Should I call, text or email a customer?
Written by Daphne Lim - Updated
While communicating with a student or parent early on in the student journey, they might be difficult to communicate with. And yes, surprisingly this doesn't just apply to students, but parents as well. Because of this, we always prioritise calling over texting/emailing. The mantra you should repeat every night before bed is: CALL first, then text if you get no response.
What if the Student/Parent does not Respond to your Initial Call and Message?
We think 48 hours is a decent enough time to wait for a callback. If the customer has not replied in 48 hours, you should:
- Call them again
- Send them a text message if they do not pick up
- If you don't receive any responses 24 hours after this, send one final message:
" Hi <customer_name>, unfortunately I haven't heard back from you in a while, so I'm going to open up my tutoring spot to other students. Please let me know asap if you do want to schedule a lesson because otherwise I won't be able to take you on after I fill this spot!>"
Odds are this student or parent has lost interest, and continually trying to organise sessions with them will be a waste of energy, so please deactivate their profile on your KIS App
What do I say when Making First Contact?
Here are some helpful articles:
What if I Cannot take on the Student?
If you received a request that you are unable to accept, follow the steps on this article: What if I can't take on a New Student Request?
Do note that a student being "too far away" does NOT mean you can immediately choose not to take them on. Refer to this article: What to do if you get a request from someone Very Far Away
If you have more questions, feel free to shoot a message to #help channel on Slack, or send an email to contact@kisacademics.com
Relevant Articles: