARD TO JENNIFER SO WE CAN CONTINUE TO REFINE OUR PROCESSES :)