Payments & apps

Introduction to Member Interaction Systems

• Overview of the systems used for member communication.
    - Importance of tracking communication with members.
    - Mention of the need for clear tools to facilitate member interaction.

Diarize Me System

• Description of the Diarize Me system.
    - Function: Opens booking slots for classes.
    - Primary Use: Roll call for classes.
    - Special Note: Staff must conduct roll calls for reformer classes, not instructors.

Planet Fitness App

• Features of the Planet Fitness app:
    - Access to buddy tags.
    - Viewing of class schedules.
    - Capability to book reformer classes.
    - Upgrade options available (elevate or buddy).
    - Tracking gym visits.
    - Nutritional tools for members.
    - Community support options.
    - Personalized workout plans.
    - AI coaching features.
    - Access to the blue vault for referring friends and winning prizes.

Four System Rule in Member Assistance

• Workflow when assisting members:
    1. Profile Retrieval: Ask the member to provide their ID number to pull up their profile.
    2. Profile Checking: Required to understand the member's query.
      - Importance: Cannot assist members without accessing their profile.
    3. Apply Business Rules: Explain processes and necessary business rules to the member based on their query.
    4. Log Interactions: Both details of the interaction and actions taken must be logged.

Essential Member Information

• Importance of confirming contact details:
    - Always check for the latest cell phone number and email address when pulling up a member's profile.
    - This ensures effective communication and prevents missed updates or information regarding account issues, such as payment failures.

Members' Financial Obligations

• Example Scenario: Member not receiving important SMS notifications due to outdated contact information, e.g., after a payment bounces.

Member Profile Elements

• Critical components of a member profile:
    - Role: Member.
    - Contract Status: Blocked or legal.
    - Join Date: Specific date of membership initiation.
    - Contract Duration Ending: Date when the minimum membership duration ends.
    - Months Remaining: Information on remaining contractual obligations.
    - Contract Type: Defined as a Debit Order (DO) for payment.
    - Duration and Renewal Information:
      - Membership options include:
        - 24-month contract with limited access.
        - Auto-renewal status (AR).

Membership Type Overview

• Membership Duration Options:
    - Membership requires a contract predominantly comprising of:
      - 12-month or 24-month memberships.
      - Short-term memberships of one (1), three (3), or six (6) months only.

Payment Methods for Membership Fees

• Payment options available at the time of signing:
    - Monthly debit order or upfront payment.
    - Calculating upfront costs:
      - Example: A 12-month membership priced at R1,299 per month results in:
        - Calculation: $1,299 imes 12 = 15,588$ (base amount).
        - Total costs would include joining fees, tags, and any levy due.
        - Total upfront payment if calculated together: R17,337.
        - Members can settle upfront directly at reception without needing banking details.

Member Engagement and Interaction Tips

• Reminder for staff to engage with members effectively.

• Encouragement to take breaks, manage stress, and remain mentally agile while on duty.