TRIAL LESSON PROCEDURES
BOOKINGS: New Client Lead & Trial Conversion Process
This procedure outlines the standard process for managing new client enquiries from initial lead through to enrolment within We Are Tennis / The Tennis Institute’s coaching program.
For our coaching team, it’s important to have a clear understanding of this process as a consistent delivery is paramount.
The objective is to ensure a professional, consistent, efficient and smooth onboarding experience for all prospective students and families.
All administration and coaching staff should refer to this if unsure.
We pride ourselves on our responsiveness and we advise customer that we will provide them with feedback within 24 hours (ideally). This is one of our point of differences in the industry and it is important for us to maintain this standard and deliver on our promises.
PROCESS FLOW
- New lead received
- Admin contacts client and assesses needs
- Complimentary trial lesson offered & booked in
- We Are Tennis New Player Registration form sent to new lead
- Client completes registration form
- Admin creates customer profile and books “Trial Enrolment” (this booking is automatically communicated with the client)
- Coaches notified of upcoming trials with group, child’s name, parent’s name and request to provide feedback (by text afterwards)
- Trialling student is notified (by text) with ‘Welcome to We Are Tennis’ video
- Student attends trial lesson
- Coach provides feedback to admin by text to office phone, ideally at end of shift to enable timely communication the following day
- Admin follows up with coach if haven’t received feedback and then communicates feedback with client
- Client (usually) enrols in term/pro-rata program
- Invoice and welcome email sent
1. New Client Lead Received
New client leads will come from a variety of avenues including:
-
- Website enquiries
- Phone calls
- Email enquiries
- Social media
- Word of mouth/referrals
- School programs
- Existing client referrals
- Community events and open days
- Online advertising campaigns including Google and Facebook ads
Admin Staff Responsibility
Procedure
- Record all new lead details in Google Sheet
- Capture:
- Student name
- Parent/guardian name (if applicable)
- Age
- Contact phone number
- Email address
- Lead source
- Preferred location/program
- Date of enquiry & any particular notes
- Colour code – relates to enquiry status – red (cold), green (follow up), yellow (booked in)
2. Initial Client Contact & Needs Assessment
New client leads will come from a variety of avenues including:
-
- Website enquiries
- Phone calls
- Email enquiries
- Social media
- Word of mouth/referrals
- School programs
- Existing client referrals
- Community events and open days
- Online advertising campaigns including Google and Facebook ads
Admin Staff Responsibility
- Phone call and/or
- Email correspondence
Admin staff to gather the following information:
- Player age and experience level
- Previous coaching/program participation
- Preferred coaching type:
- – Group lessons / Private coaching / Squad-Performance Training
- Availability and preferred days/times
- Goals and expectations
- Behavioural, learning, or medical considerations
- Friendship requests (if applicable)
- Equipment requirements
Outcome
- Admin or coaching staff to recommend the most suitable program/class
- Recommend lesson availability based on their schedule and our vacancies
- Offer a complimentary trial lesson in an appropriate group class.
- Confirm trial lesson date, time, and venue by text or email
- Book trial lesson in to Tennis Biz
3. Trial Booking & Registration Process (HOTSHOTS DEVELOPMENT)
Procedure
Once the trial class has been confirmed:
Step 1 – Send Registration Form
Admin staff must send to client via text or email:
- Trial lesson confirmation with day/date/class/time/venue
- Player Registration Form link
- Instructions to complete the form prior to attendance
Step 2 – Client Completes Registration Form
The client must complete the form in full and importantly:
- Name, phone number and email address
- Emergency contact details
- Medical information – anything that may need to be communicated to coaching team
- Consent agreements
- Communication permissions
- Player profile information – experience, level etc
Step 3 – Create Client Profile
Once registration is received:
- Create client profile in management software.
- Add all relevant notes and requirements.
- Book the student into the selected class as:
“Trial Enrolment”
4. Daily Coach Trial Notification Process
Procedure
Each day, admin staff are to notify coaches of all scheduled trial students in each class by text, or phone call – ideally text so it’s in writing
Information to Provide Coaches
- Student name – parent’s name also
- Age
- Experience level
- Any behavioural/medical considerations
- Class allocated
- Any additional notes relevant to coaching delivery
Communication Method
- SMS
5. Trial Lesson Delivery
(Coaching Staff)
Coach Expectations
During the trial lesson, coaches should:
- Welcome and engage the player
- Assess skill level and class suitability
- Monitor behaviour and participation
- Encourage inclusion within the group
- Provide a positive first experience
- Parents must remain OFF THE COURT at all times – this needs to be addressed immediately should the need arise. It can be presented firmly but sensitively xxxxxxx (***include link to ‘managing parents expectations and behaviours***)
6. Post-Trial Coach Feedback
Timeline
Feedback should be provided to the office phone:
- Immediately after class or
- By the end of the day (to ensure timely communications with client the following day)
Communication Method
- Text message
Feedback Should Include
- Overall participation
- Skill level assessment
- Recommended class placement
- Suitability for the program
- Behaviour and attitude
- Any concerns or recommendations including equipment required
7. Client Follow-Up & Enrolment Conversion (Admin Staff)
Procedure
- Contact the client/parent after receiving coach feedback.
- Share positive feedback and recommendations.
- Recommend the most suitable ongoing program.
- Encourage enrolment for:
- Full term, or
- Pro-rata remainder of term
Key Objectives
- Provide a welcoming experience
- Build confidence in the program
- Convert trial participants into active enrolments
8. Enrolment Confirmation & Invoice Process (Admin Staff)
Procedure
Once the client confirms enrolment:
Step 1 – Update Enrolment Status
- Convert “Trial Enrolment” to ‘temporary’ enrolment with remaining weeks in term.
- Create invoice with date of complimentary trial completed (in ‘notes’) and number of weeks remaining (ie: 5 weeks x Orange Ball @ $28.50)
Step 2 – Create Invoice
Generate and send:
- Term invoice or
- Pro-rata invoice – uncheck ‘pay on time discount’ box on ‘invoice options’ button
Step 3 – Send Welcome Email
Send academy welcome email template that includes:
- The We Are Tennis coaching philosophy
- Makeup policy
- Wet weather procedures
- Contact information
- Payment instructions
- Academy policies
- Promotional activity – upcoming events/programs/link to HEAD etc
9. Record Keeping & Communication Standards
Staff Expectations
- All client interactions must be documented in the Google Sheet Client List
- Notes should be factual, including date for each communication
- Staff should respond to all enquiries within 24 business hours where possible
- Coaches and admin staff must maintain clear internal communication regarding trial students
PROCEDURE
SQUAD / PERFORMANCE
All squad trials are invitation only. No exceptions. Squad is an exclusive and aspirational program.
Any prospective trial must be discussed with Sean or Grubby prior to discussing further with child or family. Sean and/or Grubby will determine whether the student is suitable to trial in a squad group.
Coaches with students that they deem squad ready must communicate with Sean or Grubby so they can assess suitability.
If a student is deemed suitable, the office will contact the client and discuss further.
