Job aid: How to handle Lesson Cancellations

Tools: Canva, Photoshop

Time in development: 4 hours

My role: graphic design, development, policy research and implementation 

Client: Silver Strings Academy, Inc

CASE STUDY

Context: There was too much variation in how staff was handling appointment cancellations at Silver Strings Academy. Since the pandemic, cancellations and reschedules were costing the company 30% of its' profits. Instituted a group make-up lesson policy with make-up credits that never expire. This policy kept profits consistent regardless of absences, and allowed students to come to multiple classes once they were feeling better. 

Challenges: Some staff did not want to send students to group makeup lessons, and would prefer to reschedule with one-on-one sessions. Some staff did not want to offer any make-up classes at all, which led to poor retention. While understandable, both of these choices cost the company too much money. This job aid was distributed to staff to ensure cancellations were handled consistently and in alignment with company policy enterprise wide. 

Solutions: This job aid was uploaded to Google Workspace along with other training materials, and was distributed to new staff as part of the onboarding process. 

Results: Staff adhered to the group makeup policy 80% of the time within one month of delivery. Profits went back up considerably, increasing to just 10% below where they stood pre-pandemic.