MANAGEMENT SERIES
Unusual sports can be scheduled at off-peak times, as participants are committed to them
Top scheduling tips
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● Consult your customers on what they want ● Consider the entire customer journey, from entering the car park to leaving the building
● Manage people’s expectations: accept that compromise is inevitable ● Give people time to adjust to proposed change ● Don’t create a 100 per cent full schedule: allow for movement and growth ● Minimise changeover time ● Use ‘quiet times’ creatively
clever scheduling can make the most of them. Off-peak sessions for over-50s and families with pre-school children are obvious. Less obvious is understanding that more unusual sports and activities can be scheduled at off-peak times, as people who want to do these activities are committed to them. Classic examples are water polo, synchronised swimming, scuba diving and korfball.
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Essential wriggle room Don’t develop a complete schedule, especially when it’s brand new. It’s far harder to remove or change a class than it is to add one in. Twenty per cent
‘wriggle room’ on a new class schedule and 10 per cent on an existing plan works well. This allows new schedules to grow and develop, and means existing schedules can flex with the inevitable changes that occur.
Scheduling change People don’t like change – even if it improves things in the long term – and groups who have had a certain time slot can kick up a fuss. Accept some losses in terms of people not being able to alter their schedule. However, for every person who doesn’t like the new plan, two or three others will prefer it.
60 Consider a sliding scale to
compensate external teachers who may lose some clients as a result of your change. I’d suggest a 50 per cent reduction in the hire cost of your space for the fi rst month to allow for any loss of income they may suffer. In the second month – by which time they will probably have recruited more people – allow a 25 per cent reduction and then, for the third month, 10 per cent. This shows goodwill and, by month four, they should be back on-track with a full class, enabling them to pay the full rate. ●
James Bowden, contract manager at Everyone Active, has over 10 years’ experience in the leisure industry. He set up the schedules and programmes for the new Westcroft Leisure Centre and Everyone Active Acton Centre and currently oversees the Ealing contract, comprising six sites. His schedules typically involve 120 classes a week, over 50 teachers, and facilities with over 7,000 members. He swears by the Four Cs. Email:
jamesbowden@everyoneactive.com Web:
www.everyoneactive.com Facebook:
facebook.com/everyoneactive
September 2014 © Cybertrek 2014
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