Quartz 4

Ona Follow Up

5 min read

Feedback review and approved by Ona, with integrated comments highlighted.

  • Ona’s primary interaction with Club Automation is booking one-on-one lessons (single and recurring)with tennis coaches after being forwarded lesson requests by the front-desk staff.
  • The current workflow for booking a lesson runs as follows: 1. A customer calls the front desk and requests a lesson. Front desk staff write down details from their call and enter it into the app. Depending on the staff member, more or fewer pertinent details may be included. 2. If the customer does not have a Club Automation account with a card on file, the front desk staff will walk them through creating an account over the phone. This frequently goes poorly. Not entirely correct. There are times when FD staff may not know that they don't have an account since they are just taking lesson request details, so I am the one then who figures that out when trying to book the lesson(s) and sending them the CA link to create their own account. CA isn't great with this portion so there have been times when it doesn't work for them to input card details and I then have them call the FD to set it up to remove the friction. 3. Ona receives a notification from the app of an incoming lesson request. She calls or emails the lead to discern their available times and what coaches would be a good match. There can be significant back and forth as time slots offered may disappear if the customer takes too long to respond. 4. Ona uses Club Automation to book a court and the app to block off a coaches time. Correct. Once the lesson in CA is booked, it automatically transfers over into the app (per Robert's setup initially with this.)
  • A preferred workflow would be as follows:
    • New Customers
      1. A new customer goes online to book a lesson. They fill out a form with information about what kind of lessons they are looking for and their skill level. Correct. One time lesson or recurring lesson, skill level, adult or junior (competitive (as in tournaments) or community (as in beginner and looking to gain more knowledge)
      2. Based on the information in the form, they are given a list of coaches from whom they may book lessons. They may view the coach’s calendar and book a time directly. Yes, this would be ideal, although their schedules aren't always exactly up to date and Matias does finalized schedules the week before so it may be tough for booking in advance.
      3. If they do not yet have an account with a signed waiver and payment on file, they will be directed to create an account before the lesson booking can be finalized.
      4. When the booking is made, the coach’s calendar is automatically updated, and a court is automatically booked. The customer receives an automatic email with a calendar event.
      5. When the lesson starts, the card on file is automatically charged. If an admin cancels a lesson beforehand, the times on the calendars are automatically released and the card on file is not charged.
    • Returning Customers
      1. A customer logins into the website and views the list of coaches with whom they may book a lesson. They can click on a coach to view their calendar and book a lesson directly. Yes, this would be ideal. Same concern again with coaches schedules not being up to date always and in advance is tough.
      2. When the booking is made, the coach’s calendar is automatically updated, and a court is automatically booked. The customer receives an automatic email with a calendar event.
      3. When the lesson starts, the card on file is automatically charged. If an admin cancels a lesson beforehand, the times on the calendars are automatically released and the card on file is not charged.
  • Refunding cancelled lessons is not as easy as it should be. Refunding cancelled lessons is totally fine, it is really with the session programming where it is multi-day that is tough. For example as mentioned, if I want to remove a student from one day of a 3 day session (like Farm Rising), that is extremely difficult. I need to remove them from the full 3 days and then re-add them in for the days they want. This is where Sarah was on the phone with CA for 1.5 hours trying to get one boy removed from a single day.
  • The front desk staff should have the ability to cancel an existing lesson if a customer calls. Yes, and they do, just many people come to me as they know I am scheduling lessons so in their mind it makes sense to reach out to me.
  • The current system makes it difficult to book bulk lesson requests as lessons may have to take place on different courts. It should be easy for lessons in the same series to take place on multiple courts.

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