In a February 2018 interview, Martha Hocutt of SwimMAC Carolina was asked why she chose Jackrabbit Class software for her organization’s class management needs — and why she’s become a loyal customer, years after her initial decision. As North Swim School Director, her perspective may help you make your own decision when it comes to meeting your class management needs — whether you represent another swim school, a music studio, a gymnastics school, or another organization.
Her Favorite Things
When it comes to the #1 facet of Jackrabbit, Martha couldn’t narrow it down! She cited three primary benefits that we think you’ll appreciate hearing about. The first is the Facebook Software User Group. When she was new to Jackrabbit, she found this resource invaluable in learning more about the potential uses of Jackrabbit from other software users. She’s now taken her mastery to the next level by weighing in on the questions of others.
In addition to the Jackrabbit Facebook Group, Martha appreciates the e-mail templates in Jackrabbit. This time-saving feature has increased her level of professionalism and efficiency without sacrificing the personal aspect of communication. Since she can easily contact a large number of families in a matter of seconds, Martha has found this facet of Jackrabbit to be a great benefit to her swim school.
Martha’s third favorite aspect of Jackrabbit is the ability to save time with the pro-rating feature. As part of the beta testing for this soon-to-be-released feature, she utilized every option within it, helping Jackrabbit develop this new service. She sees it as a “powerful addition” to the existing Jackrabbit software, with great time-saving potential when it comes to managing fees.
Her Motivation for Loyalty
Not only was Martha sold on Jackrabbit from the beginning, but she’s also committed to staying on board. The main reason for her dedication? Jackrabbit Customer Support. As she explains in the above video, Martha appreciates these key characteristics:
- Quick response (often within a few short minutes)
- Personalized service (with any support team member up-to-date on her experience and history with the software)
- Professional, helpful responses that don’t over-promise or under-deliver
- Honest communication when an issue requires added input in order to achieve resolution
- Regular reports on progress of any ongoing issues
- Patient, collaborative resolution that promotes learning for the future
Through any issue Martha has had, Jackrabbit support has enabled her to become more proficient at using the software and — as a result — better able to resolve future issues on her own. Since learning and growing are a part of her organization’s core values, Martha has found Jackrabbit support to be an integral part of her professional development. The kind of loyalty she feels toward Jackrabbit can be best summarized in Martha’s own words:
“’Who Jackrabbit is’ is the glue that inspires me to stick with Jackrabbit. Being personable, responsive, and genuine is part of Jackrabbit DNA and that is exactly who SwimMAC Carolina is. Working from common values is important to us and means that we are partners in providing the best possible experience for our families.”