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How to Enforce Cancellation Policy? (All Teachers)
Hey guys, need some advice. I have a fairly new student who is consistently cancelling with me on short notice (the day of the lesson). I know I have to enforce my cancellation policy now (I usually give a lot of grace to people but its getting ridiculous) but I’m wondering what the best way to go about it is? Do I do it at the end of the next lesson? Over email? And what shall I say about it? I know this sounds like a real newbie question but I’ve never really had to deal with this before.
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16 Replies
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Ok, does the student pay upfront? As this normally solves this as you just keep the money. Always tell the student of this policy in their initial lesson. Really you need to email this student telling them they owe you however many cancelled lessons, using language such as “due to the nature of my business”
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No point saying at the next lesson in case they don’t actually show up!
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PS. Don’t give grace to anyone. Business is business and bills are bills. Unless someone dies. Then MAYBE I let them off.
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I agree, you have to be very strict otherwise people either conciously or unconsciously take the piss. It also make people not take your business seriously I think.
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I’d send out a group email to all of your students, mentioning in broad terms that you’d just like to make them aware of a new cancellation policy that you’re putting in place. Say broad things like: “Bit of a change of pace here at Singing Lessons Exeter. I didn’t want to catch anyone out so I thought I’d let you all know: it’s industry practice to have a same-day cancellation policy. So if you pop me an email the night before, that’s fine and dandy. But if you cancel the same day as the lesson, the fee will still be due. Unless I manage to sneak someone in to fill your place, of course.”
(Please do steal that word-for-word :D)
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mine get everything in an email, then welcome letter and yes I agree Eliza Jane Fyfe same rule for everyone, no exceptions x
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and yes.. always one week in advance mine are i think Eliza Jane Fyfe does block 5 lessons x
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Matt Pocock what a cool/fun way or wording things, I like it:)
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I do block payments to cover a month, so 2 lessons for fortnightly students and 4 for weekly students. And a 48 hour cancellation policy.
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Ye I was thinking of moving to 48 hour tbh does it work the same as 24? Eliza Jane Fyfe or do you get more hassle? x
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Do you guys find that you get any backlash on that when you wake up really ill and have to cancel lessons?
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I’ve never had any, but I guess its only been a very rare occasion that I have cancelled on the day, people are generally understanding in that instance I’ve found xx
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Chris, I never have. Although I do sometimes give grace to people – I find you get better retention in the long run that way. Also, Ruth’s welcome letter idea is really smart. I totally should have done that.
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Yes I do on the odd occasion for long standing students maybe one chance but make it clear its a one off to keep them on board – I have upset a parent or two in the past but.. The students I want to keep are the ones who are happy with the policy from the start.. If they aren’t there will be more problems further down the line
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48 hour notice works fantastically because people understand that it’s my full time job. Also if I wake up ill and cancel last minute, I lose the money too. It’s a fair system.
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Very good point Ruth, if they make a fuss early on, you know they’re not going to be reliable in the future
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