𝗧𝗵𝗲 #𝟭 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗬𝗼𝘂’𝗿𝗲 𝗣𝗿𝗼𝗯𝗮𝗯𝗹𝘆 𝗜𝗴𝗻𝗼𝗿𝗶𝗻𝗴

Have you ever had a moment where a business made you feel genuinely cared about?
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I had one of those moments recently. I was away for 3 weeks. The day I walked back into my co-working space, the guy at the front desk looked up and said, “Welcome back, Matt!” Not five minutes later, the manager walked over and asked how I was doing because he noticed I hadn’t been around. 
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Each conversation took less than 45 seconds. But it made me feel loved, seen, and valued. It made me feel like they actually give a sh*t. And it made me realize they must have a system where the staff communicates when a member hasn’t been around.
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That’s the exact kind of system most martial arts schools don’t have. And it’s why so many students quit without warning.
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Here’s the truth: customer service doesn’t start and end on the mat. Your classes matter, but they’re only one piece of the student experience.
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That’s where a process we use called Triage comes in. It’s simple, but it will completely change the way your students feel about your school.
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How Triage Works…
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Every week, sit with your staff and run through every student, and ask two questions:
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1) “Is there anything the team needs to know about this student?” (Example: their grandma passed away, or they just switched schools.)
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2)“Is there anything this student needs extra help with?”
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Most students take 20 seconds. But some will spark a conversation. Example: “Johnny is struggling with Form 4. Miss Alex, can you give him extra attention next class?”
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This meeting forces your team to stop seeing a forest and start noticing the trees. It keeps everyone on the same page. And it guarantees no student falls through the cracks. Imagine how this extra level of care impacts the culture of your school. 
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Yes, it takes about an hour depending on how many students you have. But don’t your students deserve that?
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If they feel seen and supported, it’s nearly impossible for them to quit. If the only time you notice them is when their credit card declines, they’ll feel like a number. And numbers don’t stick around.
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I recommend you run Triage weekly. The first time you do it, it will feel like it takes forever, but the more often you do it, the faster it gets, because there aren’t major updates each week for every student.
 
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Do this, and watch your retention climb and your recurring revenue soar. But most importantly, this will impact your instructor team’s culture in a tremendous way. 
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BTW- We do this same exact strategy, behind the scenes, with our coaching clients in Double Your Dojo, so that's how Alex and I are always on the same page about each client ; )