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Facility Details: Tips and Best Practices

Daily Operations

Keep Information Current

Update hours immediately - Changes to facility hours affect door access systems, coaching screens, and digital directories. Update them as soon as you know about schedule changes.

Seasonal hour adjustments - Use Holiday Hours for temporary schedule changes rather than editing your regular hours. This preserves your standard schedule.

Contact information accuracy - Ensure email and phone numbers are monitored. These appear on directory listings and your website, and visitors will use them to reach you.

Managing Photos

Update photos regularly - Keep your facility photos current to accurately represent your space. Outdated photos create visitor expectations that don't match reality.

Photo refresh schedule:

  • Update shop front photo if exterior changes (signage, paint, renovations)
  • Refresh interior photos annually or after equipment updates
  • Add seasonal photos if your facility has distinct seasonal features

Image quality matters:

  • Use natural lighting when possible
  • Avoid blurry or poorly framed images
  • Show your facility at its best (clean, organized, well-lit)
  • Include people when possible (creates welcoming atmosphere)

Publishing Strategy

Test before publishing - If using manual publishing for Digital Profile Configuration, review all changes in Performance Hub before pushing to directories.

Timing matters:

  • Publish facility changes outside peak hours
  • Allow 24-48 hours for directory updates to propagate
  • Don't expect instant updates on Apple Maps or Google Maps

Unpublish when needed - Hide your facility page during soft opening periods or major renovations. This prevents visitor confusion.

Universal API Integration

Understanding Integration Status

Check integration status first - Before expecting website features to work, confirm your organization's website is integrated with the Universal API.

Features requiring integration:

  • Facility Page and Links Application Page display
  • Landing page functionality
  • Free trial booking forms
  • Custom tracking codes
  • Booking widgets

Who handles integration: Your organizational administrator or web development team manages Universal API integration. If unsure about integration status, ask them.

Working Without Integration

If Universal API integration isn't yet complete:

What still works:

  • Digital Profile Configuration publishing to Apple Maps, Google Maps, Facebook, Instagram
  • Marketing & Print dynamic variables
  • Door and access control system hours
  • Internal Performance Hub references

What doesn't work:

  • Website facility page updates
  • Booking form functionality
  • Custom tracking code execution

Facility Hours Best Practices

Planning Hour Configuration

Match your business model:

  • Staffed Hours - When coaches and staff are present
  • Extended Hours - Self-service access periods
  • Holiday Hours - Exceptions for specific dates

Consider integration needs:

  • Door systems unlock/lock based on these hours
  • Coaching screens change content based on staffed vs. extended hours
  • Booking systems use these hours for availability

Managing Hour Changes

Regular schedule changes:

  1. Update Staffed or Extended Hours tabs
  2. Save changes
  3. Allow 5-10 minutes for door systems to sync (if applicable)

Holiday or temporary changes:

  1. Performance Hub automatically adds holiday hours for public holidays
  2. Review dashboard notifications prompting you to confirm or adjust these hours
  3. Manually add other exceptions using the Holiday Hours tab
  4. Your regular schedule remains intact after exceptions

Daylight savings adjustments:

  • Update timezone if auto-detection is incorrect
  • Add Additional Comments to notify visitors about hour changes
  • Double-check that hours display correctly on your website

Multi-Location Management

If managing multiple facilities:

  • Switch facilities using the dropdown at the top
  • Each facility has independent hour configuration
  • Changes to one facility don't affect others
  • Use consistent formatting across facilities for brand consistency

Digital Directory Publishing

Optimizing Directory Listings

Complete all sections:

  • Partial information creates incomplete directory listings
  • Fill out About the Business descriptions
  • Upload all photo types (logo, shop front, cover, additional images)
  • Select accepted payment methods
  • Provide social media handles

Description writing:

  • Lead with unique value proposition
  • Include keywords people search for (boxing, functional fitness, personal training)
  • Mention location landmarks for findability
  • End with clear call-to-action

Facebook description strategy: Due to 100-character limit:

  • Focus on core offering only
  • Use concise, impactful language
  • Skip detailed descriptions (save for standard description)

Monitoring Directory Sync

Check sync status:

  • After saving changes, check "Auto publish" status
  • Directory Identifier shows your sync reference number
  • Use this identifier if contacting support about sync issues

What to expect:

  • Immediate: Changes visible in Performance Hub
  • Within 24 hours: Most directory updates complete
  • Up to 48 hours: Some platforms take longer to reflect changes

If directories don't update:

  1. Check that auto-publish is enabled
  2. Verify your organization has Digital Profile Configuration enabled
  3. Contact your organizational administrator with your Directory Identifier
  4. Allow full 48 hours before escalating

Contact Information Management

Email Address Strategy

Primary Location Email best practices:

  • Use an email address multiple team members can access
  • Avoid personal email addresses that may change
  • Use facility-specific addresses (e.g., downtown@yourbrand.com)
  • Ensure the email is monitored daily

Other Associated Emails:

  • Add historical email addresses your facility used
  • Include alternate spellings or domain variations
  • This helps support ticket routing even with old email references

Phone Number Management

International formatting:

  • System automatically converts to international format
  • Enter phone number in any format you prefer
  • Final format will be standardized

Phone number best practices:

  • Use a number that rings at your facility
  • Avoid personal cell phones that may change
  • Update immediately if number changes
  • Test the number periodically by calling it

Marketing and Print Integration

Facility Variables Connection

All information on Facility Details automatically populates Facility Variables used in Marketing & Print dynamic designs.

Automatic population:

  • Facility name
  • Address
  • Phone number
  • Email address
  • Social media handles

When marketing materials look wrong:

  1. Check Facility Details first
  2. Verify information is current
  3. Check Facility Variables page (Settings / Account > Facility Variables)
  4. Update Facility Details and save
  5. Facility Variables update automatically

Custom variables: Some variables are custom and editable independently. See the Facility Variables page for customization.

Landing Pages and Campaign Management

Planning Landing Page Usage

Match landing pages to campaigns:

  • Free trial landing page for trial offer campaigns
  • 28-day challenge page for challenge campaigns
  • Create campaign-specific URLs for tracking

URL strategy: Share landing page URLs in:

  • Social media ads
  • Print advertising
  • Email campaigns
  • Local partnership promotions

Activation timing:

  1. Enable landing page before campaign launch
  2. Disable when campaign ends
  3. This prevents off-season signups for expired offers

Security and Access

Protecting Tracking Codes

Tracking code security:

  • Only add tracking codes you recognize
  • Verify code sources before adding
  • Remove unused tracking codes
  • Audit tracking codes quarterly

Who should manage tracking:

  • Marketing team members
  • Facility administrators
  • Not general staff

Privacy Compliance

General Data Protection Regulation considerations:

  • Visitors must consent to cookies before tracking codes execute
  • System automatically handles consent requirements
  • You don't need to modify tracking codes for General Data Protection Regulation

Best practice: Inform visitors about tracking through your privacy policy (managed elsewhere, not in Performance Hub).

Troubleshooting Common Issues

Changes Not Appearing on Website

Check Universal API integration first:

  1. Confirm your website is integrated with Performance Hub Universal API
  2. Contact organizational administrator if unsure
  3. Refer to /api-docs/universal/overview documentation

If integrated:

  • Allow 5-10 minutes for cache clearing
  • Clear your browser cache and refresh
  • Check that you clicked "Save/Publish Changes"

Door Systems Not Syncing with Hours

Check integration setup:

  • Door and access control systems must be configured to use Facility Hours
  • Contact your organizational administrator if doors aren't syncing
  • Verify timezone is correct (impacts hour calculations)

Allow sync time: Some systems take 5-10 minutes to sync after hour changes.

Directory Updates Not Showing

Normal delay: Apple Maps, Google Maps, Facebook, and Instagram can take 24-48 hours to reflect changes.

If beyond 48 hours:

  1. Check auto-publish is enabled
  2. Verify Digital Profile Configuration feature is enabled for your organization
  3. Try manual "Push Updates to Directories" button
  4. Contact organizational administrator with Directory Identifier

Photos Not Publishing

Photo requirements:

  • Minimum resolution recommended
  • Supported formats (typically JPG or PNG)
  • File size under platform limits

If photos fail:

  1. Try smaller file size
  2. Ensure image is right-side-up
  3. Use standard JPG format
  4. Re-upload after saving other changes

Workflow Recommendations

Regular Maintenance Schedule

Weekly:

  • Review facility hours for accuracy
  • Check email and phone accessibility
  • Monitor for schedule change needs

Monthly:

  • Review landing page activation status
  • Audit active tracking codes
  • Check directory listing accuracy on Google Maps and Apple Maps

Quarterly:

  • Refresh facility photos if needed
  • Update About the Business description if offerings changed
  • Review all contact information for accuracy
  • Audit Other Associated Emails for relevance

Change Management Process

Before making changes:

  1. Gather all new information
  2. Verify accuracy with relevant team members
  3. Have replacement images ready if updating photos

Making changes:

  1. Update all related fields at once
  2. Review changes before saving
  3. Click "Save/Publish Changes"

After saving:

  1. Verify changes appear correctly in Performance Hub
  2. Check website within 10 minutes (if Universal API integrated)
  3. Wait 24 hours, then check one directory listing to confirm sync
  4. Note any sync failures for follow-up

Working with Your Team

Coordinating Updates

Multiple managers: If multiple people manage facility details, coordinate to avoid conflicting updates.

Communication protocol:

  • Announce significant changes (hours, contact info, closure)
  • Document changes in team communication channel
  • Share landing page activation/deactivation with marketing team

Training New Team Members

Essential training points:

  • How to update facility hours
  • When to use Holiday Hours vs. regular hours
  • How to add photos
  • The Save/Publish Changes button (don't forget!)
  • Understanding Universal API integration requirements

Practice with supervision: Have new users make a minor change (like Additional Comments) and save successfully before granting full access.

Maximizing Facility Details Impact

Complete Profiles Perform Better

Search visibility: Complete directory listings rank better in local search results.

Visitor confidence: Detailed information builds trust and increases visit likelihood.

Complete checklist:

  • ✓ All photos uploaded
  • ✓ About the Business descriptions written
  • ✓ Accurate hours for all three hour types
  • ✓ Social media handles provided
  • ✓ Payment methods selected
  • ✓ Contact information current
  • ✓ Landing pages configured and active

Consistent Brand Presentation

Multi-location consistency:

  • Use similar photo styles across facilities
  • Write About descriptions with consistent tone
  • Match hour naming conventions (if applicable)
  • Coordinate landing page naming and offers

Brand alignment:

  • Follow brand photography guidelines
  • Use approved logos only
  • Match description language to brand voice
  • Coordinate with marketing team on messaging