Sample Tutorial Module Transcribed from a Video
Euro School of Tennis Instructional Material 6
CLASSES AND EVALUATIONS
Cancellation and Make-up Class (2:00)
If there was a cancelled class and the client is inquiring for a make-up
class, respond with:
“If you are enrolled in a class that has been cancelled, you will get an
email how we will compensate you. Since you did not receive an
email before the end of the previous month describing a make-up day
for the class in question, you will get an email letting you know a
credit has been added to your online account for a future enrollment
that can be used for anyone in your family once it has been
completed (please allow 2 weeks after the start of the new month for
refunds to be processed). Please let us know if you have any
questions, comments, concerns, or feedback!”
Schedule for Evaluation (10:57)
1. If an interested client wants to have an evaluation for his child to join
Junior performance, we forward the concern to Alex and cc Kelly so
she knows what’s going on.
2. Message Alex with:
“Alex, we have an evaluation over the weekends in Fremont. What
time on Saturday works for you?”
(57:07)
3. When Alex responds with the preferred schedule, send an email to
the client saying:
“We can fit an evaluation for (student name) at (time and day). This is
only a 10-minute evaluation to see what level he belongs in. Please
confirm that this works.”
Euro School of Tennis Instructional Material 6
Junior Performance Program (12:43)
When a client wants his child to be enrolled in the Junior Performance
Program, you might need more information that can be found on the
website.
1. Go to the Junior Performance page and copy the schedule options.
2. For once-a-week schedule, we will enroll the student, for twice a
week, parents will do the enrollment. Sometimes, parents will email
and give us permission to enroll their students.
3. When that happened, we will enroll the students and let them know
through email that the enrollment was done and we attach the
receipt.
4. Respond with:
“The schedule for Junior Performance is below. Please take a look
and see which works best for you. Let me know what schedule you
would like. The dates for each session is on the link I provided in the
earlier email. Once you choose a schedule, give permission to charge
the card for this and I will respond with a RECEIPT.
5. Copy then paste as plain text the schedule from the website.
6. Check on Mindbody the availability for enrollment. When no one is
enrolled, it doesn’t mean no one is showing up. Sometimes someone
will show up and the coaches will let you know.
7. If a possibility of another class cancellation is expected, you don’t
need to include it in the email so as not to discourage the client.
ACC or After Camp Care (20:00)
1. We had in the past summer camps with after camp care. The aftercamp care is like a glorified baby care adventure. It was created for
the convenience of the parents.
2. Take a look at the dates on the website.
3. Check the roster on Mindbody.
4. Send the message to Kal and cc Kelly. Write in the message:
“This person really wants his child to be in the Los Altos camp, but
cannot sign up unless there is ACC. He also needs to know that this
Euro School of Tennis Instructional Material 6
will not be cancelled (even though we have nobody enrolled yet). He
told me on the phone yesterday that he will pay whatever he needs to
make this work because his son loved the camp so much last year.”
5. The ACC enrollment is included in the Mindbody. Here’s a snip of
what the enrollment description looks like:
6. We usually give the students equipment to play, games, or passes to
some areas during the ACC. If they are not yet exhausted, they may
play tennis. The important thing is the kids are taken into account. If,
let’s say it’s super hot, or it has been a stressful day for the kids,
maybe you should do something that could help them move or simply
stretch their legs.
7. Here’s a sample detail of the ACC:
Euro School of Tennis Instructional Material 6
8. Clients may choose between a full week or a drop-in.
Drop-In (27:55)
1. Go the week related to the requested drop-in, then look for the
destination. If there is already somebody enrolled, then that’s good.
2. Ask permission from the client to make the purchase on his behalf.
Write:
“(client name), I can take care of this purchase for an enrollment for
you since they are drop-ins. Just give permission to charge the card
you added to your billing info when you set up your account.”
3. Pull up the client’s profile. Find the student’s name.
4. Check the details like birthday and relationships. There should be
three in the relationship:
a. Is paid for
b. Parent/Guardian
c. Shares pricing option
Euro School of Tennis Instructional Material 6
Check also the billing information. If there is none, send a
message that goes like this:
“Please edit your billing info and add your credit card.”
5. Ask for other lacking information like the specific name of the child
that needs the enrollment.
Private Lessons (1:15:32)
A client may want to avail of a private lesson for himself or for his child.
1. Respond with:
“I will take your availability to our coaches in the area. Are there any
more time frames you are available?”
2. Send also the email to several coaches who might be available with
the message:
“Private or semi-private in (area)
Available on (dates and times)”
3. You may check the availability of coaches through Google drive >
Staff Info > Staff Availability file.
4. Since it’s Alex who is usually doing the evaluation, we arrange the
evaluations according to his time. We can schedule another coach as
last resort if he is not available.
Euro School of Tennis Instructional Material 6
ENROLLMENT AND MEMBERSHIP
Duplicate Accounts (33:00)
1. If you notice that there are duplicate accounts for a client, go to that
client page > Manager Tools > Client > Locate Duplicate Client.
2. Go over the list of duplicate clients. Compare the information on the
two accounts. Usually, one account will have lacking information. You
will then retain the account which has the most information. (Green =
Keep, Red = remove)
3. If the two accounts are similar in all details, you will have to merge
them into one. Click the button “Merge Clients” on the bottom of the
page.
4. Check the other important details such as relationship and
emergency contact number.
5. Once you’re done editing, don’t click back. Just click save and on the
name of the client so the browser can recognize that a change has
been made.
Euro School of Tennis Instructional Material 6
Adding Class to an Enrolled Client (37:35)
1. Check on the clinics and see if the preferred class is still not full.
2. Check the student’s age and compare to the age ranges for each
class. If the classes are full, you may put the client on the waitlist. If
several are already on the waitlist, continue to put the student there
since sometimes, when there are a lot of students, we may put up
another for the students.
3. Inform the client by saying:
“I fixed several problems with your profile, including the fact that there
two versions of the same profile (this would be why you are having
issues). However, the (class time) is full for the rest of (year). Please
choose another time.” (Include the options for the available dates with
the months they are full.)
4. We may make changes to the computer system but it’s the coach’s
decision to move one student to another class and inform you.
Euro School of Tennis Instructional Material 6
Enrolling for Membership (51:10)
1. First, make sure that a client has the correct information and they do
have a membership.
2. Check the start and end date.
3. Copy-paste the student name (on the left) and the client’s name (on
the right).
4. Add the start and end date, the telephone number.
Note: You may format the list later so that the font size, style, and
color are the same.
5. Check also the email and that the email client confirmation is ticked.
Make sure also that the client is the paying client, which sometimes
might not be the student’s parent.
6. Check other information like name of the coach, time, days, and date.
Euro School of Tennis Instructional Material 6
7. If the “Current Series” do not contain anything, you may quick enroll
the client.
8. Enroll the client, then check the roster.
9. Make sure that he went there completely.
Euro School of Tennis Instructional Material 6
Red means it wasn’t paid yet. Since they have a membership, they don’t
have to pay for that class until the first of each month.
After the first of each month, Kelly goes through the rosters and opens a
random one. If a green block shows up, then there’s something to check
like the client’s purchases, payment schedule, or sometimes their card may
not have enough funds on it.
10.
Repeat the procedure for every month for the year the
membership is valid.
11.
For parents who enroll themselves, make sure the dates they
enrolled to are really in place.
12.
Once done, check the classes for the entire year.
13.
There should be four classes in each month. When there are
three or five in a month, it might mean one of the classes should have
been into the month where there’s only three, but because of how the
calendar works, the classes were arranged like that.
14.
Update the rest of the cells on Membership.xls file.
Euro School of Tennis Instructional Material 6
REFUNDS AND PAYMENTS
Refund (45:50)
If a client wants verification of refunds, do the following:
1. Copy the client’s email and find the profile on Mindbody. Check the
Accounts and find the refund receipt.
2. Copy the receipt. Then respond with:
“(Client’s name), The funds have
already been given out for that month to
your online account. You should have
gotten a notification email. Here is the
receipt for that transaction.”
3. If there is an additional problem, the
client can send an email back.
(48:30)
4. When payments for membership go
through, they just automatically take
payments from the card regardless if
they have anything on the account.
5. What clients can do is to send Kelly an email which says, “Please use
my account credit for my (month) payment.”
Euro School of Tennis Instructional Material 6
6. Kelly will then delete the mentioned month’s payment and will have a
reminder for herself regarding who needs to go through on their
automatic payments.
Incorrect Charge (48:30)
If the client has a transaction dispute, verify first on his profile if the
mentioned amount is present. If there is none, send the email to Kal with a
note:
“This person claims we charge him on (date). There has not been a
purchase since Sept. 2015. He said he is disputing it because it definitely
came from us. I don’t see how.
(1:04:50)
When Kal responds and asks for you to send the screenshot of his
purchase, here’s how you do it:
1. Find the client’s profile on Mindbody.
2. Go to purchases. Change the start date to pull back as much
information as needed.
3. PrintScreen the information, then paste onto Paint. Crop the
purchase details.
4. Save the screenshot in a folder and rename the file.
5. Go back to the client’s email and reply with:
“(Client’s name), this is very confusing to me. There has been
absolutely no account activity in your history since (latest date). I
have attached the entire history of purchases I have for you (see
picture). Please let me know what you find out.”
Attach the screenshot file.
Euro School of Tennis Instructional Material 6
Automatic Payments (1:12:15)
If there is a balance (dollar bill sign) on the student’s name, we can use this
for automatic payments or their purchases.
1. Make sure of the student’s name (the one on the right side on the list
of members file).
2. Click Sales, then enter the information needed on the Retail Point of
Sale page
3. On this page, you can find the student’s name and paying client’s
name, together with the account balance.
Euro School of Tennis Instructional Material 6
4.
5.
6.
7.
8.
On the select service choose Clinics.
Pay for, choose the dates. Click “Don’t reconcile”.
Choose the number of clinics per week on the Item Name.
On the Discount, choose Amount instead of Percentage.
There is a membership price, a discount of $25.
9. Input the account balance and the new amount will appear.
Euro School of Tennis Instructional Material 6
10.Click Print Receipt > Manually Print. Scroll down to see Customer’s
copy.
11. Copy and paste the receipt on your response email together with this
note:
“This has been taken care of. Here is the receipt.”
(1:23:52)
12. Once an account has been credited, you can see that the client has red
and green bars. All the unpaid are on the red bar, and the paid (the one
credited) is on the green.
13. If you notice some discrepancy, you have to fix that. If, for instance, the
amount they were paying for was different from the one you input in the first
place, go to Purchases, then Void the recent purchase. Then repeat the
process starting on step # 1.
Change of Card (1:22:01)
A client may want to change the card used for billing purposes. Respond
with:
“I cannot take card information at all. You will need to log in, go to MY
INFO, then update your billing information. Then let me know once it is
done and I can continue with the purchase.
Euro School of Tennis Instructional Material 6
HIRING
Phone Interview Confirmation (2:53)
1. If an applicant approves a time and date for the phone interview but
your availability is unsure, check previous emails to check if the
applicant mentioned other date and time options.
2. If there is, reply with the following:
“I was hoping I would be free today, but we will have to schedule this
for (date) between (time). Please confirm if this works.”
(17:53)
3. If the applicant’s preferred schedule for phone interview is fine with
you, respond to the email with:
“(Name of applicant), (Day) between (time frame) works just fine. I
will call you. Talk to you then!”
Rejecting an Applicant through the Resume (6:45)
We only reject applicant resume and not proceed with the phone interview
if the position applied for is a tennis coach and certain conditions are not
met. Here are conditions that will qualify a tennis coach applicant:
a. They are living in California, in the Bay Area
b. They know when they are living here, at least part time (we do have
seasonal employees).
c. They can legally work here.
If the applicant is a great tennis court but not living in the specified near
areas, we don’t move them out just to work here.
Euro School of Tennis Instructional Material 6
Reminders:
1.
2.
3.
4.
Check voicemails every weekend.
Prepare drafts for email responses.
Keep track of the phone interview schedules.
When you enroll a student in a different age group, an error message
will appear, or the process won’t push through.
5. Check details when purchasing. When a client has an account, we
encourage them to use that first. We only give discounts to those who
ask.
Video link:
https://drive.google.com/file/d/0B_vDzjXbWZWwYWpCdnZYdUlVclE/view?
usp=sharing