Your academy is one business,
not five departments.你的学院是一门生意，
不是五个部门。

Across the top is the journey a family takes with you. Down the side is who looks after each step. Most of what goes wrong in an academy happens in the gaps between two boxes, which is why they are worth seeing together.上方是一个家庭跟着你走的历程，左侧是每一步由谁负责。学院里出问题的地方，大多发生在两个格子之间的缝隙里——所以值得把它们放在一起看。

Tap any box to see what usually goes wrong there, and what we do about it.点任何一个格子，看看那里通常会出什么问题，以及我们做了什么。

They find you他们发现你

They ask他们来问

They try a class他们来试一堂课

They sign up他们报名

They keep coming他们持续来上课

They stay and refer他们留下来并介绍朋友

Marketing营销how people hear about you别人怎么知道你

Where enquiries come from询问从哪里来

Word of mouth口碑介绍

Sales销售turning enquiries into sign-ups把询问变成报名

Replying fast快速回复

Getting them to sign up让他们报名

Renewing before it runs out在用完之前续课

Operations运作running the classes day to day每天把课跑起来

Is there space?还有位子吗？ Booking the seat订下位子 Daily attendance每天的出席 Freeing the seat when they stop停课后释放位子

People人事coaches, pay and promotion教练、薪水与升职

Paying coaches correctly正确地发教练薪水 Helping coaches improve帮教练变得更好

Accounting会计invoices, books and tax发票、账目与税务

Paid for, not yet used收了钱，还没上 Month-end that matches对得上的月结

The hatched squares are deliberate — not every part of the business is involved at every step.斜线格子是刻意留白的——不是每一步都会牵涉到生意的每一个部分。

Marketing · They find you营销 · 他们发现你

Where enquiries come from询问从哪里来

What it is这是什么: Every enquiry arrives from somewhere — a sign, a Facebook post, a parent who told a friend.每一则询问都来自某处——一块招牌、一则脸书贴文，或一位告诉朋友的家长。
Where it leaks哪里会漏: Most academies know what they spent and how many enquiries came in. Very few can say which spending produced the families who actually paid.大多数学院知道自己花了多少、进来多少询问。但很少能说出，哪一笔花费带来了真正付钱的家庭。
What Hull does about itHull 对此做了什么: Two numbers a day — enquiries and spend — and the system carries them all the way through to sign-ups, so cost per paying family becomes a fact rather than a feeling.每天两个数字——询问数与花费——系统会一路带到报名为止，让每位付费家庭的成本变成事实，而不是感觉。

Sales · They ask销售 · 他们来问

Replying fast快速回复

What it is这是什么: A parent messages. Somebody replies. That is the whole step, and it decides more than anything after it.家长传来讯息，有人回复。整个步骤就是这样——而它比后面任何一步都更能决定结果。
Where it leaks哪里会漏: It is never laziness. Parents research at night, after their children are asleep — which is precisely the window nobody is rostered to work. The enquiry arrives in the one gap your staffing cannot cover.这从来不是懒惰。家长都在晚上研究——孩子睡了之后——而那正好是没有人排班的时段。询问偏偏落在你的人力排不到的那个缺口里。
What Hull does about itHull 对此做了什么: Your own WhatsApp number, answered in seconds, from your real timetable and published prices — and it hands over to a person the moment the question is about money, a complaint, or confirming a booking.用你自己的 WhatsApp 号码，几秒内回复，依据的是你真实的课表与公开价格——一旦问题牵涉金钱、投诉或确认报名，立刻转给真人。

A study of over 15,000 leads and 100,000 call attempts found that contacting an enquiry within five minutes rather than thirty made it 21 times more likely to qualify. A separate audit of 2,241 companies put the average first response at 42 hours. Not academies, and not our data — but the shape of it will be familiar.一项涵盖超过 15,000 条线索、100,000 次通话尝试的研究发现：在五分钟内（而非三十分钟内）联系询问者，成交资格的机率高出 21 倍。另一项针对 2,241 家公司的调查显示，平均首次回复时间是 42 小时。这不是学院的数据，也不是我们的数据——但那个形状你会觉得眼熟。
MIT / InsideSales.com Lead Response Management Study (Oldroyd, 2007); Harvard Business Review, 2011

Operations · They try a class运作 · 他们来试一堂课

Is there space?还有位子吗？

What it is这是什么: Whether there is actually room in that class on that day.那一天那一班，究竟还有没有位子。
Where it leaks哪里会漏: A trial promised into a class that turns out to be full. The family arrives, the room is over capacity, and the first thing they learn about you is that you were wrong.答应了一堂其实已经满了的试课。家庭到场，教室超载，而他们对你的第一印象就是：你搞错了。
What Hull does about itHull 对此做了什么: One screen shows the whole week's capacity — where you can still sell, and where you are paying a coach to teach three children.一个画面看完整周的容量——哪里还能卖，哪里你正付钱让教练教三个孩子。

Sales · They sign up销售 · 他们报名

Getting them to sign up让他们报名

What it is这是什么: The conversation after the trial, and the price that ends it.试课之后的那段对话，以及结束它的那个价格。
Where it leaks哪里会漏: Nobody forgets on purpose. The outcome of the trial was never written down anywhere, so nothing ever turned that family into a job on somebody's list for tomorrow.没有人是故意忘记的。试课的结果从来没有被记在任何地方，所以没有任何东西把那个家庭变成明天某个人清单上的一件事。
What Hull does about itHull 对此做了什么: Recording the trial outcome puts the family on a follow-up list that the front desk works today, rather than into a gap. Discounts and promotions are set once so the counter cannot get the price wrong.记下试课结果，家庭就会进入前台今天要处理的跟进名单，而不是掉进缝隙。折扣与促销只设定一次，柜台就不会算错价。

Operations · They sign up运作 · 他们报名

Booking the seat订下位子

What it is这是什么: The weekly place the child now owns, and the package paying for it.孩子现在拥有的每周固定位子，以及替它付钱的配套。
Where it leaks哪里会漏: Seats and payments drift apart. A child keeps a place long after the package that funded it ran out, and nobody notices because the register still looks full.座位与付款渐渐脱节。配套早就用完了，孩子的位子却还留着，而没人发现，因为名单看起来还是满的。
What Hull does about itHull 对此做了什么: Every seat is tied to the package paying for it. When the package ends, the seat frees itself.每个座位都绑着替它付钱的配套。配套一结束，座位自己空出来。

Operations · They keep coming运作 · 他们持续来上课

Daily attendance每天的出席

What it is这是什么: Who turned up, who did not, and what that costs the family.谁来了、谁没来，以及这对家庭意味着多少钱。
Where it leaks哪里会漏: Attendance kept on paper is a record of the past. It cannot tell you on a Tuesday that a child has quietly stopped coming for three weeks.写在纸上的出勤只是过去的记录。它没办法在星期二告诉你：某个孩子已经悄悄三个星期没来了。
What Hull does about itHull 对此做了什么: Marks feed everything downstream the same day — credits, payroll, and the follow-up list. Make-ups, closures and public holidays are built in rather than remembered.当天的记号会同时喂给下游的一切——课时、薪资，以及跟进名单。补课、休业与公假是内建的，不必靠人记得。

People · They keep coming人事 · 他们持续来上课

Paying coaches correctly正确地发教练薪水

What it is这是什么: Turning a month of classes into what each coach is owed.把一个月的课，换算成每位教练该拿多少。
Where it leaks哪里会漏: Payroll rebuilt in a spreadsheet each month from a register that has already been corrected twice. Nobody can reproduce last month's figure, including the person who calculated it.每个月用已经改过两次的点名表，在试算表里重建一次薪资。没有人能重现上个月的数字——包括当初算的那个人。
What Hull does about itHull 对此做了什么: Pay comes from the sessions actually taught. Open any figure and see the workings. Finalise a month and it locks with its own numbers, so a later edit cannot change what you already paid.薪酬来自实际教过的堂次。任何数字都能打开看算式。结定一个月，它连同自己的数字一起锁上，日后的修改改不了你已经付出去的钱。

Accounting · They keep coming会计 · 他们持续来上课

Paid for, not yet used收了钱，还没上

What it is这是什么: The classes families have paid for and not yet used. It is money in your account that you have not earned.家庭已经付钱、却还没上的课。那是躺在你账户里、但你还没赚到的钱。
Where it leaks哪里会漏: A good month's cash can be a bad month's trading, and without this number the two are indistinguishable — right up until everyone claims their classes at once.现金漂亮的一个月，可能是生意很差的一个月。没有这个数字，两者看起来一模一样——直到所有人同时来上课为止。
What Hull does about itHull 对此做了什么: One report shows how many classes are paid for and not yet taken, per branch. That is the liability sitting on your books.一份报表显示每个分行有多少课已付费但还没上。那就是挂在你账上的负债。

Sales · They stay and refer销售 · 他们留下来并介绍朋友

Renewing before it runs out在用完之前续课

What it is这是什么: The conversation before a package runs out, not after.配套用完之前的那段对话，而不是之后。
Where it leaks哪里会漏: Nothing counts down for you. An expiry is a date sitting inside a record nobody opens until a parent asks — by which time the family has already spent three weeks not coming, and coming back has become awkward.没有东西替你倒数。到期日只是躺在某笔记录里的一个日期，没人会去打开，直到家长来问——而那时家庭已经三个星期没来，回来这件事已经变得尴尬。
What Hull does about itHull 对此做了什么: The system works out who needs calling today — last classes, expiring packages, children falling behind — so nobody has to remember.系统会算出今天该打给谁——最后一堂、快到期的配套、进度落后的孩子——不必有人去记。

Operations · They stay and refer运作 · 他们留下来并介绍朋友

Freeing the seat when they stop停课后释放位子

What it is这是什么: What happens to the place when a family stops.家庭停课之后，那个位子会怎样。
Where it leaks哪里会漏: Leaving is a conversation, not a record. The family tells a coach they are stopping, the coach tells nobody in particular, and the register keeps the place because nothing ever told it otherwise.离开是一段对话，不是一笔记录。家庭跟教练说不来了，教练没特别跟谁说，而名单继续留着那个位子——因为从来没有东西告诉过它。
What Hull does about itHull 对此做了什么: Stopping a student properly frees the seat, captures the reason, and makes your churn figure true — which is what makes it worth reading.好好停掉一个学生，位子会释放、原因会留下、流失数字才是真的——这样它才值得一看。

People · They stay and refer人事 · 他们留下来并介绍朋友

Helping coaches improve帮教练变得更好

What it is这是什么: Why a good coach stays, and how they know what "next" looks like.好教练为什么留下，以及他们怎么知道「下一步」长什么样。
Where it leaks哪里会漏: A coach who cannot see a next level leaves for one who can offer it — and takes the families who came for them.看不到下一级的教练，会离开去找一个给得起的地方——并带走冲着他来的那些家庭。
What Hull does about itHull 对此做了什么: A published ladder: what a coach must complete to reach the next level, observations recorded against the same checklist every time, and conduct logged rather than remembered.一条公开的阶梯：教练要完成什么才能升级、每次都照同一份清单记录的观课，以及被记录下来而不是靠印象的表现事件。

Among US private schools, teacher turnover runs around 12% against 8% in public schools, and only about a quarter of independent schools have any formal group looking after retention — it is handled when it goes wrong. Different country, same shape.在美国的私立学校，教师流动率约 12%，公立学校约 8%；而只有大约四分之一的私立学校设有正式的留任小组——多数是出事了才处理。国家不同，形状一样。
Cube Creative, private-school retention benchmarks

Marketing · They stay and refer营销 · 他们留下来并介绍朋友

Word of mouth口碑介绍

What it is这是什么: The cheapest family you will ever get is the one an existing parent sends you.你能得到最便宜的家庭，是现有家长介绍来的那一个。
Where it leaks哪里会漏: Referrals happen anyway, and nobody records who sent whom — so the parent who has quietly brought you four families has never been thanked, and does not bring a fifth.推荐本来就在发生，只是没人记下谁介绍了谁——于是那位默默带来四个家庭的家长从没被谢过，也就没有第五个。
What Hull does about itHull 对此做了什么: Referrals are attributed to the parent who made them, and the reward is a rule rather than a favour — so it happens without anyone having to be generous on the day.推荐会归到做出推荐的家长名下，奖励是一条规则而不是人情——因此它会自然发生，不必靠谁当天特别大方。

Accounting · They stay and refer会计 · 他们留下来并介绍朋友

Month-end that matches对得上的月结

What it is这是什么: Month end: payroll, revenue and your accounts all telling the same story.月结：薪资、营业额与你的账目，说着同一个故事。
Where it leaks哪里会漏: Month end as a re-typing exercise. Receipts entered twice, in two systems, by someone who is not an accountant and is doing it at nine at night.月结变成重打一遍的工作。同样的收据在两套系统里输入两次，由一个不是会计、而且在晚上九点做这件事的人处理。
What Hull does about itHull 对此做了什么: The month's documents push into your accounting system, and anything that bounces is shown rather than silently dropped. AutoCount Cloud is connected today; others are not built yet.当月单据推送到你的会计系统，被退回的会显示出来，而不是无声消失。目前已接通 AutoCount Cloud；其他的还没做。

What we do not do我们不做什么

Four things decide whether an academy works, and none of them are software. We have no opinion on any of them.有四件事决定一间学院成不成，而它们没有一件是软件。这四件事我们不给意见。

How you teach你怎么教What happens in the room is yours.教室里发生的事，是你的。

What you teach你教什么Your curriculum, your levels, your standards.你的课程、你的等级、你的标准。

Your name你的名声Built over years, by people, not by a system.是靠人、靠很多年累积的，不是靠系统。

Who you hire你请谁We cannot tell you who will be good with children.谁能带好孩子，我们没办法告诉你。

What we can tell you is whether they are working我们能告诉你的，是这些到底有没有奏效

That is the honest version of what a system is for. It does not supply the judgement — it supplies the evidence the judgement has been missing.这是「系统能做什么」的诚实版本。它不提供判断，它提供的是判断一直缺少的证据。

Is the teaching working?教学有效吗？Which coaches keep their families, and which quietly lose them.哪些教练留得住家庭，哪些在悄悄流失。

Is the curriculum working?课程有效吗？Which level children stall at, and how long before they leave after they stall.孩子卡在哪一级，以及卡住之后多久会离开。

Is the name working?名声有效吗？How many families arrive because another family sent them.有多少家庭是别的家庭介绍来的。

Is the hiring working?用人有效吗？Whether a coach improves against the same checklist over a year.一年下来，教练在同一份标准清单上有没有进步。

None of that is automatic. Numbers do not interpret themselves, and reading them is a skill — which is a conversation with a person, not a feature on a page. It is the conversation we would rather have with you.这些都不是自动发生的。数字不会自己解释自己，读懂它们是一种能力——那是一场和人的对话，不是页面上的一个功能。我们更想和你谈的，是这场对话。

Read how any of it works — 88 guides看看这些是怎么运作的——88 篇指南

Where the numbers come from这些数字从哪来

Two outside studies are quoted on this page and both are named where they appear. Neither is about Malaysian academies, and we say so rather than letting them imply more than they do.本页引用了两项外部研究，出处都标在原处。两者都不是关于马来西亚学院的——我们直说，而不是让它们听起来比实际更有分量。

We publish no benchmarks of our own. There are not yet enough academies running on Hull to produce one that would survive being asked where it came from, and a number we cannot stand behind is worth less than admitting that.我们不发布自己的行业基准。目前在 Hull 上运作的学院还不够多，做不出一个经得起追问出处的数字——而一个站不住脚的数字，还不如坦白承认。