CUSTOMER INFORMATION
Parents and carers should be provided with comprehensive information at the time of enrolment. It’s important to make sure they know all about the Swim and Survive program, your Swim School’s procedures and policies and relevant details that will make their experience smooth and positive. Information can be provided via email, hardcopy or a combination of both, but remember to draw their attention to key items.
Ideas that are helpful in an information pack are: |
- General ‘Welcome’ to your Swim School.
- Swim and Survive program information as this will help in understanding the learning strands, levels and the importance of teaching water safety.
- Progression pathway so they can see where they are on the journey and look forward to achieving more levels.
- Policies and procedures in writing to be referred to when required. These should already have been communicated prior to enrolment.
- Preparing for lessons including what to bring and tips for successful lessons.
- Communication and reporting mechanisms to deal with queries, show progress and achievements.
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Communicate with follow-up information a few weeks after enrolment to check-in with your customers and provide additional material that will help them settle in at your facility.
This can include information about: |
- National Swimming and Water Safety Framework and National Benchmarks they can achieve through participating in Swim and Survive.
- Intensive programs or private tuition that may provide a learning boost.
- Keep Watch and supervision policies.
- Discounts or promotional incentives.
- Swim School newsletters.
- Swim School staff and teacher profiles.
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Being proactive in your communication and the information you provide will alleviate additional queries, educate your customers and make them feel a member of your Swim School.
