[text_block style=”style_1.png” align=”left”]As soon as the student enrolls, the instructor sends them a card with a short note welcoming them to the school and confirming their first class. After the student has attended for a couple of weeks, we make a phone call that goes something like this:

Admissions Director: “Hi, this is Angelo from USA Karate, I’m just calling to see how Johnny is enjoying his classes.”

Mom: “Oh, he loves it.”

Admissions Director: “That’s just fine. I want you to know that the instructors are very pleased with his efforts and that we are focused on helping him with his…” (Whatever they sought as a benefit).

Mom: “Well thank you. We’re already seeing an improvement in his respect.”

Admissions Director: “Also, I’d like to remind to you that his first test is in two weeks during class. So it’s very important that he is ready and in a full, pressed uniform with a patch. We also use the tests as a day for the family to come out support the student in his graduation.”

Mom: “OK.”

Admissions Director: I”’m glad everything is going fine. Goodnight.”

Mom: Thank you very much for the call.

Very short but with a definite goal in mind. You want to make sure all is well but also let the parent or student know that you haven’t forgotten them or their needs. This is critical. What’s the point of providing a service if your client/student doesn’t know it? Also, we’ve made it clear that testing is very important.

Two to three weeks later you make another call. This time you are going ask for a little more detail on the benefits enjoyed so far and re-emphasize the test.

Admissions Director: “Hi this Angelo from USA Karate I’m just calling to see how Johnny’s test went.”

Mom: “He was so excited. I think he could have done better, but I think he was nervous.”

Admissions Director: “At this stage in his training our goal is just to get him to try. We aren’t terribly interested in his technical abilities yet. Is he still enjoying his classes?”

Mom: “There was one time that he was playing with his friends and I had a hard time getting him to stop and get ready but that was the only time.”

Admissions Director: “Next time he is in class, I’ll have a little chat with him about the discipline of coming to class. That’s not unusual at all, in fact, we almost look forward to that happening because it gives us a chance to teach some important lessons about commitment and self-discipline.“Do you think the training has been good for him?”

Mom: “Yes, I think so.”

Admissions Director: “In what ways specifically?” (You are reselling the benefits to her and getting her to tell you why the school is helping.)

Mom: “Well, the other night his Dad asked him to take out the trash and when Johnny answered, “yes sir” Dad almost fell out of his chair!”

Admissions Director: “That’s great! Here we are one month into
his training and we’re already seeing such improvement.

Imagine where we’ll be in a year or in three years when he’s a black belt. I’d say we’re off to a good start. If there is ever anything that we can help you with, please don’t hesitate to call.”

Mom: “That’s very nice, thank you.”

In this conversation, we probe a little deeper for benefits. We want to make sure the student/parent recognize the positive benefits they are experiencing. Granted, not all conversations will be as smooth as this but the majority will. This series of phone calls will make a big difference on your retention. The information obtained should be shared at the daily meetings and the concern shown to the student by the schools will go far in endearing the student to the school and helps them to feel much better about cutting that first tuition check.[/text_block]