Offering catch up classes for absence is a value-added service, we are the only swim school in the area that offers this service. The teachers time, pool hire costs, heating costs etc have all been paid for so effectively the lesson is lost with most other swim schools. We believe that by offering catch up classes for holidays and sickness this adds value for the customer.
When we book a catch-up class it involves amending the register for the class, emailing the customers normally twice and then further removing the child form the class the following week it’s a labour intensive for us and hence why we are making a £3.50 charge for this going forward. Booking a child into a slot also stops us potentially booking a new customer into that class as well so potentially limits our business growth but we do understand the balance between keeping existing loyal customers happy and new customers.