What is the Sales Associate’s responsibility during a member's onboarding process?

The responsibility of the Sales Associate during a member's onboarding process centers around ensuring that new members feel welcomed and integrated into the Orangetheory Fitness community. This aspect is crucial for fostering a positive atmosphere and promoting member retention. When new members have a seamless onboarding experience, it helps them feel comfortable and connected, which can enhance their commitment to the program and their overall fitness journey.

In this context, making members feel welcomed can include introducing them to the facilities, explaining class formats, connecting them with trainers, and perhaps introducing them to other members. This supportive environment encourages new members to explore the offerings without feeling overwhelmed, ultimately promoting a sense of belonging and engagement.

While the sales process of having conversations about additional services, monitoring attendance, or providing financial advice may play important roles at various points in the member's journey, the primary focus during onboarding is on their integration and comfort within the community. This foundational step sets the stage for a positive long-term relationship between the members and the Orangetheory brand.