Booking a Students for Private Lessons
- Administrator
- Jul 13, 2023
- 12 min read
Updated: Apr 21
Keywords: booking, private lesson, session, series, package, 45 minutes, $125, standard pricing, wedding dance, make up class, lock in lesson, guidelines for booking, confirmed, studio, booked
The student support specialist should handle private lesson inquiries, providing details on price, schedule, location, duration, and instructor. Assist with booking sessions/packages, connect students with instructors and follow up to ensure the lesson went well.
Private Lesson Inquiries Often Come From:
Engaged couples preparing for their wedding dance
Visitors from out of town looking for a social activity
Enrolled students who missed classes and need to catch up
New students joining mid-season who want a head start
Shy students who prefer private lessons before joining group classes
Note: We currently focus our operation in Los Angeles. If assigned to other locations, always introduce yourself with the correct academy name (e.g., Las Vegas Salsa and Bachata Dance Academy).
Tools & Permissions:
Google Calendar: Access to each instructor's shared calendars via Gmail, with "make changes and manage sharing" permissions. Each instructor has a separate calendar
Dialpad: For SMS messaging
Email : Access to Gmail and crm@moversandshakersdance.com
JPG File: Private lessons info sheet
Zoho CRM: For student record
Steps:
Check Instructor Availability
Review the instructor’s calendar for open slots
Instructors prefer scheduling private lessons on the same day as their other lessons
Offer the Earliest Available Slot
Inform the student of the soonest available time
Send them the info card sheet for details
Confirm & Schedule in Google Calendar
Ensure you're viewing all shared instructor calendars
Book a time that works for both student and instructor
Update Google Calendar
Use the student’s name as the event title
Add context to help instructors prepare
If unpaid but interested or waiting for confirmation, add “?” before their name (remove once confirmed and paid).
Private lessons MUST end at least 45 mins before any scheduled group class and 1 hour before the start of Day 1 of any group class if the instructor is teaching.
For example, if the group class begins at 8:00pm, all private lessons should end by 7:15pm or by 7:00pm on Day 1 of the group class
Send Payment Link
Once the student confirms, send:
“To lock in the lesson, here’s the payment link: https://moversandshakersdance.com/lesson-payment. Able to send it tonight?”
Verify payment at crm@moversandshakers.com
Update CRM & Notify Instructor
Add the lesson to the student’s Zoho CRM profile
Create an SMS group chat with the instructor and student
Post-Lesson Follow-Up
Right after the session, text the student to check in
Offer packages or another session
Encourage group programs if relevant
Process following steps above:
When you receive an SMS message from a lead or a student asking about private lessons, first thing that the remote assistant should do is to look at the calendar of the instructor and check which dates he/she is available. Instructors prefer to schedule the session same day that they're doing another private lesson or they're teaching a group program.
Inform the lead about the earliest time and day we can schedule them for a session. Afterwards, send them the info card sheet so they have all the needed details.
Open your Google Calendar and make sure you’re seeing all calendars shared with the instructors. Find a date/time that works for both the student and the particular instructor.
Next, update the shared Google calendar with the assigned instructor in the following format:
As shown in the screenshots above, the name of student is written as Event Title. When they’re new private lesson students, the remote assistant should include a context in the title or add it on the description of the calendar entry so we can help the instructor prepare for the session.
Notice that the calendar is different for every instructor – this is IMPORTANT. We share the calendar with them as well. Sessions are 45 minutes long. Sometimes, students will book a double session, so this means a private lesson that’s 1 hour and 30 minutes long.
When the student isn’t paid yet but they said they’ll be booking the date, you may write their name on the calendar with “?” at the beginning of the event title. This indicates that the session isn’t confirmed yet. Once the student pays, don’t forget to remove the “?” so other instructors know they shouldn’t book for that time anymore.
When the instructor and student confirms availability for the session and everything’s all good to go, ask them “To lock in the lesson on our calendar, here's the link to complete the payment: https://moversandshakersdance.com/lesson-payment. Able to send it tonight?”
You will be able to verify that the payment went through when you check our Finance Folder in crm@moversandshakers.com
Once their payment is verified, please update "Private Lesson" section in their Zoho CRM profile. Then create an SMS group chat with the student and the instructor. Follow this SMS message template:
"Hi {NameOfStudent}! VA name here with Movers and Shakers Salsa and Bachata Dance Academy. I created this group chat with your instructor, {NameOfInstructor}, for faster communications.
You're confirmed for a private lesson on Thursday, 3/30 at 7pm.
Location: Park your car near 1296 Holmby Ave, Los Angeles, CA 90024 (there's plenty of free street parking).
Be sure to come to this address, not the address of Movers and Shakers on Google :)
IMPORTANT: When you arrive, please DON'T knock on the door. Just message here and {NameOfInstructor} will come out and show you where you'll be.
Enjoy!
*** Gentle reminder: Each lesson is allowed to be rescheduled once and can only be rescheduled 24 hours before the lesson start time. Fee is forfeited for no-shows and late cancellations."
A day before the lesson start time, kindly send a reminder SMS to the group chat with student and the instructor: "Reminder: Lesson tomorrow at {5:00pm}. Enjoy!"
Exemption: If a lesson scheduled for tomorrow was created today/tonight, let’s move sending the reminder SMS to tomorrow instead: "Reminder: Lesson today at {5:00pm}. Enjoy!"
For students who are booking lessons for the first time, make sure the instructor replies to the group chat, too. If several hours or a day has passed and they still haven’t acknowledged the group chat, you may follow up the instructor and ask nicely if they can reply to the group chat you made for their session on {DateOfLesson}.
Right after the lesson, the student support assistant will text the student and ask how the lesson went. The goal is to make sure they had a great time and offer them our packages or another session if necessary.
Ideally, the instructor will schedule the next session with them and put that in the calendar or they will encourage the student to do the group programs if they see fit. Nonetheless, the remote assistant will check in on the student to see how they felt about the session.
Additional Notes
At times, students may request to reschedule or cancel their lesson at the last minute due to various reasons. If the request is made within 24 hours of the scheduled session, the session will still be counted regardless of whether it took place. Please make sure to update the calendar and group chat so the instructors are informed.
There are instances when students may cancel by texting in the group chat or messaging the instructor directly. If it’s their first time or an emergency situation, instructors are usually okay with rescheduling. Just be sure to check in with them about it 😊
Some students would like to book a private lesson for more than two people. When this happens, we tell them that the standard pricing of $125 is good for max 2 people and it’ll be an $20 per additional person.
When a student comes to us wanting to book a specific date and time, to minimize the back and forth, we first ask the instructors if they are able to do it. If not a single one can, we ask the instructors what time closest to the student's desired schedule they can suggest.
We want to be strategic when offering schedule options. Is it back-to-back with another scheduled lesson for that day? If the instructor has to teach a program that day, is the schedule feasible for them?
A lot of different scenarios can happen when booking private lessons. Most, not everything, is covered here. We need the student support rep to think critically and strategically while making sure that the students are taken care of.
Unusual Scenario: In the event that the instructor cannot enter Danny's home studio for a private lesson, refer to "Instructor Guidelines for Studio Security" below this article.
General Guidelines for Booking:
When a lead for private lessons calls/texts and schedules a session through you, confirm their soonest available time. Use the power of suggestions (enumerate the only options they can choose from) and double binding to get a commitment from them. As someone who's setting the appointment, it is your duty to keep offering solutions while directing the conversation to the desired outcome. Scenario: First time private lesson student wants to book for Saturday next week Good: "We can get you in as early as 1pm. Do you prefer afternoons or evenings?" Reason: We narrow it down to a chunk of time so we can suggest better options. If they say evenings, we can suggest one or two timeslots for them afterwards. Good: "Are you able to make Sunday at 7pm work?" Reason: Yes or no questions are good because they require less thinking. Usually if the student cannot make the initially suggested time work, the students share their preference which makes it clearer and easier for us to find a schedule that makes sense for them. Good: "I'm looking at our calendar right now and it seems like the instructor has her 4pm and 6pm open for Saturday. Which time would you like to book?" Reason: Even if the entire day is available, we don't give students more than 2 schedules, except when the student specifically asks for all options. We always want the student to focus on one or two options only. Bad: "We can book you anytime between 1pm and 8pm for all days except Saturday. Able to make any of those days and times work?" Reason: The more options the student has, the more complicated it usually gets. This is why we don't give them a range of time. We make them focus on specific schedules only to keep it simple. Bad: "What date are you looking at?" Reason: Unless the student requests for a specific date outright, the student support rep should be the one to suggest schedules.
Students should always pay for a session upfront. So when you’re done with finding a day and time, transition to something like: "The private lesson is booked after we receive the payment." Even when we already sent them the full info, sometimes the student ask for the info again. If they ask the price again, that’s the only time to give them a number. Say: "Sessions range from $125 down to as low as $97, depending on the number of sessions."
If booking was done through the phone, text them right away after the call and before putting in the calendar.
We don't send them an invoice after every unpaid session.
When on the phone, never use the 'avail' word. It’s not often used in the US. Also, avoid the fillers BUT, LIKE, YEAH and YOU KNOW when on the phone.
The phrase "Let me know" should essentially always be avoided. It's too passive. Direct questions get responses. Bad: “Let me know if that time works for you.” Good: “Does that time work for you?”
If you feel like the prospect is hesitating or says “I’ll get back to you” when talking about private lessons, you can say “I’m pulling up my calendar right now, we can schedule you as early as <DAY>.” Check the shared Google calendar and confirm with the instructor right.
Make sure to schedule lessons back-to-back with the same instructors so they can be efficient with travel and time. That means if a student is booked for a 6pm session (which will end at 6:45pm), it's best to schedule at 5pm or at 7pm.
If you're booking multiple students on the same day for one instructor, it’s best to leave at least a 15-minute gap between each lesson. This gives the instructor enough time to reset and prepare for the next student.
If student asks where the lesson will be, you can say "You will be at the dance academy director's home studio where you won’t need to share music and floor space with other lessons 👌💫! We tell our students to park near 1296 Holmby Ave, Los Angeles, CA 90024. Full address will be sent afterwards :)"
IMPORTANT: Ensure that all lessons are always on the calendar. Same-day changes should be avoided. If a lesson is added on the same day, notify Danny immediately. Reason: All locks on the door will be locked if lessons are not seen on the calendar. This means that the instructor will not be able to enter the studio.
Booking Over The Phone (Script):
Important: These are sample scenarios only, but this is generally how we want the flow to be—straightforward and simple to minimize back-and-forth. If the student texts, we can follow the same flow while also thinking critically and strategically to ensure the students are well taken care of. Be sure to follow steps and general guidelines listed above.
📞 SCENARIO 1:
A student is calling to book a private lesson on Friday and it is his/her first time to book.
Flow:
Student Support Rep:
"Hey [Student Name]! Thanks for calling Movers and Shakers—this is [Your Name]. How can I help you today?"
(Student says he/she wants to book a lesson...)
Student Support Rep:
"Great! Can I ask what the lesson is for?"
(Student says it’s to make up for a missed class...)
Student Support Rep:
"Gotcha, let’s make it happen! Our standard rate for a private lesson is $125 and each lesson runs for 45 minutes. Do you prefer afternoon or evenings?"
(Student acknowledged and said afternoon or early evening works...)
Student Support Rep:
"I’m looking at the calendar now and looks like we’ve got openings at 4pm and 6pm this Friday. Do either of those work for you?"
(Student picks a time and asks about the location...)
Student Support Rep:
"Perfect! You will be at our academy director’s home studio where you won’t need to share music and floor space with other lessons. We usually tell students to park near 1296 Holmby Ave. Full address will be sent afterwards. I’ll just confirm the time with the instructor and circle back with you. Sound good?"
(Student agrees...)
Student Support Rep:
"Cool! I’ll be in touch shortly. Thanks for calling!"
📞 SCENARIO 2:
A student is calling to book a private lesson (returning student, no date/time mentioned)
Call Flow
Student Support Rep:
"Hey [Student Name]! Thanks for calling Movers and Shakers—this is [Your Name]. How can I help you today?"
(Student says he/she wants to book a lesson...)
Student Support Rep:
"Great! Can I ask what the lesson is for?"
(Student says it’s to learn in-depth the technique taught for last week's material...)
Student Support Rep:
"Oh sweet! Love your dedication. Do you prefer afternoon or evenings?"
(Student acknowledges and says afternoon or early evening works...)
Student Support Rep:
"I’m looking at the calendar now and looks like we’ve got openings at 2:30pm and 5:30pm tomorrow. Do either of those work for you?"
(Student asked for a different day...)
Student Support Rep:
"Gotcha, looks like we’ve got openings at 4pm and 6pm this Friday. Does that work for you?"
(Student picks a time and ask for the payment link...)
Student Support Rep:
"Perfect! I'll text you the link. I’ll just confirm the time with the instructor and circle back with you. Sound good?"
(Student agrees and said thanks...)
Student Support Rep:
"Cool! I’ll be in touch shortly. Thanks for calling!"
After the call. Next steps would be to confirm the time with the instructor. Once confirmed, get back to the student to finalize everything and connect them to a group chat via Dialpad. Last step is to update everything else needed 📋✨
Alternative Studio Arrangements for Private Lessons:
In the event that the instructor cannot enter the home studio for a private lesson, do the following:
Call Soho Dance LA and book a room for a private lesson. Their contact details can be found in the CRM. Introduce yourself as being from Movers and Shakers Salsa and Bachata Dance Academy and request that they charge the session to Danny's credit card.
Soho Dance LA Details
Address: 1618 Cotner Ave, Los Angeles, CA 90025
Operating Hours: 9 AM - 10 PM on weekdays, 9 AM - 4 PM on weekends
Once confirmed, inform the instructor and student to proceed to Soho Dance LA to continue their private lesson.
Ensure that despite the additional cost of renting the Soho studio, the instructor receives their regular payment.
Instructor Guidelines for Studio Security:
Danny's home studio was broken into before, so it's important to keep the place secure and safe at all times. Below are some important info to help keep the place secure after each lesson:
Ensure that the sliding glass door is FULLY LOCKED before leaving. The door can be difficult to close and lock properly, so ask Danny how to do it correctly. For the front door, lock only the top when you leave.
IMPORTANT: Ensure that all lessons are always on the calendar. Same-day changes should be avoided. If a lesson is added on the same day, notify Danny immediately.
Reason: All locks on the door will be locked if lessons are not seen on the calendar. This means that the instructor will not be able to enter the studio.
Updated: April 21 2025
By: SS Abigail :)
