Here’s a quick tip on how to improve the customer experience and retention of customers in your swim school.
The tip is setting up a welcome video for new families.
This is something that can be set up easily, it can be shot with something as simple as an iPhone with a little lava microphone.
It doesn’t have to be of amazing quality, with professional lighting and Hollywood sound effects. The key is to enhance your customer initial experience upon joining your swim school as a successful and streamlined first few lessons set the momentum for customer retention success.
The idea is that the welcome email should go out automatically, immediately after a new customer joins your swim school.
The aim of the welcome video should be to help educate parents about how the swim school works. A new customer is not aware how your program works and what to expect so you need to help deliver this education to them in a convenient form.
A welcome video should include things such as how your program works, when your assessment weeks are, how you communicate the progress of students, what to do when a student progresses from a level etc.
This is great if the video includes the owner or manager talking as it can help parents become familiar with the manager and build a sense of rapport.
There is also a time saving benefit to this strategy, as it saves your front desk staff or pool deck supervisors having to explain fundamentals about how your program works as this is completely robotic and automated through the video.
Once shot, a welcome video can be set up in a welcome email template and scheduled to be automatically sent out to every new family. This can easily be done with swim school software such as SwimDesk or a range of other email automation software.
Little things like this help your swim school stand out from other swim schools in your area and gives your customers a great first impression.