Member Services

Why?
- By giving out prices directly, it changes the way a customer sees the membership. They will judge based on a price, rather than seeing the value (the support, inclusions, programs ect). On reception, we don’t have the time to show them the value, which is why we have a member services team.

- We also run the risk of giving out incorrect information which may impact the customers return to the centre (eg. Concession discounts ect.). If we give them a higher amount, they may not come back and therefore won’t start their journey of being more active more often. If we give them a price that is too low, they’ll be disappointed in the misinformation resulting in losing trust in the information we provide.

Avoid directing them to the website​
Why?
- We want them to follow the journey – connecting with member services (we can then find out their emotional needs and wants and help them to achieve their goals), giving them a support person and guiding on the correct path.

- By directing them to the website, we lose the personal connection and become like any other facility. A lot of the time if someone has physically come in, they want a human connection or further information. Otherwise they would have just looked on the website themselves (they probably already have)

Try not to let them leave without a follow up:

- First option – Book an appointment
- Second option – Take details and get MC to call

If someone leaves, they are likely to never come back and begin their health and fitness journey.

If they would like to book an appointment with a Membership consultant

- Call member services and see if available

- If not, book an appointment (if you don’t know how, please get assistance from senior CSO)

- If they don’t want to book an appointment, grab their phone number and/or email address and submit through the form below and let them know someone from the member services team will be in contact to answer any queries they have. Offer for them to have a look through the aquatics area.

- Call member services and see if available

- If not, thank them for coming into the centre today and book an appointment. Email Member Services Team Leader once booked.

- If they don’t want to book an appointment, grab their phone number and/or email address and fill in the form on the Ipad and let them know someone from the member services team will be in contact to answer any queries they have. If they wish to look through the gym, they must sign and complete the visitor register on the ipad in full (must have enclosed shoes).

 

 

Either can be produced:

• A current roster that states where they are working/their roster structure proving they are FIFO
• A letter of employment or from supervisor/manager stating they are currently employeed as a FIFO worker

As FIFO members are on a discounted rate and already fly consistently we require proof of their travel plans. eg- Itinerary with specific dates, hotel confirmation etc.

If a member changes to a FIFO career we are able to book them in with the membership team. As the FIFO contract is different to a general membership they will need to be run through terms and conditions.