"What Should I Do?" Handling member issues + common questions

This article explains what to do if you are faced with a situation in the studio that you are not sure to handle.

Popular topics;

• How do I request time off?

• Where are the links for team meetings and video 1/1s?

• What if I need to call in sick?

• Where are answers to Sales Associate questions?

• Where are answers to Stretch Practitioner questions?

Communication

CUSTOMER SERVICE / ESCALATED ISSUES:

If a member is upset or has a question you are not sure how to answer accurately, the first step is to

1. let them know we care and we want to take great care of them! We always want to find a solution that leaves them happy whenever we can :)

2. If your Studio Director is present, see if they can take care of the issue right away.

3. Note the conversation in Club Ready.

4. If the Studio Director is not available at the time, take time to listen and show care, and explain that we want to take care of them as quickly as we can. Let them know you will notify the Studio Director to contact them right away and to please allow 1-2 business days for the Studio Director to respond.

5. IMMEDIATELY set a red task for your LSA.

6. If they have an invoice they are concerned about that will run within the next 2 business days TEXT Jennifer.

7. If 2 business days have passed and they call back and if the LSA has not reached out, let them know this is an unusual situation that the studio lead has not responded and you will pass the info on to your regional manager. IMMEDIATELY set a red task for your regional manager and indicate the member has been waiting for response.

8. If they are very upset / demanding or rude, you can pass along Jennifer's Google voice business number that they can call or text which is 801-960-3198. If someone very upset will be reaching out to Jennifer please send her a text or Slack message so she can be prepared for the call. It is always our goal to handle any account or studio issue quickly before it grows!