Policies & Procedures
Contents First-Time Students.................................................................................................................................... 5 Paperwork ............................................................................................................................................. 5 Physical .............................................................................................................................................. 5 Online ................................................................................................................................................ 5 Scanning/Uploading Documents into MindBody................................................................................ 5 ID Scan System ...................................................................................................................................... 6 Customer ID Cards ............................................................................................................................. 6 Scanning Customers in to Class .......................................................................................................... 6 Age Restrictions ..................................................................................................................................... 7 Welcome New Students ........................................................................................................................ 7 Guests.................................................................................................................................................... 7 Prospective Customers .............................................................................................................................. 8 Initial Greeting ....................................................................................................................................... 8 Schedule ................................................................................................................................................ 8 Class Purchase Options .......................................................................................................................... 8 Existing Students/Customers ..................................................................................................................... 9 Lost Cards .............................................................................................................................................. 9 Class Purchase Options .......................................................................................................................... 9 Merging Accounts .................................................................................................................................. 9 Alerts ..................................................................................................................................................... 9 Members/Contracts ................................................................................................................................ 10 Who is a Member ................................................................................................................................ 10 Family Memberships............................................................................................................................ 10 Contracts with a Cash Payment ........................................................................................................... 10 Cancelling/Terminating a Contract/Membership ................................................................................. 10 12-Month......................................................................................................................................... 10
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3-Month........................................................................................................................................... 10 Changing from one Contract to Another .............................................................................................. 11 Selling a Contract ................................................................................................................................. 11 Printing a Contract ............................................................................................................................... 12 Suspending a Membership .................................................................................................................. 12 UnSuspending a Membership .............................................................................................................. 13 Classes ..................................................................................................................................................... 14 Private Yoga Lessons ............................................................................................................................ 14 Class Sign-In ......................................................................................................................................... 14 Number of Students in Class Does NOT Match the Number in MindBody ........................................... 14 Empty Class.......................................................................................................................................... 14 Customer Sign-In Issues ....................................................................................................................... 14 Sign In Screen Shows Customer Owes Money but They Paid ............................................................... 14 Modifying End Date or Number of Sessions ......................................................................................... 14 Preregistered Students Don’t Show Up ................................................................................................ 15 Class Canceled Last Minute .................................................................................................................. 15 Student/Customer Discounts ............................................................................................................... 15 Seniors and Military ......................................................................................................................... 15 Family .............................................................................................................................................. 15 Anniversary ...................................................................................................................................... 15 Emerald Downs Free Racing ............................................................................................................. 16 Retail ....................................................................................................................................................... 17 Classes ................................................................................................................................................. 17 Creating a Retail Ticket .................................................................................................................... 17 Sales Tax .......................................................................................................................................... 17 Class Sales are Final ......................................................................................................................... 17 Customer Wants to Pay for Another Customer ................................................................................ 17 Merchandise ........................................................................................................................................ 17 Walk-In Sale ..................................................................................................................................... 17 Returns/Exchanges .......................................................................................................................... 18 Free/Discounted Products ............................................................................................................... 18 Sales Tax .......................................................................................................................................... 18 Gift Cards ................................................................................................................................................. 19
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Selling ...................................................................................................... Error! Bookmark not defined. Gifting a Monetary Value ..................................................................... Error! Bookmark not defined. Gifting a Service ................................................................................... Error! Bookmark not defined. Adding Funds to Existing Gift Card ....................................................... Error! Bookmark not defined. Looking Up ............................................................................................... Error! Bookmark not defined. Recipient has RK Number..................................................................... Error! Bookmark not defined. Recipient Does NOT Have RK Number ................................................. Error! Bookmark not defined. Purchaser Does NOT Have RK Number ................................................ Error! Bookmark not defined. Gift Card is Assigned to Customer Account in MindBody ..................... Error! Bookmark not defined. Gift Card is Assigned to Account in MindBody but NOT Recipient Account ........ Error! Bookmark not defined. Gift Card is NOT Assigned to Account in MindBody ............................. Error! Bookmark not defined. Redeeming............................................................................................... Error! Bookmark not defined. Designated – Assigned to Account in MindBody .................................. Error! Bookmark not defined. Undesignated....................................................................................... Error! Bookmark not defined. Issues? ..................................................................................................... Error! Bookmark not defined. Further Research Needed .................................................................... Error! Bookmark not defined. Staff ......................................................................................................................................................... 21 All ........................................................................................................................................................ 21 Arrival .............................................................................................................................................. 21 Alarm ............................................................................................................................................... 21 Email ................................................................................................................................................ 21 Parking ............................................................................................................................................. 21 Holiday Schedule ............................................................................................................................. 21 Lost and Found ................................................................................................................................ 21 Refrigerator Use............................................................................................................................... 21 Discounts ......................................................................................................................................... 22 Front Desk (including instructors without front desk help) .................................................................. 22 Opening and Closing Duties ............................................................................................................. 22 Telephone ........................................................................................................................................ 22 Shift Coverage.................................................................................................................................. 22 Leaving During Open Hours ............................................................................................................. 22 Clocking In/Out ................................................................................................................................ 23
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Setting up the Laptop ...................................................................................................................... 23 Ice Towels ........................................................................................................................................ 23 Free Time ......................................................................................................................................... 24 Cash Drawer Procedure ................................................................................................................... 24 Instructors ........................................................................................................................................... 25 Class Coverage ................................................................................................................................. 25 Start/End Class on Time ................................................................................................................... 25 Humidifiers ...................................................................................................................................... 25 Heat ................................................................................................................................................. 25 Management ....................................................................................................................................... 26 Canceling a Class .............................................................................................................................. 26 Cleaning ............................................................................................................................................... 26 Bathroom Mirror, Windows & Metal ............................................................................................... 26 Studio Mirrors and Windows ........................................................................................................... 26 Floors ............................................................................................................................................... 26 Laundry ............................................................................................................................................ 27 Sink, Toilet, and Other Surfaces ....................................................................................................... 27 Dusting ............................................................................................................................................ 27 Tough Jobs ....................................................................................................................................... 27 NEED HELP ........................................................................................................................................... 28
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First-Time Students The following will typically need to be done with first-time students:
Obtain completed paperwork Enter personal info into MindBody (or review if they submitted info online) Assign an ID card Sell customer the appropriate class pass Review “Welcome New Students” information Sign customer into class
Paperwork Physical New students must fill out both the “New Student Registration” and “Agreement of Release and Waiver of Liability” forms. Review their paperwork to ensure there is a legible phone number, email address, emergency contact info and injury information. As soon as possible, enter all new students’ registration information into the MindBody system, attach an electronic version of the paperwork to the customer’s record and file the signed paperwork in alphabetical order by last name. There are times where you won’t have time to finish handling paperwork. In these cases, names and email addresses should be entered before leaving your shift (the next front desk employee can finish entering). Pay close attention to enter email address correctly. Online When students fill out their personal information and accept our waiver online, we need to:
Obtain a physical signature on our “Release and Waiver of Liability” form. On the client’s profile page click on “Important Stuff” and then click “Print liability release.” In the upper left hand corner click on the orange Firefox tab and click print. Ensure they sign and date the waiver, attach an electronic version of the paperwork to the customer’s record (see instructions below) and file paperwork in alphabetical order by last name. Review their profile to ensure we have a phone number, email address, emergency contact info and injury information. Keep in mind that emergency info and injury info will likely be in the “Other Custom Fields” section. If pertinent information if missing or is illegible, and the customer is not in the studio, put an “Alert” in the system. Copy/paste data from the “Other Custom Fields” section into the designated MindBody fields. Be sure to assign “Referred by” relationship if there is a name entered in the “If referred by another client please list who” box.
Scanning/Uploading Documents into MindBody For each customer you need to scan documents for:
Insert customer’s document(s) into document feeder (facing up with top pointing to left) or place document on glass of printer (facing down with top pointing to right).
Double click on the "HP Scan" icon on the computer's desktop.
Click on "Scan Forms" icon, if not already selected, followed by "Scan" (wait for scanning to complete.
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If you need to add additional documents for the customer, including opposite sides, insert next document(s) into document feeder or place on glass and press to add a page (+ sign). Note: If you quickly take out a scanned piece of paper, flip it over, and reinsert it into the document feeder, the scanner will take it and you can avoid this step.
When done scanning all documents for the customer, click to "Save" the document(s).
The "Scanned Forms" folder will open. Name the file(s) using the customer's first and last name and, if only one document was scanned, include a short name for the document. For example, Mickey Mouse Waiver. If more than one page was scanned, name the file using the customer’s first and last name only.
Click to "Save" then “Done” if you are finished scanning OR “Back” if you will be scanning again.
Note that the “Scanned Forms” folder will open and a file will be created for each page you scanned. So, if you scanned two pages, two files will be created. IF more than one file was created, you need to rename each file to include the type of document(s) scanned. To do this, first find the file(s) by scrolling or by typing the first few characters from the file name. Then right click on the file and choose to “Rename” it. Rename the file using a form of firstname lastname documentname then click Enter on the keyboard. Repeat this renaming for each file.
Lookup the client in MindBody; click on the “Documents” heading.
“Browse” in order to select an electronic document then “Upload” the file. The Scanned Forms folder should open automatically. If it doesn’t, it is located on the Desktop. You may scroll to find the file(s) or start typing the file name and pick it from the list that comes up. Repeat this step for each file you need to attach.
Write an “S” in the top right corner of any/all physical documents you attached to their respective customer in MindBody (so we know it has been done) and file it/them in the drawer.
ID Scan System Customer ID Cards Each customer will receive either a credit card sized identification card OR key tag card (“ID Card”) with a barcode on the back. Please let each customer choose which size they want. You then need to link their chosen card to their MindBody account. To do this, on the main computer:
Go to client’s profile page Click on “Edit Name” Click on “Assign” Type the ID number from the back of his/her new ID Card (Starts with RK) and click “Save” You may now give the ID Card to the customer and have them try it out!
Scanning Customers in to Class
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The small netbook computer by the phone is for managing the self-sign in system. The scanner on the counter is used for scanning the barcodes. Please note that the scanner only works with netbook computer – not the main desktop computer. Which yoga students may use this system? Any of them! Whether they are an auto-pay customer or using a new student special, they may use this sign-in system and have an ID card (if they intend to come again).
Age Restrictions Students must be 13 years old to attend a class (official policy). If under 18 years old, parent/guardian must sign waiver. Unofficial policy is to use your best judgment.
Welcome New Students Please go over the “Welcome New Students” list with new students, ensure they know where the bathroom and studio are, and ask if they have any questions.
Guests
Must be NEW to Revive Must be accompanied by a member (or prior arrangements made) Are eligible for new student specials Must be entered into computer with a “Sale” of a class called “Guest Pass” Must be tracked using their name and date they came on the accompanying Client’s account under “Notes.” For example, “Guest Pass used 3/13/2012 for Jane Smith.”
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Prospective Customers Initial Greeting Please ask new customers “what brings you in today?” or “what brings you to yoga?”
Schedule Prospective customers are often looking for our class schedule. We have a printed “Schedule and Info” brochure you may review with them. Please show the numerous classes we have scheduled throughout the week and explain how to figure out which class type is offered. Ask the customer about their yoga experience and health concerns/needs in order to determine which class/classes might be most appropriate for them.
Class Purchase Options Prospective customers usually ask about cost to take a class. Usually our “Introductory Special” is the best option for a new customer. All options are listed on our website at http://revivehotyoga.com/pages/rates FYI, a customer taking 2 or more classes a week will save money by signing up for a membership. For example, if I take 8 classes in one month using a 10-class pass it will cost me $96 whereas I could sign up for the $90 membership.
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Existing Students/Customers Lost Cards No problem. Just follow the “Setting up a Customer” process to assign a new ID Card. Once the new ID Card has been assigned to the customer’s account, the old lost ID Card will no longer work in the system.
Class Purchase Options You often need to help a customer decide which class package to purchase since there are many options available. Start by asking how often they want to take classes. From there, use the following chart to help determine the best value:
Merging Accounts Sometimes a customer will have more than one account and you will need to combine, or merge, the two. For instructions, see https://support.mindbodyonline.com/entries/21093101-Locate-andMerge-Duplicate-Clients
Alerts There are times when you need something from a customer that is no longer in the studio. For example, they didn’t sign a physical waiver, didn’t give us emergency contact info, or we have something for them (Trophy, money, etc). In these cases, you need to enter an “Alert” into the MindBody system. Go to the customer’s Profile page and click on “Alerts.” Here you will see a text for both a yellow alert and a red alert. Yellow alerts are solely for information a healthcare provider would need in an emergency, such as being allergic to penicillin. The red section is for both health information we need to know about (such as surgeries and injuries) and information we need to communicate to a customer (such as needed a waiver signed). Simply type in the text and “Save”. The next time the customer signs in to class, the red alerts will pop up on the screen. When working the front desk, please review all red alerts that come up and handle accordingly. Once the alert has been handled, you may delete the alert text.
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Members/Contracts Who is a Member Members are students who purchased the $850 up front product or any of the monthly auto-pay contract options.
Family Memberships Family discounts and family memberships are NOT available.
Contracts with a Cash Payment Cash payment for a contract sets future auto payments to debit rather than credit – not good. Let’s say a customer signs up for the $75 auto pay just a few days before the 10 th. Let’s say her prorated amount due is $15 so she pays this in cash. Her scheduled auto pays in Mind Body will be set to debit her Mind Body account rather than charge her credit card and this is a problem. You will most likely come across this issue when a customer signs in to class and Mind Body shows they owe. Mind Body will say that they have “insufficient funds.” To fix, go into their AutoPay schedule and make sure the “Payment Method” is “Credit card.” You may then check the box next to the payment(s) due and run it again. This fix only works if we have the student's credit card on file. The system only automatically stores the card number when they use a card to pay for a contact. If the customer wants to pay cash for the prorated amount or 1st month, from the retail screen after the item is added to the left, select CC (Key/Stored). In the box next to the red "X" change the amount to zero. Put the cursor in the Credit Card number box and swipe card to be used for auto pay. A second section will appear at the bottom where you can now choose cash.
Cancelling/Terminating a Contract/Membership Before terminating, please check to see if it is close to a year in case the customer can be talked in to staying with us (since they would get their 10% discount soon). Additionally, please ensure the customer has fulfilled the terms of the contract: Contract Fulfilled If the customer already fulfilled the term of their contract, you need to select “Terminate” the contract and set the date the contract should terminate which would be the pay date of the following month (should automatically populate; usually the 10th). This will stop payment AND stop giving them classes on their account. Whenever possible, include in your note why the customer terminated. Contract NOT Fulfilled If the customer has not fulfilled the terms of the contract, the following action will need to be taken: 12-Month For the $75 12-month auto-pay contract, the customer is charged $45/mo for each month they were a member. To charge this, go to the retail screen and select a Service of “Fees” and the $45 will come up. Enter in the no. of months he/she was a member for the quantity and complete as usual. For example, a customer that ended her contract after 5 months would be charged 45x5=$225. Side note - if a student who has been a member for a year at $90 a month signs a new $75 contract and cancels after 2 months the fee is still $45 each month ($90 total) even though they only paid $67.50/mo (due to 10% discount). 3-Month For the 3-month commitment, you may uncheck the “auto renewing?” box and MindBody will stop charging them once their 3-month commitment is fulfilled.
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There is no way to terminate the pre-paid $850 membership. Whenever possible, include in your note why the customer terminated.
Changing from one Contract to Another In some cases, customers will want to switch from one contract to another. For example, a Member currently on a $90/mo contract might wish to instead be on the $75/mo annual contract. To do this: o
o
Sell the customer the new desired contract as though it is a new purchase. Have this new contract start on the date the next payment is due (usually the 10 th of the current or next month). Uncheck to pay now and apply any discounts. “Terminate” the existing contract (see instructions above).
Selling a Contract o o
o
o
o o
From the customer’s “Retail” screen, select “Contracts” and then choose the contract being purchased from the drop down menu. “Contract Start” date will default to today’s date. This is the date each monthly recurring payment will be charged to the customer’s credit/debit card AND the date the membership will start (thus when they will be allowed to take classes). In most cases, you will want to ensure the contract start date is the day after their current pass expires. For example, a customer with a 30 for 30 expiring on 10/20 would want their new membership to start on 10/21 so they are not paying twice for the same days. In some instances, a customer will request a different Contract Start date. For example, they might want the contract to start on the 1 st of next month so that each payment is charged on the 1st of each subsequent month. In these cases, you will need to click “prorate” and ensure the Pro-Rate date is the day after their current pass expires, the date they want to start taking classes, or another date they request. If the customer’s Contract Start date is NOT today, you may choose to deselect “Pay Now” box to the right of the monthly auto pay item and leave the “Pay Now” box selected so they just pay the pro-rated amount today. Otherwise, they will pay the full monthly payment today. Click “Add Item”. Select a payment method or methods and fill out accordingly. Note: Clients may use any available payment method for this initial payment, however, we MUST also have a valid credit card on file. So, even if $0, you must choose “CC (Swipe)” and swipe a credit card. Is the customer receiving a discount?
o o o
Off his/her upcoming scheduled payment? Please see “After Client Has Left” section below Off today’s payment? Change the amount in the box to the left of the red X to reflect the discount. Click Account (this will leave the discounted amount as a debt on the customer’s account).
Click in the “SWIPE CARD NOW” box and swipe credit card to close the sale. Next, “jump to” the customer’s Account Details page. At the bottom, under “Contracts,” go to the right, and choose “Print”. Remember to scroll right in the print dialog box and choose “HP Officejet Pro 8600”. This will print up
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o
the contract for the customer to sign but the text will be small. If you want to print it with larger text, choose View instead of Print, select all and copy. Next, open a Word document and paste, then print. Review pertinent info (in bold), have the customer sign his/her contract, scan/attach the digital file to the customer’s MindBody account, and staple it to their paperwork in the file drawer. This includes making sure the customer understands that, after the contract is fulfilled, they will be charged on a month to month basis unless they cancel with us. Please also ensure they see on the contract what the cancelation penalties are. AFTER CLIENT HAS LEFT
If you applied a discount and now there’s a debt on the client’s account: o From the client’s retail screen click “Payments/Gift Cards” o Under the “Item Name,” select “Account Payment at $0.00” from the drop down menu o Leave Price box at $0.00 o Enter discount amount in Credit box o Click “Add Item” o Uncheck “Send Email Receipt?” box at bottom right o Click Comp/Guest to close out sale
Is the customer receiving a discount off his/her upcoming scheduled payment? o Go to client’s “Account Details” page o Click “AutoPay Schedule” (top right) o Change the amount to reflect discount in the first auto pay box o Click “Update”
Printing a Contract
Find client and go to “Account Details” Under contracts, go to the right and click “Print” for the contract you wish to print Choose HP Officejet Pro 8600 as the printer
Suspending a Membership Customers sometimes ask to suspend their accounts temporarily because they have an injury, are pregnant, are traveling, etc. In some circumstances, you may want to point out _______. In these cases, there are two options you may offer the customer. 1. You can suspend their membership for any number of months for a total of $15 (to be clear, not $15 per month). This can only be done for a customer once per calendar year. Please note: o o
To charge the customer, choose a class of “Contract Suspension” for $15 in the MindBody retail section. For those on the auto-pay memberships, go to “Account Details” and click to “Suspend” the contract. MindBody will default the start date to today’s date. If needed, you may change this to the date requested by the customer. You will need to fill in the end date -
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o
Use the “End Suspension” fields to create a date the customer wants to come back, not to exceed about three months from today’s date. Enter a note in the Suspension Notes area about what you did and why. Click to “Add Suspension.” Please understand, when they come back, MindBody WILL prorate their account so they don’t lose any paid days. Let the customer know they are welcome to come back early. For those on the yearly $850 membership, the MindBody system can’t suspend, but instead you can add a month on to the end of their existing membership. This wouldn’t be something you would offer up front to a customer, but an option if you feel the situation deserves it. Please put a note in the customer’s Profile about what you did and why
2. You can cancel or terminate their membership and they can sign up again when ready. See instructions above. If you come across an angered customer or a special circumstance, feel free to ask the customer if a manager may get back to him/her. In these cases, take down the customer’s name, number and conversation details and email
[email protected]. FYI, suspension is not in our current contract language but will be our policy. The current contract doesn’t have any option to suspend. Some older contracts say they can suspend up to three months so it could come up for you.
UnSuspending a Membership Go to “Account Details” and click to “Suspended” next to the contract. Next, click “UNSUSPEND.” MindBody will prorate their account so they don’t lose and previously paid days.
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Classes Private Yoga Lessons Private yoga lessons are available. Get client’s contact info and type of lesson desired then send to
[email protected].
Class Sign-In Each student attending class must be “Signed In” to MindBody. For complete and consistent data purposes, this would include employees, instructors, and instructor guests, but not owners. To reiterate, everyone attending a class must be signed in except for Amelia and Miguel. Students can do this by scanning in their barcode OR you may sign them in.
Number of Students in Class Does NOT Match the Number in MindBody If students do not get signed in to a class and you are unable to determine who they were, put in student(s) called “Test Client 1,” “Test Client 2,” and/or “Test Client 3” in order to make MindBody accurately reflect how many students attended the class.
Empty Class When zero students attend a class, please sign in “Test Client1.”
Customer Sign-In Issues Please note that when customers sign into MB on the laptop, messages will sometimes appear that they have an account balance. When this happens, the next person scanning in won't be recorded. Unlike a Staff Alert, you have to clear the message.
Sign In Screen Shows Customer Owes Money but They Paid There are a couple of reasons this may have happened: 1. Purchase was made AFTER signing them in. In this case, open the customer’s “Account Details” page and click “Recalculate.” Refresh the Sign In screen to see if the unpaid red box disappears. 2. “Activation Date” on a purchase is after the date class was attended. In this case, open the customers “Account Details” page and click to “Show Visits” next to the current pricing option. Or you may need to click on “Visits” and then the Payment Info link for the visit. Choose “Make Unpaid” for Associated Visits then go back to the “Account Details” page and click “Recalculate.” Refresh the Sign In screen to see if the unpaid red box disappears. If this didn’t work, go back to “Visits,” click on the Payment Info link and reassign the payment.
Modifying End Date or Number of Sessions You can change the expiration date or extend the number of sessions the customer has. To do either of these: o o o o
Go to Account Details Click “Edit” to the right of the sale you want to edit Change the number of sessions or the expiration date. Click outside the box of the number you just changed then click “Edit Payment” Be sure to add a note on the “Profile” page explaining what you changed and why
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Preregistered Students Don’t Show Up When a student doesn’t show up for a class they preregistered for, you will want to delete them from the Class Sign In screen by clicking the red “X.” Choose to send them the MindBody email.
Class Canceled Last Minute When a class is canceled last minute (ex. Instructor no show) customers are given a 10% discount off one retail item. They may use the discount at any time and it does not expire. When this happens, please:
Put a note in each customer’s account stating something like, “mm/dd/yy - 10% discount off one retail item - for last minute class cancellation - PLEASE ERASE AFTER USE” Print up class sign in by clicking [Sign In Sheet] located to the right in the grey bar of sign in screen. After printing remove all students signed into class.
Student/Customer Discounts Seniors and Military Seniors over 65 and those with a military ID (retired, active, or family) receive a 20% discount off regularly priced classes only, including memberships. Discount does NOT apply to childcare or new student special. Be sure to note why they received a discount in the “Notes” section. Family At this time, we do not advertise or offer discounts for multiple family members. However, if a family has three or more individuals that are or want to be members and they ask about a discount, take down their contact info and pass it on to management. Anniversary 20% off Retail Item Once a student has been a customer with revive for one year (one year from when they attended their first class), they receive an email offering them 20% off any one retail item or any class pricing option excluding monthly contracts or yearlong prepaid. 10% off Membership Additionally, if they have been a “member” for a year or more, they receive 10% off their next membership purchase/renewal. Remember, memberships include the $850 up front product as well as the monthly auto-pay options. The anniversary discount cannot be done online and their year needs to be consecutive (they cannot take a few months off in between memberships). Note the customer is not notified about this.
For example, when a customer’s $850 membership expires, they could buy another one for $765 OR they could buy one of the auto-pay options at 10% off. A customer that was a member for 8 months, took two months off and then came back for another 2 months would NOT be eligible for the discount. They would need to be a member for the next 10 months to make a consecutive 12 months. If they are on an auto-pay contract and want to keep the same one, they DO NOT need to sign a new contract, you can just go into the auto-pay area and change the amounts to reflect the 10% discount.
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If they are on an auto-pay contract and want to switch to a different one, they DO need to sign a new contract. THE STUDENT needs to tell US they've been with Revive a year. If they forget to tell us and their auto-pay rolls over into the next year, you can make up for missed discounts. To do this, you would need to manually calculate the discount they should have had for each month and then subtract this from the upcoming auto-pays. Regarding MindBody, the $850 option is easy to discount – just put in a discount of 10% and $765 should come up as owed. As for the auto-pay options, you can also enter in a discount of 10% and the system will take 10% off each month and any prorated amount (you likely won’t have a prorated amount though).
Emerald Downs Free Racing Deborah Hoonan, a jockey at Emerald Downs, allows Revive customers and employees into the races for free! If you go to the races, you will see that her pants say Revive Hot Yoga on the thigh because we sponsor her. The racing schedule is viewable on emeralddowns.com. They have races every Fri, Sat and Sun plus a few other days here and there. Unless injured, Deborah races every day they are open. If you want to see the horses she is scheduled to ride, click on racing and then entries. A calendar will come up. Click on an active (underlined) date to see all the scheduled horses and their respective jockeys. Here is the process for getting yourself or a customer into the races for free: o o o o
o
In the yellow binder you will find a section entitled “Emerald Downs.” Here, you will find a calendar of the racing season and separate monthly sheets for reserving tickets. Find the sheet for the month a reservation is desired. Fill in the requested information including contact name and # of tickets needed. Note that no more than 10 per party will be allowed. Inform the customer to go to the will call gate in front of the grandstands to pick up the tickets. If for some reason tickets are not there, say that “Deborah Hoonan said she would leave tickets for them.” Call or text Deborah the date, name, and number in the party.
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Retail Classes Creating a Retail Ticket Customer Guests Use a Service of “Guest Pass” which comes up as free. Choose the appropriate Payment Method of “Customer Guest” and type the customer’s name in the box. Staff and Instructor Guests Use a Service of “STAFF - comp” which will come up free. Choose a Payment Method of “Other.” Sales Tax Sales tax is NOT charged on classes or workshops. Class Sales are Final All CLASS sales are final and non-transferable, however, use your judgment, especially when someone is injured or has to leave early for an emergency. Whenever possible, extend a membership instead of a refund. Please track on the accompanying Client’s account under “Notes.” Customer Wants to Pay for Another Customer Note: Do NOT use this process if it is for a contract. Instead, a separate retail ticket should be created for each contract.
If either customer is not in MindBody already, you must first put them in. “Add New Client” from the Class Sign In screen OR choose “Clients,” “Add New Client” From the Retail tab, choose the customer paying Click “Pay for another client” Type name in search field and hit Search A list of names appears under the search field, click client’s name Next to “Pay for another client” click “Look up item” Choose correct item(s) from drop down menu and proceed as normal If the client that is paying wants to pay for a class for themselves click ‘Clear’ in the yellow bar to clear client they were paying for
Merchandise Walk-In Sale Product sales for yoga merchandise, such as mats and towels, should be linked to the client’s account, whenever possible (rather than a “Walk-In Sale”). Walk-In Sale may be used for a purchaser that is not in the MindBody system or a customer purchasing a small food item such as water.
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Returns/Exchanges All product sales are final, however, use your judgment, especially for defective merchandise. Whenever possible, exchange merchandise instead of a refund. Free/Discounted Products Products are sometimes given free or at a discount to customers. In these cases, please put a note in MindBody to track why it was free/discounted. Here are some examples: o
Free Coconut water as a tester to customers Note: Sample
o
Free Coconut water as apology to customers for class being canceled Note: Apology
o
10% discount on yoga mat Note: Anniversary discount
Sales Tax The following states do not have sales tax. If a customer shows picture ID and requests to not be charged tax, please do not charge them tax. Note only certain products are charged tax; classes, beverages and childcare are not charged tax. o o o o o
Alaska Montana Delaware New Hampshire Oregon
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Gift Cards When it comes to gift cards, Mindbody has a few different options available. The type of gift card we sell at Revive Hot Yoga is called a “Pre-Paid” gift card. A Pre-Paid Gift Card is similar to a Starbucks gift card, where the cash value is on the card itself. Thus, if the card is lost, so is the cash. Typically, when a purchase is made using the card any remaining balance stays on the card. We can, however, transfer the amount on the Gift Card to a client’s account in the MindBody system. Please note that Gift cards cannot be redeemed for cash. Online – Gift cards purchased online by the customer themselves are delivered via email in .pdf format. They can be printed out and brought into the studio OR be redeemed online. The number on the .pdf is not an RK number like our ID card but a 12 digit number. Studio – Gift cards purchased in the studio are given on the same large credit-card sized cards we use for our client’s ID card. The RK number on the back is the gift card number.
Selling
Look up the purchaser in the Retail screen (or Walk-In if the purchaser is and will not be a customer of ours) In the Add Item section of the retail screen, select Payments/Gift Cards and use the drop down arrow to select “Pre-Paid Gift Card at $0.00” In the “Gift Card ID” box enter the RK# from the back of a new, unused, large ID card. Please include the letters “RK.” For example, “RK12345.” In the “Price” box enter the gift amount to be put on the card Click Add Item, choose payment method, and complete the sale
Place the gift card in a gift card envelope
Note: At certain times we may be offering a discount through the use of a “Promotion Code.” In these instances, you will be given a code that you type in to the ”Promotion Code” box after adding the item.
Looking Up a Balance With GC Number In the upper right corner of the Retail Screen enter the GC# in the “Gift Card Balance” box and click “Look Up.” If you click Enter on the keyboard, it will not work – You must click Look Up. With Purchaser’s Name If you know who purchased the gift card AND they are in the MindBody system, look it up in their “Purchases,” click on the respective Sale ID, and you will see the Gift Card ID. With Nothing Email
[email protected] with any information you have (including contact info) and they will get back to the client.
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Redeeming/Using to Make a Purchase
Follow the procedure for making a sale and choose a payment method “Prepaid Gift Card” Enter GC# in “Gift Card ID” box and click “Lookup” The new remaining balance will be shown and you can close the sale by choosing a print receipt option.
Transferring Balance to a Client’s Account
Bring up the client receiving the gift card via a Retail screen. If the client does not exist, you will need to add him/her first. Choose “Payments/Gift Cards in the Add Item section In the drop down menu choose “Account Payment at $0.00” Enter the amount to be transferred from the gift card into the “Price” box Add Item and choose a payment method of “Prepaid Gift Card” Enter the GC# in the “Gift Card ID” box and click “Lookup” A new remaining balance will be shown OR a message will pop up if the gift card will not cover the balance (allowing to choose a second payment method) Note: if balance is at $0, a physical gift card can be reused as another GC or Client ID card
Choose a print receipt option
Adding Funds to Existing Gift Card You may also add additional funds to an existing gift card. Through the Retail tab, look up the purchaser (or use “Walk-In Sale.”. Click on “Payments/Gift Cards” and type in the existing “Gift Card ID.” To the right, in green, you will see what the current balance is on the card. Enter in the “Price” the customer wishes to add and complete the sale.
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Staff All Arrival Please arrive ½ hour before your first scheduled class/shift. Alarm Entering Enter your 4-digit code followed by the number 1. Green light under “Ready” will illuminate. If you enter incorrectly, start over. There is no clear, erase, or start over button. Exiting Enter your 4-digit code followed by the number 2. If you enter incorrectly, re-enter 4-digit code followed by the number 1 and start over. Chiming Our alarm system has the option to chime when the front door is opened. Enter your code followed by the number 9 (“chime”) to turn on and off. Email Please reply to business-related emails so we know you received the information. Parking Please do not use parking spaces right in front of Revive unless it is the last class of the day. Holiday Schedule Revive will be closed on the following days: o o
Thanksgiving day Christmas day
Lost and Found Lost and found items should be put in the basket under the bench in the dressing room. Valuable items should instead be placed under the reception desk. Please place a note on the valuable items designating the date they were left and any other pertinent info you may know. Refrigerator Use Personal drinks in fridge can be a problem. We have had customers ask to purchase items left in there! As a general rule, only employees may use the refrigerator. However, we need to put our items in the back hiding behind the items for sale and we need to remember to take them home (use a sticky note to remind yourself and place it with your belongings). If you come in for a shift and someone left a personal item in there, throw it away or empty it and put it in the lost and found. Although the policy is for employees only (since we are there for hours), you can use your discretion when students ask to use it. I would encourage you, when letting customers use it, to tell them the policy is that they can’t, but that you are making an exception so they don’t expect it from everyone.
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Discounts Classes/Workshops You may take yoga classes at no charge. You may not register for a class; they are first-come first-served. Please sign in to the class through the MindBody system as if you were a client. You may also take workshops or other “special” classes at the posted “member” price. Merchandise You receive a 20% discount on products. Friends and Family Friends and family receive a 10% discount on products and yoga (not counting specials, monthly auto-pay and yearlong packages). Guests Employees may bring “Guests” (first time Revive students) to a yoga class for free (same as customers). Yoga instructors may bring friends/family for free to yoga classes or workshops they are teaching. These friends/family should still fill out New Student Registration/Liability Waiver forms.
Front Desk (including instructors without front desk help) Opening and Closing Duties Perform “Opening Checklist” upon arrival and “Closing Checklist” upon departure. Telephone Greeting Answer the phone with “Revive Hot Yoga” in your greeting. Voice Mail To check for voice mail message, pick up the receiver and press *99. Follow the prompts. Hold To put a call on hold, press the “HOLD” button while the call is connected. To take a call off hold, press the “SP-PHONE” button. Shift Coverage You are responsible for finding another suitable employee to cover a shift you are currently scheduled for. If you can’t find someone, please contact management. Although you are welcome to email or call employees to find a sub, you MUST post a “Shift/Class Coverage” card at the front desk and fill it out accordingly. Leaving During Open Hours If you need to leave for any reason, please hang “Will Return” sign in the window designating when Revive will reopen and lock the door.
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Clocking In/Out Hourly employees, must clock in/out using the MindBody Dashboard. This is how your hours are tracked for your pay. Please clock in and out for each shift (button on Dashboard). You may clock others in via “Toolbox,” “Time Clock,” “Clock Others In/Out.” Setting up the Laptop Before students start scanning their cards, you need to set up the small computer. To do this,
Log into the Mindbody software on the small computer Click on the “Classes” tab Click “Sign In” for the next class (this will be the class a customer will be signed in to if he/she uses an ID Card)
Customers may now scan the barcodes on the back of their ID Cards to be signed in for class. Keep an eye on the monitor to see that it is correctly adding the customers. If scanning fails to work for some reason, go back to the “Classes” tab and pick the next class again. If the computer goes into sleep mode, the scanner will not work. You will need to press the power button and log back on to the computer.
PLEASE NOTE
You should not be using the small computer while customers are scanning in. If you are, likely the customer will not be scanned into the class. To refresh or update the “Class Sign In” page on either computer, add (+) a product from the Quick cash products at the top of the sign in screen and then subtract (-) it.
Ice Towels Customers should receive ice towels during savasana. After each class starts: o
o
o o o o
Determine and count out the number of washcloths you need based on the number of students checked in to class and maybe a few extra in case someone wants a second or not everyone checked in to class. Determine which scent is appropriate for the class. Lavender is recommended for evenings (6:30 and 8:15), eucalyptus/lemon or wild orange for all other classes. Mix water and oil in a bin. 1” of water in a bin is about right for 20 rags. 1” of water requires 2-3 drops of oil. Please note that the orange scent will only last an hour or so! Tri-fold each washcloth, dip it in the scented water and wring it out tight. Lay each wet cloth directly on the freezer rack; flip them once frosty on the bottom so they get frosty on both sides. Once frosty on both sides, place them in one of the plastic boxes. 5 minutes before class is over, remove box from the freezer and place outside the door for the instructor.
Please Note: o
Leftover white and gray cloths may be used for the next class or, if this doesn’t work, put them in the dirty laundry bin.
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o o
If you have extra water left over, please label it with the name of oil(s) mixed in. Instructors, as customers prepare for savasana, let them know you have scented ice towels coming and that you will lay one in their hand. If they don’t want one, ask them to place one hand on their stomach.
Free Time During down times, please consider: o o o o o o o
Organizing items for sale. “Facing” items in refrigerator (pull items to front of shelves). Restocking items for sale. Items are stored in closets in the hot room. Restocking toilet paper and paper towels in bathroom. Items are stored in closets in the hot room. Ensure extras are available in the bathroom closet. Ensure water dispenser drip tray is empty. Light cleaning such as dusting, erasing chalkboard, shaking out rugs. Printing additional forms and brochures. Current versions can be found on the desktop in a folder entitled “Forms.”
Cash Drawer Procedure Front desk staff must close out the cash drawer at the end of each shift. To do this: o
o o o
o
Run the “Cash Drawer” report in the MindBody system: Go to: Reports > Cash Drawer. In section 2, in the “Entered By” drop down menu, choose your name. (If anyone else was logged in during your shift run the report based on time. Go back to section 1 and choose start and end time. Leave “Entered by” as “All Employees”) In section 4, click the “Go!” button. Scroll down to see the report. Note the total amounts for both cash and checks. Count all money in the till (not counting pennies). Leave $140 in the drawer (not counting pennies). Use the Harbor Stone “For Deposit Only” stamp on the back of each check (signature area). Put all cash over $140 in a deposit envelope along with any checks. If an envelope already exists under the cash tray, please add your money to it. If no envelope exists, please start a new one and stamp it with the Harbor Stone “For Deposit Only” stamp. Note on the Cash Register Log how much money you collected, how much money the MindBody report said you should have, your name, and the date. If you collected $0 cash, please still fill out the log noting $0. NOTE: A new “Cash Register Log” should be started with each new deposit envelope.
o
Note the new TOTAL amount in the deposit envelope (cash and checks) on the Cash Register Log. If under $100, put the deposit envelope and Cash Register Log back under the cash tray. If over $100, you will need to deposit the funds: Recount all cash and checks in envelope for accuracy. If there are any small bills in the envelope that could be traded for larger bills in the drawer, please do so. For example taking four $5’s from the envelope and trading with a $20 in the drawer. Write the TOTAL amount to be deposited on the Cash Register Log AND on the front of the envelope. If there is a discrepancy, write it on the Cash Register Log.
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o o
Please deposit envelope at Harborstone Credit Union. They have a box on the left side of the main entrance. No Need for a deposit slip. Place the completed Cash Register Log in the file drawer under “Cash Register Log.” Last shift of the night - please staple all Credit Card slips for the day together and place in “Credit Card Receipts” file.
Instructors Class Coverage You are responsible for finding another suitable teacher to cover a class you are currently scheduled to teach. Please understand when getting someone to cover your class, the style of class needs to stay the same. For example, if it is a power class, it needs to stay a vinyasa style. Thus a core or hatha class needs to stay a hatha style. So, you could have your core class covered by someone teaching hatha. Fusion could be covered by power. When this happens, MindBody should be updated to reflect not only the instructor, but also the class change. If you can’t find someone or you are not sure, please contact Amelia. When finding a suitable replacement teacher, please be sure he or she has been approved to teach the style of class. You will find each instructor’s approved styles in the “Can Teach” column on Revive’s contact list. Although you are welcome to email or call instructors to find a sub, you MUST post a “Shift/Class Coverage” card at the front desk and fill it out accordingly. You will receive a weekly email from the MindBody system reminding you of shift coverage changes. If you are NOT receiving this email, contact management. Start/End Class on Time It is really important to start and end your classes on time. Just like you, our customers have busy schedules and we need to respect their time. Data in the industry shows that not adhering to our schedule will turn people away from yoga. If you ever need a timer, there is a watch in the front desk drawer that you are welcome to use. You may also use your music to know when class should be coming to an end. Even going over by 5 minutes can be frustrating for students who have plans. Humidifiers Ensure humidifiers have water in them: o o o
Black – Does not turn off automatically when out of water Beige – Does turn off automatically when out of water Blue – Does not turn off automatically when out of water and should only be used in between classes if possible due to noise.
Heat Use your best judgment. Generally, for a Hatha class the goal is 105 degrees with 40% humidity. The temperature in the hot room will vary with the outside temperature and humidity. In the winter, when the air is dryer, it is difficult to maintain the necessary amount of humidity and therefor the heat must be raised.
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Management Canceling a Class 1. Cancel in MindBody 2. Inform customers via:
- Website - Facebook - Newsletter - Notices in studio (physical and digital) at least two weeks prior 3. About 10 days before: - Put out notice asking instructors to announce in class - Recheck cancellation in MindBody 4. Few days before: - Send out Push notification via app - Post on Twitter - Double check that class is canceled in MindBody
Cleaning A cleaning company comes in once a week to clean Revive. She will mostly clean on Fridays between classes. Following are cleaning instructions for staff: Bathroom Mirror, Windows & Metal o Wipe with WET green Norwex Enviro cloth o Dry/shine with pink Norwex Polish cloth o Rinse Norwex Enviro cloth with hot water; wring out o Lay over black caddy to dry Studio Mirrors and Windows o Mop with WET blue Norwex mop pad marked with an orange “M” (get wet in sink, fold in half both directions, wring out, and stick to mop base using velcro) or wet green Norwex Enviro cloth. It is important to wring it out as much as possible. If it’s too wet it will leave the first mirrors a little streaky. You can always go back and do the first mirrors again if it needs it. o If needed, dry/shine with pink Polish cloth (wrap around mop base and press into four blue circles to hold in place) o Rinse Norwex mop pad with hot water; wring out o Hang to dry Floors Dry Dusting/Sweeping o Dust with dry yellow Norwex mop pad (stick pad to base using Velcro) o Use black brush to brush dirt off the pad Wet Mopping o Mop with WET blue Norwex mop pad that does NOT have an orange “M” on it (get wet in sink, fold in half both directions, and wring out and stick to mop base using velcro) o Rinse or wash Norwex mop pad with hot water; wring out o Hang to dry
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Laundry o Washer/Dryer is not too loud to use during class times so feel free to use as needed o Please use the temperature setting for “Hot/Cold” water and a cotton setting of “Heavy” o Use one capful of chlorine free bleach with each load of ice towels o Ensure both blue Norwex mop pads are washed each morning (they need to be clean for the morning class, but not necessarily dry) o Check the lint filter on the dryer each time and, if needed, empty it Sink, Toilet, and Other Surfaces o Wipe with WET green Norwex Enviro cloth or cleaning wet wipes o Wash Norwex Enviro cloth with hot water; wring out (if used to clean toilet, place in dirty laundry bin) o Lay over black caddy to dry Dusting o Wipe with dry blue Norwex mitt o Shake Norwex mitt outside to release dirt Tough Jobs o Cleaning Paste – Use with WET green Norwex Enviro cloth or with Silver Sponge o Grey Sponge – Use wet (great for scuffs on walls) o Silver Sponge – Use wet either alone or with Cleaning Paste
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NEED HELP There are times when this manual will not answer your question or solve your problem. In these instances, you have a few options:
Ask a co-worker. Contact management (contact info is posted on our contact list). Call MindBody tech support, if the issue has to do with MindBody. To do this, pick up handset on the telephone and press the button with “Mindbody” written next to it. Follow the prompts to reach the correct department. If they ask for Revive’s ID, it is 22522.
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