JLK Tour Excellence — Observation Rubric
Score each criterion 0–3: 0 = absent · 1 = partial · 2 = solid · 3 = exceptional. Total out of 30.
| # | Criterion | Score (0–3) |
|---|---|---|
| 1 | Warm opening Greeted by name, took coats, child addressed by name within first 60 seconds. | |
| 2 | JLK story shared in plain English Mentioned what makes JLK distinctive without resorting to jargon or "we follow EYFS". | |
| 3 | Active listening Asked at least 2 open questions about the child; visibly adapted the tour based on what they heard. | |
| 4 | Room walkthrough Used the JLK standard route. Pointed out the right things; let the rooms speak for themselves where possible. | |
| 5 | Fees & funding handled cleanly Stated rates without apology. Mentioned reg-fee exemption for fully funded families. Used "free + standard rate" framing for funded hours. | |
| 6 | Safety & safeguarding reassurance Concrete facts (DBS, sleep checks, door codes, DSL name). No vague "we're very safe". | |
| 7 | Settling-in explained Covered 3 settling visits and the 2–3 week key person matching policy — without burying or over-explaining. | |
| 8 | Family Bag handover Framed as a gift, named the child, didn't undersell as "just some leaflets". | |
| 9 | Specific, time-bound follow-up promise Said exactly what they'd send and within what window. Not "let me know if you have any questions". | |
| 10 | JLK voice held throughout No banned words (childcare / Developing Minds / "to be honest with you" / competitor names / scarcity tactics). | |
| Total / 30 | ||
Pass thresholds
Silver: total ≥ 21/30, no individual criterion scored 0, criterion 10 (JLK voice) scored ≥ 2.
Gold: total ≥ 26/30, no individual criterion scored below 2, criterion 10 scored 3.
Silver: total ≥ 21/30, no individual criterion scored 0, criterion 10 (JLK voice) scored ≥ 2.
Gold: total ≥ 26/30, no individual criterion scored below 2, criterion 10 scored 3.
What worked well
One thing to work on before the next tour
Staff member signature / date
Manager signature / date