MEDALLIA BEST PRACTICE

Step-By-Step Protocol for Medallia Responses

The first step to influencing and improving our Medallia score starts with our response. How can we act on feedback if there's no feedback given? How can we encourage feedback in the first place? 

It's important that we are going out of our way to make members feel heard and listened to when they fill out a Medallia response. Good or Bad, our response will be the same - and hopefully, they'll come back to give us feedback again in the future. 

Below we have a step by step protocol for how to respond to Medallia surveys:

Step 1: Turn Notifications ON > Get the app

Step 2: Close the alert within 48 hours - NO EXCUSES

Now that we have notifications on, from both the app AND our emails, there should be NO REASON why we're not responding to these alerts within 48 hours.

When you open the email from Medallia, the link will take you directly to the member's feedback and you'll be able to action your response directly from there.

You can scroll down and get further insight into the member's response and the feedback they have to give. You can see all their answers, and any long responses that they submitted. You can identify any areas of contention (if it's a low score) and where perhaps the member has had a bad experience.

You will also be able to scroll down to the bottom and see their history, if they've given a review in the past and how they scored you. 

This will help us identify what this member is looking for and then formulate a response.

Once you've opened the survey, you will then jump over to Clubwise to find the member and locate their profile. Have a quick look through their account and take note of anything that has been recorded on their account, or any issues that they may have had in the past.

Copy and Paste their review into their Clubwise profile.  Include their total review out of 10 and any notes they added. You may also include any key details that you find relevant out of their answers from the survey. 

Step 3: Customer Service - Our Response

Once you have reviewed their account and had a look through their completed survey, it's time to formulate a response. 

Regardless of their response, good or bad, we will call all members who leave us a review.

This information that we receive from these surveys is a goldmine,  so we want to make sure we are doing everything in our power to go above and beyond for this member that just gave us all this valuable information. So, even if they're ripping us to shreds, we're gonna give 'em a big ol' thank you.

Here is where LACES will come into play. After we've called our member, we're going to ask them to elaborate on the feedback that they've given us.

We are going to LISTEN & ACKNOWLEDGE: We are going to listen to everything that our member has to share; without interruption. Ultimately, a member that leaves a bad review just wants to be heard! After they've gotten everything off their chest, it's important that we then acknowledge their feedback to show that we respect and value their opinion.

Then we're going to ASK QUESTIONS: Now that the member has told what has happened, here is where we can delve into the details and begin to move towards a solution. If you can get as many details as possible now, you can clarify and pinpoint the real issue. Asking the right questions is a skill! Don't hesitate to refer to the scripts if you are unsure what to say.

After that, we will CONFIRM: After we've learnt everything we need to know through the questions that we've asked, we have to confirm exactly what we have taken from what they've told us. This does two things; first, it makes the member feel listened to, when we are able to repeat back to them exactly what they've told us, and second, it allows us to make sure that when we are moving on to our solve, we are focusing on the right thing.

Then we EDUCATE: Educating can help us for a number of reasons, but mostly, it allows us to give our point of view! While we never want to be Below The Line with our responses, sometimes there may have just been a genuine misunderstanding, or what the member has an issue with is something we have no control over, or it's just plain ...unreasonable. 

Finally, we SOLVE: When we're solving here, we almost want to be overly accommodating. A member says we're missing a certain attachment or a booty band, send them a screenshot of the confirmation of the order as soon as you can (or preferably, straight after speaking to them), if they're saying the gym is unclean in the mornings, specify exactly what times that you'll be checking the cameras to try and catch members failing to follow club rules, a member is complaining about a price increase, offer some 14 day passes for their friends, set them up with some merch, or even (at the manager's discretion) take a $ off their weekly.

To clarify:

If the member doesn't answer: leave a voicemail and we will respond via Medallia (if the feedback is bad/detailed enough, create a follow up task).

If the response has nothing specific, or the member won't elaborate: thank them sincerely for their feedback regardless and make sure you emphasise how greatly we would encourage their feedback, good or bad.

If they've given a good response: 100% we still call them! Thank them to the moon and back for their support! Make sure they know how grateful we are that they've had a good experience! BELONG! BELONG! BELONG!

• At the manager's discretion, I would also be offering a gift as thank you for the review, e.g. 7 day passes, a backpack or t-shirt, something from the vending, it doesn't matter - just make them feel special.

Step 4: Responding Via Medallia

We've just called our member, and either thanked them or have come to a resolution, and now we're almost done closing the loop.

Regardless of whether we spoke to them or not, we will be replying via Medallia. Here's how we do this:

Step 5: CLOSE THE ALERT

THIS STEP IS SUPER IMPORTANT!

Once you've called your member and you've sent your response, we then write comprehensive notes regarding your interaction with the member in Clubwise - and then we have to close the alert.

You have 48 hours to respond - and we want to be responding as quickly as possible. The longer you take, the more it will affect your average response time. Our response times should be 100%.

Step 6: Follow Through - BELONG

There's no point in doing all of this if we don't follow through. 

Like mentioned previously, the Medallia responses allow us a great insight into the member's experience in our clubs and shows us where we can push our focus so that we're the best gym that we can be. Changing and improving our BELONG score starts here and ends with our follow through.

This means we make sure that we set the appropriate follow up tasks, make weekly commitments, even email Charlene if you have to. Whatever you need to ensure that the next survey this member does, they give us a 10!

TO RECAP

1. Get app on iphone/ipad - notifications ON

2. Response times - 48 HOURS 

3. LACES - Give your best customer service and call every review!

4. Responding on Medallia - don't default to the templates

5. Close the alert!!!!!!!!!!!!!!!!

6. FOLLOW THROUGH ON PROMISES - create follow up tasks, email charlene, make weekly commitments