Clear Ups

A huge part of my job at LA Fitness is what we fondly know as clear ups.  These are phone calls made by myself and the other operations staff to members who are having issues with the credit cards or bank accounts and haven't been making their payments.  The goal here is to get them to "clear up" (see we're clever) the issues and get their status back to OK with the club.  If we do get these members to OK, we make $5.00 each on top of our hourly salary which can stack up and make some nice money.   

Our manager's goal for us at my club is to make no less than 15 calls an hour.  When you work a 4 hour shift you're on the phone a lot.  Unfortunately not all members are eager to resolve their billing issues.  Since working there I've been hung up on countless times, yelled at, cussed out, and other people will clear up but they'll just be super rude about it.  Most of the time however, you make all these calls and no one will even answer.  If that's how your whole shift goes it's super frustration and discouraging.

That's what my shift was like last night.  I made pretty close to almost a 100 calls and only one person answered their phone and it wasn't even the member that I was calling for.  I had no clear ups and wasn't happy.

Today I got to work and immediately jumped on the phones.  For the first two hours of my work day I got nothing.  No answers at all.  I literally kept hanging my head and rubbing my temples in frustration every time I had to hang up the phone without getting anything.  My manager went to lunch around noon and then magic happened.  In that hour I got 4 clear ups and the possibility of two more later when people got off work.  Then it just kept getting better.  A new list dropped, which means a whole lot of brand new issues were posted which means that people were more likely to clear up.  All of a sudden I had 5, 6, 7, 8, 9, 10 clear ups! I was so incredibly stoked!  I had needed to get 9 clear ups over the course of 3 days to catch up to my coworker who was at the top of the clear up board and I passed her in 1!  Not only was I stoked but my manager was super happy with me.

So now I have tomorrow and Sunday to keep up my awesome clear up roll and hopefully it'll keep going like today did.

How are your weekends going so far?  I know it's only Friday but do you have any big plans?