I want to share something with you that has had, well, no less than miraculous results in our business. We’ve been using it for years now. The difference between when we use it and when we don’t use is thousands, sometimes tens of thousands, of dollars. It’s called The Scan. Marcia Bigler, our facility director, is going to walk you through what she looks at, at several different points in the day. At several different points in the day, she does her scan, she walks through the facility and she checks on certain numbers. Then, she reports those numbers back to the team. When you do a scan in your facility, you’re going to increase your production for your business. She’ll talk about our fitness club, but you can be thinking about how you can use this in your business. Here you go, meet Marcia.
Marcia: A lot of you know me already. I’m Marcia, I’m the Director of our local Fitness Solution 24/7 facility here in Lima. What I do, every two hours, is what’s called a scan. A scan means that simply I’m checking up to see where we’re at for the day in those goals, so that we can meet the goals.
For example, the first thing that I do every two hours is I check the member sign in sheet and our guest sign in sheet. For the member sign in sheet, number one, I’m looking to see how many members we have in the club per hour, and that helps me to know how to staff our coaches. This can make a big difference in your payroll percentage. Secondly, I’m looking to see how many members we have in, because I want to scan how much product we’re selling per member serviced, because we have a goal we’d like to hit there, as well.
Then we look at the guest sign-in sheet and we’re going to see how many prospective members have went in and how many of them enrolled. Also, I’m looking to see if we had appointments that did not enroll. We might need to go to the enrollment paper to make sure our closing is going to be good the rest of the day.
Then, for the member sign-in sheet, I’m going to go next to my front desk manager and find out what product was sold. I’ll divide that by the members serviced and see how much that is per member serviced. I’m going to compare that our goal and if it’s not where it needs to be, I’ll find out why. But in the meantime, I let every single employee in the facility know how much product we’ve sold so far, how much we still need to hit, so they can work toward hitting that goal.
Now, one of the next steps of the scan, after I’ve looked at the guest sign-in sheet, the member sign-in sheet, and our appointment books, is I’m looking to make sure the appointments that have already showed were checked off, to make sure that if they enrolled, that’s noted, and if they didn’t enroll, that’s noted. I’m also looking for how many appointments are confirmed for the rest of the day. We have nine appointments confirmed for today.
I want to know how many appointments are on here at any given point of the day, and then I can go back and look and see how many new appointments we have booked while I was working on same days. If you’re wondering why we’re looking at same days, some of you may know this, but your show rate is a lot higher when you book a same day appointment. So I’m always looking for same day appointments. The reason for that is, of course, we have a goal we want to hit. We want to know how many sales we need today.
We know how many appointments we need based on our show rate and closing. So that’s helps you to know how many you need to have to hit the goal, as well. I also am constantly looking at tomorrow’s appointment sheet, because we know how many appointments we need tomorrow in order to hit the goals tomorrow.
Then, after this, I let the staff know how many sales we’ve had so far today, how many we need to hit today’s goal, how many appointments we have left. Often, it’s so inspiring to let them know, “We have two left, nine confirmed. We’re going to blow the goal away,” for example. Then I also can update them with how many are on for tomorrow, how many more we need for tomorrow, so that we’re always ahead on tomorrow’s goal as well.
Okay, now that I’ve showed you a couple steps of the scan, let me explain a couple of other things. In the morning we do a stand up meeting so everybody knows what the goal is for the day. I will go around after the scan, to each individual employee, and let them know where we’re at. For example, today we need 780 in product, to hit, to stay on target for our goal of 14,000 for this month.
So, what I’ll do is go around and let everybody at each specific time, where we’re at. For example, if it’s 10am and we’re at 240 in product, knowing we need 780, 620 is all we need yet today. So really talk up whatever today’s special might be or really talk up Fit Quick. In fact, I always let everybody know, if we sell two Fit Quicks, that’s half our goal for the day, so then that helps the coaches to go, “Well, I’m going to really talk up Fit Quick.”
Fit Quick is an accelerated program where the members purchase product to go with it, so there are many ways you can encourage and help your staff to sell more product or memberships or personal training, whatever the goal may be.
After I’ve come to the appointment book, now I know how many sales we’ve had and if we’ve had any turnaways. What we mean by turnaways is people that came in to hear about the program and for some reason did not enroll. So as soon as a membership specialist has a minute, I’m going to sit down with them and find out why they didn’t enroll that person and go over any objections they couldn’t overcome, so they can overcome them the next time they come up against them.
Often, if our staff is having too many turnaways, or I’m going over the appointment book and see that their show rate is really low, then I’ll get out a recorder and we’ll tape their present. We’ll set a recorder at the desk while they’re booking appointments, so they can listen to it themselves, along with me, and we can fix why the show rate is down or why the closing is down. But we do this on a day to day basis so we don’t go two or three days in a row with a low show rate or a low closing, or two or three days in a row not selling enough product, not having enough personal trainer sales, or whatever the category is that you’re looking at, at the time.
Of course, at the end of the day, all of us want to celebrate the good day, but for everybody that is not here, the first thing the next day at stand up in the morning again, we’ll go over what we did yesterday, where that takes us for the month, and again, what we need to do today to stay on top. It’s good, throughout the day, it’s really good when you go over the goal. We love to celebrate, but if we’re a little bit behind, we’ll put our heads together. I’ll say, “You guys, let’s get together. We need to make up two more sales today. What can we do? Who can we call?”
We’ll start calling turnaways, because we try to stay up on top of these things always, anyway, but when you’re really busy, you don’t always get to everybody. So we’ll make a list of who can we call today to get in here today to get these last two sales. So all day long we’re working on that.