S.M.A.R.T - Follow-up Member Phone Support Script

SCRIPT – 1ST NEW MEMBER SUPPORT CALL (3 DAY) Made after 3 days from joining

Y

Hi is that (their name). Hi , this is (your name) from (club). How are you today?

I’ve called for a couple of reasons. The first is to thank you for becoming a member and secondly to find out how you are enjoying the club (refer to your tracking card to see if the induction would have been held so that you can ask how it went – if they haven’t had it yet and there are no other facilities for them to use until that point, check that they have all the information they need ready for the induction and to use the club). BE NICE! – let them know it’s okay to feel sore after their first few workouts

Y Now remember if you are having any problems with your programme or results let me know right away and we can adjust things for you.

Also, before I forget, when you joined you were given five VIP passes for friends and family members and you were going to think about who you wanted to give them to as a gift. If you give me their details now I can set the passes up for them.

You can then let them know they are ready and ask them to give me a call to collect them. Remember, they are only valid for the first 30 days of your membership.

Great, well I’m glad to hear you are enjoying the club and hopefully your friends will be joining you. Now if there is anything we can do to help you please do not hesitate to call or ask at front desk when you’re next in. I will give you another call in a few weeks to make sure everything is going well. We will see you soon then.

SCRIPT – 2ND NEW MEMBER SUPPORT CALL (10 DAY) Y

Hi is that from

. Hi this is club, how are you enjoying the club and your membership?

What are you enjoying the most?

(Talk about their programme and help them if they are having any problems)

Y

That’s great, the other reason why I am calling is because as a new member you are entitled to 5 VIP Guest Passes which you can give away to friends or family members within the first 30 days of membership. Since the 30 days is almost up I thought I would give you a courtesy call so you can use them.

You still have (?) passes available. Now all you have to do is give the Guest Passes to friends and they will receive 5 free days of full use at the club with absolutely no obligation. This gives them a chance to try us out and you the chance to work out with a friend. So would you have a friend or family member who you would like to give this to. What’s their name?

Now what I will do is get you to give them a call and let them know that you’re giving them this special VIP pass to the club and we will follow them up with a call in a day or so and to find a convenient time for them to be shown through the club.

By the way what is their contact number?

Great! Well I am glad to hear you are enjoying the club and hopefully a friend will be joining you. Now if there is anything we can do to help you please do not hesitate to call or ask at the front desk when you are next in. Well, we will see you in the near future at the club okay.

Have a great day