Online Make-up Procedure

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Feature Summary:

Using this feature allows customers to cancel their regular lesson services online and be auto-issued make-ups if it is within a defined policy. It will also allow you to limit how far out they can cancel and still be issued a make-up (Company policy is 30 days!). Our goal is to put you in control of your instructors' availability, as well as how and when a customer can be issued a make-up so they can schedule it online on their own.

In this article, we will talk through the full setup of this feature.  This article also contains some operational considerations, including roll-out and reporting best practices. Please be sure to read through each section carefully, and if you have any questions at any step, you can email helpdesk@schoolofrock.com

 

***PLEASE COPY/DOWNLOAD THIS CHECKLIST!***

THESE STEPS ARE REQUIRED AND ARE CRUCIAL TO ENSURING YOUR MAKE-UP FUNCTIONALITY OPERATES PROPERLY!

 

Online Make-up Booking Setup Steps

Step 1:  Create 30/45 Minute Make-up Passes

Step 2:  Create Make-up Service Category

Step 3:  Create Make-up Services (All Instruments - 30/45)

Step 4: Adjusted Make-up Service Settings

Step 5: Reviewed Updated Cancellation Policy Video

Step 6: Requested Automatic Make-ups to be Enabled

Step 7: Confirmed Automatic Make-ups are Enabled

Step 8: Added new "Make-up Reason" for Make-up Cancellations

Step 9: Modify Cancellation Settings for Primary Lessons (Enables Automatic Make-ups)

Step 10: Made a Copy of Customer Facing Directions

Step 11: Removed Primary Lesson Services from Make-up Passes

Step 12: Created Pike13 Landing Page for Online Make-ups

Step 13: Reviewed Customer Online Cancellation & Booking Workflow Video

Step 14: Adjusted Pike13 Staff Notifications

Step 15: Reviewed Staff Workflow & Favorited Reports

Step 16: Reviewed Best Practices for Driving Adoption

Step 17: Things You MUST Know 

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STEP 1:  Create 30/45 Minute Make-up Passes

The make-up services offered will be in 30 or 45 min increments, so you will need a generic pass setup for each in Pike13. 

Start by going to Settings > Passes. You will need to create two new prepaid passes with the following info:

1.

  • Name: Make-up Lesson - 45 Minutes (pass)
  • Are clients required to accept the terms and conditions? No 
  • Price: $0
  • Visits: 1
  • Unused visits expire after: 3 Months (this can be adjusted to your preference)
  • Revenue Category: Lessons  
  • Who can buy this on your Pike13 website? No one (only staff members can sell it)
  • Are clients who buy this considered members? No

2.

  • Name: Make-up Lesson - 30 Minutes (pass)
  • Are clients required to accept the terms and conditions? No 
  • Price: $0
  • Visits: 1
  • Unused visits expire after: 3 months (this can be adjusted to your preference)
  • Revenue Category: Lessons  
  • Who can buy this on your Pike13 website? No one (only staff members can sell it)
  • Are clients who buy this considered members? No

Once the pass is created, it will have you pick the applicable services. For now, please go ahead and only select the core lesson services that fit the appropriate time internal. For example, the Make-up Lesson - 45 Minutes (pass) would only have the 45 Minute Guitar, Keyboard, Vocals, Drums, and Bass services selected. IMPORTANT: We will come back to these pass settings once the rest of the service setup is complete. 

 

 

STEP 2:  Create Make-up Service Category

Before we create the dedicated make-up services you will need to make sure they are all categorized under a new make-up lesson service category.

To create this Select Settings > Services, then "Manage Categories" on the right-hand side. 

From this screen select "+New" and enter the following info:

  • Name: Make-up Lessons

Leave "Category summary" and "Full category description" blank for now, you will be revisiting this when setting up the customer website page here.   

If you do not already have the make-up services added you can leave the "Services in this category" blank and it will be completed in the next section, otherwise please select all applicable Make-up services in each time interval (30 and 45 Minute) for each instrument. If you are offering the standard Guitar, Bass, Keyboard, Vocal, and Drum lessons you should have a total of 10 services selected. 

 

 

STEP 3:  Create Make-up Services (All Instruments - 30/45)

Now that the passes and the make-up service category has been created, we will need to make sure all the make-up specific services are setup in Pike13 with the 30 and/or 45 minute time intervals, as well as the specific instruments. This is what will provide a better experience for your customers when they go to book online so they know what they are scheduling. 

In Pike13 go to Settings > Services, select "+New Service", then "+New Appointment Service". Here is the naming convention we recommend for the 30 and 45-minute services:

  • MAKE UP Guitar Lessons - 45 Minutes
  • MAKE UP Bass Lessons - 45 Minutes
  • MAKE UP Keyboard Lessons - 45 Minutes
  • MAKE UP Vocal Lessons - 45 Minutes
  • MAKE UP Drum Lessons - 45 Minutes
  • MAKE UP Guitar Lessons - 30 Minutes
  • MAKE UP Bass Lessons - 30 Minutes
  • MAKE UP Keyboard Lessons - 30 Minutes
  • MAKE UP Vocal Lessons - 30 Minutes
  • MAKE UP Drum Lessons - 30 Minutes 

and the following settings should be used:

  • Name: *Look at names above for reference*
  • Default appointment length: 45 OR 30, depending on the service being used above. 
  • Start appointments on intervals (in minutes) of: 15  - Note: the higher the interval is, the less options that will be available on the schedule for customers based on the staff member's availability. 
  • Add extra time before appointment: 0 - Note: the higher this number is, the less options that will be available on the schedule for customers.
  • Add extra time after appointment: 0 - Note: the higher this number is, the less options that will be available on the schedule for customers.
  • Single-visit price: $0
  • Revenue Category: Lessons
  • Who can buy a single visit? No one (only staff members can sell it)
  • Passes: Select the applicable "Make-up Lesson - 45 Minute Lessons" or "Make-up Lesson - 30 Minutes Lessons"  pass
  • Service Category: Make-up Lessons

 

STEP 4: Adjusted Make-up Service Settings

Now that all of your make-up specific services are created you will need to adjust the settings within each service to ensure it allows your customers to book online properly. Once you go the make-up service here are the tabs to audit/adjust:

- Staff Availability: 

Add or adjust staff availability for applicable staff for each service. When the staff member's name is selected, it will take you to their profile to make the adjustments. This step is VERY important, as it decides what availability is shown to your customers when they book online. 

- Registration:

  • Online Registration: Client and Members should be selected 
  • Deadline for registration online: Restrict when enrollment starts? No
    Restrict when enrollment ends? Yes -- 1 Day
  • Enrollment requirements: Require an applicable plan or pass to book - Note: This proper make-up pass will be issued when the customer cancels within policy, so no purchase will be necessary. 
  • Special Instructions: *This text can be adjusted to send customers any additional info along with the cancellation policy when they book this service, as well as in the default reminder email they receive 24 hours in advance*

- Cancellation:

  • Deadline for free Cancellation: 24 hours - Note: This is the default setting, so any adjustments will determine how soon in advance a customer can cancel their scheduled make-up and still keep their pass until it expires based on the original issue date. 
  • Cancellation fee
    • Allow a fee to be charged? No
    • Allow a visit to be deducted? Yes - Note: This will ensure the pass is removed from their account if they cancel outside of policy. 
  • Cancellation policy: *This text will be visible to the customer if they cancel their make-up online, and will also be displayed in the reminder email they receive 24 hours before*. Here is an option that can be added (this verbiage should be adjusted based on your school's current policies): 

If your make-up lesson is cancelled less than 24 hours in advance your pass will be deducted from your account and no longer be available to be used. If you cancel over 24 hours in advance your pass will be re-issued so you can re-schedule online. Your pass will still expire 3 months based on the original issue date. Please contact the school by calling us at XXX or emailing *schoolname*@schoolofrock.com

- Website Settings:

Who can see this service on your Pike13 website? Only "Clients" and "Members" should be selected. "Visitors (without an account)" should be unchecked. 

- Pay Rates:

If the pay rates feature of Pike13 is something you currently utilize, then this is where you can make any necessary adjustments for staff. If you only wish to track hours worked, please refer to this help desk article for the proper workflow.  

CRITICAL STEP:  The next section requires approval to be enabled.  Please review carefully before continuing.

 

 

STEP 5:  REVIEWED UPDATED CANCELLATION POLICY VIDEO

With the make-up passes, services, and category in place, you are now ready to modify your cancellation policy for your primary lesson services. In this section, we will review the features we added within Pike13 for School of Rock and how it differs from the traditional cancellation policy in place.

Before you begin making these changes, it is important to understand how we adjusted the Pike13 settings to allow the online make-up booking possible. These updates are explained in this short video:

 

Once you are ready to turn this feature on please fill out this form, which will submit a help desk ticket and allow us to request this feature to be turned on by Pike13:

 

 

STEP 6:  Requested Automatic Make-ups to be Enabled

CLICK HERE to open a HelpDesk ticket to request this functionality to be enabled

 

 

STEP 7:  Confirmed Automatic Make-ups are Enabled

Once IT and Pike13 have processed your request to turn on this functionality, IT will respond to your ticket to confirm that Pike13 enabled this feature successfully.  You cannot move on to the next steps in this procedure without this confirmation!

 

 

STEP 8:  Added new "Make-up Reason" for Make-up Cancellations

In Pike13 go to Settings > Advanced Settings. On the right-hand side, select "Make-up Reasons" under the Client Management header.  

Select "+Add" , then create a new reason called "Cancelled within Policy" 

 

STEP 9:  Modify Cancellation Settings for Primary Lessons (Enables Automatic Make-ups)

Now that this feature is enabled, please review the following steps to correctly modify your settings for your primary lesson services. 

 

Go to Settings > Services, then select one of your primary lesson services for either 30 or 45-minute lessons. 

Under the "Cancellation" tab:

  • Deadline for free cancellation: 720 hours (30 days) - Note: As explained above this setting will now determine how far in advance someone can cancel and still be issued a make-up pass. 
  • Cancellation fee:
    • Allow a fee to be charged? No
    • Allow a visit to be deducted? Yes
  • Cancellation Policy: *This text will be visible to the customer if they cancel their lesson online, and will also be displayed in the reminder email they receive 24 hours before the lesson*.
      • Read below into STEP 10 to download a customer-facing template that you can make a copy of.  You can customize your school's info and policies so your customers have tangible instructions available to them for how this process works.
  • Make-up Policy:
    • Allow staff members to issue make-ups?Yes
    • Allow clients to issue themselves make-ups? Yes
    • How many hours beforehand should make-ups stop being automatically issued? 24 - Note: As explained above this setting will determine how soon before a lesson starts that a make-up pass will still be issued to the customer. This should be where you enter your current cancellation policy.
    • What will be the make-up reason? Canceled within Policy (If you do not see this option please refer to this section)
    • What single-visit prepaid pass will be issued? *Please select either the 30 or 45-minute pass based on the service you are currently editing. For example: Guitar Lesson - 45 Minutes would need to have the "Make-up Lesson - 45 Minutes (pass)" selected*
    • How long after it is issued will it expire? 3 months - Note: This is a general recommendation, please adjust based on your policy.

 

Once all of your primary lessons for both 30 and/or 45 Minute lessons have been adjusted using the instructions above you are ready to move on to the next step. 

 

 

STEP 10:  Made a Copy of Customer Facing Directions

CLICK HERE - CUSTOMER FACING INSTRUCTIONS - TEMPLATE 

(Use bitly.com to create shortened URL before adding to Pike13)

EXAMPLE CANCELLATION POLICY: 

Lessons canceled 24 hours or more in advance of the scheduled lesson time are eligible for a make-up lesson. A make-up lesson pass will be automatically issued to your account immediately upon cancellation, please schedule through your Pike 13 dashboard at your own convenience. Reminder, make-up lesson passes expire 3 months after the date of cancellation. In the event you cancel more than 30 days in advance please contact the school directly.

For more info on this process, as well as step-by-step instructions, please review the following template:

***LINK TO TEMPLATE**

 

 

STEP 11:  Removed Primary Lesson Services from Make-up Passes

This is a necessary step to ensure only the make-up services are covered by the make-up pass, and nothing else. 

  • Go to Settings > Passes then select each 30 and/or 45-minute make-up pass you previously created.
  • Under "Applicable Services" adjust the covered services to only the make-up 45 and/or 30-minute lessons. 

 

STEP 12:  Created Pike13 Landing Page for Online Make-ups

With all of your settings configured above, you are now ready to create the landing page for your customers in Pike13 so they can book their make-ups online. 

Before we create the landing page, we will need to go back to the Service Category section to add content. 

In Pike13, go to Settings > Services, then on the right-hand side, select "Manage Categories" 

  • Select the "Make-up Lessons" service category:
    • In the "Full category description" section, we can add text and images to make the landing page a little more branded. Here are some examples of items that can be used:
    • All of the make-up services should already be added to this service category, so once confirmed, select "Save"

Select Settings > Pike13 Website, then select the "Navigation" tab. From this page select "+ Create New Page":

  • Page Name: Schedule a Make-up Lesson
  • Link to: A specific service category
    • Select "Make-up Lessons"
  • Select "Save"

Now that this has been setup your customers will now see a dedicated landing page for booking a make-up lesson. 

 

STEP 13:  Reviewed Customer Online Cancellation & Booking WorkflowVideo

Please review the video below to see what customers experience when booking online:

 

The customer will log in to their Pike13 profile and will be able to see their upcoming schedule, bills, and any passes they have active on their account.

The customer needs to obtain a Make-up pass on their profile prior to scheduling said Make-up Lesson.  They will first need to select the lesson/s on their schedule that they will not be attending.  After make-ups are issued for the lesson/s cancelled within policy, THEN the client can click "Schedule a Make-up" to finish the process.

  • If the customer tries to cancel a lesson less than 24 hours in advance, the button will read “Late Cancel”.  A make-up pass will NOT be issued to their profile and the lesson will show up as “CANCELED”.
  • If the customer tries to cancel a lesson more than 24 hours in advance, the button will read “Cancel Visit”.  A make-up pass WILL be issued to their profile.  Based on the date that they canceled, the pass will expire x time out based on the settings configured prior (3 months default).
  • If the make-up visit is canceled within policy (24+ hours in advance), the pass will be re-instated to their account to be used again at a future time.  
  • If the customer tries to schedule a make-up without canceling a lesson prior within policy, they will be prompted to contact the school to purchase the pass.  

 

STEP 14:  Adjusted Pike13 Staff Notifications

If a customer sets up their Pike13 account, they can log in and cancel upcoming lessons. While there is no way to disable this feature, you can have Pike13 notify you when this happens. Note that by default, only the staff member assigned to the lesson will be notified.  You can get notified when a client cancels their own lesson by following the steps below.

  • In Pike13, click on the notification icon in the top right corner (it looks like a bell)
  • On the right side, click on Settings.
  • Under "Scheduling," click Edit next to "A client booked or canceled an appointment with another staff member"
  • Select how you'd like to be notified, then click Save

You will now be notified any time a client cancels their own lesson.

To take full advantage of the notifications you can enable, as well as configure text message notifications, please review this presentation on client and staff notifications in Pike13. 

 

STEP 15:  Reviewed Staff Workflow & Favorited Reports

Now that customers can cancel and book their make-ups online, any time your staff previously spent calling customers over the phone and manually executing this process should be spent maintaining accurate staff availability settings and keeping up to date with notifications and reports. Here are some examples of what to do for customers who cancel inside and out of policy:

- Online Cancellations - No Make-up Issued

When a customer cancels their lesson online outside of your cancellation policy, typically less than 24 hours, they won't have a make-up pass issued. Instead their visit will be automatically deducted from their plan, and the lesson will be greyed out on the calendar. If you have your notifications turned on for client cancellations, you will be notified.  If necessary, you can go to the calendar event to make changes. Otherwise no further action is needed.

- Online Cancellations - Make-up Issued

Whenever a customer cancels their lesson online within policy, their original lesson will be marked as canceled and a make-up pass will be issued.  However, their calendar event WILL NOT be greyed out on the schedule. If your notifications are enabled for client cancellations, you will be notified based on your preferences, but you should also favorite this report:

  • From Reporting & Analytics in your Pike13 account, select "Clients & Staff" on the right-hand side, then the "Enrollments" header. 
  • Select "Details" then "Filters, and set the following filters:

Screen_Shot_2020-01-06_at_1.10.57_AM.png

  • This will show you all visits scheduled for the current month with a make-up issued from it. This means it was canceled outside of 24 hours (or whatever your policy is)
  • Any results that display in this report need to have the lesson canceled and removed from the calendar:

Screen_Shot_2020-01-06_at_1.12.53_AM.png

- Online Cancellations - Outside Your Advance Policy (Ex. 30 days)

Whenever a customer cancels their lesson more than a set number of days in advance (based on your policy set here) you will want to be able to audit/track these visits so you can reach out to them.  Please keep in mind if you followed STEP 14, you will be notified.  However, please also be aware that Pike13 cannot track cancellations via reporting that occur outside of the given cancellation policy (more than 30 days).  These will need to be manually tracked by management.  If the client cancels beyond the 30 day policy window, the visit will be returned to the pass/plan and the instance in the roster will be removed.  Management will still need to reach out to the client to issue the make-up manually.

- Auditing Passes - Understanding Single Visit Passes vs. Prepaid Passes

  • Single Visit: These passes are automatically available for any service in your Pike13 account, and have a default expiration of 1 year that cannot be changed.
  • Prepaid: These are passes you create within Pike13 and can determine the expiration date. 

Earlier in this article we had you create unique make-up passes for each time interval you offer lessons for (30 or 45 minutes), and set your expiration policy. This will ensure any passes that staff manually sells has the correct policy.  After this was setup, you also setup a default expiration for make-ups that are automatically issued.

Why is this important?

If you previously had make-up services setup, there is a chance that the wrong single visit pass was sold. This pass will not expire for a year once it was issued, and they won't be able to book a make-up lesson online until they have the proper pass. 

Here is how to audit which passes need to be canceled and resold:

  • In Pike13, go to reporting then select "Clients & Staff" on the right-hand side. 
  • Select the header for "Client Passes & Plans", then "Details" > "Filters"
  • Add the following filters:

Screen_Shot_2020-01-24_at_12.58.44_PM.png

 

Once the report produces results you can click on the link for the make-up single visit, then select "Cancel"

 

Screen_Shot_2020-01-24_at_2.35.51_PM.png

Screen_Shot_2020-01-24_at_2.32.08_PM.png

After this is canceled, you can return to the clients profile and sell them the correct generic make-up pass that was setup earlier in this guide. 

 

 

STEP 16:  Reviewed Best Practices for Driving Adoption

- Talk About it Early and Often

As you work to introduce this feature into your school, it is important to empower your customers and answer any concerns they have. Talk about the change as soon as you decide to introduce it and continue to bring it up until you feel like it is being well received. For new customers it should be the new normal, since they don't know any different and it is a great perk to make rescheduling a breeze. 

- Get Your Customers Logged into Their Pike13 Accounts

Luckily, through the introduction of the method app the majority of your enrolled customers should already have their Pike13 accounts setup, claimed, and waivers signed. If you use the existing resources for the method app roll out found on backstage, it will provide you the necessary information to help get your parents/students setup in Pike13. 

- Communicate to Your Staff Right Away

It is imperative that you communicate this feature and changes to your staff. This roll-out is very similar to the online trial booking procedure we introduced, so for more on how to communicate to your staff please review this systemwide operations call.

- Make Sure Your Customers Have the Resources They Need

Additionally, by taking advantage of the customer-facing instructions/template you can ensure they have the information they need to walk them through the cancellation and booking steps. It may even be necessary to print out the instructions and have a laminated copy in your lobby. 

 

STEP 17:  Things You MUST Know

1.  This procedure requires manual steps to be done by both you and by Pike13 support.  Please ensure you've followed steps 1-16 carefully and have specifically contacted HelpDesk for this functionality to be enabled (via steps 6 & 7). 

2.  If a lesson is canceled online by a client after this functionality has been enabled, the lesson's visit will still need to be deducted manually by SOR staff.  The make-up pass will be issued and the lesson will simply be greyed out in the calendar and will say "canceled".  Deducting the visit from the client's plan will still need to be done manually after the lesson is canceled.

3.  Automatic make-up passes are not issued when canceled by the staff side.  They are only issued from the client side.  

4.  Make-up passes are not issued if the original visit is unpaid.

5.  If the original date of the visit is changed, it will break the automatic make-up functionality, and the pass will have to be issued manually.

6.  You will need to manually keep track of lessons that are canceled outside (beyond 30 days) the policy within the Service's settings.  There is no Pike13 report that supports this data as it technically does not exist due to it being outside of the established window.

 

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If you have any other questions regarding the roll-out of this feature, especially the way it works in Pike13, please don't hesitate to reach out to helpdesk@schoolofrock.com. 

 

 

 

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