One of the challenges we encounter when running a 10-week program is getting the students to show up weekly. From previous seasons, we see a large drop-off in attendance from Week 5 onwards.
We want to keep the student's momentum going from start to finish. After all, it is our mission to make dancing the best part of their week. This is why we follow these steps to make sure we provide a smooth experience for everyone. Every VA has a part to play in making this happen. Kindly refer to our MaS Onboarding Trello board for reference on team member roles.
Before Enrollment Season
Operations support to check Google Calendar for the next enrollment season reminder. If trigger date (in Trello) is approaching, operations support to remind management if they still haven't sent the plan yet.
Operations manager to suggest program schedule to academy director. When management sends the approved schedule for next season, operations support to update our records.
Operations manager to make sure studios are booked and instructors are available for next programs. Assisted by operations support.
Operations manager to initiate enrollment campaign messages to all contacts (excluding phone and emails opt-outs, past students now located in out-of-service areas, students already enrolled for new season, and also students for the particular academy only). Assisted by student support specialist.
Prior to Day 1 of Program
One week before Day 1, operations support to check if the enrollment volume is enough to run the program. Update operations manager. If low volume, student support specialist to follow up hot leads and also offer Day 1 class to people trying the other dance program (for example, if bachata 101 program has low enrollment, invite students in the salsa 101 program).
Operations support to inform the operations manager if the lead-follow ratio has more than 2 gap. This means we might need to invite others to join the class. Student support specialist to assist if campaigns are to be initiated by operations manager.
Student support specialist to send students the pre-class message through email and SMS.
Operations support to create Whatsapp group for the program/s.
Operations support to add MaS members and assigned instructors to the group. Student support specialist to add current paid students to the Whatsapp group on Day 0 and welcome everyone and add the rest of students to Whatsapp groups starting Day 1 onwards.
Operations support to remind studio owner/manager and the instructors that we have upcoming class booked. Text or send Whatsapp and make sure they confirm.
Operations support to make sure instructor has the link to our instructor's area.
Student support specialist to send the attendance sheet link to the instructor and remind them to mark every name of those who attended. Important. Student support specialist to update the attendance sheet starting Day 1 onwards.
Operations support to generate "Post-Program Summary Report" and send to Director and Manager. Check attendance patterns, other factors why students are not re-enrolling and give actionable insights.
Operations support to forward to the Director an excel report of re-enrollees whom we haven't asked review from yet.
Operations support to set up attendance reports and practice sessions reports per program in Zoho CRM.
Week 4 of Program
Operations support to inform the operations manager if we don't have an upcoming salsa and bachata 101 program schedule in the website. Operations manager to plan new schedule, and operations support to confirm availability of studios and instructors.
Update Master List and Studio Rental Payment Tracker Sheet so we don't get confused about which studio is booked for what program.
Operations support to remind the instructor about announcing the feedback form in class.
Student support specialist to schedule feedback request email to students.
Student support specialist to ask for feedback from students in Whatsapp groups.
Week 5 of Program
Operations support to check if students filled out the feedback form from last week. Send Manager a list of students who haven't submitted their feedback yet. Student support specialist to remind again about submitting the feedback form as requested by Manager.
Operations support to compile the names of people in that class who hasn’t written any reviews yet and create a list.
Operations support to remove from the review prospect list people who didn't give positive feedback.
In Whatsapp groups, student support specialist to encourage students to attend the second half of the program and finish strong and not “drop off”. Whatsapp Message: Week 5 tonight. Wooot! We're almost halfway through the program Let’s make this a great season 💪
Operations support to remind management to create tentative schedule for this group's next program. (Director or Manager may ask student support specialist to get student's preferred schedule for next season.) Once done plotting next season's schedule, operations support to confirm availability of studios and instructors.
Week 6 of Program
Student support specialist to send SMS to students who gave positive feedback but haven't written any reviews yet. Schedule the text campaign to these review prospects, with approval from management.
As soon as schedule for next programs opens, student support specialist to post in Whatsapp groups.
Operations support to remind the instructors to start priming for next programs.
Operations support to create and order graduation certificates for the graduating students in all programs this season.
Weeks 7 of Program
Student support specialist to encourage students to attend the final 3 weeks and finish strong and not “drop off” like happens in many programs. Whatsapp Message: Time flies so fast - we're down to our last 4 classes?! 😱 Everyone please show up! Class is more fun when we're complete!
Operations support to remind instructors to continue priming for next programs.
Week 9 of Program
In Whatsapp, student support specialist to encourage students to attend graduation next week and finish strong. Whatsapp Message: SCENARIO A - Night before their Week 9 class (if Director/Manager already scheduled the 102 on the same timeslot next season): Week 9 tomorrow! We will start {Salsa 102} immediately after {Salsa 101} and in this same time slot to make it as easy as possible for you to continue. Salsa 102 is built for you and a direct progression of 101. We’ll need most of the class to graduate into 102 to make it happen. Let's finish strong! ***send text after posting msg above*** By the way, registration for new programs is open! Link here: https://www.moversandshakersdance.com/ Hope to see as many of you as possible! ------ SCENARIO B - Night before their Week 9 class (if Director/Manager has not yet scheduled the 102 for next season): Everyone be sure to show up tomorrow. Two remaining classes this season! 😎 Let's finish strong!
Student support specialist to mention that registration for next programs is open and paste link in Whatsapp groups.
Week 10 of Program
Instructors to distribute graduation certificates to finishing students. Student support specialist to remind instructor to take group photo of the class together with their certificates. Student support specialist to message on Whatsapp about Week 10. Whatsapp Message: GRADUATION TONIGHT ! 🎓 We’ve got certificates for you. Everyone see you tonight 🥳
Student support specialist to congratulate students in Whatsapp group and remind to register for next programs and mention in Whatsapp group that this group will live on and they’re ALWAYS welcome at MaS events, parties etc., and that registration for next programs is open. Mention that we encourage them to continue right away now while the material is fresh in their bodies. Whatsapp Message: Congratulations {Salsa 102} graduates! 🎓 You've made a lot of progress over the past weeks! This Whatsapp group chat will stay active for coordinating social activities. Of course, you're ALWAYS welcome at MaS events and parties! Would be fun to keep hanging with you all! (send after posting msg above) If you haven't yet, go check out full info of our new programs! Registration is already open: https://www.moversandshakersdance.com/ We encourage everyone to continue right away while the material is fresh in their bodies! 💃🕺