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Welcome to the
VMA Admin Handbook
About Our School
General Info About our School
About the school, teachers, group class limits
Name: Verellen Music Academy [Pronunciation: [VIR] - [ELLEN]
Who We Are: We are a music academy that teaches high-quality, fun, and confidence-building music education.
Where: 3244 Walker Rd Windsor Ontario Canada N8W3R8 (Right off the EC row, down the street from Costco)
Opening Date: June 2021
Phone: 519-397-0446
Email: info@verellenmusicacademy.com(mailto:info@verellenmusicacademy.com)
Hours: Mon-Fri: 3pm-9pm.
Sat: 9am-4pm.
Sun: Closed
In priority from left to right.
Classes: (ages 7-19) - $32 per 60 min class
Piano Express: Mark, Daniella, Liah, Felicia, Tatiana
Guitar Express: Silas(Backup: Joey)
Vocal Accelerator: Jacqui, Jessica P.(Backup: Felicia, Tatiana)
Drum Express: Silas
Toddler Tunes (6mo-3yrs) - $19/30 mins - Felicia, (Backup: Liah, Karina, Jacqui)
Music Munchkins (4-6yrs) - $24/30 mins - Felicia, Karina (Backup: Jacqui)
Private Lessons: (3 & up) - $36/30 mins - $72/60 mins
Piano: Silas (Adv), Mark, Jessica P. Tatiana, Felicia, Daniella (adv.)
Guitar: Silas (Adv), Mark, Karina, Felicia
Singing: Felicia (Adv), Jessica P. (Adv), Mark (Adv)
Drums: Silas, Mark
Ukulele: Silas, Mark, Felicia
Violin: Felicia, Tatiana, Irene
Bass Guitar: Silas
Classes:
Piano Express: 10
Less than 6 Students - 1 Teacher
More than 6 - 2 teachers
Guitar Express:10
Vocal Accelerator:15
Drum Express:6
Toddler Tunes (6mo-3yrs) -
1 Teacher - up to 10
2 Teachers - up to 15
Music Munchkins (4-6yrs) -
1 Teacher - up to 10
2 Teachers - up to 15
https://static.wixstatic.com/media/c7b926_732ee6cc24f74657bdf486c6829dc3e6~mv2.png
Email Responses
How To's Answering Emails
Tutorials on what to do for common scenarios
Video Tutorial: https://drive.google.com/open?id=1sXWAnqQ5IlfxKOQlGGnVV3v8iwU8DUml&usp=drive_fs (https://drive.google.com/open?id=1sXWAnqQ5IlfxKOQlGGnVV3v8iwU8DUml&usp=drive_fs)
• Respond to their email with this Template:
Hi there,
Thank you for letting us know!
I’ve informed your teacher and updated the schedule accordingly.
Since you provided more than 24 hours’ notice, a make-up credit has been applied to your account.
Wishing you a wonderful week, and we look forward to seeing you next week.
Warmly,
Joey Tyler
Verellen Music Academy
• Go to My Music Staff > Calendar> Find Lesson Event > Click “Take Attendance”
• Click “Absent”
• Mark as: “Bill and Give Makeup Lesson”
Note: Do NOT select “Notice Given Not Billable”
Video Tutorial: https://drive.google.com/open?id=1sXKrgNeJmfDn9Lx593WBf_n1e8tj1PjL&usp=drive_fs (https://drive.google.com/open?id=1sXKrgNeJmfDn9Lx593WBf_n1e8tj1PjL&usp=drive_fs)
• Respond to their email with this Template:
**PLEASE NOTE EXCEPTIONS
• Any death, serious injury, car troubles, crazy life circumstance, feel free to give them a make up credit.
• We want to be strict so that they don't abuse the make up policy, but also not sour the relationship.
Hello,
Thanks for the heads up! I've already filled in your teacher and adjusted the schedule. Since we got less than 24 hours notice, a makeup credit isn't possible this time. However, you're still welcome to attend your lesson if you can make it.
Wishing you a fantastic week and excited to see you next week!
Joey
Verellen Music Academy
• Go to My Music Staff > Calendar> Find Lesson Event > Click “Take Attendance”
• Click “Absent”
• Mark as: “Lesson is Billable”
Tutorial Video: https://drive.google.com/open?id=1s_lNvu0J__9v6e5U_IJJuUu28vKGItwF&usp=drive_fs (https://drive.google.com/open?id=1s_lNvu0J__9v6e5U_IJJuUu28vKGItwF&usp=drive_fs)
Step 1: Send a couple open lesson slots for the client to choose, and settle on a timeslot.Instructions:
• Go to My Music Staff > Calendar> Click Filter>Search by Teacher> Click “Hide Full Events” (This shows all available timeslots for that teacher)
• If they are looking for a specific time: Double check that the time is available. And Send them a email response. (We do not have a specific template for this, you will have to write out your findings) It can help to screenshot the open slots to quickly show them what is available as opposed to writing it out)
• If they are open to whatever time: Screenshot the day or week that they are looking for and send them this in the email
• Respond to their email :
Added attachment Screenshot:
Hello,
I have attached a screenshot of all the available time slots that you can choose for your makeup lesson.
Feel free to take a look, and give me 2-3 options that would work for you!
All the Best,
Joey
Step 2: After they Confirm the Lesson Slot, We will input the lesson into the calendar:
• Wait for their Response. If they give you a time that works, then you do the following:
• Go to My Music Staff > Calendar> Find & Click the Lesson Slot> Click “Edit Event”
• Check the box that says: “This event requires a makeup Credit”
• Add the student to the “Attendees” Section
• Change Category to “03) Makeup Lesson”
• UNCHECK the box that says “This Event Repeats”
• Click “Save this Event” (DO NOT click Save Future Events)
• Click I understand to the prompt that say “Studio in Use” (This happens everytime, its normal)
• Click “Save this Event
• Email the Client the Following:
Hey!
You are all good to go,
I booked your makeup lesson for : [DATE & TIME]
See you then!
Joey
Step 1: See what time slots are available
• Go to My Music Staff > Calendar> Click Filter>Search by Teacher> Click “Hide Full Events” (This shows all available timeslots for that teacher)
• If they are looking for a specific time: Double check that the time is available. And Send them an email response saying wether or not the time is available. (We do not have a specific template for this, you will have to write out your findings.It can help to screenshot the open slots to quickly show them what is available as opposed to writing it out)
Step 2: Create the New Lesson & Email the new lesson time
• Once you settle on a time, Go to My Music Staff > Calendar> Find & Click the Lesson Slot> Click “Edit Event”
• Switch to Private, add Student to “Attendees” section
• CHECK the box that says “This event Repeats”. Make sure it says “Repeat Indifinitely”
• Student Pricing set to “Student Default”
• Click “Save this & Future Events”
• Click I understand to the prompt that say “Studio in Use” (This happens everytime, its normal)
• Click “Save this Event
• Email the Client the Following:
Hey!
You are all good to go,
I changed your weekly lesson time to: [DATE & TIME]
Starting as of [DATE]
Let me know if you have any other questions, if not then we will see you soon!
Joey
Last Step: Take the student out of the Old Lesson
• Go to My Music Staff > Calendar> Find & Click the OLD Lesson Slot> Click “Edit Event”
• Make Event “Public”
• Delete the student from the “Attendees” Section
• Click “Save this & Future Events”
• Click I understand to the prompt that say “Studio in Use” (This happens everytime, its normal)
• Click “Save this Event
• Email the Client the Following
That’s it, You’re done!:
Your Goal: Solve their Problem (Make every reasonable effort to keep the student enrolled)
Last Resort: Cancellation only if all reasonable options are exhausted
Tutorial Videos:
How to Retain Students(https://drive.google.com/open?id=18fu32UoIOtvT6Zmw9XU1CF462F6ol1nP&usp=drive_fs)
How to handle parents who are upset with cancellation policy(https://drive.google.com/open?id=196EsdlOhKSD2zyGNmTxoaqBOqA0YUKKr&usp=drive_fs)
How to Use Retention Pipeline in Pipedrive(https://drive.google.com/open?id=1_xUxEDEIHro49aiqaee8uMkVPyZ1p0Rr&usp=drive_fs)
Steps:
1. Add to Pipedrive: Add to retention Pipeline. Add accurate notes: a) Date of cancel email b) the Teacher & Instrument c) Any detailed Notes of relevant info of the reason for quitting and potential solution so the other admin is up to date.
2. Call Them - Ask questions, Investigate and talk it out (Be personable) Try and Solve their Problem with a Creative Solution. If no answer leave a voicemail.
3. Continue the Pipeline - Continue to call and try and get ahold of them. After 4 attempts, mark them as lost.
✅ If Solution is Accepted: Process the changes, notify all involved by email (Teachers with specific changes etc.)
❌ Still want to Cancel--Follow the Process (Cancellation Steps below):
Quick Policy Notes:
Student is out of 3-month commitment: 4-week notice is applied from the date of cancellation notice.
Student is still in the 3-month commitment:
They are responsible for completing the full 3 months. Payment continues until the end of that commitment. The required 4-week notice can be given during this time and will run alongside the remaining commitment period (However, it does not shorten the 3 months).
Steps to Process a Cancellation:
1. Mark as Lost on Pipedrive
2. Take of Calendar 4 weeks: From the day they intially emailed the cancelation request
3. Set Status to Inactive
4. Send Confirmation/Farewell Email
☀️Summer Breaks: 10-20% of our students go on summer break.
Your Goal: Keep the student enrolled through the summer in some capacity
Last Resort: Cancellation only if all reasonable options are exhausted
Summer Break Steps:
1. Add to Pipedrive, give a call.
2. Clarify: Are you looking to take a full break, or just lighten things up for the summer? (Our summer semester (July - Aug 31) is very flexible, we can give as many make ups as needed, or not charge for missed lessons for vacation with notice)
3. Fall Registration: When students take a couple months off, it can be really tough to get back into it in the fall. We only hold spots for families who pre-register for fall. If you register for fall, all you do is Pay for the first 2 lessons in September: a) You would get priority scheduling + b) guaranteed same teacher/time” c) We would hold and reserve your time slot that you have right now. Make sure to Lock in Return Date!
4. Still Want to Cancel: → Follow Cancellation Process
Top 5 Problems & Solutions:
Example of a Retention Voicemails:
1) Cancel Response - Retain VM - Karlee
https://static.wixstatic.com/mp3/c7b926_ddeda8ec8f7346fe9fff7f71049ff290.mp3
1) Cancel Response - VM Coming up with private Solutions - Karlee
https://static.wixstatic.com/mp3/c7b926_ea7afe7d8a864ed0aad19619e178df76.mp3
Example email: (It’s personal, specific, and solution-focused)
https://static.wixstatic.com/media/c7b926_da1cd124cfbc40058b9c93a003a50837~mv2.png
Video Tutorial: https://drive.google.com/open?id=1sZ_h_wplmwrUtHLqDbrBhY_yOc-wV2pF&usp=drive_fs (https://drive.google.com/open?id=1sZ_h_wplmwrUtHLqDbrBhY_yOc-wV2pF&usp=drive_fs)
We need mark the payment as received in My Music Staff
- Go to My Music Staff> Student List> Search for Student> Click on Profile> Click on "View Family Account"
- Click "Add Transaction" Button
- Click "Payment"
- Choose the Student
- Enter the Amount of the Etransfer
- Set Payment type to "E-Transfer"
- Click "Send an Email Receipt"
- Click Save
NOTE: Any etransfer coming from either Jacqueline (Jacqui) or Joey can be "Marked as Read". We often move money in and out of the business account.
That's it you're Done!
If you don't know what to do with a specific email, do the following:
- Flag or Star the Email
- Forward to info@verellenmusicacademy.com (info@verellenmusicacademy.com)
- Subject Line: ATTN - Need Help with this Email
Either Jacqui or I will see this email and we will either give you further instructions on how to handle it. Or we might handle it ourselves on our end!
Video Tutorial: https://drive.google.com/open?id=1sWp4YKN_Zd3ESs3dLJ0PaXZe4uAvFY0w&usp=drive_fs (https://drive.google.com/open?id=1sWp4YKN_Zd3ESs3dLJ0PaXZe4uAvFY0w&usp=drive_fs)
Jacqui: Forward to javerellen@gmail.com(mailto:javerellen@gmail.com)
Joey: Forward to info@joeytyler.com(mailto:info@joeytyler.com)
It is hard to determine what is junk or not, please use your best judgement as to what is spam or junk:
- Any Newsletters
- If it is not directed at anyone in particular
- Anything to do with website traffic, SEO, "We can get you 50 sales in the next 30 days" .. definitely junk
- Random Updates that we dont need to know about : "We've updated our policies"
If you are ever not sure, or you are on the fence:
Simply Forward it back to info@verellenmusicacademy.com (info@verellenmusicacademy.com)
- Flag or Star it
- Subject Line: ATTN - Not sure what to do with this
Policies & Scenarios
How to deal with any scenario and follow our policies.
Policies
How to Use This Guide
Every situation you encounter will fall into one of the five categories below.
Your job is to:
-
Identify the primary reason for the request (not the client’s tone or emotion)
-
Select the matching category
-
Follow the instructions and use the script exactly as written
Important:
-
Do not create new exceptions
-
Do not change or bend policy
-
If two categories seem to apply, choose the stricter one
If the situation is unclear or escalated, contact Joey or Jacqui
When to Escalate
-
Legal threat
-
Chargeback mentioned
-
Situation truly doesn’t fit a category
Golden Rules
-
Choose category based on reason, not emotion
-
If two apply → choose the stricter one
-
Do not create new exceptions
-
Use scripts — do not freestyle
This system ensures consistency, fairness, and clarity for all families.
Trigger:
➡️ Is the student missing a lesson or giving short notice?
Examples:
• Student is sick and cancels same-day
• Parent gives only a few hours notice
• Student forgot lesson time
• Parent forgot entirely and wants a makeup
• Car broke down / transportation issue
• Family assumed lesson was cancelled (snow/holiday) but it wasn’t
• Family didn’t see reminder email/text
• Student arrives at wrong time and misses lesson
• Parent shows up on wrong day/time
• Student repeatedly misses due to sports or schedule conflicts
• Child refuses to attend last-minute
• Child is upset/crying during lesson and stops
What To Do
1. Follow policy
2. No refunds
3. Offer makeup only if eligible
What To Say (Copy + Paste)
“Totally understand — things come up.
Because we weren’t able to receive advance notice, that lesson isn’t eligible for a refund or makeup.
We always recommend letting us know as early as possible so we can help you get the most out of your lessons.”
Do / Don’t
✔ Stay kind and understanding
✔ Keep response short
✖ Do not make exceptions
✖ Do not escalate
Trigger:
➡️ Are they choosing to stop, reduce, or change lessons?
Examples
• Family moving (planned)
• Wants to cancel immediately instead of giving notice
• Long-time family wants early cancellation (no 4 weeks)
• Wants to use makeups instead of final payments
• Traveling for extended period (India, vacation, etc.)
• Wants biweekly lessons instead of weekly
• Wants to switch from group to private but keep same price
• Found cheaper option elsewhere
• Doesn’t like teacher or teaching style
• Doesn’t like song choices or curriculum
• Child not progressing (parent perception)
• One sibling wants to quit, others continue
• Wants to pause for summer and hold spot
• Wants grandfathered pricing from years ago
• Wants extra discount for multiple children
• Wants to split payments into smaller installments
• Cancels mid-month and wants to pay only for attended lessons
• Prepays and later wants refund
What To Do
• Enforce 4-week notice
• No refunds
• Do not negotiate pricing or terms
What To Say (Copy + Paste)
“Totally understand, and I appreciate you letting us know.
As per our policy, we do require four weeks’ notice to stop lessons, so your final lesson will be on [DATE].
We’re happy to help you make the most of your remaining time with us.”
Optional Retention Line (if appropriate)
“If it would help, we can also look at options that might better fit your schedule.”
Do / Don’t
✔ Be warm but confident
✔ Keep control of the conversation
✖ Do not shorten notice
✖ Do not offer discounts unless approved
Trigger:
➡️ Did we (the school) cause the issue?
Examples
• Teacher calls in sick
• Teacher is sick for multiple weeks
• Teacher arrives late
• Teacher quits mid-month
• Student unhappy with new teacher after change
• Scheduling error by admin
• Miscommunication about lesson time
• Client shows up but class was cancelled (they missed email)
• School closure (snow/power outage if applicable)
• Lesson ends early due to teacher
• Admin gave incorrect information
What To Do
• Apologize immediately
• Offer makeup or credit
• Resolve without delay
What To Say (Copy + Paste)
“Thank you for your patience — this one is on us.
We’ll absolutely make sure you receive a makeup or credit for that lesson. I’ll take care of that for you now.”
If needed (extra reassurance)
“We appreciate your understanding and will make sure this is handled right away.”
Do / Don’t
✔ Take ownership quickly
✔ Fix the issue immediately
✖ Do not delay
✖ Do not shift blame
Trigger: ➡️ Is this a serious, unavoidable life event?
Examples
• Student breaks arm / physical injury
• Serious medical condition
• Family emergency (death in family)
• Parent pregnant and unable to bring child
• Family member is sick long-term
• Sudden move (unexpected relocation)
• Job loss / financial hardship
• Ongoing personal hardship preventing attendance
• Student unable to continue long-term due to health
What To Do
• Show empathy
• Offer ONE Goodwill Option:
• Shorten notice (4 → 2 weeks)
• OR convert remaining time into credits
• If unsure → escalate
What To Say (Copy + Paste)
“I’m really sorry to hear that — thank you for sharing that with us.
What I can do is offer a one-time adjustment to help make things easier. We can either shorten the notice period or convert the remaining time into credits for you to use later.
Let me know what would work best for you.”
Do / Don’t
✔ Be empathetic and human
✔ Offer only the defined options
✖ Do not stack multiple exceptions
✖ Do not promise anything outside this
Trigger: ➡️ Are they arguing, upset, or challenging the policy?
Examples
• “I didn’t know the policy”
• “I never received or read the policy”
• Claims they emailed cancellation but no record exists
• Claims they cancelled verbally with teacher
• Disputes auto-renewal despite signing
• Upset about being charged after ghosting
• Demands refund after signing up but not attending
• Wants refund due to dissatisfaction
• Threatens bad review
• Threatens legal action
• Initiates or threatens chargeback
• Argues late fees shouldn’t apply
• Insists they already paid (no record)
• Requests special exception due to loyalty
• Requests exception due to knowing owner/teacher
• Constantly pushing for flexibility beyond policy
• Disruptive student situation affecting class
• Parent upset about class structure or environment
• Parent upset about internal decisions or policy enforcement
What To Do
• Stay calm
• Acknowledge feelings
• Re-state policy
• Do not change terms
What To Say (Copy + Paste)
“I completely understand where you’re coming from.
Our policies are shared at registration and help us keep scheduling consistent for all families. In this case, we would still need to follow the policy.
I’m happy to help you make the most of your remaining lessons.”
If they continue pushing
“I understand this is frustrating. We do need to remain consistent with our policies, but I’m happy to help in any way within those guidelines.”
Do / Don’t
✔ Stay calm and neutral
✔ Repeat policy if needed
✖ Do not argue
✖ Do not give in under pressure
New Students & Phone Calls
How to speak with Clients on the Phone
Scripts
Book Trial Checklist:
• Open Calendar and Have Dates Ready before call (Decide on Trial Date & Time)
• Add Student Profile (Status as TRIAL)
• Assign the Teacher
• Add Trial Event to Calendar
• Send Confirmation Email to Parent (And the Teacher)
• Move Pipedrive to 24 Hr Call Reminder. Create new Activity to Day before Trial.
Step by Step Instructions:
Before the call:
1. Look at new Student Card in Pipedrive: Take note of instrument, age, experience level: Video (https://drive.google.com/open?id=19aXQlrJTpSWIALdzdiP2PvHjqFLGAE74&usp=drive_fs)
2. Open MMS Calendar> Set to Week Agenda View> Select Filters: by Class & Trial Class: Video (https://drive.google.com/file/d/161KghulvMQxnVXe_4HAbDSxLqhNhXU_w/view)
3. Add trial as a contact in Openphone: Video (https://drive.google.com/open?id=1W5teqrImsqyt9QksRI6Xr8m4iXKDCTBH&usp=drive_fs)
While on the Call:
4. Give no more than 2 time options at a time. Should not be more than 3-5 days in the future
After the Call:
5. Set the activity on Pipedrive to 1 day before the trial lesson for a 24hr reminder call: Video (https://drive.google.com/open?id=1GjaA7BW_xwNjDYjx7h72YT2b5_jZVv2F&usp=drive_fs)
6. Create Student profile on My Music Staff: Video (https://drive.google.com/open?id=1akL1vm_1o9i-Fxy9ZoqrlX73PQhArfAG&usp=drive_fs)
7. Create a trial event on Calendar: Video (https://drive.google.com/open?id=1R-k_70cN9EtJTaNgA5QYEkxIp1Uft4QJ&usp=drive_fs)
8. Send email confirmation to client, and the teacher. Video (https://drive.google.com/open?id=1VJ9LQe05mhDfypo_my10cWOMVytaTj3p&usp=drive_fs)
Some Quick Notes:
- Be Real and Genuine.
- We don't want to sound scripted or "salesy" (Do not use the word Sir or Ma'am)
- Don't worry about pauses, while you look at calendar, (Thats what gives you a more authentic vibe)
Script
• Hi this (NAME) from Verellen Music Academy
• I had seen that you filled out an online form and I was calling to book your free (Instrument) trial music lesson.
• Does this DATE) happen to work for you?
Settle on a date
• Ok perfect, you are all set to go for (Date& Time).
• I will go ahead and send you over a confirmation email with all the info you need.
• And just so you know lessons are ($— for the xx min) lesson just to give you the info just in case you were wanting to continue.
• OK! So you are all set to go for [DATE & TIME] We will see you then!
---------------
In Detail Step by Step Instructions:
Video Tutorial: https://drive.google.com/open?id=1bxGMCn8i0EAGRjR_442UiIv5GXhhJzC4&usp=drive_fs (https://drive.google.com/open?id=1bxGMCn8i0EAGRjR_442UiIv5GXhhJzC4&usp=drive_fs)
Step 1: Speak with Client and Decide on a Date and Time for the Trial Lesson
- Go to My Music Staff>Calendar>Click filter> Filter by class or teacher & Trial Lesson Category
- Offer the client ONLY 2 time-slots. ***(Make sure that the time you choose DOES NOT create a gap for the teacher)***
- Settle on the date and time.
Step 2: Create or Search for Student Account (Sometimes the info will be auto inputted when they fill out lead form)
- Go to My Music Staff > Students> Search for Student>OR >Click "Add Student"
- Get child name, birthday, instrument and Experience Level
- Get Adult Name, email and Phone
- Assign Teacher (Keep Everything Default)
Step 3: Add Student to Calendar
- Go to My Music Staff>Calendar>Find the Date & Time you want to Book
------->If it is a trial group class: Create a New Event - Change category to "Trial Group Class"
- Add the Attendee
------>Trial Private Lesson
- Book new event> Change Category to 02) Trial Lesson
- Set Location and Time
- Check OFF the event Does NOT repeat
- Pricing Click "No Charge (0.00)"
- Add Private Description: Age, Experience, instrument
- Click Save THIS EVENT (Not following Events)
- Click Ignore Conflicts>Click Save
Step 4: Send Client Confirmation Email
- Go to Calendar>Click on the New Event Time Slot> Click Email Students & Parents
- BCC the Teacher by adding their email (teachername@verellenmusicacademy.com)(mailto:theirname@verellenmusicacademy.com)
- Set Subject as: Trial Music Lesson - Date and Time
- Click “Templates” top right of Message Box
- Copy and Paste the Date and Lesson time into Date Section
- Click Send
Step 5: Update Pipedrive
- Move the Deal from “Contact Made” to “Trial Booked - 24hr Reminder"
- Create a new activity called “24 hr Reminder” set the due date as the day before the trial
- Add any notes that you feel I might need to know about this trial coming up
Follow Up Calls Tutorial Video - https://drive.google.com/open?id=1zPEwswTJgdmKjAcYJiDR2sgHuOWWGZ_v&usp=drive_fs (https://drive.google.com/open?id=1zPEwswTJgdmKjAcYJiDR2sgHuOWWGZ_v&usp=drive_fs)
After the student comes in for the trial, we then follow up with the client. We call the client approximately 7 times over the next 30 days. The objective is to guide the client to make a decision (YES/NO).
If you are wondering about how many times, or when to call a lead take a look at this graphic.
https://static.wixstatic.com/media/c7b926_c3099d193eea48cba724374fddf3e194~mv2.png
Follow Up Script:
[YOU]: Hey there this is [YOUR NAME] from Verellen Music Academy, you had come in [DATE] for a trial music lesson and I was just calling to see how it went and if you would like to continue lessons!?
• They will most likely ask question about the school, how payments work, etc...
• Help them feel happy, comfortable and confident in signing up with us
Here is our pricing sheet that we use in person during their trial
https://static.wixstatic.com/media/c7b926_732ee6cc24f74657bdf486c6829dc3e6~mv2.png
IMPORTANT THING TO NOTE (About Short Term Enrolment):
1. We have a minimum commitment of 3 months.
The Client has made their Decision: There are only 2 outcomes: YES or NO
Outcome 1: NO : Simple! Move them to Lost. Unless they seem like they might sign up in the future: in that case put them in future column, and set an activity date to the future.
------------
Outcome 2: YES! If they would like to sign up, follow these steps:
Signing Up A Student - Video Tutorial: https://drive.google.com/open?id=1bzBynVBEro8WQIsR_T8ABH6nSaxZzmXa&usp=drive_fs (https://drive.google.com/open?id=1bzBynVBEro8WQIsR_T8ABH6nSaxZzmXa&usp=drive_fs)
https://media0.giphy.com/media/jyzjPmdKLm2fslKG8C/giphy.gif?cid=4faa2cdclb8xg1812i6hvpgxahvjbhx0yqj6s667546jezc3&ep=v1_gifs_search&rid=giphy.gif&ct=g
Script: (If they say yes we are definitely interested in signing up!) Heres how you respond:
{YOU]: Awesome thats great to hear!
If you haven't already explained our pricing yet, you can do that here.
[YOU]: Ok and does [THEIR TRIAL TIME SLOT] work for you going forward?
Step 2: Add them to the Calendar
- Go to My Music Staff>Calendar> Decide on weekly lesson time
- Once a time slot has been chosen click on the time slot> edit event
- Click Private>No "Makeup Credit Required>Add student to attendees Section
- Category: 01)Lesson> Location: In Studio
- Set Duration
- Check mark "This Event Repeats" Weekly
Monthly: ***Click Repeat Indefinitely if student is going monthly
Semester or Yearly: Set the repeat until date to 5 or 10 months from signup date
- Student Pricing : Student Default
- Click "Save this & Future Events"
Step 2: Taking their Payment Info
[YOU]: Perfect! Ok so, In terms of payment you have two options,
1st Option: you can pay monthly by Credit card ONLY. This is a 3 month minimum commitment
The 2nd option: is you can pay for the semester or the year by any payment method
[YOU]: Ok "All I need is your card info"
(etransfers can be made to info@verellenmusicacademy.com)(mailto:info@verellenmusicacademy.com)
- Go to student account> Click "Family Contacts"
- Scroll down to bottom where you will see "Payment Methods Add New". Click that button
- Input the CC Number, Exp Date, and CVC Code as well as Postal Code.
- ***Make sure to check mark "Automatically pay Emailed Invoices"
- Click Save
Step 3: Explain the Policies & Finish the Call
[YOU]: Ok, you are officially signed up as a student!
- Your first lesson is [Date and Time]
- And I will email you a confirmation email, with some studio policies and some helpful tips on purchasing an instrument and stuff like that.
- Just to let you know: If you cannot attend a lesson. All we ask is that you email us 24 hrs before your lesson. WE DO NOT ACCEPT TEXTS, PHONE CALLS or VOICEMAIL only Email.
- OK Thats it! Ill send out that welcome email to you, and We are super excited to have you part of the studio and we will see you next week!
**End of Phone Call - You will finish the registration off the phone**
Step 4: Finish the registration -
Tutorial Video on Making Payment & Finishing Registration (https://drive.google.com/file/d/1kraAWTp190ekVXMjkVfo7MYyeA4310n4/view?usp=sharing)
- Go to My Music Staff> Students> Search for Student> click on Profile> click "View Family Account> Click "Add Transaction"
- Click Charge> Add $45 to Amount section> Category: Registration Fee.> Description: One Time Registration Fee
- Click Save
- While still in Family Account click: "Enable Auto Invoicing"
- No Need to change any settings on the first page. Click Next
- On the 2nd page: no changes > Click Save
Step 5: Make Payment
- While still in "Family Account" > Click Invoices> Create New Invoice>
- Set the Invoice Date to the end of the current month
- Scroll down to "Date Range Section" > Start Date: Set it to Today > End date: Set it to the end of the month
> Next> Check the box: "Create but dont Email"
> Click Create (Wait for it to generate)
- Next to the new invoice you just created: click the three vertical dots> Click Email> Select "Attempt Auto Pay"> Click Send
- Wait until it says "PAID" in green
- Go back to Student Profile> Edit Student Profile> change from TRIAL to ACTIVE
Step 6: Send Confirmation Email
- Go back to Calendar> Find their next lesson date> click on event> click email students and parents> top right of message box click templates> choose “Welcome to our Studio” Email
- Set Subject to "Welcome to Our Studio! Your Lessons are on (DAY OF THE WEEK at TIME)
- Update the Status on Pipedrive, and mark them as “Won
YAY! YOU GOT A SIGN UP!
https://media2.giphy.com/media/o75ajIFH0QnQC3nCeD/giphy.gif?cid=4faa2cdcjdc1jt69cfoeq8rbr9x1c94t41edof0g8lm73rj7&ep=v1_gifs_search&rid=giphy.gif&ct=g
Signing Up a New Student Checklist:
• Get Payment (CC) Information
• Add to Calendar Recurring Lesson
• Add $45 Registration Fee to Family Finance Account
• Enable Auto Invoicing (If Monthly Student)
• Make Payment
• Set Status to Active
• Send Emails: Welcome Email & Registration Form (Or Policy email)
•
You will call each lead 7 times before you delete the deal.
https://static.wixstatic.com/media/c7b926_c3099d193eea48cba724374fddf3e194~mv2.png
New Team Member Onboarding!
Onboarding
Hello.
WELCOME TO THE TEAM!
Onboarding Checklist
Lets get you started, complete the following checklist!
Step 1:
1. Click here to access the admin training course. You will need to create an account
2. Check your email to login to your staff account to access payroll and schedule.
Step 2:
1. Complete the Admin Training Course
2. Practice each task on this admin exam
3. Notify us when you are ready for the admin test.
The Software You Will Be Using
**For the login username and passwords, please message us**
School Calendar
MY MUSIC STAFF
Our school calendar, how we book and invoice for lessons
We will send you a link to your email for you to set your password
Our Phone Servics
OPENPHONE
How we call and Text Clients
THIS IS A MOBILE APP go to the app store and download to your phone
0. Onboarding (New Training)
-
General Information
1.1 About the School
1.2 Teachers & Instruments
1.3 Group Class Limits
1.4 Pricing
1.5 Holidays
1.6 School Policies
-
Core Systems & Tools
2.1 The Software
2.2 Invoices (First of the Month) -
Leads → Trials → Signups (Sales Flow)
3.1 How to Book a Trial
3.2 Phone Calls
3.3 Answering Emails
3.4 Sales and Objections
3.5 Enrollment Process (Step-by-Step) -
Student Management (After Signup)
4.1 Schedule Changes (Moves & Transfers)
4.2 Makeup Lesson System
4.3 Makeup Lessons (Quick Reference) -
Retention & Problem Handling
5.1 Retention, Cancellation & Dropout -
Events & Special Activities
6.1 Recitals -
Daily Operations
7.1 Studio Day-to-Day (Cleaning, Managing Issues)
7.2 Health and Safety
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