what’s your pleasure? -...

Weight Watchers® Receptionist Connection | 1

What’s your

pleasure?

July 2015

receptionist connection

2 | Weight Watchers® Receptionist Connection Weight Watchers® Receptionist Connection | 3

July overviewJuly overview

July meetings overview

Monthly thEME: Find your focusWeek Dates Topic Format Special Props eTools Feature(s) Featured Tool(s) Orders Due

27 7/5-7/11

What’s your pleasure? Group discussion, Group activity

— Plan Your Own Success Story article

— Quebec

28 7/12-7/18

Perfect portions Group discussion, Group activity

Gourmet Measuring Spoons

— Gourmet Measuring Spoons

Western Canada

29 7/19-7/25

Outsmart the time bandits Group discussion, Group activity

— Time Is on My Side article — Atlantic Canada

30 7/26-8/1

Body gratitude Group discussion, Group activity

— At-Home Spa Guide article — Ontario

August meetings overview (Subject to change)

Monthly thEME: TBDWeek Dates Topic Format Special Props eTools Feature(s) Featured Tool(s) Orders Due

31 8/2-8/8

To goal and beyond! Group discussion, Group activity

— TBD — —

32 8/9-8/15

The hunger games Group discussion, Group activity

— TBD — Quebec

33 8/16-8/22

A slip, not a slide Group discussion, Group activity

— TBD — Western Canada

34 8/23-8/29

What’s your superpower? Group discussion, Group activity

— TBD — Atlantic Canada

35 8/30-9/5

Awesome! (Yes, you) Group discussion, Group activity

— — Ontario

Contents

Message from Stacey

page 4

Marketing at a glance

page 5

Promotions

page 5

Receptionist Best Practices

page 8

7 Steps to a Caring Weigh-In

page 9

Helpful Tips

page 9

Fitbit Challenge

back cover

WW COnFIDenTIAl As with all Company information you receive, the contents of this publication are confidential and should not be disclosed outside the Company.

© 2015 Weight Watchers International, Inc., owner of the WEIGHT WATCHERS and PointsPlus registered trademarks. All rights reserved.


message from stacey

Hard to believe we are half way through the year already!

Looking back on the first part of 2015, we continued to be challenged with declining enrolments in our meetings and online business.

What went wrong?

The world is changing. The competition of “do it yourselfers” is growing. We did not have enough news to attract people in this changing world.

What are we going to do about it?

To start, we are going to leverage our strengths – our trusted brand name, our passionate, engaged team, our proven program. In yet another scientific study, we were recognized by the John Hopkins Institute for being the best program among all commercial weight loss programs. We will leverage the heritage of our founder – Jean Nidetch, whose drive, innovative spirit and community minded approach live on in our values today.

We will also address the gaps. We will be “consumer obsessed”, seeking more input from consumers and our members. Kerry talked about the “Secret Shopper’ research last month. We also are doing in-depth interviews with our best members to help describe what truly is our “secret sauce” so we can amplify that. We do know that consumers want to live healthily and seek to manage weight through a combination of food, fitness and support. We also know that they trust Weight Watchers to deliver a more comprehensive plan that can address the whole wellbeing. With these findings, we are working on a number of exciting enhancements and new products to service current and attract new members. Some of these, like an improved online product, will be implemented this summer and fall. Some elements will be tested in parts of the country, like the new “Jean-ius” bar and new Onboarding process. However, the majority of the innovation will launch in January 2016. This fall’s Innovation meetings are going to be packed with fun, news and excitement.

Stay tuned!

Stacey Mowbray President, Weight Watchers Canada Limited

marketing at a glance

SUMMeR JOInInG OFFeR

• Since May 31, when a new or returning member purchases a 3 or 6-Month Meetings (incl. Online) Savings Plan, they receive a FREE Starter Kit --- which is over $100 value! Offer ends August 29 or while quantities last!

- Starter Kits are to be given out in the Meeting Rooms during the Registration Process. • Both the Blue Plaid Kits and Zebra Kits are eligible for this offer. - If additional inventory of the Starter Kits is required, you may order additional Blue

Plaid Kits (SKU#81215C/#81215F) by following the regular ordering process. - Please work through your current inventory before ordering new stock. - Ensure to track all Starter Kits that are given away to eligible new members by

tracking on the Product Worksheets as you typically would, but stating the cost as $0.• This joining offer is not available for the following plans: Standard Monthly Plan, Online

Subscription Plan, PAYG, 20-Week Pass or At Work Meetings.

Don’t forget to talk about our Refer a Friend Program• The new referral program for members to reward them for referring a friend to Weight

Watchers and to help them achieve their goals with a friend.Program Overview• Until December 31, 2015, a member with a valid Monthly Pass can invite a friend to join

Weight Watchers and, if the friend joins, the member will get a FREE MONTH extension on her/his Monthly Pass account*.

• The friend will receive a copy of the digital Weight Watchers Simply Filling, Simply Delicious recipe collection.

How to Invite a Friend• Members log in to their eTools account and click the “Invite a Friend” link on the top

navigation of their home page for more information and to get access to the invitation.How to promote the program• At the reception desk and during the meeting, briefly review the program with members.• Instruct members to log in to their eTools account and click the “Invite a Friend” link on

the top navigation of their home page for more information and get access to the invitation. From there they can follow the instructions on the website.

• Members can also review the June Weeklies for instruction on how to participate or review the PowerPoint presentation in the meeting room (if available in your location).

Summer Joining Offer | May 31st – August 29th 2015 | All Districts

Refer A Friend Program - Better Together | until December 31st 2015 | All Districts

*In order for you to be eligible for the one month extension, the friend must stay a member for a minimum of 2 weeks. The offer is available for Online and valid Monthly Pass members. Extension is not transferable or redeemable for cash.


marketing at a glance

Summer “Get Happy” Challenge | June 7th – August 29th 2015 | All Districts

product promotions

This summer, if members attend 10 or more weekly meetings between June 7th and August 29th they will earn the Get Happy Award! The tracking booklet also includes weekly tips & tricks on how our members can get to their happy place, both mentally and physically.

JUne 7TH – OCTOBeR 31ST 2015

As part of the new sales strategy for Products for the balance of 2015 – starting in June, many of the non-consumable products will be featured at 50% off.• There will be no additional collateral to support this special offer. • Ensure that the 50% off Price cards are displayed with the products on sale and

communicated to all members.

24/7 eXPeRT CHAT

We’re here for members between meetings.

With 24/7 Expert Chat members get:• On-demand support from the Weight Watchers

Coaching team• Instant answers to any questions• Strategies and advice to help them reach their goal• Motivation whenever they need it

24/7 Expert Chat is available to Meeting members who have Monthly Pass or eTools accounts as well as available to those who have Online subscriptions only.

Members will log in to their account on weightwatchers.ca and chat with a Weight Watchers Coach.

*24/7 Expert Chat included in Meetings (incl. Online Access) 1, 3 and 6-month plans, eTools and Online plan. This is an online service and not available in meeting locations.

Product Promotions | On Sale

June 21st to July 11th Mini Bars & Smoothies

$8.00

July 12th to August 1st Crunchy Snacks

$4.25

Featured Product Of The Week

On SAle – 50% OFF SeleCTeD PRODUCTS COnTInUeS

July 12-18th Gourmet Measuring Spoons $21.00

ProductWeek Sale Price


20 Receptionist Best Practices

7 Steps to a Caring Weigh-In | Helpful TipsReceptionist Best Practices

From Receptionist Orientation Resource Guide and Performance Standards:

1. Be prepared prior to the meeting with knowledge of current promotions, sale items and Featured Product by viewing TouchPoints regularly.

2. Arrive in a timely manner so you are organized and ready to process members.

3. Make members feel personally welcome and cared for (includes respecting differences and valuing diverse members).

4. Use member’s name and build rapport by showing genuine interest in each member you have the opportunity to support.

5. Focus on People First; Paperwork Second.

6. Execute 7 Steps to a Caring Weigh-In.

7. Actively listening to what members are saying verbally and non-verbally.

8. Work efficiently to ensure Members are processed so they can attend the meeting.

9. Monitor member’s progress providing encouragement and support when they do well and when they do not do well.

10. Ensure each member is comfortable with their results when leaving the scale and let them know you will look forward to seeing them the next week.

11. Refer the member to the program material and Leader when additional support is needed.

12. Provide recognition for scale and non-scale victories.

13. Alert Leader of any milestone awards that need to be celebrated in the meeting room.

14. Point out the benefits of a product(s) that might help Members by listening to what they are saying. Highlight sale items and “Featured Product”.

15. Highlight 24/7 Chat as a tool to support members between meetings.

16. Promote the meeting and orientation as an invaluable group experience.

17. Recognize latecomers, service them in a non-disruptive, yet accepting manner and invite them to join the meeting.

18. Support members with product purchases during the weigh-in, meeting as well as after the meeting.

19. Complete paperwork after all members have been serviced.

20. Work as a team to identify and document names for Extreme Customer Care (At risk Members, New Members, Because We Care).

Weight-loss Goals

On the backside of the Member’s Weight Record Book is information on Weight-Loss Goals. The 5% Goal, The 10% Goal, Other along-the-way goals and ultimate goal.

The 5% and 10% Goal is different for each Member as it is calculated based on the Member’s weight at enrolment. • 10% Goal is the first two digits of the Member’s starting weight • 5% Goal is half of that number.

Therefore, as a Receptionist it is very important to take the time to explain and record the 5% and 10% Goal in the Member’s file and on their Weight Record Book so the Member can be celebrated and rewarded when achieving these milestones.

Not being recognized for such important milestones could be very disappointing for a Member, so engage the Member in keeping an eye on the milestones with you. When explaining the 5% and 10% Goals, enthusiastically ask the Member to be sure to tell you and their Leader when they get there so you can celebrate with them!

You should also note the Healthy Weight Ranges for the Member’s height in the Member’s file so you will see when the Member is nearing what is considered a healthy weight. When the Member is getting close, ask if they have considered an Ultimate Goal and suggest they speak with their Leader to have a Weight Goal Conference.

Additional information on the Weight Goal Conference and Maintenance can be found in the Meeting Room Resource Guide on TouchPoints.

7 Steps to a Caring Weigh-In

1 Smile and greet member by name

2 Weigh and record weight

3 Inform member of the results, listen and watch for response

4 Acknowledge the feelings and respond

5 Ask a question, offer an option, refer member to the leader

6 Alert leader if needed

7 Close in a warm way, and guide the member to attend the meeting

Helpful Tips

Fitbit Challenge!

• Introduce members to Fitbit. -Whatarethekeybenefits - How it seamlessly syncs with your WW

tracker & calculates activity PointsPlus values.

• Encourage members in the group that have a Fitbit to talk about why they love it & how it keeps them motivated to get their steps in.

• Start a Fitbit meeting challenge or ask a willing member to lead the challenge.

• Include members that wish to participate in the group challenge which encourages a healthy competition.

• Ensure to mention that the Fitbit Sale, $10 Off (Sale price of $89.99 + tax) runs from July 5th-18th. Best price in the market!

• During the month of July, discuss the challenge & key milestones members are reaching week by week as they get more steps in.

• Enjoy this friendly challenge & get moving!

StepS for a SucceSSful In-MeetIng rooM challenge

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