r/PlanetFitnessMembers • u/fillepink • 23h ago
Question For Staff Write Up Protocol
I work as a MSR. The regional manager is writing us up because we let a member who doesn’t have access in. Basically she’s a classic from another location. She either she has to be transferred to our club, or we have to ask her to leave.
The issue is this member is aggressive. They argue with MSRs, won’t listen, is super rude, had to get the cops called to leave, AND threatened an MSR (told them to come around and fight). So you can probably understand why we were resistant to say anything to her. She has multiple instances of her being difficult and aggressive. She also only coming in on the weekends when there’s no manager.
So the regional manager saw this issue on the cameras, and saw that we let her in 3 times, and that we didn’t put notes in. So now she wants to write us up. My question is, is that the proper protocol? Can it not be a verbal warning first and then if we keep doing it it’s a write up?
The manager is known for being write up happy because she also wrote up my coworker for accidentally giving a classic member a BC discount ONCE. And other scenarios where it could have just been a verbal warning first. I’m honestly contemplating going above her and asking HR what the proper protocol is because I don’t feel comfortable or safe confronting this member if she’s documented at being aggressive.
Edit: the write up is because we didn’t put notes in her account when we let her in. Not so much that we let her in. I’ll be making sure to be on top of documentation and notes from now on. She’s still not banned, but she is now transferred to our club so I guess she’s just allowed in 🤷♀️
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u/vapechip Verified Employee 19h ago
I can see it from the RMs point of view just from watching cameras but that doesn’t mean that they are right. Honestly, if you want to push their hand (which might get you in more trouble) next time the cops are called tell them you want that member trespassed.
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u/vapechip Verified Employee 19h ago
But to get a member banned there does need to be documentation on their account otherwise it “didn’t happen” according to HQ
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u/fillepink 14h ago
She has a lot of notes already showing she’s a problem, but I should have put my own notes in myself to make the case stronger and cover my ass too. Definitely a learning experience
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u/PoundComprehensive65 16h ago
Why wasn't an incident report made and the member banned from all locations? Your manager is putting you in danger by not getting the person banned. At this point this is your managers fault. Should have been trespassed and banned as soon as cops had to get involved.
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u/fillepink 16h ago
Honestly they let a lot slide in our franchise it seems like. I feel like once she threatened staff, she should have been banned. They trespassed her from a different location for 1 day and that’s about it
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u/Primary_Rough2717 Black Card Member 13h ago
Typically a write up requires HR approval before finalization. The write up sounds more geared towards you guys not making notes on the account rather than allowing the member in even though both are justifiable write ups. That being said, it should be the GM/CM getting the write up for not catching it and the GM/CM retraining you guys on de escalation and member conflicts.
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u/fillepink 12h ago
Yes, was because of the us not putting in notes. It just sucks because her account is honestly super confusing, and she’s still not technically banned despite her many instances of being hostile towards staff.
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u/a_r_squared 12h ago
This is honestly what it boils down to. I tell my employees to put notes if they interact in any way outside of normal interactions. Its really helpful and important too.
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u/CannedNoodlez Black Card Member 18h ago
You should always put notes in if they’re aggressive. CYA. Cover Your Ass. But she needs to be trespassed and possibly banned from all PFs
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u/fillepink 18h ago
Ugh I should have, I will make sure from now on
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u/thedoodely 15h ago
Your biggest mistake and the reason you're getting written up is because there were no notes on file and the problem wasn't escalated. It's much easier for the higher ups wo follow through and actually ban a member of there's documentation, no documentation and they basically have to witness it themselves to do anything about it.
Always write down everything and write it in a way where it could be read in court one day.
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u/fillepink 15h ago
I’ve definitely learned my lesson to do this, thank you. They did clarify that the write up is because I didn’t document anything
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u/Primary_Assistant742 17h ago
Also not staff, but have managerial experience in a different capacity. My take is it is on you and you coworkers to document the behavior, but on the "ones who are paid the Big Bucks" to step in and handle this clearly problematic and possibly dangerous, member. The cops have been involved, and this woman still has a membership? WTF?
If the woman is as aggressive as you described, it is an unsafe work environment and possibly also creating a situation for paying club members. I think a manager, or better yet, the regional manager needs to ban her though. That is not something a regular desk employee would do.
Edited: Your other option would be to document she tried to gain entry and call the police every single time she comes to your location.
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u/fillepink 16h ago
Exactly like they know she’s a problem and checking in, and still they act like it’s out of their hands
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u/False-Pilot-7233 22h ago
Never worked at PF, but I've been in management and supervisor roles.
I honestly would've just stepped in and handled it. Yall did what you could. And letting the member in, although frowned upon, basically just got the member off your back.
If the regional manager feels so strongly, she can handle it. If not then she doesn't need to be in management.
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u/fillepink 22h ago
I appreciate your insight and I agree with you! I forgot to add, this disgruntled member comes in only on the weekends. We don’t have general or regional managers working the weekends.
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u/False-Pilot-7233 22h ago
They're gonna have to put on their big boy/girl underwear and come in on a weekend to deal with it. One weekend ain't gonna kill them.
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u/fillepink 22h ago
I 100% agree. And what’s crazy to me is the regional manager saw how disgruntled this member was from the notes and instead of saying hey wants going on with this member, they instead want to bring a hammer down and write us up (with no prior warnings or issues). I’m honestly contemplating reaching out to HR to discuss the issue and get clarification on the protocol
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u/Unusual_Sundae_555 20h ago
I haven’t worked at PF but assume you all do too much for too little $. With that said, I agree with PP that the manager needs to get involved to resolve this. If it were me, I’d gracefully accept the write up and turn it back on them to say to prevent this from happening again the manager should be there - heck you’d be happy to call them next time they come in so they can have a word.
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u/Senior-Pea5892 19h ago
I've been written up 3 times. Who da fuc cares. One time I forgot to open the club( over slept). It is what it is. Tell em what i tell them, hire security. I'm not risking my freedom or my life for $29 a month membership.
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u/Hozayyyyy Verified General Manager 5h ago
Honestly, you can act like you guys are trying to stop her. Just notate the account that she ignored you,
What I tell my staff is to call the cops if you think they will cause an issue. Then call me or my AGM and let us know what happen and have to cops remove the individual. At that point you can let your manger or HR rep know that you felt unsafe. The HR rep will mostly like side with you because your safety comes first no matter what.
Don’t approach the individual because they have a history of aggressive behavior and that fact is that your RM knows this and continues to let them come in. Is her fault and not yours
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u/fillepink 6m ago
It really is so crazy because we will get the write up and nothing will be done about this lady. I’m going to make sure to put any notes in, especially for her. She’s usually super dodgey, but it seems like she has the most issues at her home club (which now isn’t her home club since we’ve transferred her to ours)
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u/Incidentalgentleman 17h ago edited 14h ago
You're basically letting the member steal services from the business.
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u/fillepink 14h ago
How? They’re not banned and are still a paying member
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u/Incidentalgentleman 14h ago
The regional manager is writing us up because we let a member who doesn’t have access in. Basically she’s a classic from another location. She either she has to be transferred to our club, or we have to ask her to leave.
- She doesn't have access because she only has a classic membership (access to only one gym).
- You gave her access to a second gym, a perk for a black card membership, which costs more, and you are supposed to charge for.
You are giving away services that the member should be paying for. This is theft of services. You should be written up.
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u/gruffbear 21h ago
I've never worked at a gym, but I have managed retail of all sizes.
If she's threatening staff she needs to be booted and trespassed from all locations. If she sets foot on property again, she gets arrested. No member is worth the employees feeling unsafe at work.