The focal point of this podcast episode is the transformative journey undertaken by Mike Skitzki, the Chief Operating Officer of Goldfish Swim School, in enhancing the organization's operational efficiency and customer engagement. We delve into the strategies that have led to remarkable improvements in key performance metrics, including net promoter scores and customer lifetime value. Mike elucidates the critical shift towards a decentralized technology approach, which has empowered franchisees and improved overall service quality. Throughout our discussion, we explore the integration of data-driven decision-making and the implementation of innovative practices that foster a culture of fun and safety within the swim schools. This episode serves as an insightful exploration of the intersection between operational excellence and customer experience in the franchising landscape.

The discourse presented in this podcast episode unveils a comprehensive exploration of the transformative journey undertaken by Mike Skitzki, the Chief Operating Officer at Goldfish Swim School. Over the course of the last several years, Skitzki has been instrumental in revamping critical organizational metrics such as net promoter scores, customer lifetime value, and operational efficiency. The conversation delves into the multifaceted challenges posed by the COVID-19 pandemic, particularly the need for innovative strategies to reinvigorate the company’s mission of delivering exceptional swim instruction in a safe environment. Skitzki candidly shares insights on the necessity of fostering a culture of fun and engagement within the schools, which has proven essential in enhancing employee satisfaction and customer retention. The introduction of decentralized technology solutions further exemplifies the organization's commitment to improving operational processes and fostering a seamless customer experience. As a result, Goldfish Swim School has not only expanded its footprint across North America but has also significantly elevated its overall performance metrics, marking a notable recovery and growth trajectory in the post-pandemic landscape.

Takeaways:

• The transformation at Goldfish Swim School has significantly improved several key metrics, including net promoter scores, customer lifetime value, and employee retention rates.
• Emphasizing a culture of fun and safety has been pivotal in enhancing customer experiences and operational efficiency within Goldfish Swim School.
• Leveraging data-driven decision-making through automated dashboards has allowed franchisees to track performance and implement best practices effectively.
• The integration of AI into operations has accelerated decision-making and improved customer engagement for Goldfish Swim School.
• Establishing a structured feedback mechanism through a Brand Advisory Council has fostered better communication and alignment between franchisees and corporate leadership.
• Continuous training and development of staff, facilitated by technology, have significantly enhanced service quality and customer satisfaction at Goldfish Swim School.

Links referenced in this episode:

• goldfishfranchise.com
• unreasonablehospitality.com

Companies mentioned in this episode:

• Goldfish
• Goldfish Swim School
• Chris McQuiston
• Jenny McQuiston
• Will Grad
• Fincor
• Harmonize