The situation
In 2014, the dollar doubled against the ruble. The owner paid native-speaker teachers in dollars and could not raise prices. Each school took its own calls on its own number, so a caller who couldn't get a class at one school was simply lost, and the office couldn't say how many people called or what they asked. A 10-person internet department ran the websites, and a 6-person IT team drove between schools.
What I did
I was invited after a talk on business processes. I asked for a two-week audit, interviewed almost everyone in the office and every school administrator, and brought the owner a list of problems and a plan to fix them. Then, reporting to the CEO:
- Built a 10-person call center from scratch, trained for a month on every program, location, and teacher, and moved all schools onto one main number
- Set up a custom CRM connected to the phones and the website, so we tracked every call, request, and signed contract, and could send each student to a school with space
- Built a 5-person marketing department (two marketing managers, digital marketing, events, design), moved the websites into it and dissolved the internet department
- Moved to a cloud CRM, so IT went from six people to one
- Launched social media marketing, Yandex and Google Ads, new offers, school events and conferences
- Created free English classes for everyone in Moscow's 12 biggest parks (the full story below)
- Represented the company on TV shows and at conferences, and at the Obrazovanie i Kariera (Education and Career) exhibition at Gostiny Dvor, where our pavilion was named the best and most original
The story
One day in a park, I saw a poster for free yoga and went to look at the stage where they held it. The idea came on the spot. I went to the city office responsible for Moscow's parks and offered free English classes for anyone who came. They loved it. My one condition was that our promoters could work in the parks during the classes, which is normally not allowed, and they agreed. It was summer, so there were no children in the schools, and the promoters were our own school administrators and managers, who knew every answer. A separate website took registrations for every park, collected contacts, asked people to share with friends and leave a review, and then sent them offers to join paid classes. From June to August we ran three classes a day, Wednesday to Saturday, in 12 parks from Gorky Park to Krasnaya Presnya, with at least 20 people in every class.
What changed
The phones did not stop. About 4,000 people came to the parks that first summer [Afisha]. By September every class was full, schools added classes and hired more teachers, teachers kept their dollar salaries and prices stayed competitive. The program outlived my time there: it grew to 14 parks [RIAMO], Gorky Park and Vorontsovo ran it as their own events [Gorky Park] [Vorontsovo], and it was still on park calendars in 2019 [Perovsky Park].
What I took from it
When costs double and prices cannot move, the answer is in the system: one front door for every customer, data on every call, and demand you create yourself. Build it well, and it keeps working long after you leave.