SOP: Managing Drop-Ins and Free Trials at Chalk It Pro
Objective
To provide a clear and efficient process for handling drop-ins and free trials at Chalk It Pro, ensuring accurate tracking of potential members, maximizing engagement, and minimizing misunderstandings.
Key Steps
Identify Membership Type:
Determine if the individual is a one-time drop-in or a potential member seeking a free trial.
For one-time drop-ins, use the "Create a One-Time Drop-In" option in the system.
Utilize the Gym Lead Section:
All drop-ins should be directed to the gym lead section for potential follow-up and membership conversion.
Create Payment Links for Drop-Ins:
If a drop-in requests to pay via email, generate a payment link for the selected date.
Ensure the payment link is sent promptly to facilitate the drop-in process.
Implement QR Codes:
Set up a QR code at the front desk for walk-in drop-ins to easily sign waivers and make payments.
Create QR codes for all membership options, not just drop-ins.
Create Punch Cards for Frequent Drop-Ins:
For individuals who visit frequently (e.g., friends of members), create punch cards for either one class or multiple classes.
Punch cards allow drop-ins to access the member section and utilize the app for scheduling and workouts.
Promote Punch Card Purchase:
Ensure punch cards are available in the store for advance purchase.
Encourage frequent drop-ins to buy punch cards to streamline their experience.
Manage Member Status:
If a frequent drop-in will not return for an extended period, mark them as inactive in the system.
When they return, simply reactivate their status to restore access.
Communication:
For any questions or clarifications regarding drop-ins and trials, direct team members to email support@chalkitpro.com.
Cautionary Notes
Ensure all drop-ins complete the waiver before participating in any classes.
Monitor the frequency of drop-ins to determine if a punch card or membership is more appropriate.
Avoid mixing one-time drop-ins with regular members to maintain accurate records.
Tips for Efficiency
Keep a printed QR code for waivers and payments at the front desk to expedite the check-in process.
Regularly review the drop-in and punch card systems to ensure they are functioning correctly and meeting the needs of potential members.
Train staff on how to use the payment link and QR code systems to ensure a smooth experience for drop-ins.
By following these steps, team members will be able to effectively manage drop-ins and free trials, enhancing the overall experience for potential members while maintaining accurate records.