Customer Service & Retention

• What it takes to have 300+ Students Part 1
  [Audio MP3]
• What it takes to have 300+ Students Part 2
  [Audio Only MP3]
• Time for a Service Checkup
  [VIDEO] [Audio Only MP3] – [Related PDF]
• Reducing and Responding to Customer Service Challenges
  [WEBINAR]  [Audio only MP3]
• Surveys = Service
  [WEBINAR]  [Audio only MP3]  [Sample Survey]
• What Your Dojang Can Learn from Disney [VIDEO] [PDF]
• Interview with Grandmaster Dave Kovar: Keeping Martial Arts Relevant To Today’s Students [VIDEO]
• Feedback Wanted Poster [INDESIGN] [PDF]
• Sample E-mail to Inactive Students [PDF]
• Sample Inactive Student Feedback Survey [PDF]
• The Power of Moments: How to Make Your Dojang Service Remarkable  [VIDEO]
• Level Up Your Parent Communication [VIDEO] [PDF]

• Retention is more important than ever before

  [Video] – Handout [PDF]
• Controlling for the X Factor 
  [WEBINAR]  [Webinar Presentation PDF]  [Audio only MP3]

  NOTE: Due to technical difficulties with start meeting, this particular recording has some background noise early on. However, the rest of the recording is fine and the visuals are all clear as well.
• Want to Keep More Students?
  Join Master Michael Mertens and Master Andy Chong as they share the formula
  [Audio Only MP3]
• Do you really understand your students?
  [Video] [PDF] [Ideal Customer Worksheet]
• Summer Retention Roundtable [Video] [PDF]
• Retention E-mail to Students [MS Word]
• FB Post Ideas [MS Word]
• Green, Yellow, Red, Gone! [VIDEO] [PDF]
• Student Retention Masterclass [VIDEO] [PDF]

• Grand Opening Version [MS Word]
• White Belt and Color Belt Version [MS Word]
• White Belt- Green Belt Version [MS Word]
• White Belt- Blue Belt Version [MS Word]
• White Belt- Red Belt Version [MS Word]
• White Belt- Black Belt Version [MS Word]
• Sample Schedule for Students [JPG]
• BONUS: Discussing Class Schedules [1:08:21]

• Push Up Challenge [INDESIGN]
• Forms Challenge [INDESIGN]
• Front Rising Kick Challenge [INDESIGN]
• Squat Challenge [INDESIGN]
• Outside Challenge [INDESIGN]

Individual pages of ADMIN MONTHLY PLANNER:

• Admin Daily Checklist [PDF]
• Admin Key Statistics [PDF]
• Admin Testing Day Checklist [PDF]
• Admin Weekly Attendance Summary Tracker [PDF]
• Black Belt Candidate Tracking [PDF]
• Dynamics Inventory Order [PDF]
• Front Desk Best Practices [PDF]
• Month-to-Month Membership Tracker [PDF]
• Retail Order Log [PDF]
• Safety Gear Package Tracking [PDF]
• Special Event Participation Tracker [PDF]
• Staples Inventory Order [PDF]

• Attendance Cards:  [MS Word]  [PDF Samples]
• Beginners Packet:  [Indesign Files]  [PDF Sample]
• Brochure:  [Indesign Files]  [PDF Sample]
• Class Schedule:  [MS Word]  [PDF Sample]
• Dojang Site Evaluation:  [Indesign Files]  [PDF Sample]
• Fall Events Flyer:  [Indesign Files]  [PDF Sample]
• Google Plus review card and Yelp review card:  [PDF Sample]
• Information Retention Letters:  [Indesign Files]  [PDF Samples]
• No Jewelry Sign: [PDF]
• Shhh Poster:  [PDF]
• Summer Events Flyer:  [Indesign Files]  [PDF Sample]
• Testing Applications:  [MS Word]  [PDF Samples]
• Winter Events Flyer:  [Indesign Files]  [PDF Sample]

Individual Pages of INSTRUCTOR WORKBOOK:

• Assistant Instructor Position Agreement [PDF]
• Class & Meeting Attendance Tracker [PDF]
• Cleaning and Calling Off Procedures [PDF]
• December Staff Evaluations [PDF]
• Instructor Goal Setting [PDF]
• June Staff Evaluations [PDF]
• Mission Statement, 7 Habits, & 3 Rules of Engagement [PDF]
• Monthly Curriculum Check Feedback [PDF]
• Six ABC’s of World Class Instructors [PDF]
• Special Event Participation Tracker [PDF]
• Weekly Staff Meeting Notes [PDF]

Individual pages of LITTLE TIGERS QUARTERLY PLANNER:

• A-D Monthly Teaching Format [PDF]
• Booster Classes [PDF]
• Little Tigers Drill List [PDF]
• Little Tigers Instructor Best Practices [PDF]
• Little Tigers Instructor Quarterly Evaluation [PDF]
• Little Tigers Position Agreement [PDF]
• Little Tigers Key Statistics [PDF]
• Mission Statement, 7 Habits, and 3 Rules of Engagement [PDF]
• Monthly Class Log [PDF]
• Red Flag Tracker [PDF]
• Six ABC’s of World Class Instructors [PDF]

• Daily E-mail Formula [PDF]

MANAGERS MONTHLY PLANNER:  [Indesign Files]  [PDF Sample]

Individual pages of MANAGERS MONTHLY PLANNER:

• Best Practices of a World Class Manager [PDF]
• Birthday Party Checklist [PDF]
• Cash Control Policies [PDF]
• Delinquent Account Tracker [PDF]
• Double Black Stripe Orientation Guidelines [PDF]
• Future Marketing Plan [PDF]
• Managers Weekly Checklist [PDF]
• Managers Marketing Plan [PDF]
• Managers Monthly Forecast [PDF]
• Managers Monthly Testing Checklist [PDF]
• Monthly Installment Tracker [PDF]
• Monthly Lead Tracker [PDF]
• Monthly Renewal Tracker [PDF]
• Monthly Upgrade Tracker [PDF]
• Staff Review and Feedback [PDF]
• Testing and Event Reconciliation [PDF]
• World Class Kids Graduation Checklist [PDF]
• Weekly Staff Schedule [PDF]
• Yellow and Blue Belt Orientation Guidelines [PDF]

Individual pages of MASTERS MONTHLY PLANNER:

• ATC Tracking and Inactivations [PDF]
• Best Practices of a World Class Master [PDF]
• Booster Classes [PDF]
• Double Black Stripe Orientation Guidelines [PDF]
• Masters Key Statistics [PDF]
• Masters Weekly Checklist [PDF]
• Red Flag Tracker [PDF]
• White Belt Orientation Guidelines [PDF]
• World Class Instruction Points and Class Outlines [PDF]
• Yellow Belt and Blue Belt Orientation Guidelines [PDF]

• Back to School Success Workshop with Master TJ Eskew  [Video]  [PDF Sample]

• Confidence Poster  [Photoshop PSD]  [PDF Sample]
• Cooperation Poster  [Photoshop PSD]  [PDF Sample]
• Enthusiasm Poster  [Photoshop PSD]  [PDF Sample]
• Focus Poster  [Photoshop PSD]  [PDF Sample]
• Goalsetting Poster  [Photoshop PSD]  [PDF Sample]
• Leadership Poster  [Photoshop PSD]  [PDF Sample]
• Perseverance Poster  [Photoshop PSD]  [PDF Sample]
• Respect Poster  [Photoshop PSD]  [PDF Sample]
• Responsibility Poster  [Photoshop PSD]  [PDF Sample]
• Self Control Poster  [Photoshop PSD]  [PDF Sample]

Individual Pages of STAFF DEVELOPMENT TRACKER:

• Class & Meeting Attendance Tracker [PDF]
• Curriculum Check Feedback Tracker [PDF]
• Masters and Managers Roles and Responsibilities [PDF]
• Mission Statement, 7 Habits, 3 Rules of Engagement [PDF]
• Position Agreements [PDF]
• Six ABC’s of World Class Instructors [PDF]
• Staff Class and Meeting Attendance Tracker [PDF]
• Staff Evaluations [PDF]
• Staff Monthly Curriculum Tracker [PDF]

Individual Pages of TESTING TRACKER:

• Black Belt Candidate Tracker [PDF]
• Monthly Testing Notes, Report Card, Award Winners [PDF]
• Testing Conductor Guidelines [PDF]
• Testing Order by Rank [PDF]

• App Development:  Foxspin
• Audio Books:  Audible
• Business Cards and Postcard Printing:  GotPrint
• Crocs Charms Betsy Promo
• Custom Promotional Products: Imprint
• Insurance:  Karate Insurance
• Event Listings:  Eventbrite
• Martial Arts Supplies:  Dynamics
• Martial Arts Supplies:  Mooto
• Movie Theater Booths:
  • National Cinemedia
  • Pecan Pie Productions

• Photo Day:  ATL Photo Action
• Promotional Items: Discount Mugs
• Student Software:  Mastermind
• Wristbands 24 Hour Wristbands