Service Desk, Member Management, and Program Operations

Vocabulary flashcards covering customer understanding, service desk operations, member retention formulas, program management, marketing strategies, liability, and facility risk management.

Service Desk Management

The point of contact between a fitness facility and a member or potential member.

Member Attrition

The percentage of members who non-renew or cancel memberships.

Member Attrition Formula

$$\text{member attrition} = \frac{\text{\# of members lost (per Year)}}{\text{\# of members at start}} \times 100$$

Average Length of Membership Formula

$$\text{Average length of membership} = \frac{1}{\text{member attrition rate}}$$

Needs Assessment

A systematic process for identifying needs, which includes demographic analysis, competitor analysis, consumer analysis, demand assessment, and financial consideration.

Program Implementation

The stage of carrying out a program, which can be performed in stages.

Process Evaluation

An evaluation method that checks whether program activities are implemented as intended.

Outcome Evaluation

An evaluation method that measures program results in the target population by assessing progress and the outcomes the program is designed to address.

Marketing

The process of identifying what the public needs and determining whether you can provide it at a price that will produce a profit.

Mission Statement

A summary of aims and values of a company, organization, or individual used to develop organization history, distinctive competencies, and organizational environment.

Market Penetration

A marketing strategy that focuses on attracting more participants to establish more programs.

External market

cooperative environment, economic market, competitive environment, social, political, and geal environments

Internal market

member surveys, suggestion boxes, and focus group

Market Expansion

A marketing strategy directed at new markets, typically used when market share is less than 5%.

New Program Development

A marketing strategy focused on updating programs to meet the evolving needs of members.

Diversification

A marketing strategy involving networking diversification to create new products for new markets.

Property Losses

Losses involving buildings, fitness and office equipment, furniture, and fixtures caused by events like fire, smoke, weather, vandalism, or explosions.

Net Income Loss

An income loss or expense increase resulting directly from an unexpected event.

Liability Losses

Losses associated with bodily injury, property damage, defense costs, and related claims.

benefits of insurance coverage

financial compensation for losses, reduced anxiety and stress, maintenence of safe operation

Personnel Losses

Losses resulting from the injury, disability, death, or resignation of an employee.

Worker's Compensation

Employee insurance providing coverage for medical expenses, disability income, death benefits to replace lost wages, and rehabilitation services to assist employees in returning to work.

Professional Liability Insurance

Insurance coverage for injuries and/or property damage resulting specifically from provided fitness instruction services.

AED Location Requirement

The standard stating that an AED must be located within a 1.5 minute walk from any place in the facility where it could be needed.