| Life Time-isms | Keep It Like New | Deliver Wow | Know & Serve | Performer Brand |
|---|---|---|---|---|
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What is Chanhassen
This city is the location of Life Time's headquarters.
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What is Pick up, Push in, Clean up, Close what is open?
This acronym is the basis for Keep It Like New,
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What is an Onboarding Session?
You see a member using the elliptical machine incorrectly. You connect them to this service.
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What is walk member to the swim services desk OR schedule member for assessment through online portal?
A member approaches you because she wants to sign up for swimming lessons, but the Activity Desk is closed. You serve member by doing this.
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What is Visual, Vocal & Verbal?
These 3 Vs mark a successful communicator.
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What is Service Champions
Keep it Like New, Deliver Wow, Know & Serve, Performer Brand, MPV make up this credo.
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What is pick up, push in, clean up?
You discover a disorderly table in the café and exhibit these 3 PPCC behaviors.
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What is
1. Walk them to the studio 2. Introduce to the instructor 3.Connect them to the LT App?
A member approaches you and asks where the cycle studio is. You "Deliver Wow" through these 3 actions.
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What is
1. ignore the child or 2. Call "Code Green"?
You see a child running down the hallway, but the parents are nowhere in sight. This is NOT how we serve our members.
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What is educating the team member on the correct places to park for employees?
You see a team member not park in the designated employee parking. You uphold the Performer Brand by doing the following.
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When is 1992?
This year marks the founding of Life Time.
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What is pick up the piece of trash?
You see a piece of trash in the parking lot and exhibit this PPCC behavior.
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What is
1. Radio a PT to schedule & 2. Show member how to view reservation in LT App?
A member approaches you and says they want to schedule their OBS. You assist through the following 2 actions.
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What is
1. welcome & grant guest complimentary visit, 2. educate member on guest pass policy, 3. notate conversation/grace visit in member's account in MMS?
It is pool season and a member brings in a guest outside of guest hours. They do not know our guest policy. You serve member by doing these 3 steps.
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What is notify team members that it is not an appropriate conversation to have near members and ask them to change topic?
*notify manager if necessary*
You overhear two team members talking poorly about a member. They are within earshot of other members. You uphold the Performer Brand by doing the following.
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What is the Life Time Mission Statement?
This statement is the foundation of how we serve our members and vision for the LT Brand.
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Who is everyone?
These people are responsible for the cleanliness of the club.
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What is
1. Introduce yourself 2. Ask member what they like 3. Make recommendation 4. Educate on mobile ordering through LT App, 5. Introduce to Cafe Team member?
You see a member standing in line at the café. They look lost. You "Deliver Wow" through these 5 actions.
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What is listen to the member, talk back concerns to member, apologize for inconvenience, and educate member on future plans OR notify LT leader.
A member approaches you and wants to talk to you about how the parking lot is always full. You serve the member through these 4 steps.
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What is your personality?
Part of the performer brand is bringing this to work.
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What is The Golden Rule?
Do unto others as they would have you do unto them.
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What is Sight, Smell, Touch, Sound, Hear, Energy
A member experiences these 6 senses during each visit at Life Time.
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What is
1. Ask member to step into office 2. Listen to concerns 3. Talk back concerns to member 4. Apologize for experience 5. Introduce to Krista/Emily 6. Give your business card to member for future needs?
Your member approaches and informs you about a poor experience in the Kids Academy. You leave the member feeling positive about Life Time because of these 6 steps you followed.
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What is Know Every Member campaign?
Using first names at the front desk. KOM calls, using the 5 foot rule, making eye contact & initiating conversations with members are all part of this Life Time campaign.
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What is Visual?
This communication component conveys the largest part of your overall message.
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