Writing Support Team Shift Notes

1. Be Specific!
   • Include clear details such as the location and names of individuals involved. This ensures thorough follow-up and helps identify areas that may need attention. 
   • Best Practice: If mentioning a staff member, always include their first and last name or last initial to avoid any confusion and to ensure accurate tracking. 
2. Use the Five Questions as a Guide:
   • When writing notes, refer to the Five Questions framework below to ensure that all necessary information is included. Don’t forget to initial the notes for accountability.
     1. Did I state the facts?
     2. Did I describe the caller's feelings and/or experience?
     3. Did I explain what action I took? Account Notes, Shift Alert, Refund/Credit, Corrected ledger/enrollment, etc
     4. Did I clearly state what further action is needed? Requested call back, follow-up next lesson, account review needed
     5. How and who does this note help?
3. Write Notes for GM Follow-Up:
   • Write notes that General Managers can act upon or be aware of. This may include issues that require their attention or general updates. 
   • Best Practice: If a note requires action from a Site, send a Shift Alert.
4. Keep the Support Team Informed:
   • Write notes that will keep other Support Team Members updated on important matters, such as shifts, challenges, or achievements that impact the team.
5. Track Patterns and Trends:
   • Identify and document recurring issues, complaints, or positive feedback. This includes website challenges, coaching, repeated complaints, and compliments. Noticing these patterns can help improve operations and customer experience.
6. Entertainment is Encouraged!

Logistics

Notes are sent to bcshiftnotesgroup@ to the following recipients:

Customer Support Team Group: BCStaff@hubbardswim.com
Regional Manager: Pat Sunderhaus
General Managers Group: GMs@hubbardswim.com
Camp (seasonally): Info@camphubbardaz.com

Responsibilities:

Customer Support Manager: Responsible for managing notes related to the communication and mentorship of the Support Team.
General Managers: Oversee notes specific to their respective locations and ensure proper follow-up.
Camp Hubbard: Handle all camp-related notes and communications.
Regional Manager: Oversee overall operations, review relevant notes, and forward them to the appropriate departments as necessary.

Examples

GM Awareness & Shift Alert Recaps

Coaching Kathy H - incorrect transfer dates or drop date from old class for Piper (Pippa) Olson, left her in her old class for one date in January creating an additional charge, mom called to inquire about it - corrected kjg GM follow up needed

Coaching Monday PM—Serena Baker (Amelia & Harper Baker Mon 5:30)—Mom submitted notice at the Front Desk the final week of May. She called because we sent her a statement for July due to not having an end date. kjg Apologized, submitted end date & adjusted ledger

Lucy Pierz - 6:00 Thurs pm swimmer - graduated JF and mom called to move her to Octo. Did not have all JF skills, or her promotion ribbon. Mom said they got the PR report to move up so I took her word and transferred to Octo. kjg - Shift Alert sent - req account update or follow up if incorrect level

Sheila Gehl - Really odd and tense call (for no reason) with Sheila. She called today wanting to talk to "Peoria." Let her know that I am more than happy to help her with whatever she needs. She said that she needs to talk to her child's instructor about his injury and asked to be transferred - let her know that when the instructors are in the building, they are in the water teaching lessons and not able to answer phone calls. Again, said I can take down your information and pass along whatever you need me to. She said, "no, just transfer me." I let her know that tonight we are massively understaffed at Peoria and we do not have someone answering the phones. Can I have a supervisor call you back? She said, "No I'll just visit" and hung up. kjg - Notes on account & sent Shift Alert as heads up to sites for the next few shifts.

Michele Garrett (swimmer Logan Sun 9am GF) - called wanting an invoice for ESA and refuses to pay with their personal card. Send mom the email of the process and reviewed the two payment option we accept. She is going to discuss with dad if they will be continuing lessons. Let her know if they need their drop notice waived to please call or email us. Extended due date to tomorrow to allow a decision kjg Notes on account, adjusted due date & sent extension email

Pyle, Everly: Drop Comment - We prefer the Peoria location. I have talked with several supervisors and staff members at the Goodyear location about specific directions with Everly, they do not follow them and keep trying to force her to be ready for something she isn't kjg No action needed

Long conversation with Diana Chakhachiro today. She is LOVELY. And very nervous about starting something new. We spent 20 minutes just talking through how to make an account, the in’s and out’s of our lessons. There is a bit of a language barrier and while mom is getting the information, dad will be doing the lessons with the two kiddos. After 20 minutes she said, “I need to talk to my husband but how do I call you back specifically tomorrow?” I let her know I won’t be on but anyone in support can help! She said, “but I’m embarrassed to ask someone new all of the questions that I keep asking.” Let her know that our team members are truly the best, we will all go above and beyond to help her (and also that I’m back on the phone on Friday if she really feels like she is embarrassed). Noting here in case she does call tomorrow or Thursday please be the kindest person in the world to her kjg Notes on account, sent heads up to site

GM Awareness & Shift Alert Recaps (Cont.)

Stumbaugh, Elijah’s mom called. She was confused because she was asked to move out of a Sunday 4pm Octopus class because it was ending. Class is currently available online with 4 open spots. Moving is not ideal for mom due to sibling swimming at 4pm. No notes on family accounts or class. kjg notes fam account - I blocked class to zero in case class is in fact ending - sent shift alert for action

Edison Jacob’s mom called today. Does not want to keep him in GF now while waiting for JF class now that he graduated. She rather have him not swim than continue in “old” class. Tried to talk her into staying but no. Second one in 2 days who would not continue in GF now that kid graduated. I guess it is either that or the other parents who keep their kid in the “old” level for months until they get the one and only spot in the next level. Yes I see that more than you think with the waitlist, lol. kjg No action needed

Michael Ishakov - Mom was upset how Wednesday's class went with a new student taking up a lot of the time and holding back the other students. We went over expectations regarding new students, continuous enrollment, skills and how classes flow. Mom would still like a callback from someone to go over the progress of Michael. She would also like a skill review for Sunday 5/26/24. She also wants to speak with DS on Sunday when she comes in kjg Notes on account & shift alert sent

Rylee Drefs - Had to decline OA promo request with the comment that our system doesn't reflect the promotion and we are reaching out to as supervisor. Skills were not marked confirming the promotion and it is a newer student. kjg shift alert sent for review ** received response from JH confirming Rylee’s promotion to JF. completed transfer as requested, called Mom to confirm and updated and closed notes MGD

Friday 4:30 JF - made an executive decision to update/change the age range. It was set to 2.11-5.11 but with an 8.3 year old in it, needed the spot for a 6.3 year old JF coordinating with her 10 year old Octopus sibling, and there was a class for younger JF on the schedule at the same time (full but exists on the schedule) - used the chart to adjust to the next age group MGD Sent FYI shift alert

Shay & Shepard Shaffer - not enrolled - have offered them 3 spots mom finally said they are not ready to start the program until later in August. Reply: Waitlists are reserved for swimmers who are ready to start immediately. Since you cannot accept these offers until a later date, we will remove your waitlist request at this time. Once you are within a 14-day window of your desired start date, we can look at the schedule to see what is available to enroll or get on the waitlist. MGD no further action needed

KUDOS! Madison Huartay (Brielle Huatay Sun 3:15) - Mom called to "not bug us" but let us know how great Coach Maddy Rathier is. She said she explains everything in detail, she gives each swimmer/parent attention, mom is just overall wowed by her and our program. kjg

Ella Dianosky - Dad called, he is alarmed by the price difference from LSA to Clownfish and said that was not brought to his attention when they decided to move Ella from LS to CF. Upon receiving their statement today they have decided it is too expensive, really wishes they would have known before making changes because now their old class is no longer available, they are partial to instructor Vanessa and are sad to lose spots with her. They do want to move back to LSA, I also offered LS2 to open up options. Dad needs to discuss with his wife and will get back to us before 7/1 MGD notes on account

Informative notes to benefit other Support Team Members