Proration
A family comes in for a trial lesson on the 18th of August and want classes on Thursday's what would their rate be for the rest of August? (include reg fee)
What is $69.50 (51.50$ for 2 weeks 18$ reg fee)
When is the last day to drop a class
18th of any month
When is payment normally pulled
What is one thing we always need from new clients
Enrollment form.
A family has 5 kids that they are wanting to sign up for the month of September what would their monthly payment be including regs fees?
518.80$ (45$ reg fees 103 for first kid 92.70 for the rest)
Why would a parent get dropped?
No payment, requested to drop, too many no shows with no response to calls or emails.
Anytime after Lance puts in the charges as long as the clients approve it
A parent says that their child has had lessons before can they just automatically go into whatever level I choose?
Let them know that we do a free trial to see what their child can do try to get all the specifics on if they can float what strokes they know or are learning and go from there. If they are adamant about it (customer is always right) let them choose but still let them know its a trial and then we will proceed from there
A family does their trial on September 3rd. They then sign up for Tuesdays what would be their rate for September?
103 plus 18 reg fee
If the parent changes their mind and wants to keep kids enrolled.
A parent comes in asking if we can separate payments between two cards because parents are divorced what would you tell them?
Let them know that unfortunately our system is not able to do that on a recurring basis. They would have to either come in before the 20th and pay their portion or they can go online and pay their part through the portal.
A parent wants a class on Tuesday's at 5 pm but the class is at full capacity. They ask, Can you just squeeze my kid in? How would you proceed
Let them know its a safety issues and we are unable to put them in that class let them know of other options (Early/Later times) offer to waitlist them so when a spot comes available they can have it.
A family has 2 kids they are wanting to get both kids in 2 classes 1 gym 1 swim what would their monthly bill look like if they started on the 20th of August?
Kid #2 First class 46.35, 2nd class 25.75 plus reg fee 18$
Total $185.35
A parent walks in on the 18th at 7:35pm right as we are closing they ask for a Drop form. All of the computers are turned off. Would we still honor this drop?
Tenea would say yes but Lance may have other thoughts Lol.
a parent is getting spicy with you because they feel they are getting charged too much what would you do?
You should look at their ledger and see if you can spot the difference or you could send them to Lance and have him look at it or do an audit.
A parent comes in and says, we are going on vacation for 3 weeks we'd like to pause our membership while we are out of town. How do you proceed
Let them know that we don't offer pauses and they can either disenroll and re enroll when they are back or they can get make-up tokens and use those when they comeback
How much would a semi private class be for 2 kids starting at the beginning of the month?
157.50 per kid then 18 reg fee for both kids
Total is 351 for the month
How soon can we drop someone if its a medical emergency?
ASAP send the form and tell Lance he'll do the rest :)
What happens when a client doesn't want to put a card on file what should you tell them
Explain our auto pay policy and let them know that if they pay cash by the 20th of the month if they fail to pay by the 20th they will have to pay a $10 no auto pay fee.
A parent says, "we need to move Johnny's class from Monday's to Wednesday's, but only if his cousin can switch too and it needs to be with the same coach" How would you proceed?
Check availability, explain constraints, and avoid making promises. Offer other solutions and/ or waitlist. Balance customer service with fairness to other families.