Phone School is Transforming Lead Communication: How IntelliKid Systems Elevated Professionalism at Honey Tree Preschool and Childcare
Quote from Owner, Danielle Gallop: "When we signed up for IntelliKid Systems, it was like gaining a new set of ears. Hearing our call recordings for the first time was eye-opening. I vividly remember listening to our initial calls, and realizing the importance of professionalism. It was a wake-up call for us, highlighting areas where we needed to improve to ensure every interaction reflected the high standards of care and professionalism we strive for at our childcare center."
Introduction:
Before IntelliKid Systems, Honey Tree Preschool and Childcare faced significant challenges with their enrollment. After joining IntelliKid Systems, they realized their staff were failing to effectively represent their center and nurture prospective families during initial phone interactions. Enter IKS Phone School, a mini-training program designed to certify teachers and staff in effective phone communication and engagement. Coupled with the implementation of IntelliKid Systems, Honey Tree Preschool and Childcare experienced a transformation in their lead communication practices.
Unveiling the Reality:
At first, Danielle Gallop, owner of Honey Tree Preschools, underestimated the value of phone recordings provided by IntelliKid Systems. Confident in her staff's abilities, Danielle was taken aback after listening to the first several phone calls. What she heard left her upset and concerned. From teachers screaming across the room to crying children in the background, and even a director hastily disclosing pricing and availability before abruptly ending the call, it was evident that improvements were needed. Recognizing the urgent need to refine their phone communication strategy, Danielle and her team embarked on a journey to revamp their approach and ensure every phone interaction reflected the professionalism and care Honey Tree Preschool prided itself on.
Transformative Training: Equipping Teachers for Phone Communication Success
In the quest to enhance phone communication and instill confidence in their teachers, Honey Tree Preschool embarked on a transformative journey. Recognizing the need for a tangible and comprehensive training program, the team brainstormed innovative solutions. Their collective efforts culminated in the creation of a dynamic mini-series, known as Phone School, aimed at equipping teachers with the skills and confidence to excel in phone communication.
The team at Honey Tree recognized the profound impact of every phone interaction and prioritized instilling in their teachers and staff the understanding that each call represents an opportunity to enhance the center's resources and support its growth. During the start of their mini-training series, emphasis was placed on conveying that every lead is invaluable, contributing directly to the center's well-being by enabling them to allocate more resources for classroom budgets, staff outings, new toys, etc.
Following the understanding of the importance of each phone call, teachers were required to master a phone script. Implementing a phone script for teachers ensures consistent and accurate information delivery to potential parents. This standardized approach also guarantees great customer service and professionalism with minimal effort, enhancing the center's reputation and efficiency in phone communication.
Along with the phone script, scenarios were crafted to prepare teachers and staff for various phone call situations. For example, in the instance of a crying child near the phone, staff were encouraged to allow the call to go to voicemail rather than risk having a distressing interaction that could negatively impact the parent's first impression of the center. This ensured that every phone interaction was conducted with professionalism, care, and consideration for prospective families.
Implementing IKS:
IntelliKid Systems further enhanced Honey Tree Preschool and Childcare’s lead communication practices by providing a seamless platform for monitoring and assessing phone interactions. With the ability to observe and analyze phone calls, Honey Tree Preschool gained valuable insights into staff performance and caller experiences. Call recordings were automatically sent to the IntelliKid Systems portal, allowing for quality assurance checks and continuous improvement efforts. What was once a source of discomfort became a tool for pride, as staff members demonstrated excellence in phone communication.
Achieving Success through Phone School and IntelliKid Systems:
The combined implementation of Phone School and IntelliKid Systems yielded significant results for Honey Tree Preschool and Childcare. Lead communication was elevated to a new standard, fostering trust and confidence in prospective families. With higher conversion rates for tours and a jump in waitlist spots secured over the phone, Honey Tree Preschool experienced increased enrollment and growth. Staff members gained confidence in their phone communication skills, knowing they were effectively representing the center's values and nurturing relationships with families.
Quote from Owner, Danielle Gallop: "We've seen a remarkable improvement in our phone communication practices since implementing Phone School and integrating IntelliKid Systems. Our staff members now excel in representing our center over the phone, putting prospective families at ease and fostering trust from the very first interaction."
