This document serves as reference for our student support specialist.
Opening message
They registered, haven't spoke to anyone, and haven't paid yet
Hey {studentName}, I see that you just partially registered for the {program} - that's great! This is {vaName} with Movers and Shakers Salsa & Bachata Dance Academy. Any questions I can answer for you?
They called our dance line but haven't spoke with anyone
Hey {studentName}, this is {vaName} with Movers and Shakers Salsa & Bachata Dance Academy. Seems like we missed your call {yesterday} about salsa/bachata classes! Danny, our academy director, called back and left a voicemail and SMS. Were you able to get them?
They emailed their mobile number but didn't answer when Danny called
Hey {studentName}! This is {vaName} from Movers and Shakers Salsa & Bachata Dance Academy. Danny, our academy director, has been trying to reach you. He left a couple of voice and text messages on your number. He can answer all your questions and make sure that you're 100% taken care of. Are you able to get his messages?
They spoke with Danny but haven't taken any action afterwards
Hey {studentName}! This is {vaName} with Movers and Shakers Salsa and Bachata Dance Academy. Heard from Danny that you and your partner are interested in joining {Salsa 101 Mondays}. That's fantastic! It starts in {two weeks}! Are you able to register for that tonight? :)
First follow-up message (typically 2-3 days after initial SMS)
They haven't responded to our previous message
Hi {studentName}, the {bachata 101} program starts on {Tuesday}! Will you be joining us?
They registered for a program previously, spoke to Danny before, but didn't end up joining
Hi {studentName}! {vaName} here with Movers and Shakers Salsa & Bachata Dance Academy. You registered to join our {bachata} classes before. We have a new {bachata 101} program starting {Jul 12th}.
Would you like the link to see info for that?
-or-
Would you like to try the day 1 of class and see how you feel about it?
They spoke with Danny recently about trying class
Hi {studentName}! {vaName} here from Movers and Shakers Salsa and Bachata Dance Academy. You spoke with Danny, our academy director, about wanting to try {Bachata 102}. Would you like to come try the class on {Tuesday, July 11th} for $20 deposit? If you love it afterwards we'll apply that to your payment. :)
Second follow-up message (typically 7-10 days after second SMS)
The program they're interested in is about to start
Hi {studentName}, you reached out to us about joining {bachata 101} program. It starts this {Monday, 7/20}. Were you able to get my message about registering for that? :)
-or if that message sounds close to initial follow-up message -
Hey {studentName}! Able to get my message?
The lead-follow balance of the program they want is uneven
Hey {studentName}, you reached out to us about joining {bachata 101} program. It starts this {Monday, 7/20} and we have still space for {leads}. Would you like to come try the class for $20 deposit? If you love it afterwards we'll apply that to your payment.
Third follow-up message (typically 14 days after third SMS)
If no response after sending multiple messages
Hey {studentName}! Are you still wanting to dance?
Follow-up message for their payment
After they do trial class and Danny said they will join program
Hi {studentName}! Danny said you'll be joining the Salsa 101 Tuesdays program. That's awesome! Your balance is {$279}. Want the payment link for that?
- or-
Hi {studentName}! I see you've registered for {Salsa 103a} and also came to day 1 (yay). I'm not sure if I missed your payment somewhere in my email inbox, but can you please send me the screenshot of the payment? After verification, I'll add you to the whatsapp group and also to the students list. Thank you so so much!
They registered for a program and Danny is pretty sure they'll pay after the call
Hey {studentName}! {vaName}here with Movers and Shakers Salsa & Bachata Dance Academy. Heard from Danny, our academy director, that you'll be joining our {Salsa 101 Thursday} program starting {this week}! That's great :)
It seems that I can't find the transaction info of your payment in our records. Can you send me a screenshot so I can verify? Thanks so much!
-or, if it's an old student-
Hi {studentName}. Was wondering if you were able to send the {Zelle} payment for the program? If so, can you send a screenshot here? Thanks a lot!
They're doing a payment plan and payment is due
Hi {studentName}! Just following up on the payment for the {performance team}. In case you already sent it, can you send me a screenshot so I can verify? Thank you so much!
-or-
Hi {studentName}! Gentle reminder to please send the remainder for the group program. Do you prefer Venmo or Zelle for that?
If the class went out to dinner and Danny paid the meal using credit card
Hey {studentName}, hope you're doing great! I'm looking at all payments for the {MaS dinner in Vegas} and it seems like I couldn't find yours. (I might've missed it!) Able to send me a screenshot of that tonight if you've already Venmo'd or Zelle'd Danny?