October 15, 2021 (8 hours)

So today was club enhancement fee day. We had a zoom call preparing us for the extra amount of customer service that will come from this day, which really made me extra nervous for the day. The club enhancement fee is a bi-annual fee that comes out on April 15th and October 15th for maintenance on the equipment and facility and for new equipment to be purchased for the facility. The amount that comes out ranges between 19.99 and 32.99, depending when the member signed up. It’s a little bit of a stressful day because it is an extra fee that comes out of every members bank account. Many people forget about it which makes them wonder what the extra charge was for and they want to know if it’s mistake. Some people call and are upset about the extra fee because they have lost their motivation and have stopped coming into the facility, so they don’t want to pay an extra fee for a membership they aren’t even using. But, many of them are still within their agreement term and don’t fall into any of the qualifications to cancel early, so they are mad but refuse to come in and take advantage of it because they want to be lazy. It’s frustrating for me because I can’t really do a lot for them if they aren’t willing to help themselves. My gym specifically has right at 1,000 members, even if only 25% of them forget about the fee and call in asking about it, that is still 250 calls that I have to field and take care of. It was an extremely stressful day for me. But it wasn’t that terrible of a first experience. I didn’t have 250 calls, so that is a plus, but I did have anywhere between 65 and 80 calls to take care of today. It makes it difficult to work on all of my other daily duties while taking care of this many member calls.