Best Practices

• Information Classification: Tier 2 - Internal

• Authored by: Myron (10 May 2025)

• Last modified by: Myron (10 May 2025)

Response time

• Standard: Reply to every new enquiry within one working day (sooner if possible).

• Why it matters: Prompt replies demonstrate professionalism and keep momentum while parents are actively comparing options.

• Pro tip: Use saved snippets in the Enrolment Enquiry Response Template to cut response time without losing warmth.

Tour experience

• Personalise: Greet each family by name, reference any details shared in earlier messages, and highlight areas that match their child’s interests.

• Listen first: Focus on understanding the parents’ needs; not selling. Your goal is to discover whether our programme genuinely aligns with their expectations. It is good to start with a Q&A session and the school tour last so you can highlight key points the parents expressed interest in.

Closure rate

• Target: Achieve ≥ 80 % conversion among families whose needs align with our offering.

• How to improve: Share successful tactics and common objections in the management chat so everyone learns in real time.

Retention

• Target: Keep annual withdrawals below 10 %.

• Early intervention: At the first sign of concern, arrange a call within one working day, agree on an action plan, and set a follow-up date.

• More detail: See the Service Recovery article for step-by-step guidance.

Referral culture

• Why: Satisfied parents are our strongest advocates and most cost-effective marketing channel.

• Incentive: We offer referral credits to both referrer and referee.

• Timing: Politely ask for Google Reviews or social-media mentions after big milestones (e.g., year-end concert).

• Celebrate: Announce each successful referral and reviews or mentions during staff huddles to reinforce the habit.