Policies
How many tokens can a family accumulate per calendar year?
12 per student
This family called 5 minutes after their class started and is asking for a makeup token. What is your response?
Our policy is that makeup tokens can only be issued to excused expected absences which can be created by notifying our team prior to the class time or going onto our app/portal and putting it in yourself.
What happens to my makeup tokens once I drop?
They will stay in their account until their expiration date. You can use them up to your drop date.
The family comes up to purchase a snack! What should you do (in ICP)?
1. Look up their phone number and get their account
2. Press on the very right button that looks like a price tag
3. Ring them up for the item they purchased!
4. Charge the card on file, or take a separate payment method!
My child is 14 months old, but is quite comfortable in the water! She's even taken lessons before. What level would you recommend?
Mini 1
What is our withdrawal policy?
30 days notice!
If a family was reached out to, but calls to book once enrollment closes, what should you do?
Move them to priority!!
"I've been on the waitlist for months!! When will my student get off the waitlist?"
- what is the process following this question?
1. Get their phone number/other identifier and check where they are on the waitlist and what level they're looking for
2. Refer back to the front desk notes and let them know the expected wait-time and where we are at on our waiting list for the level they are looking for.
You're booking a new enrollment for a new student/family. How and what charges do you need to add to their account?
1. Through calendar, you can press the add charges button immediately following booking the class.
2. Go through the family account and go to ledger. Press on New Charges.
Two charges are necessary! Tuition + Anniversary
No! The earliest we can move a child into Junior 1 is 3 months before they turn 2-3 due to size and them having to sit on a wall by themselves.
You can get them evaluated so they can see where their stars at.
What are the two most recent policy changes we have made?
1. Reserving showers
2. Withdrawal process is now online.
This family wants to inquire about a long trip over the summer. What is our policy for long-term absences?
My child moved up into the next level and I can't find a class time that works for us.
Offer the transfer waitlist. Inform them that their correct level will be on their roll-sheet comment
A family can't log in to their app or customer portal anymore! How can you help them? (be specific)
You can send them a password reset link by clicking on the three dots next to the primary guardian's name.
A Glider 1 parent is complaining that the only star they have left is for the rollover which is at 2 stars. Explain the reasoning to why we can't move them up even though they only have one star left.
The Glider 1 rollover is a necessary foundation for our Glider 2 rollover breath and eventually a side breath. We also require mastery of every skill before moving up as they all correlate to an end goal that is required in the next level.
Can I leave the facility during my student's lesson?
In general, no. Let the front desk know if you're stepping out for a call or something quick.
This family has 10 makeup tokens in their account, but they want to drop. They want to get a refund for all of their missed classes because they're a Pro 1 and can't find any openings! What would you say?
- our policy states that we do not give refunds for missed lessons/makeup tokens
- we can help you get as many makeup tokens used before their drop date which gives them a month
- whatever is remaining can be discussed with a manager once it comes down to it
Can I put my account on hold?
You just rung a customer up for a snack and ICP says that their card is expired, but they've walked away! Oh no, what do we do?
1. Charge to the account. The kiosk will notify them to come to front desk the next time they come in.
2. Chase them down! (not preferable depending on how far they are)
3. Do not let the customer leave until the transaction is complete.
My child is not getting enough swim time during their lesson. How long are their turns and how many do they get?
We strive to spend around 30 seconds per skill with roughly 8-10 skills to get through per lesson.
How many weeks of lessons can a family miss without notice in a row before we hold the right to withdraw them from lessons?
3 weeks
This family has had substitute teachers for the past month and they're really upset. (reason being that this person no longer works here) How would you respond?
Unfortunately, this instructor is no longer a part of our team, so we will be on a substitute basis until we can find a permanent instructor.
Talking points:
-remind them that we do not guarantee consistent teachers although it is our goal.
-find a time with a consistent instructor (as an option)
-students can find favorite teachers this way! new personalities with the same curriculum could be exactly what a student needs to master a skill
My kid has been in this level for over a year! They only have one star left. When is my kid moving up?
As front desk, we can follow up with the instructor, leave a roll sheet comment, and schedule an evaluation for the DS to check in
A family comes up to you wanting to move their class from Thursday (5/11) to Saturday (5/20). What day/date should you set for the drop date for previous class?
Any day before 5/18 or the Thursday before that Saturday!
A parent comes up to you and they say their kid can swim 25 yards freestyle, comfortable in backstroke, but doesn't know butterfly or breaststroke. What level should they be in?
Pro 1