Customer Success Spotlight
Swim School Floats Above Others with Powerful Phone System
Trusted swimming school franchise, Aqua-Tots, focuses on teaching children critical skills to be safe around water thanks to reliable communication system.
Professional
Plan
1991
Founded
Founded in Arizona in 1991, Aqua-Tots Swim Schools has built a reputation as a knowledgeable swim instruction company that fosters a safe and fun environment for children and parents. Aqua-Tots Swim Schools designed and developed an indoor facility in 2005 in Arizona to serve families in the Phoenix metropolitan area year-round. After retaining a large client base for years, Aqua-Tots created a franchise business model to expand their presence across the United States. In 2017 over 3,000,000 swim lessons were taught nationwide, representing tens of thousands of families.
Mike Priest is a Franchise President and Owner of ten Aqua-Tots locations in Arizona, Texas, Colorado, Oklahoma, and Kansas.
“I interact a lot with the corporate staff (in Arizona). I am in close proximity to hear what’s going on in the corporate world, as part of their role is to provide support to the franchise owners,” Priest said.
“I share the field perspective with them, and how their support is being perceived, which is a cooperative process.”
Aqua-Tots puts safety first in their state-of-the-art facilities nationwide by offering small class sizes with quality instructors teaching the comprehensive curriculum.
The schools have various classes for children focusing on specific techniques at each swim level.
Favorite Features: Call Recording, NextivaONE App, Nextiva Support
“You’re working with someone who is always knowledgeable, and we can make changes at any time. If something comes up, or we want to make adjustments, Nextiva has always been there to guide us in the right direction on how to get things solved.”
Mike Priest, Franchise President and Owner
Open Lines of Communications Between Multiple Locations
This open communication between corporate and franchise owners was demonstrated when Aqua-Tots’ corporate office suggested franchise owners use various communications providers, including Nextiva.
Priest looked into Nextiva, and the call recording feature caught his interest. “Being able to go back and listen to calls to get a feel for the quality of the conversation…that’s helpful,” Priest commented.
He spoke with a Nextiva representative about using a VoIP system and decided to move forward with Nextiva in 2016, gradually implementing Nextiva at all ten locations.
Once plugged in, they spoke with a Nextiva technician on the phone who walked them through programming the phones.
In most cases, Aqua-Tots had the phones set up and ready to use in 24 hours. “It may not be the same technician that I speak with, but there are a number of technicians who have a similar level of expertise,” Priest said.
“So from an owners’ perspective, it’s really nice to be efficient with everyone’s time, get it set up, and have questions answered by one person.”
The number one thing I’ve really appreciated is [Nextiva] technical support. Our Account Manager helps get our numbers established and coordinates the timing of that process, plus makes sure technical support is guiding us to assess if we have the appropriate internet speed we need to accommodate the Nextiva system.
Mike Priest
Franchise President and Owner
After their phones were functioning, training Aqua-Tots’ managers and front desk staff to use the system was simple, and if they had questions, they called Nextiva Support for assistance.
Priest said that now before they open a new location, they set up their numbers and a voice recording, and have calls forwarded to the General Manager’s phone using the NextivaONE App.
Reserve Your Phone Number
They reserve a phone number for the location and use the NextivaONE App for marketing the number and answering calls before the grand opening.
This helps ensure the system is working efficiently before they turn on their new phones about 30-45 days before the anticipated open date.
Key Features Needed To Gain Satisfied Customers
One key feature the company uses is call recording to measure phone call quality with customers during inbound and outbound calls.
As a seasonal business, they utilize this heavily in their busy time of year— March through June —to monitor increasing call volume.
“This is when parents are making decisions to enroll their children in swim lessons,” Priest explained. “It gives us the opportunity to gauge the increasing amount of customer interest in our business during that time.”
“The number one thing I’ve really appreciated is the technical support,” Priest said of his experience with Nextiva.
In the last two years, I don’t think there is a single [Nextiva] person we’ve interacted with who has not been customer focused, which is really important to us, because that’s the business we’re in as well. It’s having peace of mind that there is a reliable system in place that we don’t have to mess around with.
Mike Priest
Franchise President and Owner
“Our Account Manager helps get our numbers established and coordinates the timing of that process, plus makes sure technical support is guiding us to assess if we have the appropriate internet speed we need to accommodate the Nextiva system.”
A Technical Support Team Ready to Assist
“The technical support is excellent. Every person we have interacted with on the technical side has been very helpful. While I usually hate getting on the line with technicians and going through things, I don’t mind doing it with Nextiva,” Priest commented.
“You’re working with someone who is always knowledgeable, and we can make changes at any time. If something comes up, or we want to make adjustments, Nextiva has always been there to guide us in the right direction on how to get things solved.”
Priest said Nextiva is an easy company to work with, both in sales and support departments. “In the last two years, I don’t think there is a single person we’ve interacted with who has not been customer focused, which is really important to us, because that’s the business we’re in as well.”
Maintain High Customer Service Standards
By utilizing Nextiva, Aqua-Tots can rely on a communications system that helps them maintain their high customer service standards.
“It’s having peace of mind that there is a reliable system in place that we don’t have to mess around with,” Priest said of Nextiva.
According to Priest, if they spent time trying to fix constant issues with their communications system, it would decrease their energy put toward serving customers.
He has been happy with the Amazing Service Nextiva provides, stating, “People at Nextiva realize they’re in business because of customers. They put themselves in the customers’ position, and know that based on the quality of the experience, everything else follows in that wake. I appreciate that attention to customers—with Nextiva, it seems to be an innate characteristic.”
People at Nextiva realize they’re in business because of customers. They put themselves in the customers’ position, and know that based on the quality of the experience, everything else follows in that wake. I appreciate that attention to customers—with Nextiva, it seems to be an innate characteristic.
Mike Priest
Franchise President and Owner
3 Takeaways you can pull from this story:
- Place your energy towards serving your customers.
- Never compromise phone call quality or customer service.
- Easily make adjustments or find answers from a fully-trained support team.
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