If a photo is not available, the responsible person must take a photo.
Tag Management Procedures
Taking Photos
Emphasis on the importance of taking photos of tags, as it relates to member identification and system updates.
Note: If unable to take a proper photo, follow further instructions regarding tag reassignment and reporting issues.
Tag Functionality Issues
If a member's tag does not work, it could be due to several reasons:
- Photo requirement not met (cannot take a photo).
- Tag might be faulty or not registered in the system.
Example Situation:
- If a member's tag is in good physical condition but is malfunctioning, the tag may need to be reassigned.
Tag Reassignment Process
If a tag number disappears from a member's profile:
- The system allows for reassigning the tag.
- Reassignment process involves resetting or re-adding the tag number to the member's profile.
Common reasons for tag reassignment:
- Faulty tag or system error.
Identifying a Faulty Tag
Signs of a faulty tag:
- If the tag number cannot be read – blurry text or unreadable markings.
- If the system displays a red error message stating "unable to update this tag."
- In these cases, the protocol is to drop the faulty tag and issue a new one to the member.
Reactivation Procedures
Linked Products Requirement
Reactivation of a membership must always be linked to a product:
- When a member rejoins Planet Fitness, a link must be created for either a tag fee or a reactivation fee.
Sales staff must ensure that the correct fees are selected during contract processing:
- Must clearly communicate the reactivation fee details when capturing contracts.
Handling Fee Errors
If there is a mistake and a tag fee is linked by the sales staff:
- Instruct sales to remove the erroneous tag fee from the member’s profile.
Ensure proper communication with the member regarding potential charges associated with new tag reissue.
Sales Process
Promotions Awareness
Sales personnel must be aware of any promotional offers affecting membership fees:
- Example: If a promotion indicates a joining fee of $0.00, sales should select the correct promotional option in the system.
- Ensure the system reflects accurate billing practices (e.g., no joining fee and automatic credit to the member).
Conclusion and Next Steps
Following the meeting, staff are prompted to head back to their work areas.
Quick reminder of using the system properly and managing member interactions effectively while ensuring compliance with company policies and procedures.
Reiterate the importance of clear communication among team members, particularly during the membership reactivation process and capturing essential member data.