Support members with current guidance

For staff handling member questions at Northstar fitness clubs.

This page helps staff find the right approved guidance; it does not replace a location-specific service procedure. Check the applicable club and the member’s question before acting. Where the answer depends on a local process, use the current Northstar guidance in Policy Hub rather than relying on this example.

Before you answer

Use these checks as a general orientation, not as a substitute for Northstar-approved service instructions.

Staff practice

Clarify the member’s question

Confirm what the member needs and which club or service the question concerns.

  • Ask which club location is involved when the answer may vary by location.
  • Check the relevant current guidance in Policy Hub.
  • If the approved guidance does not cover the situation, use the confirmed club support route.
Staff practice

Close the loop

Make the next step clear without promising an outcome that has not been confirmed.

  • Tell the member what you can verify from current guidance.
  • Explain who will follow up only when an owner and route are confirmed.
  • Use Northstar’s approved process for recording or escalating the question.