1. GLOBAL INFLUENCE LOCAL APPLICATION Shona Pallas Paul Sadler Swimland

2. CUSTOMER ENGAGEMENT

3. Staff are customers too. The most influential ones. We need to earn their loyalty and respect also. STAFF

4. CONSTRUCTIVE STYLES Achievement Self Actualising Affiliative Humanistic/Encourag ing DEFENSIVE STYLES Power Competitive Perfectionist Oppositional Avoidance Dependence Approval Conventional IDEAL VS. ACTUAL LEADERSHIP

5. STAFF Hermann’s Brain Dominance Index

6. Value add-ons are a customer service not a pain in the …… CUSTOMER EXPERIENCE Multi sport facilities. One stop shop for children activities Make up lessons Play room Viewing room Café/Shop Waiting room Hair dryers Deck supervisors Free Wifi Free coffee Portacots in the change rooms Gift wrapping Parent fitness Ninja classes

7. PLAY AREA FOR SIBLINGS Hubbard Family Swim School - Arizona USA

8. FULL BOUTIQUE Cal Elite Sports Centre – California USA

9. Gymnastics Swimming Karate Cheer leading Dance Volleyball Basketball Soccer Yoga Fencing Junior Tech academy – Computer programming MULTI SPORTS FACILITY Kids First Sports Centre – Ohio USA

11. CAFÉ Hubbard Family Swim School – Arizona USA

12. DRY AREA VERSUS WET AREA Hubbard Family Swim School – Arizona USA

13. DRY AREA VERSUS WET AREA Emler Swim School – Texas USA

14. AQUAVENTURES CHANGE ROOMS have port-a-cots so parents can put kids down whilst they shower and dress.

15. COMMUNITY HUB

16. COLLABORATIVE MARKETING Increasing the size of the pie

17. QUESTIONS?????