Admin/IS
A 30-minute Zoom meeting that informs instructors about how to take clients and get paid, LSG, policies, and more.
What is the Onboarding Session?
What we use to search and see instructors around an area.
What is the Maps Tool?
Lists our terms and conditions and is also called our liability release form.
What is the Swim Lesson Agreement (SLA)?
You should wait this long before marking your candidate as a no-show on the scheduler.
What is 5 minutes?
Ages 3–17, warm water, and lessons three times a week are all part of these requirements.
What is the Learn to Swim Guarantee (LSG)?
Items an instructor must complete before taking clients.
What is their Profile, CPR, Wingspan, and SSS 101 or Onboarding Session?
What we type in the "Representative" box to indicate a phone sale and trigger the system to manually send the client the SLA after registration.
What is "Registered by: Rep's Name"?
When you want to start looking for a new instructor without removing the current instructor from the package.
What is a soft rematch?
Hired swim instructors must provide this certification to consider being matched with clients.
53%
What is the highest percentage you can do in a 12-lesson + LSG package?
Name the steps you take to pause a client's billing when needed.
What are hold billing from package actions, pin a note, and create a task/case?
Name 2 ways we can win a caller's trust and build a moment where the caller feels genuinely heard (hint: The Human Rules).
What are: using the caller or student's name, reacting to what they share (celebrating milestones, acknowleding concerns), asking follow-up questions about the student, saying "I completely understand" before addressing concerns, or letting there be pauses throughout the call?
List the 4 things you need to do after finalizing a rematch on a package (hint: not including deleting bot tasks or selecting CB when rematching).
What are edit matching notes, slack in the matching channel, email client confirmation, and creating task to rematch update/follow up?
When you use the Maps feature in the app to view the number of waitlisted clients located near the candidate’s application address.
What is linking the waitlist to the applicant?
Failing to send this updated document can result in incorrect lesson scheduling and payment problems.
What is an updated contract?
Items an instructor must complete before taking their first client.
What is their Profile, CPR, Wingspan, and SSS 101 or Onboarding Session?
The five qualifying questions in step "I" of the SWIMLANE framework.
What are: What area or zip code are you in? Do you have access to a pool? Who is the student/what is their current skill level? What is the main goal for the student? Any special preferences or considerations?
Name 5 client retention strategies (hint: what we offer to clients to try and save).
What are SG, explain low opps so no match guaranteed, assure client SI is top-rated, offer a pause, offer temp refund, soft rematch, adjusting package etc.?
Instructors are responsible for filing their own taxes, managing their schedule, and the costs associated with the job, making them this type of worker.
What is a 1099 independent contractor?
Calculate the amount, email a breakdown to the SI, add everything to the SI profile, put in the timesheet channel.
What is the process of applying a pay fine?
New, Touched Base, First Match, First Match Follow Up, Completed, Not responsive, No opps.
What are the sections of the Worker's Pipeline?
Name all steps in the SWIMLANE Framework.
Start strong, Win their trust, Inquire about their needs, Match the Solution, Lock it in, Address objections, Navigate the registration, End with Enthusiasm
60%
What is the highest package value we can have on a lesson package?
We should never see this color on the interview scheduler.
What is orange?
Lost pay, unhappy clients, and refunds are all results of this.
What are the effects/consequences of a cancellation?