I received this document via email after 5p on Thursday March 3. It did not come from Lora LaMarca but another person in Marketing, Amy Frankel. If this was available, why couldn't it have been sent more prompt? Lora has an assistant as well. Makes no sense, other than to put me off.
The document, appears to be a guideline for the Sales staff, in that there are no guidelines of behavior or such for Member conduct that Lee or I could have violated. In essence, this reasoning doesn't not fly. I asked for the parts in which we violated to be outlined and they were not.
What was noted by Amy, who sent this was, "This is a fluid document and we revisit and update it as needs arise." So, does that statement mean they can make-up stuff on their whim and add it in at anytime and say there's then a violation? I think NOT! The document sent to me stands as is, and as is contains nothing that would /could have been violated on our part.
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………2
2. Tax Deductibility…………………………………………………………………………………………..4
3. Family/Senior Memberships and Single Parents…………………………………………..4
4. Lost Cards/Name Changes……………………………………………………………………………4
5. Requests for Refunds……………………………………………………………………………………4
6. Member Children without Member Adult…………………………………………………….4
7. Cards not Received……………………………………………………………………………………….4
8. Exchanging Admission Tickets for a Membership………………………………………….5
9. Grace Periods for Discounts/Coupons…………………………………………………………..5
10. Employee Membership Cards……………………………………………………………………….5
11. Selling/Promoting Memberships in Food/Retail Areas………………………………….5
12. Upgrades and Passes…………………………………………………………………………………….5
13. Deceased Members………………………………………………………………………………………5
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 2 of 5
1. Membership Levels and Benefits
All Membership Levels Receive these General Benefits:
FREE admission to the Zoo every day of the year FREE one-time use guest passes* FREE one-time use ride passes* FREE one-time use parking passes* Invitations to exclusive Members-only events, including sneak previews and meet-and-greets Discounts on education classes, Zoo camps and activities for kids and adults Zoo Views online magazine 10% discount at all Zoo shops, cafés and carts Earn Member Reward Bucks for every purchase made at food concessions and gift shops Free or discounted admission to more than 120 Zoos and Aquariums nationwide Your Membership is tax-deductible. Please discuss with your tax professional. Members are the backbone of the Zoo. You help to support Zoo improvements and are the Zoo’s best cheerleaders. The more Members we have, the better we can make your Zoo!
*Quantities of passes are based on Membership Level. See below listing.
Memberships are not transferable or refundable. You cannot change the name on a card once it is issued. If a name must be changed, you must wait until you renew. Membership duration is 12 months and must be renewed to continue receipt of benefits. There is a $10 processing fee for lost Membership Cards. Passes are not replaceable if lost.
$95 Family
Admits two NAMED adults and up to 5 of your children/grandchildren under the age of 18 (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
Two one-time use guest admission passes Two one-time use ride passes Two one-time use parking passes
$75 Individual
Admits one named adult
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 3 of 5
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$60 Senior
Admits two NAMED adults age 65 years or older (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$45 Teacher/Student
Admits one named adult age 18 or older with valid teacher or student ID
No guest, ride or admission passes are included.
NEW!!! $50 Guest Card (can only be purchased by Members)
Members can pay $50 more to add another card to their Membership. Card will say “[Membership level] Guest of *Member’s Name+”, such as “Family -Guest of Joe Smith.” The card will admit one adult and if the Membership is Family level, it will admit up to 5 children. Member does not need to be present with Guest to enter. Guest receives all general Member benefits except for admission/ride/parking passes.
*When selling Memberships, always ask if they would like to add another card for a caregiver, etc. for $50.
MOTHERS CLUB
We are phasing out the Mothers Club Membership and discount. No new Memberships will be sold. For existing Members, we will funnel them into the regular $95 Family Membership category. For the transitional year, we will offer them the following options: 1) Renew at the Family level for $95 or 2) Save $10 per year if they pre-purchase a 3-year Family Membership ($255, or $85 per year).
ZOO II AND HIGHER LEVEL MEMBERSHIP CATEGORIES
Zoo II and all the higher Membership levels such as Guardian, Sustaining, Supporting, and Patron are managed by Development. Development will determine and communicate benefits and prices. Birthday ride passes are being
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 4 of 5
eliminated. Beginning January 2011, Development will pull renewal lists for these levels, manage and mail their own letters.
2. Tax Deductibility
The San Francisco Zoological Society is a non-profit institution that supports the San Francisco Zoo. Donations made to the Society are generally tax-deductible, but you are advised to seek advice from a tax professional.
3. Family Memberships and Single Parents
Family level and above and Senior Memberships come with two Membership Cards. The Member selects the names for the cards. If the Member does not have a partner or spouse, they can select a friend, caregiver, grandparent, etc. to be named on the second card. If they do not want to name anyone, both cards will be printed with the Members’ name. If they want an UNNAMED card, they have to purchase the Guest Of card for an additional $50.
4. Lost Cards/Name Changes
If a Member loses a card, they will be charged a $10 processing fee. The lost card will be invalidated and cannot be used. Membership cards are non-transferrable; therefore name changes cannot take place until the Membership is up for renewal. Special cases can be considered, but they will be charged the $10 processing fee and should be only allowed one of these name changes during their Membership year. Additional changes will have to wait until renewal.
5. Requests for Refunds
Memberships are NON-REFUNDABLE. Requests for refunds will be taken on a case-by-case basis. If the customer has an issue with that or has a special circumstance, those cases should be sent to the Membership/Marketing Assistant to be discussed with the Membership Manager.
6. Member Children without Member Adult
If the children on a Family Membership come to the Zoo with another caregiver not named on the Membership, or they are older children attending on their own, the children can be admitted free as long as they have the Membership card or identification linking them to the Member name. The caregiver must pay for his/her own admission unless they present a “Guest of…” card or guest pass.
7. Cards not Received
Customers must provide us with a valid, legible mailing address. If the Member never received their cards, Zoo staff can look them up in RE and check when the cards were mailed. If the Member can’t be found in RE, they MUST have proof of purchase to be re-issued cards (their temporary card, a receipt, online confirmation, or credit card statement). Without proof of purchase, we cannot issue them another temporary card or process their Membership. Membership
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 5 of 5
staff MUST give customers a receipt for every on-site Membership purchase, both cash and credit.
8. Exchanging Admission Tickets for a Membership
Visitors can convert their admission tickets to a Family level or above Membership at the Zoo on the day of their visit only and not after they have left the Zoo. They can receive up to $25 off a Membership at the Family level or higher, based on what they paid for admission. This offer cannot be combined with any other Membership discount or offer. There are no refunds on parking if they have already paid for it and want to use the pass that comes with the Membership they purchased at the Zoo.
9. Grace Periods for Discounts/Coupons
An expiration date signifies the end of an offer. Offers are not valid after the expiration date.
10. Employee Membership Cards
Each active employee will receive a complementary 12-month San Francisco Zoo Individual Membership annually. This card gives employees free or discounted admission to other zoos and aquariums around the country. Visit www.sfzoo.org/reciprocal for the latest list of reciprocal discounts. This membership does not come with any admission/ride/parking passes.
11. Selling/Promoting Memberships in Food/Retail Areas
Food and Retail staff should let customers know that if they become a Zoo Member, they save 10% on their purchase.
12. Upgrades and Passes
If a Member upgrades from a lower level to a higher level, they get the difference in the number of passes offered.
13. Deceased Members
When notified of a deceased Member, the first response should be to ask if they would like the Membership put under another name for the remainder of its term. Ask for new contact information and change the name on the card/s (we will therefore have potential to renew the next generation Member). The $10 name change fee is waived in this case. The old cards must be invalidated. If asked for a refund or pro-rated refund, suggest that Membership dues are a gift of support to our
nonprofit organization and are nonrefundable. If they protest further, send a prorated refund.
The document, appears to be a guideline for the Sales staff, in that there are no guidelines of behavior or such for Member conduct that Lee or I could have violated. In essence, this reasoning doesn't not fly. I asked for the parts in which we violated to be outlined and they were not.
What was noted by Amy, who sent this was, "This is a fluid document and we revisit and update it as needs arise." So, does that statement mean they can make-up stuff on their whim and add it in at anytime and say there's then a violation? I think NOT! The document sent to me stands as is, and as is contains nothing that would /could have been violated on our part.
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San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 1 of 5
San Francisco Zoological Society Membership Policies
1. Membership Levels and Benefits…………………………………………………………
San Francisco Zoological Society Membership Policies
1. Membership Levels and Benefits…………………………………………………………
2. Tax Deductibility……………………………………………
3. Family/Senior Memberships and Single Parents…………………………………………..4
4. Lost Cards/Name Changes……………………………………………………………
5. Requests for Refunds……………………………………………………………
6. Member Children without Member Adult…………………………………………………….4
7. Cards not Received…………………………………………………………
8. Exchanging Admission Tickets for a Membership………………………………………….5
9. Grace Periods for Discounts/Coupons…………………………………
10. Employee Membership Cards…………………………………………………………………
11. Selling/Promoting Memberships in Food/Retail Areas………………………………….5
12. Upgrades and Passes………………………………………………………………
13. Deceased Members……………………………………………………………
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 2 of 5
1. Membership Levels and Benefits
All Membership Levels Receive these General Benefits:
FREE admission to the Zoo every day of the year FREE one-time use guest passes* FREE one-time use ride passes* FREE one-time use parking passes* Invitations to exclusive Members-only events, including sneak previews and meet-and-greets Discounts on education classes, Zoo camps and activities for kids and adults Zoo Views online magazine 10% discount at all Zoo shops, cafés and carts Earn Member Reward Bucks for every purchase made at food concessions and gift shops Free or discounted admission to more than 120 Zoos and Aquariums nationwide Your Membership is tax-deductible. Please discuss with your tax professional. Members are the backbone of the Zoo. You help to support Zoo improvements and are the Zoo’s best cheerleaders. The more Members we have, the better we can make your Zoo!
*Quantities of passes are based on Membership Level. See below listing.
Memberships are not transferable or refundable. You cannot change the name on a card once it is issued. If a name must be changed, you must wait until you renew. Membership duration is 12 months and must be renewed to continue receipt of benefits. There is a $10 processing fee for lost Membership Cards. Passes are not replaceable if lost.
$95 Family
Admits two NAMED adults and up to 5 of your children/grandchildren under the age of 18 (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
Two one-time use guest admission passes Two one-time use ride passes Two one-time use parking passes
$75 Individual
Admits one named adult
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 3 of 5
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$60 Senior
Admits two NAMED adults age 65 years or older (if they want an unnamed card, they have to buy the “Guest Of” card for $50).
One one-time use guest admission pass One one-time use ride pass One one-time use parking pass
$45 Teacher/Student
Admits one named adult age 18 or older with valid teacher or student ID
No guest, ride or admission passes are included.
NEW!!! $50 Guest Card (can only be purchased by Members)
Members can pay $50 more to add another card to their Membership. Card will say “[Membership level] Guest of *Member’s Name+”, such as “Family -Guest of Joe Smith.” The card will admit one adult and if the Membership is Family level, it will admit up to 5 children. Member does not need to be present with Guest to enter. Guest receives all general Member benefits except for admission/ride/parking passes.
*When selling Memberships, always ask if they would like to add another card for a caregiver, etc. for $50.
MOTHERS CLUB
We are phasing out the Mothers Club Membership and discount. No new Memberships will be sold. For existing Members, we will funnel them into the regular $95 Family Membership category. For the transitional year, we will offer them the following options: 1) Renew at the Family level for $95 or 2) Save $10 per year if they pre-purchase a 3-year Family Membership ($255, or $85 per year).
ZOO II AND HIGHER LEVEL MEMBERSHIP CATEGORIES
Zoo II and all the higher Membership levels such as Guardian, Sustaining, Supporting, and Patron are managed by Development. Development will determine and communicate benefits and prices. Birthday ride passes are being
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 4 of 5
eliminated. Beginning January 2011, Development will pull renewal lists for these levels, manage and mail their own letters.
2. Tax Deductibility
The San Francisco Zoological Society is a non-profit institution that supports the San Francisco Zoo. Donations made to the Society are generally tax-deductible, but you are advised to seek advice from a tax professional.
3. Family Memberships and Single Parents
Family level and above and Senior Memberships come with two Membership Cards. The Member selects the names for the cards. If the Member does not have a partner or spouse, they can select a friend, caregiver, grandparent, etc. to be named on the second card. If they do not want to name anyone, both cards will be printed with the Members’ name. If they want an UNNAMED card, they have to purchase the Guest Of card for an additional $50.
4. Lost Cards/Name Changes
If a Member loses a card, they will be charged a $10 processing fee. The lost card will be invalidated and cannot be used. Membership cards are non-transferrable; therefore name changes cannot take place until the Membership is up for renewal. Special cases can be considered, but they will be charged the $10 processing fee and should be only allowed one of these name changes during their Membership year. Additional changes will have to wait until renewal.
5. Requests for Refunds
Memberships are NON-REFUNDABLE. Requests for refunds will be taken on a case-by-case basis. If the customer has an issue with that or has a special circumstance, those cases should be sent to the Membership/Marketing Assistant to be discussed with the Membership Manager.
6. Member Children without Member Adult
If the children on a Family Membership come to the Zoo with another caregiver not named on the Membership, or they are older children attending on their own, the children can be admitted free as long as they have the Membership card or identification linking them to the Member name. The caregiver must pay for his/her own admission unless they present a “Guest of…” card or guest pass.
7. Cards not Received
Customers must provide us with a valid, legible mailing address. If the Member never received their cards, Zoo staff can look them up in RE and check when the cards were mailed. If the Member can’t be found in RE, they MUST have proof of purchase to be re-issued cards (their temporary card, a receipt, online confirmation, or credit card statement). Without proof of purchase, we cannot issue them another temporary card or process their Membership. Membership
San Francisco Zoo Membership Policies, Amy Frankel January, 2011 - Page 5 of 5
staff MUST give customers a receipt for every on-site Membership purchase, both cash and credit.
8. Exchanging Admission Tickets for a Membership
Visitors can convert their admission tickets to a Family level or above Membership at the Zoo on the day of their visit only and not after they have left the Zoo. They can receive up to $25 off a Membership at the Family level or higher, based on what they paid for admission. This offer cannot be combined with any other Membership discount or offer. There are no refunds on parking if they have already paid for it and want to use the pass that comes with the Membership they purchased at the Zoo.
9. Grace Periods for Discounts/Coupons
An expiration date signifies the end of an offer. Offers are not valid after the expiration date.
10. Employee Membership Cards
Each active employee will receive a complementary 12-month San Francisco Zoo Individual Membership annually. This card gives employees free or discounted admission to other zoos and aquariums around the country. Visit www.sfzoo.org/reciprocal for the latest list of reciprocal discounts. This membership does not come with any admission/ride/parking passes.
11. Selling/Promoting Memberships in Food/Retail Areas
Food and Retail staff should let customers know that if they become a Zoo Member, they save 10% on their purchase.
12. Upgrades and Passes
If a Member upgrades from a lower level to a higher level, they get the difference in the number of passes offered.
13. Deceased Members
When notified of a deceased Member, the first response should be to ask if they would like the Membership put under another name for the remainder of its term. Ask for new contact information and change the name on the card/s (we will therefore have potential to renew the next generation Member). The $10 name change fee is waived in this case. The old cards must be invalidated. If asked for a refund or pro-rated refund, suggest that Membership dues are a gift of support to our
nonprofit organization and are nonrefundable. If they protest further, send a prorated refund.
This "fluid",lol..... email with policies HAD NO POLICIES... I'm not ignorant.... There are no reasons listed, and even if there had been, there was not reason to have taken my membership away... I did nothing. If I had not been so distraught over this saga, I would have laughed. I cannot believe that this silly listing of rules that have no mention of violations would have been considered by the sender to have made any sense to me. It did not make sense and it was not an answer. It leads me to believe there are no policies. In fact when questioning membership a week ago, they said they hadnt had to do something like this in years.
ReplyDelete@Lee- Yes. Not only is the document title not "Terms and Policy", which lets face it, doesn't exist, this document which was obviously designed as a guideline for those in Membership Sales, does not reflect anything regarding our situation. How can they think that sending such a document would serve as any sort of basis of revoking our Memberships? I think a facility of this stature should be embarrassed by this whole situation.
ReplyDelete