10-10-10
The process of calling all swimmers to the door and getting them to their Lanes 5 minutes before class
What is Check In?
Priority of customer engagement: In person vs. on the phone?
What is In person then phone
Leaving messages open because we don't know how to answer them and telling the Shift lead over the Mic.
Reactive response
The time we start check in
when is 5 minutes before class
Placed on account after orientation
What is BMW
The middle 10 minutes of 10-10-10
What is switching with Shift Lead or cleaning rounds?
When texting you should do this after responding to a message no matter if the conversation will continue
What is closing out a message
Waiting for a trial to come to the front desk after lesson
Reactive
We do this prior to starting check in
What is Walkie to shift lead the starting of check in
When a trial arrives we do this immediately
Last 10 in 10-10-10
What is podium messages, phone calls, check in or trial conversion
When a customer is in front of you having a discussion and the phone rings you do this
What is answer the phone and asking to hold
Making sure to not make any calls in the last 10 minutes of 10-10-10 so we can do check in on time
Proactive
After seeing this on check in screen we send family up to the front if after the 10th
What is overdue Balance
The family still goes over this even if they are a new enrollment and not a trial
What is Orientation
All tasks completed in a 10-10-10
What is Podium, waivers, BMW, overdue balances, water watching, cleaning rounds, lobby interaction, Orientation, CRMs and check in
The phrase you say when answering the phone
what is "Thank you for calling Big Blue Swim School in Tustin, this is _____ speaking. How can I help today?"
Asking for assistance when we don't know how to complete a task, but seek understanding to correct for future
Proactive
This must be signed before entering the pool for a first Trial lesson
What is a Waiver
The action items we hit while giving a tour
The meaning of CRM
what is Customer relationship Management
What we do when AI jerry makes false promises or answers on our behalf incorrectly.
What is reading back entire message before closing and sending in a correction via podium.
Leaving a CRM for Manager about angry parent on Podium
Reactive
DOUBLE POINTS BONUS
Congrats you are a lucky duck
Policy of moving lessons
What is no more than once a month