For gym or studio owners · Back office
Build a front desk answer sheet from your rules
One page of the questions your desk hears every day, each answered in your words from your own policies, with a list of what goes to you.
The prompt
Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Gym and studio owners, desk staff and coaches who cover the desk.
I run a gym or studio. My desk staff and coaches get the same questions every day, about guest passes, late cancels, lockers and freezes, and they answer them differently. I want one page they can keep at the desk, with each answer in my words, taken only from my own policies. What I have: - The questions people ask most, as close to their words as I can remember: [COMMON QUESTIONS] - My policies and house rules: [MY POLICIES] - Who answers what when I am not there: [WHO HANDLES WHAT] - How I sound with members: [MY TONE] What I want: 1. Match each question to the part of my policies that answers it. 2. Write a short answer for each one, two sentences at most, in my tone, that staff can say out loud or paste into a message. 3. Make a separate list of questions my policies do not answer, so I can decide them. 4. Add a section called Goes to the owner: injuries and health questions, refunds, billing disputes, complaints, and anything my notes say I handle. 5. Lay it out so it fits on one printed page. Rules: - Write a draft for me to read. Do not send or share anything. - Use only what I gave you. If something is missing, ask me instead of guessing. - Never make up a policy, a price or an exception I did not give you. - Where two of my policies seem to disagree, show me both instead of picking one. - Leave out card details and anything about a member's health. Give me back: - The one-page answer sheet - The questions my policies do not answer yet - Any places where my policies disagree
When to use it
You keep answering the same questions about guest passes, late cancels, teens, lockers and freezes, and new staff answer them differently.
When not to
Do not use it to write new policy or to settle a question your rules do not answer. Injuries, medical questions, refunds and complaints stay on the list that goes to you.
What to paste in
- [COMMON QUESTIONS]: The questions you hear most, at the desk, by text and on the phone.
- [MY POLICIES]: Your house rules and membership policies: guest passes, late cancels, age limits, freezes, lockers, anything written down.
- [WHO HANDLES WHAT]: Who on your team answers which kind of question when you are not there, and how to reach you.
- [MY TONE]: Three or four words for how you sound with members, or a message you sent before that you liked.
Never paste
- Member names or account details from past questions
- Card details or anything about a member's health
A filled-in example
Sample. Fictional business, fictional client.
COMMON QUESTIONS: Can I bring a friend? What is the late cancel rule? Can my 15-year-old come? Do you have lockers? Where do I park? Can I freeze for a vacation? Do you have showers? MY POLICIES: Members can bring a guest free once a month. Cancelling under 12 hours before class counts as a used class. Ages 14 to 17 join with a parent signature and come with the parent. Day-use lockers, bring your own lock. Back lot parking after 5 pm. Freezes are 1 to 3 months, once a year, by email. No showers, two changing rooms. WHO HANDLES WHAT: Desk staff handle bookings and guest passes. Coaches handle class questions. Freezes, billing and anything else come to me by text. MY TONE: Friendly, plain, quick
What you should get back
- A one-page sheet with a short answer for each common question
- A Goes to the owner section for injuries, medical questions, money and complaints
- A list of questions your policies do not answer yet
- Any places where two of your policies disagree
What stays with you
The prompt writes a draft. You decide what happens to it, and nothing should reach a member until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.
Related
- Move member texts off your personal phone. A reply, a notice for members and a saved line that move texts from your personal number to the studio's line without anyone feeling brushed off.
- Answer a trial class inquiry from your schedule. A reply to someone who wants to try a class, with real times from this week's schedule and one clear way to book the trial.
More: every prompt for gyms and studios, back office, and AI for gyms and studios.
Which three fit your gym or studio?
The free quiz scores your gym or studio on sixteen things and picks the three prompts aimed at your three lowest. It takes about three minutes.