Staff FAQ
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      Membership Pilot - STAFF FAQ

      Answers to common questions from staff members regarding the new membership model pilot.

      • Can customers complete an FKO/Trial session as a Non-Member?

        • Yes - Everyone can try a first session FREE just as they do currently. These will be limited to one per person (profile). We encourage guests to complete a trial session to experience the service and to learn about our membership offerings in person.

      • Can customers book an FKO or trial session online?

        • Yes - anyone can book a trial session online. We want to make it as easy as possible for anyone to book and try our services. We will use processes to limit no shows, but do not want to limit access to our programs for the first time.

      • Will customers be able to buy a membership online?

        • Yes - customers will be able to see details, information, and buy memberships online on MBO! This will allow marketing to help drive conversions and sales without guests having to be in the center.

      • Will customers be able to book sessions online?

        • Only members will be able to book online through MBO. This is a great added benefit to members and will ensure that guests cannot book and then no show without payment. All members have a credit card on file, so in the event of a no-show or late cancellation it ensures we can deduct a session from their pass or charge them the appropriate fee. If this is keeping us from hitting goals during the test, we can open up booking for all in the future.
        • Non-members still have the potential to book online, they would just need to sign up and pay for a membership first and then the site will allow them to book. 

      • Will customers be able to modify their membership online?

        • No - customers will not be able to modify the status of their membership online. They will be able to update billing, and buy any additional membership add-ons once they are a member. All cancellations of sessions or of the membership goes through staff.

      • How do customers suspend or cancel their membership?

        • There will be a membership cancellation/suspension process created. In this process, guests will have to fill out our membership change form. Once this form is filled out, it will notify the staff with the information in the form via a Hubspot task. A manager will then be able to make the needed change in MBO. No membership will be able to be canceled over the phone or in person until the form is filled out.

      • How do customers add, change, or remove items  from their membership?

        • Members can use the membership change form or they can make changes with a staff member in the center or over the phone. Members do not have to fill out the form to make changes as long as they are staying a member.

      • Is there a family membership option or discount?

        • Yes - additional family members can join at a discounted rate. The second family member receives 25% off their membership. For 3 or more family members, each additional member receives 50% off their membership. Each member must have their own profile.

      • Can players still do 2 player guided training? How does it work?

        • Yes - we will still offer 2 player guided training. This will function the same as private training. Each player must be on a membership that applies to training and pay. For siblings, each must be on a membership (Family memberships are discounted). For friends/teammates, each must be a member and can be on different packages to pay for their sessions. The “price” of the 2 player sessions will not be different.

      • Do members get discounts on Camps, Clinics, or Merchandise?

        • Yes - Members receive 10% off all Camps, Clinics, and merchandise. These services will all have separate pricing and can be purchased by anyone, regardless of membership status. 

      • Can customers split the upfront payment of the membership?

        • Yes - we understand that the larger Training packages might be more than what someone wants to pay up front. For that reason, customers can make an initial payment for their membership, and then pay the rest of their monthly fee later in the month. They just have to pay the remaining balance before their renewal date.