Driving Revenue through RTA’s Plus best practices for TNE’s
Welcome Headshot Mike Lander Penny Loome
Agenda • Why are we here? • Managing RTA’s in Symplicity • Keeping in touch and following up • Discussion • What do I do next?
Why are we here? Average RTA Feb ‘13 -Jan ‘14 Feb ’14 - Jan ‘15 System 32 33 Top 10% 75 97 With an average revenue per enroll of $2,351, 97 students equates to a potential of $228,047 in revenue!
Why are we here? $587 $1,175 $2, 351 $4,114 RTA Lifetime Value
Driving RTA revenue to your center is about systematic and consistent follow up, as well as having the right offer at the right RTA’s time for the right family!
Communication Manager in Symplicity
Enable the Communications tab in Symplicity Go to the utility tab, and then select Main Work Area Preferences
Enable the Communications tab in Symplicity Select “Open Tasks/Communication Reports for Logged On User”
Schedule an Exit Conference and Annual Check-up
Create Check In #1 (90 days)
Create Check In #2 (6 months)
Create Check In #3 (9 months)
Check in #3 Example One “Hi Rhonda, how are you and Poppy doing? I am just checking in to see that everything is going okay for her at school” “Wow, that’s great to hear! Her teachers here will be so pleased to know she’s still pulling a B in English. Tell her well done for us. I also remembered last time we spoke you mentioned possibly doing some hours this summer so that Poppy stays on top of the reading. I just wanted to let you know that we are having a tuition sale starting next week with a flat 20% off our packages of 40, 60, 80 and 100 hours. Did you want me to send you some more information on the sale?”
Check in #3 Example Two “Hi Rhonda, its Mike at Sylvan. I just wanted to check in and see how Poppy is doing. I know she finished out the school year strong, but as she just started 6th grade, and the transition to middle school can be tough I thought I’d give you a call to see how the year has started” “Well, you know, we have a great Study Skills program that might be just the thing to help with that. It is harder for kids in 6th grade as they have to learn to be organized and meet the needs of different teachers. If she struggling to stay on top of the homework and projects we can show her how to be more organized, plan better and develop some good skills round test taking – how does that sound?”
Check In #3 Example Three “Hey Rhonda, its Mike at Sylvan. How’s the family? Hope everything has been going well at work!” “That’s good to hear, I know you were worried about the new job! I was just thinking about Poppy and suddenly realized she starts 9th grade in August, I can’t quite believe she is starting High School!
Check In #3 Example Three cont. “Yeah, it must tough for you both. Listen, it is so important, even though she’s just going to be a freshman, that she starts thinking about her plan for college. I thought you might want to come in for a complimentary High School planning session – we can help you both map out what courses she needs to take when, when she needs to take the PST and SAT, and how much community service she needs to do for graduation – how does that sound?” “Yes, of course, if she struggling with the math, we can help. We have an excellent Algebra 1 course – we re-teach skills from school, review for tests, try and preview up coming skills and help the kids work through their homework. Would you like to have Poppy do the math assessment after we have our planning session?
Great Touch Points Are… • Transitional years 3 rd to 4 th grade (learning to read, reading to learn), Elementary to Middle school, Middle to High school, starting K • Specific Subject Needs Writing in 4 th grade, writing for Middle or High school, Algebra 1, 2, Geometry, Study skills, SAT, ACT • New offerings Robotics, coding, math edge, camps, High school planning sessions • Special Events Spring sale, Fall sale, open house, seminars
Check In #4 (Annual Academic Check-up)
Check In #4 (Annual Academic Check-up)
Check In #5 (6 months from last meeting)
Include RTA’s in Emma campaigns
Tested not Enrolled (Step #1)
Tested not Enrolled (Steps 2-4) • After 48 hours follow up with a phone call. Be prepared to answer questions, re-review the test results and talk about the plan. Step 2 • Place the file in the TNE filing cabinet. • Use the Communication tab in Symplicity to create a task and schedule a call back after 90 days. Step 3 • Also include the RP on any sales emails you send. • Use the communication tab to create a reminder to call the RP one year to the date after which they tested. • Often parents call us at a specific time of year because of a trigger Step 4 and this may also be a trigger a year later.
General Best Practice for Customer Service • Send a thank you note or gift of some sort to families once they enroll. This could simply be a card, a gift card or some sort of Sylvan swag. • Call parents and check in that they have accessed their mySylvan account and make sure that they know with their user name and password they can access the SylvanPlay apps in the app store. • If you haven’t already, demo mySylvan and SylvanPlay for parents. • Leverage Book Adventure and Math Prep as ‘extras’ for families even if they don’t ask for them. • Review the Friends and family referral program at every opportunity. • Send a thank you for being such a great customer card to families on their one year anniversary. • Book next month’s OC during this month’s meeting. • Don’t wait for an OC to make a call to the parents. Random calls to tell them about success or breakthroughs, or even to give them a heads up if something is going on at school, go a long way.
What do I do next? • Set up Symplicity so the communication log opens on start up • Share process with other Directors • Decide on who calls RTA’s when • Run your RTA lists and think about the right offer at the right time • Share TNE follow up with other Directors
Discussion
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