Embedded Files
Listen360SOP.pptx.pdfSOP for Listen 360
Please review the SOP guide on the left. Refer to it if you have questions on expectations or procedure with how to "close out" and document feedback in the Listen 360 platform
Recognizing the +1% has never been so easy!
Recognizing the +1% has never been so easy!
Use the template below to promote Raving Fans service across our clubs:
Use the template below to promote Raving Fans service across our clubs:
Step 1- Review Listen 360 feedback & identify the name drops or special team specific shout outs
Step 1- Review Listen 360 feedback & identify the name drops or special team specific shout outs
Step 2- Adjust the template below and adjust the information as necessary
Step 2- Adjust the template below and adjust the information as necessary
-For CM shout outs, RM/DM should sign, print, and present it to the CM
-For CM shout outs, RM/DM should sign, print, and present it to the CM
-For TM shout outs, DM/CM should sign, print, and present it to the TM
-For TM shout outs, DM/CM should sign, print, and present it to the TM
Step 3- Post the certificate in the break room and spread positive energy across the team
Step 3- Post the certificate in the break room and spread positive energy across the team
*CLICK HERE to nominate these All Stars in the Baseline Employee Recognition Program!!
BLF raving fans recognition template.pptxRAVING FANS RECOGNITION TEMPLATE
RAVING FANS RECOGNITION TEMPLATE
BLF raving fans recognition sample.pdfExample of the Finished Product
Example of the Finished Product
Need assistance with your Listen 360 log-in credentials?
Reset your password by selecting the "Trouble logging in?" link on the log in page
Need suggestions for how to follow up with members?
Use this feedback guide as a starting place. Note that member follow up should not sound scripted and should allow for a free-flowing discussion centered around appreciation for the member and their taking the time to let us know how we are doing. Please be sure to include your leadership team for any necessary strategy or guidance.
L360 feedback template (1).xlsxWant to benchmark against other PF operators who use Listen 360?
Take a look at the document below to unpack overarching themes in member feedback across the Planet Fitness brand.
Listen360 Planet Fitness Benchmark.pdfMember Service Tickets Procedure and Timeliness
Member Service Tickets Procedure and Timeliness
Ensuring a positive member experience is our top priority! When members give us feedback, it is a gift! Let's treat it as such. Upon receiving a MST or other emailed member case, please follow the below guidelines on getting the issue resolved as quickly as possible.
This will pertain to Member Service Tickets and Member Surveys from PFHQ, Ansira or NextGen outreach (these are specific to social media/Google reviews):
1- We receive the outreach from our partners (PFHQ/Ansira/NextGen, etc.)
2- DM responds to the entire group on the original email to inform of our receipt, awareness, and pertinent follow-up within 24 business hours
3- DM/CM discuss outreach, next steps to handle. Once the situation is resolved, CM will inform RM & DM on the solution.
4- If there is further discussion required to resolve beyond DM level, engage RM
MISC:
5- If legal/Police are involved, HR & RM need to be engaged for visibility
6- If DM does not respond within 48 hours, RM will step in
7- If there has not been any response after 48 hours, HR will step in
8- If there are repeated circumstances with no outreach or delayed outreach, there will be subsequent documented conversations.
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