Have you ever thought about training your swim school staff in customer service?  How well are your swim instructors and front office personnel doing with “the welcome?”  Surveys of customer service firms show that the act that most influences people’s satisfaction is the welcome! In one survey, 96% of the clients who said that they felt “very welcome” when they entered the company’s office, said they were “very satisfied” with the OVERALL EXPERIENCE. So the initial welcome FRAMES THE ENTIRE EXPERIENCE!  “The key moment in every relationship is the VERY FIRST.”  So if you want to improve your numbers, don’t underestimate the “non-swimming” part of your swim school staff training.

To maximize the success of your swim program, you will want to spend time teaching your swim instructors how you want them to greet the students and parents.  I would suggest that you call your office from time to time from an unknown phone number to hear how they sound when they answer the phone and greet your potential customers.  Jeffrey Gitomer has a great tip for those struggling with that:  Imagine you are talking to grandma.   Imagine you are getting a call from a friend you haven’t heard from in years, he says.   That’s how the tone of  their voice should sound when they are greeting your customers.  Thirdly, the way you reply to email.  In our local business, I am the only one who replies to emails.  Replying to emails can be tricky if it is going to be done well, and I would much rather my front line people TALK to my customers, especially if they have a complaint or concern.   You want your customers to hear and feel that you really care.  Typed words rarely do the trick.

I hope this blog was beneficial to you and your swim program.   If you have questions or if you would like to do a “One-on-one Phone Consultation,” I would more than happy to help you solve your specific problems or help you brainstorm on your ideas.   I personally guarantee our session will help.

To your success!

Jim Reiser, Executive Director

Swim Lessons University

The International Swimming Hall of Fame has named Jim Reiser the recipient of the 2015 Virginia Hunt Newman Award for his curriculum and approach in teaching infants, toddlers, and children to swim.  Jim is the first American to win the award in 10 years.

If you would like to learn more about the Swim Lessons University certification program and curriculum, make sure to visit us at www.SwimLessonsUniversity.com  We have training and certification programs designed for both private instructors as well as organizations like YMCAs, Recreation Departments, Athletic Clubs, and more.

Swim Lessons University is currently being utilized by recreation departments, YMCAs, America Camp Association swim lessons programs, as well as by private swimming instructors in 45 states and over 30 countries!

You can also call us toll free at 1-866-498-SWIM (7946).

Have you ever been irritated because of the way you were treated by someone who is supposed to be in the customer service business?

How did that make you feel?

I just spent $500.00 on a flight that I am currently on so I am about 30,000 feet in the air right now (yes, I am in the air now as I write this blog). Five minutes ago I politely asked my flight attendant, “Could I have a cup of coffee please?” She replied, “sure when I can get to you!” And not only the choice of words, but the tone! I wish you could have heard it!

My grandmother always taught me the golden rule, “treat others the way you want to be treated.” Wouldn’t you rather hear words like, “Sure, I’ll be right with you!” Wouldn’t that make you feel better and help you enjoy your experience more vs. “WHEN I can get to you?” Not to mention it would be just as easy! Most importantly, you would step off the plane with a GOOD FEELING about XYZ AIRWAYS. Instead, this one flight attendant gave me a bad impression of their entire company!

Imagine if you or I have swim instructors or other employees who speak to our customers like that in our swim school business. It could kill a small business like ours (or at least hinder our growth) and we would have no idea why!

Be proactive rather than reactive. Here are FIVE takeaways you can put into action today:

1. Find out how the swim teachers are speaking to the parents (Many of my teachers have never met my wife so I have her sit near customers and listen).

2. Listen to how your receptionists talk to your customers on the phone (I listen in when my receptionists don’t know I am listening. They will also sound great when you are there).

3. Check your employee candidates references! Their previous employers will usually be happy to help.

4. Call your swim school from an unknown number.  See how they friendly they sound!  Better yet, have a friend call to collect information without registering.  I would utilize this strategy on a semi-busy day to see if they rush your “potential client.”
5. TRAIN them! You have to train and prepare your employees for those busy, stressful days.  That’s when they have to be at their best!

If you have ideas or stories that you would like to share, please do! I would love to hear from you. And remember: “It’s not just what you say–but HOW YOU SAY IT!”

The International Swimming Hall of Fame has named Jim Reiser the recipient of the 2015 Virginia Hunt Newman Award for his curriculum and approach in teaching infants, toddlers, and children to swim.  Jim is the first American to win the award in 10 years.

If you would like to learn more about the Swim Lessons University certification program and curriculum, make sure to visit us at www.SwimLessonsUniversity.com  We have training and certification programs designed for both private instructors as well as organizations like YMCAs, Recreation Departments, Athletic Clubs, and more.

Swim Lessons University is currently being utilized by recreation departments, YMCAs, America Camp Association swim lessons programs, as well as by private swimming instructors in 45 states and over 30 countries!

You can also call us toll free at 1-866-498-SWIM (7946).

Some state and local health codes specify that a certain number of lifeguards must be on duty for a given number of patrons. Other codes may have guidelines based on ratios of pool surface area to the number of lifeguards. In other cases the state and health codes do not specify the number of lifeguards required to be on duty per number of patrons, or may not require lifeguards at all.

Whatever the case may be in your state, Swim Lessons University (SLU) believes it is of utmost importance that learn-to-swim programs educate swim lessons parents on what it means to have close and effective supervision. According to the National Center for Injury Prevention and Control, 70% of all preschoolers who drown were in the care of one or both parents at the time of the drowning. It is imperative that SLU Professionals educate parents that drowning occurs not due to a lack of supervision, but rather a lapse in supervision. Based on this information, SLU recommends the following guidelines in addition to your local health codes:

In addition to the required supervision in place, a specified adult Water Watcher should be designated for each class. The Water Watcher accepts the following responsibilities as listed on the back of the card:
1. Avoid socializing, using the phone, texting, and all other potential distractions.
2. Continuously scan the water surface and the bottom of the pool.
3. Remain on duty until relieved by another Water Watcher.

*SLU makes a Water Watcher tag and lanyard available for just $2.00, or for $3.00 you can get a whistle too!

The International Swimming Hall of Fame has named Jim Reiser the recipient of the 2015 Virginia Hunt Newman Award for his curriculum and approach in teaching infants, toddlers, and children to swim.  Jim is the first American to win the award in 10 years.

If you would like to learn more about the Swim Lessons University certification program and curriculum, make sure to visit us at www.SwimLessonsUniversity.com  We have training and certification programs designed for both private instructors as well as organizations like YMCAs, Recreation Departments, Athletic Clubs, and more.

Swim Lessons University is currently being utilized by recreation departments, YMCAs, America Camp Association swim lessons programs, as well as by private swimming instructors in 45 states and over 30 countries!

You can also call us toll free at 1-866-498-SWIM (7946).
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