Being part of the team.
As a team member you ARE Bump and Baby Club, so please do embody this and let us know if there’s anything else we can do to help you feel a part of the company. Please reflect this in the class by referring to us as the people in the ‘back-office’ rather than ‘Bump and Baby Club’ so we don’t sound like separate entities. To help get you up and running, we require all new starters to watch the full course in-person at least once. Do get in touch if you sense a client might be unhappy - we can’t please everyone all of the time! The best thing we can do is try and spot it early, it can often be really helpful to either have a private chat with that person or we can send a very generic ‘checking in’ email to the whole group. Please don’t hesitate to get in touch with us in the back-office about absolutely anything at all - big or small. We are keen to troubleshoot, solve venue issues and chat through tricky situations with clients. For urgent issues on the day – (such as running late or issues with the venue) it is best to call Alex or Gregg directly or the Bump and Baby Club number 0207 419 8538 Clients receive your name and email address when they sign up to the course (if you’ve given us permission to share it). They are encouraged to contact you if there is something particular about their situation that they’d like to share with you in advance of the course. There is no obligation for you to respond to client emails - please feel free to forward all communication onto us so we can respond for you (we will explain that you are busy!). The important thing is that a member of our team replies to them promptly, so please forward emails on straight away if you aren’t responding yourself. If a client is contacting you about some logistical or operational issue , we prefer to respond to the email ourselves, so please do forward all of those on straight away. You are welcome to let your groups know about any independent service you provide and share a flyer advertising it, but we kindly ask there is no further product placement beyond a flyer. We don’t allow other companies or individuals to advertise their products or services to our groups. If you are approached by a company or individual, please don’t accept their offer. Here is our data protection policy which we kindly ask all instructors to read and sign.
12
Made with FlippingBook interactive PDF creator