Having given yourself an honest rating, the next step is to define what excellent service means to you. If you know what you’re striving to achieve, then training your staff to get there is all that much easier.

The best way to tackle this project is to break down “excellent” service into easy-to-handle bite-sized chunks. Think of doing it the same way you would train a student to give a Level 10 kata performance. Each aspect of the kata, from the student snapping her head up when called by the judges, to the way she stands up and adjusts her uniform, to the way she approaches and then addresses the judge’s panel – each small part of the performance creates the overall “Level 10” effect.

Defining Excellent Service in Bite-Sized Chunks

Visual Appeal

  1. First Impressions: Drive up to your school as if you were a new student or parent.

    • Is the exterior clean and well-maintained?
    • Are the windows clean and free of clutter?
    • Is the signage clear and professional?

  2. Parking Lot: Ensure it is tidy and well-marked.

    • Are parking spaces clearly defined?
    • Is there adequate lighting and signage?

Reception

  1. Greeting: Train your staff to give a warm, welcoming greeting.

    • Does the receptionist smile and make eye contact?
    • Are they standing or sitting in a professional manner?

  2. First Interaction: The initial conversation should set a positive tone.

    • Does the staff member offer assistance immediately?
    • Are they knowledgeable and able to answer basic questions about classes and schedules?

Facility Tour

  1. Cleanliness and Organization: Ensure the facility is spotless and organized.

    • Are the mats clean and equipment neatly stored?
    • Is there a pleasant aroma in the facility?

  2. Tour Guide: A staff member should give a concise and informative tour.

    • Do they highlight key areas like training mats, changing rooms, and restrooms?
    • Do they explain the benefits of the training programs?

Class Observation

  1. Class Structure: Show a well-structured class in progress.

    • Are the students focused and engaged?
    • Is the instructor professional and enthusiastic?

  2. Interaction: Highlight positive interactions between instructors and students.

    • Are students receiving constructive feedback?
    • Is there a balance of discipline and encouragement?

Enrollment Process

  1. Information Presentation: Provide clear and concise information about enrollment.

    • Are the enrollment forms easy to understand?
    • Is the pricing structure transparent and explained in detail?

  2. Follow-Up: Ensure a smooth follow-up process.

    • Are follow-up calls or emails sent promptly?
    • Is there a system in place to check in with new students after their first few classes?

Implementing Staff Training

  1. Role-Playing: Conduct role-playing exercises to simulate various scenarios.

    • Have staff members practice greeting new students and parents.
    • Simulate a facility tour and class observation.

  2. Regular Feedback: Provide ongoing feedback and coaching.

    • Hold weekly meetings to discuss what’s working and what needs improvement.
    • Celebrate small wins and acknowledge staff members who excel.

  3. Continuous Improvement: Always look for ways to enhance service.

    • Encourage staff to share ideas for improving service.
    • Stay updated on industry best practices and incorporate them into your training program.