downgrade & transfer

Membership Fee and Downgrade Process

• The membership fee will decrease when a member opts to downgrade their membership.
• Downgrading is not free and incurs an admin fee of $200.
• The admin fee must be paid immediately after the downgrade process has been completed by customer service.
• Payment of the admin fee can only occur once the downgrade has been actioned by customer service; it cannot be paid beforehand.

Steps for Downgrade Processing

• Confirm the member's eligibility for downgrading.
• Explain the options available to the member and the associated admin fee.
• Log the case in the queue contact system under the section for admin membership administration downgrade.
• If during customer service operating hours, advise the member to call customer service with you for assistance.
• If you are logging a case and the member is calling customer service simultaneously, there is no need to add a note as the member will communicate directly with customer service.
• When adding notes about the downgrade, ensure they are detailed and clear if customer service is not involved directly with the member.

Membership Transfer Process

• Members have the option to transfer their membership from one club to another, which is referred to as a transfer.
• Before proceeding with a transfer, check the member's eligibility:
    - The member must be an active member.
    - The member must not owe any money (not in arrears).
    - If the member has partner benefits, they must adhere to a sixty-day rule before transferring.
    - Public members can transfer anytime as long as they are active and not in arrears.

Informing Members About Transfers

• Explain to the member that their membership fee may change depending on the club to which they are transferring:
    - Membership fees may increase, decrease, or remain the same based on the new club's fees.
• Emphasize the importance of understanding the facilities available at the new club, which may differ from their current club:
    - Highlight that they may lose access to certain facilities they are accustomed to.
    - Suggest that the member visits the website to view the facilities at the new club before transferring.

Example Scenario of Transfer

• For instance, a member currently training at Potchefstroom is considering a transfer to Centurion (HENOPS).
• It is recommended to show the member a comparison of the two clubs, highlighting differences in:
    - Available equipment and facilities (e.g., functional training areas, indoor cycling studios).
    - Amenities like free parking, free WiFi, juice bars, and training areas.
• If a member desires to see a virtual tour of the new club, offer to video call the reception manager for a walkthrough.

Transfer Fee Structure

• An admin fee of R200 is involved for members transferring to another club.
• Special consideration for members transferring due to relocation:
    - If a member has to move for work-related reasons, they can request an immediate transfer despite the typical restrictions that might apply to partner members.
• Clarify to the member that if they do not specify when they want the transfer to occur, customer service will process it according to their standard procedures.