In the weekend I was talking to a parent who was unhappy with their swimming instructor.
My first question was, “Have you told the swim school?”
To which she replied, “Yes”.
Apparently the lessons had improved after she had spoken to the swim school but she was still concerned that perhaps the swim teacher wasn’t the right fit for her child.
More often than not we just put up with what we have been given and don’t speak up with our concerns, in order to avoid an uncomfortable situation.
I personally am a complainer, and am honest and up front about it. The way I see it is, if I don’t complain the company are not going to change or improve their service. I see it as constructive feedback.
As parents we are paying for the lessons, so I think you should feel as though you are getting value for money.
So what should you do if you find yourself in a situation, where you are unhappy with the level of service you are getting from you swim instructor and wish to give feedback. In other words, what is the best way to make a complaint?
If you were me then you would grab the bull by the horns and don’t hold back! But not everyone is comfortable with that approach. If there is a problem I will always let the service provider know, but I also ensure I give credit where credit is due. If a company gives me great service, I will let them know.
I would say the easiest thing to do initially is to talk to the instructor. You have probably already built up a relationship with them, so this should be the easiest route.
If that doesn’t work, approach the actual swim school manager. Most of the time they will be more than happy to help you out as we want to keep our customers happy.
Sometimes it might just be easier to get together with the other parents in the class that your child is in, and get one of them to go to talk to the swim school on behalf of the group.
At a swim school there is varying degrees of ability within the instructors. A good swim school will fit you with an instructor that will nurture, bond and extend your child. Although if you speak up and tell the swim school who you would prefer to be with and why then I am sure that they will try to accommodate you.
Get the right fit with your instructor.
– Male or Female? Which gender does your child bond with more easily? Sometimes children can be upset for a period of time and it is because their instructor is a male and they are female or vice versa.
– Experience – It is hard to know without asking the instructors about their experience. Ask what they would suggest if your child was not progressing at a normal rate.
– Personality – Is your child quiet? Or really full of energy? If so then they would probably be best suited with a teacher who is calm and nurturing. Or an instructor who is also full of energy and enthusiastic.
– If you want to pick your instructor then be prepared to have to come on the particular day and time when they are available.
– You may think that your child is not progressing but there maybe a reason why the instructor has kept them at that level. Speak up and ask, why are they in that class? What do they have to do to move into the next level?
Please don’t sit back and say nothing. We want to know if you are unhappy and how we can help you in the “learn to swim industry”. I feel as an instructor I am not doing my job properly if the parents are unhappy. Most of the time I get really positive feedback about lessons.
First approach your instructor then try the manager or the swim school office. We as swim schools are providing a service and want to ensure that you are happy, so if you are not comfortable speaking up try writing an email direct to the school raising your concerns. Also remember if you are happy with your swim school and instructor tell them! We are often quicker to complain than we are to complement.
If you would like swimming lessons with Turtle Swim School please contact us on email@example.com or at http://www.turtleswimschool.co.nz