Tools

Lets go over the tools you have available to you in the Business Suite App:

• View your business at a glance - From your home screen, you can see an overview of your Facebook Page and Instagram account. You’ll see updates, recent posts and ads, and insights. You can also create a post or promote your business from here.

• View Activity - You'll see new notifications for your Facebook Page and Instagram account

•  Inbox - You can read new messages and comments from your Facebook Page, Messenger and Instagram accounts. You can also create Automated Responses to help save time when responding to questions people commonly ask

• Create Posts and Stories - You can publish or schedule new posts and stories for your Facebook Page and Instagram account. Whilst this is possible we would much rather you use Hootsuite.

• Create Ads - You can create new ads and place them on Facebook and Instagram, boost your posts, and promote your Page

• Insights - You can see details about your business’s performance, such as trends, activity on the content you share and more information about your audience

Why is it important to be across all things social media?

• Customer Service: We aim to be the most “convenient” gyms. When we don’t respond to members or prospects messages, we are NOT being convenient. 

For Example:

• If someone has a question about freeze, let them ask via messenger if that is their preferred communication. Try to save the freeze via messenger and if they still want to freeze their account, do this directly from social media. Make sure to screenshot conversation and add to note via CW mobile. 

• Save cancellations via messenger. Convenience is key for members and that includes message response times. We can ask the same save cancellation questions we would normally ask on the phone but instead via messenger. If they still wish to cancel, we invite them into club to fill out the cancellation form. This way we are maintaining a better customer service and increase the likelihood of that member returning to the club in the future. Make sure to screenshot the conversation and add to note via CW mobile. 

• If a prospect would prefer to book an appointment to come into club via message, don’t ask to call them. *Ask for phone number and email to process the booking. 

• If a prospect responds via email for an inquiry, we need to respond via email because thats whats most convenient for them.

• Prospect Generation: Getting a prospect via FB or Instagram is not uncommon. We need to treat these leads with the same response time as a “Web inquiry lead” for example. Why would we treat FB and Instagram leads any different? Be more convenient, book appointments directly from the messenger. Ask questions similar to the telephone form to build rapport. Make sure to copy conversations into CW notes. 

• Customer Engagement: We need to demonstrate our commitment to customers and building loyalty with them.

Brand Image: Our brand image is critical and consistently engaging on your social media enhances our brand professionalism and perception.

Scheduling posts on Business Suite 

To make club life easier, we schedule our posts 7 days in advance. As a team, pick a day in which your whole team is available to spend some time altogether creating the next 7 days of content. Remembering what we are looking for in a post:

• Aesthetics - colour coordinating and clear formatting

• Videos (get more views)

• Smiles, positive environment

• No text!!

By Scheduling posts, this gives us more time throughout the week to focus on engagement, responding to comments and DM's faster, posting more engaging stories. This also gives our management team more time to promote our posts to boost the viewership, if this is not scheduled there is less chance of engagement when we boost it after it has been posted, we aim to boost this upon scheduling!!

Ensuring your captions are super engaging and spark conversation, please download the ChatGPT app and create an account for your club (remember to save the login info on your passwords google sheet) and most importantly.

HAVE FUN WITH IT!!

How to Read Results 

The New Criteria for social media planner adherance 

What to expect moving forward?

While we are creating a new habit your Business Meta Suite and Google My Business will be checked multiple times per day. These platforms are critical for our success. We will be helping you stay accountable while you’re learning how to deep drive into these platforms. 

Tasks that will be checked often/daily:

Business Meta Suite

• All inbox messages have been responded to.

• All comments have been liked and responded to. 

• All invites to like your Facebook pages have been sent. 

Google My Business 

• All messages have been responded to.

• All google reviews have been responded to.

Please expect a text message to the work mobile if the above tasks have not been completed in a timely manner. Speed is critical and if we want to be the most “convenient” gyms in AUS we need to make sure we are responding to prospects and members in a timely manner.