34SMSA Nashville, TN 2012 Give a man a fish and you feed him for one day Teach him to fish and you feed him for a lifetime
35SMSA Nashville, TN 2012 Classic Coaching Errors Not good customer service
36SMSA Nashville, TN 2012 Rider is pushing the Start button. The engine is cranking but won’t start. “What will you do?”
37SMSA Nashville, TN 2012 Rider is having problems meeting the exercise objective. He/she can’t maintain sufficient speed. You say, “Good job”, thinking they will get it eventually.
38SMSA Nashville, TN 2012 You need to be able to give the customer directions to hell and have he/she thank you for them.
39SMSA Nashville, TN 2012 Two strikes? Three strikes?
40SMSA Nashville, TN 2012 “I was doing fine but my Instructor told me to get out.”
41SMSA Nashville, TN 2012 Is the customer always right?
42SMSA Nashville, TN 2012 “I paid good money for this class and I expect to get my license.” “I paid good money for this class and I expected to learn how to ride.”
43SMSA Nashville, TN 2012 Follow Up “Survey says!”
44SMSA Nashville, TN 2012 End of Course Customer Satisfaction Survey Customer passes – Survey is usually good Customer is not entirely successful – Survey is usually less than complimentary No Survey – What happened?
45SMSA Nashville, TN 2012 “Get rid of…” “The class was going fine until the Program observer interrupted.” “My Instructors were great. I’d trust them with my daughter.”