What do you do when you cancel swim classes for thunder and lightning?   BUT shortly after, the weather clears up and the instructors are gone!
What do you do when a customer shows up with their little one?  BUT you cancelled classes for the day and THEIR CHILD is devastated!
What do you do when a pump motor goes bad and you have to cancel class unexpectedly?  Even though you reschedule, it is NOT convenient for “some” of your families.
What do you do when a student misses class due to illness, travel, or because of another commitment?  But you already paid the instructor, you paid your pool rent, etc.

I am here to tell you, there is NO one right or wrong way to handle these situations. What is right for your business may be detrimental to mine. What works for me may be a disaster for you.

Also keep in mind:   What felt comfortable when you wrote your policies and procedures may not feel so comfortable now that you have an angry customer on the other end of the line.  This is normal.  And this is why we have to always be open to change.  Change is inevitable. When you choose to embrace change you will begin to see it as an opportunity for growth.

So where do you start? Personally, I start with my customers. If they aren’t happy, quite frankly, I am not happy. Second, I listen to my staff. If they aren’t happy, I am not happy. Third, I listen to my gut. If my gut tells me it doesn’t feel right–it’s time for a change!

I did leave out a fourth area that gives you an opportunity for positive growth. Research! There is no shortage of great information out there. When it comes to customer service, one of my favorite books is called “Customer Satisfaction is Worthless, Customer Loyalty is Priceless, by Jeffrey Gitomer. He really inspired me to make it a policy in my office to NEVER use the term policy. That’s right. We have NO POLICIES!

When you’re in the customer’s shoes, how do you feel when you hear the “policy” excuse?  Me? I feel that the business doesn’t value me as a customer. When I feel that way, I take MY business elsewhere!  Where is “elsewhere?”   Usually the nearest competitor!  

Do I ever feel taken advantage of?  Admittedly, I do. It’s not a good feeling either.  But only on a rare occasion do we take a stance and put our foot down.  Because usually we realize that the alternative is worse.  Upset customers tell everyone who will listen their side of the story–not ours.   In those situations you not only lose that customer–but perhaps several other potential customers.  Today with social media, several can become thousands overnight!   So in the end, you have to ask yourself, “is it worth it?”  “Which decision will help me sleep better at night?” That’s the bottom line.

So what can you do?  When our customers register, whether online or by phone, they acknowledge ONE BY ONE  a number of “Registration Agreements.”  If there is a problem later, my office  can refer the customer back to these BUT we handle each case individually and with care. Our goal is to make each customer feel appreciated.   As of today, here is what The Swim Lessons Company families agree to (in terms of cancellations and make-ups) when they register:

____In order to determine your make-up when a class is cancelled due to weather issues, go to www.swimlessonscompany.com and select the “Make-up Schedule” button in top navigation bar.  All make-ups due to weather will be posted within 24 hours.

____If your class is cancelled for any reason, it will be made up at the same time and same location on another available day, i.e, Thursday or Friday. The make-up will be posted on the website under “Make-up Schedule.”

____In the event of an unforeseeable cancellation, i.e., an instructor is sick, pool mechanical problem, water temperature issue, etc.—an SLC representative will call you on the number you listed under “home phone” when creating your account. This is the only contact number shown on the instructor’s roster.  If you would rather us call your cell phone, please contact the office immediately to change that information.

____While there are no refunds for missed classes that have been taught, if you miss class due to illness, travel, other obligation, etc., email Jim Reiser at swimprofessor@sc.rr.com  Let him know that you missed your class and would like to schedule a make-up.  Providing there is a class opening available, we can offer you a makeup at that time during the back half of the session (In other words, once the Live Online Registration Period has ended to avoid over booking a class). If all classes are full and a make-up is not possible during the current session, we are happy to offer you a full credit for that class with no expiration date to be deducted against a future registration.

So that’s what our customers “agree to” when they register, whether online or over the phone.  There are also a number of other registration agreements, but that’s how we handle “Cancellations & Make-ups” today.   I do believe that by publishing your terms and conditions in a contract form, having the customer physically “check a box” beside each term is a very pro-active way of preventing problems from arising.  It may not prevent them all, but in the big picture, you will find it to be a very effective strategy. 

I hope today’s blog helps you!  If you would like to schedule a “One-on-one Phone Consultation,” you will be delighted to see how reasonably priced they are.  To schedule your personal consultation OR for more information, check it out on the Swim Lessons University website today!

Jim Reiser and Vi Hendley, authors and producers of Teaching Children with Autism Spectrum Disorder to Swim, were recently featured as special guests on Autism Live TV.

Autism Live is an interactive webshow providing support, resources, information, facts, entertainment and inspiration to parents, teachers and practitioners working with children on the Autism Spectrum.  We are happy to share with you this special segment, hosted by Shannon Penrod and Nancy Alspaugh-Jackson, about learn-to-swim for children on the autism spectrum.

Shannon Penrod is the proud mother of a nine-year old who is recovering from Autism. Her son Jem was diagnosed at the age of two and a half after having lost virtually all of his language and social skills.

Helping her son on his journey through Autism became Shannon’s top priority. Whether it was researching new diets, learning the legal ins and outs of special education law or finding funding for ABA therapy, Shannon became her son’s best advocate and an advocate for many other families. In 2009, Shannon began the host and producer of Everyday Autism Miracles, a weekly radio show that focuses solely on Autism and hope.

An award winning stand-up comedienne, director and author, Shannon’s goal is to provide families with information and hope while on their journey through autism.

Nancy Alspaugh-Jackson is an Emmy award-winning, former national television producer and executive who pioneered the magazine program format with Westinghouse’s PM Magazine. After serving as Vice-President of Group W Productions, she served as executive producer for a number of network and nationally syndicated programs, including the long-running NBC talk show, LEEZA. A former high-powered television producer turned author and activist on the subject of fearless aging and autism awareness. She co-authored Not Your Mother’s Midlife: A Ten Step guide to Fearless Aging (Andrews McMeel) and Fearless Women: Midlife Portraits (Stewart, Tabori & Chang). She wrote and performed in the stage show “Boomer Babes” and has done motivational speaking to sold out audiences around the country.

She has been honored with the United Press International Award, the Associated Press Award, the Gabriel Award, the Genesis Award, as well as having been named one of the Hollywood Reporters “Women to Watch”. Having grown up with a younger brother with Down Syndrome, Alspaugh-Jackson was aware of the challenges families face raising special needs children. She feels it was no accident that she was given a special needs child to raise herself. Alspaugh-Jackson feels her most important assignment came after her adopted son Wyatt was diagnosed with autism at the age of three (Wyatt is now 11 and making tremendous progress). Although Wyatt started displaying signs of autism at the age of 2, he was not diagnosed with the disorder until three and a half and did not receive effective treatment until the age of four and a half.

With that in mind she began working to help other families find the resources for autism care and treatment. She became the executive director of ACT Today! (Autism Care and Treatment Today!), a national non-profit organization whose mission is to provide resources and fund grants for children whose families cannot afford the necessary tools their child needs to reach their full potential.

In the last five years, she has raised 5 million dollars for autism care and treatment, and launched the first national campaign for military children with autism, ACT Today! for Military Families.

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).

One of our Swim Lessons University Instructor-Trainers in Virginia sent this great question today:

Dear Professor Reiser:

We conducted training at Winchester Parks and Rec today for six prospective Swim Lessons University instructors for our staff.   A question came up.  In Swim 101, why not have the children take their breaths to the side instead of breathing forward?  The questioner observed that one of the children seemed to be getting too vertical when breathing forward.  What do you suggest?

Thanks for your insight!

Coach Bill

Dear Coach Bill,

Excellent question!  Having experimented with about every beginning swimming technique, our experience is that turning the head to the side is just too complex of a skill for a 3-5 year old BEGINNER in Swim 101.  I stressed beginner because once a child masters the “pop-up style breathing,” this front breath without hesitation will transfer effortlessly to the freestyle side breathing when the student is ready for the Swim Strokes 201 class.   When you start with the side breath for such a young child who is also a beginner, it is just too much for them both physically and developmentally to put it together right away in Swim 101.  And again, as you know, once the child is stroke ready we introduce the freestyle with side breathing in the 3-5 year olds Swim Strokes 201 course. 

The secret to success when teaching the 3-5 year old beginners is to keep the skill as basic as possible.  The less complex the better.  Then when the child masters the less complex skill, he/she will be ready to learn something more difficult like the side breath in the strokes class (progression principle). 

In regard to this particular child getting vertical, generally speaking our goal is to discourage any vertical body position in the water and we accomplish that in most cases by allowing the child to master the breath while keeping a narrow, fast kick with any given amount of buoyancy.  We don’t remove the buoyancy until they are successful.  However, on occasion there may be an exception where you accept what the child is doing at that point in time (A good example is that kid who is ready for the swim team, does all the strokes, but just doesn’t flex one foot out yet.  You don’t hold him back and keep him off the 8 & under swim team over something that is just going to take a little patience and persistence).

Back to the pop-up breath. One of the changes coming in the 2nd Edition of Swim 101 is that we believe it is so important that we don’t take away flotation too fast.  If the student is taking more than a second or so to get a breath or he looks distressed, you put a flotation pad back in.  You want the pop-up breathing skill to be automatic and comfortable. And regarding the video clip I believe you are referring to, McKenzie was very comfortable in the water but I agree she was getting a bit vertical on her first breath without the vest.  Today, 7 years later, I may or may not put the Power Swimr swim vest back on her.  Remember this:  That was literally the VERY FIRST TIME McKenzie EVER swam without her vest!  We just happened to get lucky and catch it on video!  She deserves a few chances to get it right providing there is no safety risk and she is happy and comfortable swimming without it vs. nervous or distressed.  I think you would agree she looks happy, comfortable, and confident!

Also please note:  In the 2nd edition of Swim 101 there will be even more video examples.  You’ll also see that we have COMPLETELY ELIMINATED the Paddle Stroke.  If the child isn’t putting face in, the new lesson plan will call for another set of in-line kick practice which makes the combined skill of first-time breath holding while kicking much easier.  It also give our students extra reps on the skill they need the most work.

Hope this helps!  The 2nd Edition of Swim 101 is coming in February.  For a limited time, it can be pre-ordered it at 20% off at www.SwimLessonsUniversity.com

SwimmingSafercerely,

Jim Reiser, Executive Director

Swim Lessons University

The art of teaching children to swim means that sometimes you have to be creative, independent, spontaneous, practical, and even rule-bending.  In the end, it’s about what works best, what engages your students  the most.  One of the easiest ways you can make learning fun for young learners is to tap into their imagination.  Research from the John Hopkins School of Education illustrates the significant benefits from tapping into the imagination as it also stimulates a calming effect on a child’s emotions.  How is this instrumental to those of us teaching preschoolers that are non-swimmers (Swim 101)?

This calming effect turns on more circuits between “the feeling and thinking brain,” and integrates the right prefrontal lobe’s direct responses to emotions with the left prefrontal lobe’s ability to regulate these emotions. This allows the brain’s CEO to do its’ job, helping the child:

•         better control his or her impulses

•         manage negative emotions such as fear and frustration

•         soothe or comfort his or herself

•         move out of defensive behaviors

When you teach the Swim Lessons University Swim 101 curriculum to young children, you will experience the beauty of this approach first hand.  And when you can make swimming lessons for young children more playful; when you have the children engaged and using their imaginations, you are creating an atmosphere where your students are bound to excel and experience the joy of learning to swim.

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).

Dear Swim Professor:
I have a 1:1 class with a 9 y/o boy with Down syndrome. He a very able, capable child and he absolutely loves the water but his previous teacher has completely confused his understanding of bubbles/breath in Freestyle.
Could you/would you give me some strategies, or links, or where to find printed material which will help me to teach him please?

-Mira. 😀

Dear Mira,

Thank you for your commitment to being the best swim instructor you can be, and thank you for your question. While we don’t currently have a specific program available on teaching children with Down syndrome, if you are looking for video examples, I think you will find that the techniques and tips shown in our Foundations of Teaching course and Teaching Children with Autism will work very well for you.

In addition to the Swim Lessons University video courses, here are 12 TIPS for Teaching Swimming to Children with Down Syndrome:

1. INDIVIDUALIZE. Focus your student. Learn firsthand his needs and capabilities.
2. EMBRACE IT! Don’t underestimate what a difference you can make in your student’s life!
3. MOTIVATE. Use his abilities and interests to capture his enthusiasm.
4. CREATE SUCCESS. Give him reasons to feel successful.
5. FOCUS. Don’t overwhelm him with trivial things and focus on ONE thing at a time.
6. DEMONSRATE. Show him what you want. Don’t just tell him. Kids with Down Syndrome are usually excellent mimics. Show him and say, “Do this.”
7. USE SIMPLE WORDS AND SHORT SENTENCES. Use learning cues and short sentences that are to the point.
8. FEEDBACK. Give specific feedback.
9. PRACTICE. Keep lessons short (no longer than 30 minutes). In terms of his general schedule, the parents may want to schedule a less structured activity before his swimming lessons. Alternating between structured and less structured activities is generally a good idea.
10. TRANSITION TIME. Give plenty of simple verbal cues when you are going to move from one activity to another. You could say, “In 5 minutes, we will clean up and get ready for Show & Tell. In 3 minutes…. in 2 minutes, 1 minute,”and then count down “10, 9, 8, 7, 6, 5, 4, 3, 2, 1 – it’s clean up time!” This really helps with transitions (moving from one activity to another.)
11. SHOW & TELL. You might consider having some “Show & Tell Time” at the end of each lesson. This would serve as a wonderful bonding time which you will both really enjoy at the end of his structured swimming lesson. He could show you his favorite book, toy, or even dance for you. Children with Down Syndrome tend to like dancing. Your “Show & Tell” time will also serve as a transition or reminder that the “end of the lesson” is coming.
12. PARENT’S INSIGHT. Talk candidly with his parents. They’re experts and can tell you a great deal about their son’s special needs and abilities.

The last thing I would suggest is to learn as much as you can about Down Syndrome. I would suggest visiting the following organizations websites:
National Down Syndrome Society
1.800.221.4602 | www.ndss.org/ (English)
National Down Syndrome Congress
1.800.232.6372 | www.ndsccenter.org (English)

Woodbine House publishes an impressive collection of low-cost books and DVDs on Down syndrome, including a Parent’s Guide (in English and Spanish) and materials for teachers. Call 1.800.843.7323 or visit: www.woodbinehouse.com/Down-Syndrome.29.0.0.2.htm