I’m struggling with last-minute cancellations – what should my policy be? (All Teachers)

[Guest Teacher]

Thank you both!

Eliza – Thanks – the guy that rearranging did so within the same week so I don’t mind as long as I don’t then miss out on next weeks lesson money.

What would you do about the students earlier this week? Have I already blown my chances by not replying instantly about the cancellation fee? All I said at the time (each one was less than 2 hours notice, not even beginning of the day!) was ‘Thanks for letting me know, feel better soon’.

That was now 3 days ago, so would you leave it for this time and learn the lesson, or go back to them and say ‘on further thought…/btw my terms and conditions state…’

Steph x

[Dave Rutherford]

Hey guys

I have dealt with this for 14 years now. However… I feel I have it sorted now.

I do a 72 hour cancellation policy and always offer to rearrange the lesson, if they say “no we can’t do any other day”, I say something like this:

“Not a problem if you can’t do another time, however I must remind you all lessons are subject to a 72 hour cancellation policy, if you could bring today’s lesson fee along next week that would be fantastic”.

Usually, the reply is “I understand see you next week”. Typically short but not usually any real problems.

If I get a reply that’s along the lines of “sorry I wasn’t aware of that and I can’t help it if they’re ill”.

I would say “I do understand that, I can offer do do an hour next week to make it up (if the lesson is 30 minutes), or add half an hour onto your next two lessons (if it’s 60 minutes), otherwise sadly I’d have to still charge you.”

I give no explanation of “it’s my living, it would be same if it was a driving lesson – nothing. As if they don’t “get it” then it’s not a lesson I want long term.

I have spoken on the phone with a few who have asked to let it slide this one time and “now they’re aware” we can move forward with that in place, to thisi say I’m sorry, no, it’s how I run my business and I can’t charge other students and not you.

I have ” all lessons are subject to a 72 hour cancellation policy ” in small text in the header of all of my handouts, so they know. It’s also common courtesy.

Hospital visits, being sent home fo m school poorly, family emergencies I play ball and still offer a rearrange, but don’t charge.

Take
No grief with it at all is key in the situation. Once you have charged the Said lessons once – they will quick smart stop messing you around.

I would pop it in the header of your handouts. You don’t have to offer a rearrange, I just do as I really want to students to get their lesson.

I hope that helps a bit!

[Guest Teacher]

Hi Steph

It’s up to you what you do with the students from this week. If it was me though I would just send a follow up message and say something along the lines of “Hi blank, If forgot to say that you can either pay for the lesson you cancelled on a bank transfer or with cash the next lesson. I really don’t mind which just wanted to remind you that you had the option of either.” or a few days before their next lesson say something like, “Hi blank, this is just a friendly reminded that I require the amount of blank from the lesson you cancelled to be paid at your next lesson on blank or via a bank transfer/Paypal. See you on blank”

This way it’s not making it seem like you have changed your mind on your policies but making it seem like you expect them to know what your policy is. Then if they reply with any resistance you can just remind them of your policy and they can either accept that or move on.

I’m also with you, if something comes up and I can rearrange for another day when I am free in the same week then I will but only if they let me know before I am there waiting for them.

[Eliza Fyfe]

All good advice above – although I would tend to disagree with the add-on “make up for it” lesson or rearrangement in the same week. Surely you are still taking a loss by doing that?

[Mark Palmer]

I like some of the things I’ve read since I last posted on this thread.

Im always happy to rearrange a lesson(which are all pre paid as they are booked in) if I have the space to do so in the couple of days surrounding the original booking time, its a small mercy and I actually want the student to have their lesson.

Yes, I might of made a loss in some respect regarding the cancelled time slot. Worst case for all, I’m too busy or away and therefore cannot rearrange.

If they normally pay by bank transfer I ask for the next lessons payment assuming they’d like to book the following lesson as confirmation of their intention, or make it clear that ill take payment for the lesson on the day and the following lesson if they wish to book, this is a subtle way of reminding them of my payment policy.

I used to have all sorts of problems years ago, I do not have any problems any longer.

Value your own time and you invite people to do so too. If you don’t value your own time, you invite people to not value it equally.

Its a tough one, and you gotta be brave, you might lose some students…but then did you really want to teach people like that anyway?

These types of people bring alot of stress and discomfort, and they tend to be the kind who wouldn’t indulge it if the shoe was on the other foot with their source of income.

Just my cents worth peace:)