Misc.
Pool incident. Everyone exit the pool
The day of the month automatic billing comes out
what is the 25th of every month?
A parent asked for an evaluation
-Check the eval week
-Check when the last time they got one
- If DS is available give them PRE
-If it is DSE week, they will already have an eval.
A parent got billed $210 instead of $168
What is a 5th week in the month?
-Let them know our WD policy and guide them to put it in online or in person through a form.
Makeuptokens can/cannot be used while a member is unenrolled.
Cannot
A parent comes to the front upset that their swimmer is sitting on the wall ( On the fish on the edge of the pool)
For safety reasons the swimmer has been placed on the age. This does not mean they lose their turn or in trouble.
Make sure the zip code on file matches the address associated with the card.
What would you do if a parent is upset about their swimmer progress?
Walk the parent through their most recent eval, point out what they need to work on and remind them they can have a PRE.
4
A member did not call their absence in and wants a makeup token for it. They seem unaware of the policy.
Check notes to make sure they have not received a exception already. You can reiterate the policy ti them and give them the token one time.
A swimmer graduates from pro 2 to swim force. What are next steps
Trial in swim force using a token, explain price difference
A member wants to add two cards on file to split their payment when automatic billing comes out.
No the system cannot split payments between cards. One default card must be added. If they have a credit on their account, the system will pull from the credit first and then charge the card on file.
What would you do if a parent is concerned that their swimmer is upset after their first lesson.
Let the parent know that it is normal for swimmers to be upset and nervous on their first day. One lesson is not the true measure of their progress or hoe they feel about lessons. We are equipped and trained to help kiddos on their first days.
you have completed call 4 for a lead
What is assign a task or closed loss
A new member does not want to add a card on file and pay their balance with cash. What is our policy with cash payments.
If a member wants to pay in cash, they must provide 3 months of payment upfront. They can pay their first payment in cash but they MUST put a card on file.
A parent asked what the biggest difference is between a Glider 1 and Glider 2 is.
The biggest difference is swimmers going from a back float to a leading arm rollover. This is a progression to learning a side breath in more advanced levels.
On ICP you see a gift card was purchased online, where does this money go and who does it belong to?
-Goes to the gift certificate acc and need to call the buyer to confirm a recipient.
Year round lessons help swimmers build retention and routine. It is good for development as well.
What is the membership fee for?
Membership fee covers new member perks like bag and shirt as well as family swims on Monday and Tuesday.
A mini parent asks why they "do the same thing" every class and why their are more toys in that lane than the others.
-Repetition is good for that age
-Science of swimplay
You are a parent whose instructor has been changing pretty often and you are getting upset and want to withdrawal.
- We offer consistent curriculum so every teacher they have will be just as great.
- Be empathetic about the situation, some swimmers progress is based on comfortability and can regress when they have more then one teacher.
-Reassure them that a perm teacher is coming or be honest about the inconsistency of that day and time and help them find another teacher that is more consistent