The starting point

We chose approx 10 centres to interview all of different

member sizes. Most of these centres had already
established a structure of ST roles, others were just
starting.

We interviewed ADs and CDs on their experience of running
show time with designated roles. We questioned them on the
logistics of this, the impact it had on both the customer
experience and the efficiency of show time.

The rigidity of the structure varied quite a lot. But usually looks something like this:
ST roles = having set roles for the managers between 3-8pm. Usually this means one manager
holding the appointments, one manager compering and if the other manager is in, they would
either be tutoring, RMUing or tutor mentoring. In larger centres, this 3
rd
manager may also be
a 2
nd
compere in peak times (eg 5- 6pm)
Meetings
person
3.30 IC
4.30 IC
5.30 PC
6 PC
6.30 PC
7 PC
Possible 7.30PC

Compare

This Manger
compares till
Approx 5.30.
After which go
into a
PC/EOD/AC and a
tutor will compare

3
rd
Manager

3-4 RMU
4-5 Tutor/tutor
mentor
Then they might
hold a few
meetings or they
might be on a 9-6.

Our Findings
Our Findings:
Overall, teams are positive about ST roles.
its a fair process, as although you might be holding meetings all
day on a Tuesday, you might be compering and RMUing on
Wednesday. They also spoke about the roles from a parents
perspective.
we like that our members get consistency at the gate so that we can
follow on chats that we started at drop-off when they come back to
pick-up.
They also felt that tutors like knowing who the compere is so they
can come to us with issues/questions rather than always switching
about.
Issues that arose: smaller centres struggling to keep to it. Having
time to prep appointments also came up as a barrier.
Weekends: tutors compere all day (when a centre is fully booked
with trials). So, its even more important for managers to compere
throughout the week.
The majority of Ads there were doing on the hour, every hour trials.

Our suggestions...
Appointment no-shows. Using this time for
performance driving to hit bonuses, not necessarily
replacing a sales activity with a different sales activity and
vice versa.
The Floater role: again teams struggled with this role to
make it effective, the teams that had very clear guidelines
for the role seemed to make it work very well.
We had some defensive small centres not wanting to
change to the fixed roles but we found really selling the
benefits of a consistent service really help them see the
value of it.
Discipline and preparation must be in place for a
strong ST. Make sure the teams stick to their plan and that
they spend time preparing for ST every day.
Holding enough PCs = open sessions, double booking in
the morning or booking into the additional content
Areas to discuss
Single book- When do centres double book?
Who Runs Additional content? Tutors or ADs and
what impact does that have on PC?
Weekend Plan How fully booked should ADs be on
the weekend? Who should decide this?
Tutor Timings should we have stronger advice on
this?
9-6 days are teams taking them too much? How is
this impacting show time?
How long should it take to prep a PC/IC? It seems to
take longer in smaller centres than it does in larger
ones..