Swim schools are high energy and high emotion businesses. The successful ones focus on superior experiences. Experiences are journeys. Great journeys are designed. Great journeys lead to high customer retention and high "WOM" (word of mouth) referral. Service design is a system for developing the relationship between your business and your customers. Service design and delivery = SD2 If you want your swim school to thrive in a competitive environment, you need to make [...]

Brent Hayden is a retired International swimmer from Canada. He is the 2012 Olympic Bronze Medallist and 2007 World Champion in the 100m freestyle. He is also a two-time Commonwealth Games Champion and still maintains the Games record in the 100m Freestyle. He currently holds 6 individual Canadian Records and was the sole Canadian champion in the 100m freestyle for the duration of his decade long professional career. We all [...]