EMAILS

Emails

Emails are a way of communication for both the Club and the member.

We have a very simple process when it comes to completing the emails each day. There a a few things to note:

Access to the emails is available to anyone who needs and must be accessible at all times to be efficient
The emails are the companies property.
To conduct a password reset this must be done via our IT support at CWG. Please contact Steph to find out the process

Standard "Musts"

Do not reply to an email without calling the member first. Every time you speak to a member you build a personal connection. With each connection you give the member a sense of B.E.L.O.N.G. This in turn keeps the member motivated to continue with their gym membership therefor we retain a member for longer
All emails must be responded to within 48 hours maximum. Leaving a member on "read" is a terrible experience no matter how unimportant the matter may seem.
Once an email has been actioned it needs to be recorded in Clubwise and then stored in Archive
Delete NO EMAILS. Even spam emails just unsubscribe then archive. Archive them all do not delete.
We have 3 folders in outlook currently, Inbox/Archive/Sent items. This is so that anyone can log in and understand the filing system. Please do not add additional folders to your inbox

The Process

It sounds really simple, and the good news is it is!

Step 1: The email comes in, your first step is to search for the member on clubwise then copy and paste the email you received.

Step 2: Review the members whole file. inc:
- Are they still under their minimum term or are they a long term member?
- What debits are they on? Weekly or Fortnightly?
- Has this member raised any concerns in the past?
- What personal information has been left in the notes aka why did they join the gym? What was their source?
- Have they already frozen their membership in the last 12 months or exceeded their maximum freeze of 6months in a year?

Step 3: Call the member! Now that you have reviewed all their information you are ready to speak to the member about whatever they emailed you about. Even if its a simple address change, you call them to confirm you have completed what they needed and ask them how their training is going. RECORD your call, either the unanswered attempt or as much as you can about the conversation had in the members notes on their file.

Step 4: Reply to their email. If you were able to get in contact with them confirm the conversation in writing back to the member. If you weren't able to get in contact with them on the phone use one of the scripts relevant to their request. NOTE: Scripts must always be used however please personalise them with the information you find in the notes.

Step 5: Copy and Paste your email reply to the member in the notes in clubwise. Set a follow up task in the task list if required or process their request.

Scripts

Out Of Office

What is an out of office?

An out of office is used as an information sender when there will be an extended break between receiving an email and the sender getting a response.

It is often used when someone takes Annual Leave, however we use it during days of closure such as when the whole office is out at Vitals or a team outing.

How to Turn on your Out Of Office

Open up your Outlook
Then select Tools

This will bring up your tools where you can now select Out Of Office

Make sure you select:
"Send Automatic Replies for account XXX"

The next thing you have to make sure you select is:
"Send replies outside my organization"

If you do not select the 2nd box only your saved contacts will receive your auto reply.

Now edit your reply in the bottom square and save

Page updated

Report abuse