Issue MUT - Past Lesson Missed

Step 1

Attendance icon > Makeup Token > Create Makeup Token

Step 2

Program: All
Comment: Add relevant notes - The account holder can see the comment
Issue Date: No adjustments
Expiration Date: Default is 365 days. Adjust as needed.
Notification: Optional to send email
+ Add Another: As needed

The Hubbard Way

Occasionally, HFSS issues a Customer Service Makeup Token for reasons like scheduling a makeup class before receiving a MUT for a missed lesson, replacing a lost MUT, or offering a different class time to try out. Adjust the expiration based on the situation, considering each case individually. Review the swimmer's history of excused/unexcused absences and MUT usage to make the best decision.

Scenario: Family with 10 Expired MUTs, No Makeups Scheduled in 8 Months

Possible Solution: We are able to offer half (5) of the unused makeups and provide a shorter, more manageable time frame of 4 months for their usage. This adjustment is based on the fact that a one-year window has proven too long to schedule their makeups.

Decision-Making Guide

Realistic Expiration Date: Scheduling 2-3 makeups per month is manageable for most families. This encourages them to make use of their tokens in a timely manner.

Scheduling Patterns: Review the family's past scheduling history, including absences, makeup tokens, and any relevant notes. Use this information to highlight the time gaps between their last 2-3 makeups, helping them understand that they haven't been using their MUTs within a reasonable timeframe. This provides clarity on their scheduling patterns and emphasizes the importance of using the tokens within the year allotted.

Convo example: Hi, Mr. Abrahams! I’ve looked at Simon's record, and I see that the most recent makeups you’ve scheduled are for June and March 2024, but there aren’t any scheduled in between those dates. I can’t extend the expired makeup tokens, but as a one-time courtesy, I’ll create five new MUTs for you. These will be valid until May 30th, so you'll have over four months to schedule. In the future, just remember that MUTs are valid for 365 days from the date of the excused absence. Do you have any questions about the new MUTs or how the makeup process works?

Scenario: Two makeup tokens expired, and they scheduled a makeup session about once a month or within two months of getting a new MUT. 

Possible Solution: This shows they are doing their best; maybe time has gotten away from them. Give them the pickle.

Convo Example: We’d be happy to issue you two makeup tokens, each with a 6-week expiration period to complete. Does that timeline work for you? Oh, you have a lot going on with school activities. Let me push that out a few additional weeks and make the expiration for both 8 weeks. Would you like to schedule any this week?