MAKEUP TOKENS (MUT)

Refund/Credit/MU

MU Enrollment

OVERVIEW

The Makeup Policy can be found on our FAQs page. See The Hubbard Way below for the various emails families receive regarding Makeups and MUTs.

Excusing Past Absences & Issuing Makeup Tokens

We ask that absences be reported in advance whenever possible. However, we understand that unforeseen circumstances may occasionally require us to excuse a past absence.

Note:

Comments can be viewed through the Customer Portal.
Be brief, factual, and professional.
Add “See Notes” when additional details in the Family Notes section are necessary for staff guidance.

Student Attendance → Absence →

Locate unexcused lesson → Edit → ✔️Excused ✔️Create Token & Comment

Delete/Edit Existing Makeup Token

Makeup tokens are often deleted when they are transferred to another location, issued in error, or no longer valid.

Additionally, makeup tokens may be edited for various reasons, such as extending the expiration date by an additional week to ensure they can be used before expiring.

See The Hubbard Way below for some scenarios to help your decision-making.

Note: This ability is permission-based and available only to Sites, GMs, and Support.

Student Attendance → Makeup Tokens →

Locate Token → Edit or Delete

Create Makeup Token

Occasionally, HFSS issues a Customer Service Makeup Token for reasons like scheduling a makeup class before receiving a MUT for a missed lesson, transferring MUT to a sibling, replacing a lost MUT, or offering a different class time to try out. Adjust the expiration based on the situation, considering each case individually. Review the swimmer's history of excused/unexcused absences and MUT usage to make the best decision.

See The Hubbard Way below for some scenarios to help your decision-making.

Note:

Comments can be viewed through the Customer Portal.
Be brief, factual, and professional.
Add “See Notes” when additional details in the Family Notes section are necessary for staff guidance.

Student Attendance → Makeup Tokens → Create Makeup Token →

Comment: Add relevant notes

Issue Date: No adjustments

Expiration Date: The default is 365 days Adjust as needed.

✔️ Send Notification Email

+ Add Another As needed

Makeup Token For Visiting Another Location

We welcome families to contact Customer Support to schedule a makeup at another HFSS lcoation.

It is preferred that they create their own account to have policies signed.
- If staff created, go through the normal Creating a New Family process and ask them to sign their policies for the new location before attending their lesson
Use the tutorials above to:
- Remove the makeup token at their home location
- Book their makeup at the visiting location

3. Add Student Note to the visiting location account

Subject: Current location
Comment: Dates of enrollment for their current level

This will help the decks know where the swimmer is coming from and give an idea of how long they have been in our program.

The Hubbard Way: Decision Making

Scenario: Family with 10 Expired MUTs, No Makeups Scheduled in 8 Months

Possible Solution: We are able to offer half (5) of the unused makeups and provide a shorter, more manageable time frame of 4 months for their usage. This adjustment is based on the fact that a one-year window has proven too long to schedule their makeups.

Decision-Making Guide

Realistic Expiration Date: Scheduling 2-3 makeups per month is manageable for most families. This encourages them to make use of their tokens in a timely manner.

Scheduling Patterns: Review the family's past scheduling history, including absences, makeup tokens, and any relevant notes. Use this information to highlight the time gaps between their last 2-3 makeups, helping them understand that they haven't been using their MUTs within a reasonable timeframe. This provides clarity on their scheduling patterns and emphasizes the importance of using the tokens within the year allotted.

Convo example: Hi, Mr. Abrahams! I’ve looked at Simon's record, and I see that the most recent makeups you’ve scheduled are for June and March 2024, but there aren’t any scheduled in between those dates. I can’t extend the expired makeup tokens, but as a one-time courtesy, I’ll create five new MUTs for you. These will be valid until May 30th, so you'll have over four months to schedule. In the future, just remember that MUTs are valid for 365 days from the date of the excused absence. Do you have any questions about the new MUTs or how the makeup process works?

Scenario: Two makeup tokens expired, and they scheduled a makeup session about once a month or within two months of getting a new MUT.

Possible Solution: This shows they are doing their best; maybe time has gotten away from them. Give them the pickle.

Convo Example: We’d be happy to issue you two makeup tokens, each with a 6-week expiration period to complete. Does that timeline work for you? Oh, you have a lot going on with school activities. Let me push that out a few additional weeks and make the expiration for both 8 weeks. Would you like to schedule any this week?

The Hubbard Way: Communication to Families

Below are a few emails HFSS sends regarding makeups and makeup tokens. These messages can be viewed in the Family Account under the Communication tab.

Note: While the email format and wording may vary, the contextual information provided will remain consistent.

Thank You For Submitting Your Absence in Advance!

Absences reported through the Portal receive an email with MUT parameters.

Makeup Token Created (Expires mm/dd/yyyy)

Once iCP issues a MUT, an email outlining the policy and expiration date will be sent.

Makeup Details for Student on mm/dd/yyyy

When makeup is scheduled, an email reminder with expectations will be sent.

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