You play a vital role in the client’s journey with us. There are some important elements you should know fluently to ensure this is smooth and we provide consistency across the team.
Greeted by front of house; hello/ eye contact/ learn names.
Ask for their surname and use their first name when you find them. For example, “Amazing Sam, you are on Run 3, can I pre-order you a shake?”
Whenever possible/ appropriate. Make conversation, engage & get to know our clients. This is what builds a community & brand loyalty.
CLASSPASS clients will be automatically allocated a Rig spot, if the class is under 18 clients, you can offer to move them to a Run spot.
If new, ensure they know where everything is and that they need to be ready, outside the studio at XX:25 for their studio induction. This is non-negotiable.
Clients can hire a water bottle free of charge; note their name & the bottle number on the relevant sheet. There is a £25 charge for unreturned bottles.
If appropriate, make conversation, find out how their class was, use their name, show that you give a shit.
Ask when they are next booked in; facilitate that process.
Always say goodbye and thank you! (Remember they have options and they choose to train with us!)