- 10 (30 min) Lessons ...$320.25

- 10 (60 min) Lessons $509.25

- Summer Membership..... $561.73

- Group of 2 ....$472.50

- Group of 3.... $614.25

- Group of 5 ....... $813.75

10 (30 min) Lessons ................................ $383.25

10 ( 60 min) Lessons ................................ $ 593.25

Summer Membership ............................ $561.73

Group of 2 ................................................... $ 567.00

Group of 3 ................................................... $740.25

Group of 5 ................................................... $1,002.75

You may make a payment via Zelle.

To make a payment via

Yes, a membership fee is required for each participant.

All schedules are produced within 24-72 hours upon completion of paying.

It is the dollar value of classes that

are generally placed on hold. This

dollar value can be used to

repurchase lessons at a later time

Yes, onboarding is completed after paying for lessons and gets parents and participants acclimated with our app, website, procedures, and what to expect.

Is for a customer that would like to hold

their lessons for a particular time period

until they wsh to resume lessons. it is

calculated by taking the dollar amount

of the lesseons and multiply by how

many lessons they have left

It literally means OnBoarding, it is when

we train a customer on how the program

works, how the app works, how to

schedule by themselves...

Pass: The amount of lessons they

have on the account.

Plan: is the monthly renewing bill

It is the history of classes that were scheduled. We can know which was competed incomplete canceled or was a no show

-Complete: The class been successfully done

-Incomplete:It means the class wasn’t entirely done and has to be rescheduled for

various reasons: weather,pools issues...

-Late Cancellation: client canceled at the last minute. The class is lost as they didn’t

give a 24h notice.

-No show: means the client didn’t show up to a class that was scheduled and didn’t give a 24h notice. It’s a lost class and count as completed. Clients hate to hear

Are the notes we add as private and starred with the clients address and number so the coach can see them. They should also indicate if the lessons are held at : private pool (home), Community pool, partner pool or LA Fitness

Documents taht are signed by the cistomer. They have to be signed before the customer starts the lesson. It make sure they accept our polices

This means scheduling classes back to back. It happens when the client wants to finish classes fast.

Community Pool

It is a pool used in a community of

homes that are shared between the

differents home owners living there.

Partner Pool

It is pool that Intella is renting for

the use of our customers

Private Pool

Is a pool of a home owner that have

pool in their backyard or inside of

their home and the lessons are done

there.

Coach must provide proof: a selfie

picture of themselves at the pool

and a screenshot of communications

It iterally means a substitute. When

a coach can’t make it or quit, we

find another as temporary or

permanent replacement

If a client is not online - you must take the

immediate necessary steps to ensure all parties are

contacted. Every minute of them not being online is

time lost. Where a tutor may feel like they are

loosing out on money and a customer feels like they

are paying for time and not getting it and also

loosing money .

First contact the opposing party that’s not online by

text and call. To ensure they are online. First time

customers for their first class generally have the most

issues with connecting, so it’s good for their time to

be made up their time if it’s over 8 minutes . Keep in

mind customers will use technical difficulties as a

reason behind rescheduling or being late, although

zoom does have difficulties, be sure to measure if

they are being sincere.

When signing onto zoom the meeting ID and

passcode must match. The passcode is case

sensitive!

Zoom Technical Issues: Most often technical issues

can arise with zoom when a few things happen:

1. The tutor is not on their Personal Meeting ID

account

2. When a student cannot get past the meeting

codes. There is a Meeting ID that must match and a

passcode that is case sensitive . It must be entered

directly. To avoid entering in the codes, the student

should click on the link that was sent to their email

to bypass the codes.

When zoom shows the host is in another meeting, it

could mean the host is not on their personal

meeting ID, so the tutor should quit the meeting and

rejoin and check to see if the student is there in the

waiting room.

When a customer receives an invoice on Wix , they

are given options to pay. They can pay by bank

card, PayPal and offline payments . Offline

payments are with Cash App and Zelle, these are

mobile payment options like Orange Money or

Waive. Since it is an external payment option with

Wix, these payments have to be recorded once we

confirm receipt of payment from Zelle or Cash App.

When paying by Offline Method ( cash app or Zelle)

there are no Processing fees . There are only

processing fees when paying by bank card or

PayPal .

It’s important to note if we are sending an invoice

even if we know they are paying by Zelle or an

offline method that we still include processing fees.

The reason is they could change their mind and pay

by card and when they do, it means the processing

fee should be there . If we did it this way, by sending

it with the processing fees and they do decide to

pay with Zelle or offline method - then in this case

we would edit the invoice and take off the

processing fee BEFORE recording the payment on

Wix.

A tentative block is something we place on the staff

members profile. This is generally to reserve a slot for

a potential customer or a customer that is renewing.

This is done to avoid giving a renewing customers

time slot to someone else. These alerts come up in

yellow in ISS/ITS and should be paid attention to

when booking someone else in that given slot. You

can place tentative blocks on a schedule to be

pro-active and be attentive to our renewals which

are our loyal customers.

ITS RENEWAL NOTES

For ITS; even if it’s not a tentative block on the

schedule ; we still have to look at who had the slot

in the past , before we just give to someone .

The renewal rate for ITS is 90%.

Meaning families want consistency , same tutor,

same schedule. They just want to be able to pay

again and keep it all the same unless they need a

change. It’s what everyone loved about us. It’s also

why we contact the families when they have two

left , to see if they want to renew ; so we can keep

their slot or give it away

Always greet with the customers name as it is saved

on the phone. It is very important that customers

feel I our appreciation and understanding of them.

Once way to do that is to greet them by name,

remember their situation or family, always use

pleasantries in text. When a customer is upset or

confused and you are texting it is ALWAYS best to

call them directly - so they do not get confused with

your tone - as text messages can be interrupted in

many different ways

When a client refers someone it means they are

loving our service enough to refer their friends.

Referral Credits are one free private 30 min swim or

tutoring session. In order to issue the credit you must

go to the shopping cart on the profile and add the

FREE CLASS. Not doing this will also trigger an Unpaid

Visit.

When coach/tutor refers someone offer it means

they will get a referral bonus added to their next

pay check. A pending pay option should be

registered or a note placed on their account.

All referral credits are issued once the new client

fully registers and pays.

Referrals are issued per family NOT per

student/swimmer.