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

[Beckie Tunnicliffe]

I’ve done welcome packs right from the start and they are so useful, I managed to get some freebies from my local music shop to give out to new students too:)

[Mark Palmer]

I used to be super chilled about people cancelling lessons i.e. i wouldn’t charge for cancellations at all, people would pay at the end of the lesson etc…. after a few years of teaching i encountered a few of students who seemed take my relaxed approach as a liberty. It seems that by me being super chilled they could be super chilled about too, in other words if i don’t value my time then how can i expect them to? I decided to implement a ‘pay when you book’ policy, with the understanding if they cancelled ahead of time within reason(Them forgetting doesn’t qualify!)I would always try to rearrange the lesson if possible to another day close to their original booking.

What i don’t indulge is someone who sees me on a weekly(or any other variable) recurrence to rearrange the missed lesson to the following week(or variable), that i explain respectfully is missing the point of the policy. I made people aware of this at the first lesson, and i explained v nicely that they were booking my time and that was their commitment to it. The implications of booking my time and not being able to make it for something unforeseen was: It stops other people being in that slot while they’ve booked it(so other people have to wait longer or goto a later slot in following weeks)and i also turn other engagements down(music or otherwise)when they have chosen to book my time. I want the student to have the lesson and for them to not feel like they’re missing out(i do have a <3), thats why i offer the solution of them being being able to rearrange if possible, they hopefully see the goodwill in me doing so, even though i might still miss out if i cant book someone else in the missed time slot booked.

Anyone student who respects this and truly understands, never quibbles and they offer before i have to nicely remind them of the understanding we came to when they began booking my time. Like all things in life there is room for mitigation, if i have a good relationship and their reasons are extraordinary(bereavement etc) i do often waive the lesson to the following recurrence or credit with the lesson i booked, I’m not a faceless business or complete robot, but thats personal to my judgement of the situation at that time.

Just my two cents worth. thanks

[Kat Hunter]

Hahaha! Yes, that one really gets me. When people who have lessons weekly are like, “Is it ok if we just postpone today’s lesson to next week?” And inside I’m like, it’s not called POSTPONING if you’re just cancelling a week!

But yes, you’re right. It pays to be upfront and clear right from the start, but sometimes if you can rearrange the lesson, it shows a lot of empathy and can build the connection with the student if they realise you’re going out of your way to help them out; it’s always a fine balance.

[Ruth Adamson]

Ye but they wouldnt do that if things had been made clear to them.

So ye.. this is the welcome letter everyone gets in an email and printed out on there first lesson, if they aren’t one week in advance they don’t get booked in.. and they can easily bank transfer or paypal or i can send them a payment link if they don’t give the notice and need to pay to be back into one week in advance

.completley agree its a judgement call if they are a long standing student and they have been coming a long time and they never normally cancel..but i find if they do once and get away with it.. they will again.. or if you let them off one time you have to make it clear not again and then even when its harder to charge the second time.. you have to. it shows you respect yourself and your time as a teacher and are actually busy and can fill the slots if they you have a waiting list! which will only improve credibility

i struggled with it for years and its still hard sometimes but i think back to how much money i must have lost letting people off when now.. everyone is more than happy with the policy and its all fine!

Dear Student/Parent
I would like to welcome you to your first lesson, I will be teaching the highest standards of vocal coaching, with lessons tailored to your personal goals.

Payment
• Lessons for pay as you go students are payable weekly, one week in advance at the start of each lesson.
Cancellations
• If the student needs to cancel in the rare case of an emergency, for any
reason, at least 48 hours notice must be given. Failure to give this amount of
notice results in the missed lesson being chargeable.
• Due to the demand for vacant weekly slots, no exceptions can be made when
the required amount of notice is not given

I look forward to working with you to help you achieve your singing dreams!

Thank you
Ruth Discua

edit as appropriate hope it helps!

and yes can i say showing you are human does go along way!

i guess it is at the end of the day a judgement call on an individual basis..how busy you are and how long they have been lessons etc but i feel and when i explain things to the students… it must be the exact same rule for everyone because if not..and certain students are “let off” because they have been attending lessons longer thats actually not fair to any of the students.. the ones that do pay for missed lessons being the main one! so i guess you either stick to your policy or you dont..so its fair for everyone.. and you

x

[Kat Hunter]

Wow, Ruth! I love that letter! So straightforward and to the point. Tough but fair sounding.

I also love that it makes you seem really confident! I sometimes struggle with the balance between explaining my policies, but not sounding like I’m apologising for them haha! But yours just sounds friendly and assertive. I think I need to work on my confidence :P.