Scheduling
Someone wants a 9:30am Pro 2 and a Glider 1 class for JSC. We have a 9 am Pro 2 and a 10 am Glider 1 already. What do you do?
Tell them to pick 9 am or 10 am. Book the appropriate student into the existing class, ask Abby or Melissa to create the 2nd JSC at the same time.
A customer calls in and says they want to reschedule a makeup.
"I'd be happy to help you with that! Just so you know, we won't be able to reschedule make ups moving forward. They don't expire until you un-enroll from classes, so if you're not sure about your schedule, feel free to use them another time."
What does "Negative Enrollment Classes" task entail?
Checking all classes throughout the week to find classes that are perpetually overbooked. Informing a manager of those classes and following up with families via phone or in person.
How many outbound calls are required per day? Is it acceptable to miss this goal?
50 outbound calls; yes it is acceptable. 50 calls is a goal and comes 2nd to daily operations needs.
When you're not helping someone at the desk or on the phone during lessons and when all the tasks are done.
A family wants a Swim Force make up next week, but we don't have any openings.
1. Explore possibility of a mu in a Pro 2 class.
2. Tell them to call back closer to the day of class, we might have had someone cancel.
3. Check previous attendance for desired night. Have we had a full class in the past 4 weeks? if not, probably safe for them to show up and try to sneak in.
A customer is at the desk and wants to waive the 30 day notice because their child is throwing a fit every time they have to come to lessons. What do you do?
1. Ask about specialized attention in the pool. Have the talked to a DS about this? If yes, who and are they willing to keep the student here and find a soltuion? If no, bring them out and have them talk to a DS.
2. Explain policy. Offer a make up token for this class and last weeks class if that helps. Get manager if needed.
How many times on a Saturday shift should we be making a walk through?
11 (2x/hr + 1 Final)
What is the subject line of Email #2 in the Wave flow?
"Safer Swimming Starts Here!"
How many enrollments do we currently have to go before hitting our 1,300 goal?
Varied based on day
We open up lessons on Sunday nights at 5:30 and 6:00pm. We build this schedule as we go, and the first mom wants to do 6pm lessons right away. No lessons are made yet.
Offer the 5:30pm class first. We can't have instructors here that have holes in their schedules. ie; class from 4:15 to 5:15, nothing at 5:30 to 6:00, and then teaching from 6:00 to 6:30pm.
A member with extenuating circumstances (sick student with a close drop date, closed facility with close drop date, etc...) wants to use a make up token after they re-enroll.
Yes, this is okay for you to approve, but ONLY for very difficult situations. Always let a manager know you did this, and make notes on the family account. Without the notes, I'll delete the tokens on their drop date.
It's Monday. You just got here and don't know how many outbound calls have been made and there are incomplete tasks on the weekly responsibilities checklist. What do you prioritize?
2. Look at the tasks that are unfinished. Is it important to accomplish that task? Would you be okay telling me you didn't make phone calls so that you could finish that task?
3. Example: Checking online activity shouldn't take long, complete that task and move on to calls. Completing inventory and turning it in so Abby can make orders at the beginning of the week is important- someone is waiting and dependent on your completion of that task. Reviewing the Wait List is important for customer retention and should be checked before weekly lessons kick off.
What is the number one thing you can do to get a phone call to book?
Ask for the sale! "Would you like to book into lessons today?" forces them to give you a yes or no answer. Use this after you've answered all their questions and found a good time that works for them.
How many unenrollments have we seen in the past 3 months total?
411 as of 5/16/19
Someone wants to schedule a birthday party.
1. Go to parties and confirm availability.
2. book party and make deposit payments.
3. get all paperwork from blue birthday binder and complete necessary info. (checklist and info page).
4. Send birthday party coordinator a message to follow up on continued process.
Someone calls in thinking that their 2 months of prepaid lessons automatically unenrolled them and now have an outstanding balance on account/have been charged for a month they didn't want to attend.
1. Check notes, first, always.
2. Confirm the family prepaid for two months of lessons that was set to expire in the month they're charged for. Look for certificates filed, details in the ledger, or check with Abby/Melissa. Confirm completion of the registration form.
3. Apologize for the miscommunication and find out what they want. Do they want to withdraw or continue coming? Has their billing info on account been charged? We can't give refunds at the FD, but we could unenroll them immediately (sign a withdrawal still) and give them make up tokens or even house credit for when they want to re-enroll.
You notice that we are missing a couple registration forms during lessons shifts one night. What do you do?
1. Complete those missing reg forms.
2. Either tell Abby that it's an issue OR ask Abby for the okay to spearhead a project that ensures completion of the reg forms. Tell her how you'd like to do it and why.
How can you make sure you're staying on top of your overdue calls?
1. Use Overdue task lists
2. Edit dates of tasks
3. Check your tasks every FD shift
What are Goldfish 5 Core Values?
1. Integrity, Compassion, Trust
2. Celebrate
3. Extraordinary Results
4. Wow Customer Service
5. Golden Experience
Mom calls in and wants to rearrange the schedule for one student, add her other two students in, and only can accommodate between 5pm and 6pm one night a week.
Check all active classes and make offers. Get a manager and go through the class schedule/class available schedule/and lane maps together. Offer mom whatever we can accommodate that is closest to what she wants. Ask MOD to create class and book if appropriate.
Someone calls in and says they cannot get to the facility to fill out an unenrollment form.
You can email it to them. Make sure to give the customer a deadline to return the withdrawal form by and that they know they'll be charged again during the following month if appropriate. Record this in their family notes. When the unenrollment form comes back, PRINT IT and give it to Abby like normal.
You notice there are a lot of unchecked items on the weekly responsibilities checklist but you know it's going to be a really busy shift and you won't have time to get to everything. What do you do?
Customers in front of us always come first. Let the phone ring if it needs to. Ask a manager for help at the Front Desk. Express concerns about being short staffed if you think expectations are too high for one person. Don't stop moving- every spare minute can be filled. Communicate with MOD about pace of evening.
Someone walks into the facility that's never been here before.
Get up, smile, give them a tour, ask questions about their family, and BOOK THEM. If someone walks in here, nobody should let them leave without getting them in a free trial class at minimum.
Why isn't our front desk team as large as our swim instructor team?
1. higher qualifications for employment
2. close communication between coworkers
3. consistency for customers
4. allows us to pay you more & give you more hours