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01
The first hour – Remember, all pupils learn at different speeds
Unless the customer is new to driving this should be your assessment time. You should question the pupil on their experience to date and then set about assessing their ability in comparison to where they think they are at.
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02
Make a plan – working within a condensed timeframe needs a plan
During the assessment you should have made notes as to the areas of skill that need attention. Then prioritise as you see fit.
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03
Mix it up – remember, the learner can get bored and tired if going over the same thing
An intensive course can be a long day. Divide the time between skills you and the pupil want to improve and work together on achieving the targets.
Top-tip – Work SMART! Small, manageable, achievable, realistic targets. Your learner will respond much better in short bursts of time if you can show them, they are achieving improvements. -
04
Keep the schedule – nobody wants their plans changed by someone else and it’s not fair
You have a reduced number of days to complete the intensive course. It is NEVER a good idea to cancel prescheduled lessons as you will not have time to complete the full program of hours. This will lead to the customer being dissatisfied and requesting a refund. Remember, you’re not just representing yourself, you’re representing, My Intensive Course too.
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05
Keep it intensive – there is a reason the customer book intensive, so go intensive
If the customer wanted weekly lessons, they would have booked them. We offer intensive and semi-intensive learning. So, unless the customer has asked to spread the hours out with you, keep it intensive so the customer remains focused on progressing to a safe test standard in the time provided.
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06
Use the progress and timecard – feedback to the customer is key
The progress card is a full syllabus on a score sheet. You must use this with the pupil so they can se the progress they make and the improvements they need. The timecard is equally important. If you do not sign the card with the pupil to confirm what hours are complete, we may not be able to support you if the pupil suggests they have not had the number of hours they paid for.
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07
Going for test – its not set in stone, safety first
It is not a fore gone conclusion the pupil will be ready for the driving test. This does not mean they should not go and experience the test, providing they are not a danger to the public. All examiners are trained to ensure they pass those who are ready. If they are not, the examiner is happy to debrief and highlight the areas of improvement. If, however, a pupil is some way off a safe, independent standard of driving then you can politely and professionally refuse the use of your vehicle for the test. We will support this decision; however, you must use the final 2 hours as a lesson unless the pupil wants to save the time and book in more hours to prepare. Remember, we must move a driving test within 3 working days. So please try and give us as much notice as possible to save the test fee being lost.
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08
Fast track – the new normal
As you know, covid ruined the service industry and driving lessons, courses and tests were hard hit. Therefore, to work around the backlog and jump the queues with our customers we use a process to ensure they get a test date sooner than they would by going alone.
• Step 1, we book a placement test, this can be in any test centre. We just need the booking reference number.
• Step 2, we ask the course instructor to prepare the course schedule and tell us the preferred test date and test centres.
• Step 3, we set our systems to search for a test slot at the test centres you nominated.
• Step 4, carry on the course as our systems are more likely to find that test slot closer to the deadline when other learners cancel them. There are 5000 cancellations a day, so it’s likely to happen.
• Step 5, our system will auto book the test and our allocations team will notify you right away. If the test is within the “to late to cancel” period, we will call you before accepting.
• Step 6* If you can’t do that date, tell us and we’ll search again.
• Step 7* If we don’t secure a date before your preferred test date, keep a minimum of 2 hours back of the course hours to cover the date when it comes through. -
09
Communication is key – keeping quiet can lead to a refund or the course reallocated
Staying in touch with the pupils we allocatee you is essential! We cannot shout this loud enough. It is the single biggest cause of complaints and refunds. Put yourself in the shoes of the customer. They have paid up to £2000 for an intensive course and if they receive “radio silence”, this is a huge cause for concern. If you do not contact the customer within 48 hours of claiming the course, we will look to reallocate the customer. If, you have been trying to get in touch, provide the screenshots so we can back you up. Remember, if the customer cancels, you may be charged for the lost revenue if it is you who triggered the complaint and refund request. Furthermore, you simply don’t want to get off on the wrong foot with a new customer.
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