Cancellations--Refunds or Make-up Lessons

[mtm]

Hi There,
I've been teaching for quite a few years now and I'm always having problems with timely cancellations.  Those who either don't call, call last minute and then expect to carry the missed lesson over into the next pay period--I do it monthly.
Now, I do have a published studio policy which states that 24 hour notice is necessary, but I have an emergency clause . . .So naturally, everyone calls with their weekly emergencies!
I have read different studio policies on a variety of websites.  It seems that many just charge regardless of cancellations, no shows or emergencies.  In other words, no make-ups or refunds and many say no exceptions.
I've just come from living in Germany for nine years where all the private music teachers I knew there simply charged a semesters fee, which included all holidays and vacation time, summer , etc.  In other words, you paid for your slot each week of the year regardless of whether it was a holiday or you couldn't make it.  Seemed a little much to me.  But if you are really reliying on this for your livelihood, it does make some sense.
So what is the general concensus out there?  I would like to move to a policy where there would be a 24 hour cancellation requirement for all missed lessons--no exceptions-- and then only provide make-ups one day per month.
Is this too harsh?  Or are there other ways around this?  And what about those people who do call 24hr ahead and then don't come for 4-5 weeks?  Should a teacher keep their spot open?
ANY insight would be most helpful.
MTM  

[BuyBuy]

Here are a few suggestions :

- charge the class that had been missed without a reasonable notification (like 24 hours), with no exception (I do that)

- be nice sometimes and do not charge them for not notificating you : marketing strategy, concern for real emergency situations... but do not tell them that it is your policy, just do it occasionnaly, and it will be appreciated as well as not expected.

- for difficult students, charge the whole month in advance.

[ebony]

I just logged on for first time.  Sorry if this is way late and you've already found response you were looking for.  I have 50 students.  It would be CRAZY if I constantly offered make-ups.  I teach M-F my regular schedule and offer one Saturday per month for make-ups.  They pay 1st week of lessons for entire month in advance.  They pay whether they have their lesson or not and I offer make-ups to be nice, but I put in my policies that I'm not required to offer make-ups, and it's up to my discretion.  If someone needs a month off or wants to take time off in summer, I reserve the slot for them in fall if they pay me in full to hold the time.

Shannon

[Jo]

No refunds. Don't advertise make-ups. Do it to people who you know are genuine or who give you plenty of notice, that way you can fit someone elses make-up lesson into their spot.

I know teachers who charge by the term and just flatly refuse to make up lessons. These are usually people with a string of letters after their names and a completely full roster.

[MusicMom]

My policy states that each student has two excused absences per semester.   I hold make ups on one day a month (first come first serve),  I decide if it is excusable.  Students who have more than two are put on probation and if I see it is necessary I ask them to find another teacher.  Unexcused absences are not made up.  I try to be reasonable and if someone does have a true emergency I will deduct that lesson from the following month or do my best to get in a make up lesson.  I also ask that I am paid at the beginning of the month in advance.  This helps motivate the parents to make sure the kids get to the lesson.  
I charge a flat monthly rate, if there are five weeks in a particular month, I count the 5th  as a make up lesson.  It all seems to even out in the end.    This is your job, and parents and students need to respect your time.  You have to be careful to not be too nice, or unfortunatly people will just take advantage of the situation.  I know this from experience.  Every year my studio policy changes a little bit.  

[soniap]

After two years of misery teaching from my home (due to constant cancellations) - I decided I'd either adopt a very strict policy or stop teaching from my home.

There was a transition period - students who were accustomed to my relaxed policy were lost.

I now have 23 students (my maximum for my family life) and they are the best students I've ever had.  Everyone pays for the month in advance.  I offer no make-ups.  I do have a "switch list" which provides names of my other students that are willing to change times with others - if they are able.

I highly recommend this approach.  I am very proud of my students and I have much greater self-esteem (since I am no longer cancelled at the last minute).  
No one really wants to pay for a lesson and not get one.  My students are very careful not to schedule sports and activities over their piano lessons.  

Teaching from home can be exciting and in fact offers a generous part-time income.

Signed,
A teacher of 3-1/2 years who learned business tactics quickly

[lc3606]

I'm curious about the exchange list.  How does it work?  Do they notify you that a change is happening?  How else would you know what to prepare for at lesson time?

[brotherben]

mtm,
I've had lots of students cancel within an hour of their lesson.  I've had lots of students not even show up for their lesson.
The solution to this whole problem I've found it just clearing state that 24 hours is required for cancellations.  If I (I, being the keyword) feel that the cancellation was emergency given, then they don't pay for that lesson.  But if I don't feel it's a good enough reason, they pay for it.  End of story.  Now this is easier said than done.  I've found myself telling the parents that it's okay and they don't need to pay.  But then I look back at my financial life during that month, and I would loose more than I made.  

I totally agree with you about what they do in Germany.  Even though it's a great way to make money, it's very unfair for the parents.  

I don't think your 24 hour cancellation is harsh, but you do need to realize that something very serious could happen and they really had no way of getting to lessons.  Be nice and let them know you care.

I need to tell you a story that goes along with what your talking about.  I had a student call and ask for lessons.  They signed up for their lesson.  The day of their first lesson, they called in and cancelled (for a stupid reason).  They would start next week.  They called the next week and cancelled again (another stupid reason).  The third week came and they never showed up.  I finally said if they don't show up next week, they are done.  Well, the fourth and final week came and they never showed up again.  I was very upset because that timeslot could have been filled with a REAL student.  I believe if the student doesn't show up for lessons for 3-4 weeks without telling you, they should be removed from the schedule and you should write a note expressing that they owe you for the missed lessons and they have been removed from your schedule.  And if they feel they want to try it again, give them another chance.

Well, have I said enough.  I will stop now and let you live your own life.

Take care,
Ben

[robert_henry]

I have a 24-hour TO-THE-MINUTE policy.  Say you have to give a lesson tommorow at 3 and the person calls today at 6:30 to cancel.  Well, I could have used that 3 and a half hours to schedule a make-up lesson for someone esle.  I may have turned them down during those few hours.  So now, I have nothing to do for the hour.  It is too late to  schedule someone else there.  And I have a no exceptions rule.  It just saves headaches.  I'm there to teach, not be a secretary.  Sure, you may lose some prospective students, but in the long run, you will have more time for yourself and your family.  And you'll have more committed and responsible students and parents.

Robert Henry

[PianoProfBonsWay]

I have taught piano for 44 years. I have a Policy & Purcedures understanding with my students. On the fourth lesson tuition due for the next session of four lessons. Make up's at the teachers conveniences, for emergencies only. If they feel they can't come because they haven't practice ~ all the more they need a lesson, and just forgot ~ no makeup.  This works for me.
BUT, you will have those students that don't get back in touch with you, because ? you will probably never know ~ LOL! Have enough students that you know you can depend on as regulars, and expect about 2-10 % not to be regular. I try not to take students who are doing so many other activities, because they will never be able to give the time needed for the piano.

Piano lessons is extra in most homes ~ IF all is well, and with some it is something they want to do or try out. Not always committed to the end. That is why I developed an accelerated and more aggressive piano system.

American's are different ~ they do what they want to and what they do not want to. AND, they want it instantly.

I have also been connected to a Community School of Music, where it is like going to college with no make ups and you pay for so many weeks in advance  from this date to that date.  I also know of other teachers who do this system on their own too. BUT, if a teacher misses they have to make up the lesson.

Give me a call if needed 907 472 2483 for further help, glad to help you. And/or I will see if you need further discussion on this forum.

Piano Prof. B. Woodruff
fastwaypianomethod@yukontel.com

[robert_henry]

American's are different ~ they do what they want to and what they do not want to. AND, they want it instantly.

I am sure you mean well, but we can do without the stereotyping.

RH

[eddie92099]

I am sure you mean well, but we can do without the stereotyping.

And the incorrect use of the apostrophe,
Ed

[pianoannie]

My students pay by the semester, and my policy states no makeups and no refunds.  They are paying for a time slot that I have reserved for them, in other words, they are paying for my time whether they use it or not.  What can I do with 30 minutes suddenly open between 2 other students?  I am still "on the clock" so to speak, and like any other employee who might have a little "down time" during the work day, I still expect to be paid for the full day.  While it's true that the student can't help it if s/he gets sick, that doesn't change the fact that I need a steady income, and I do not provide my students with an "insurance policy" against illness or other absences.  Sports teams, dance studios, gymnastics, etc, don't give makeups or refunds to students who miss.  I do hand out a swap list, so parents can try to switch times if a conflict arises.  I know that this sounds harsh, but it really has worked well for me.  I explain it thoroughly at the initial interview.  BTW, I will *occassionally* offer extended lesson time or an extra lesson if the student is hard-working, has excellent attendance in general, etc, but  only if it's convenient for me.  The parent is quite appreciative of such efforts because they realize I'm basically "working off the clock" for them.

[inkiepoo]

pianoannie, you are doing exactly what I am doing!! I teach only part time, three days a week and have 27 students. They hardly ever miss a lesson either. As you, I have reserved so many lessons per year for each student. The parent pays for them whether they get a lesson or not. I do not do any make-ups. And like you, at times if I can, and if the student is doing well at his/her lessons, I might go past 30 minutes. But that doesn't happen often.

I charge by the month a flat rate. I look at this policy like I would a person paying rent on their home. Because they take a vacation for a month doesn't mean they don't have to pay their rent!! It is the same way with a piano teacher.  When a student agrees to take piano from me, he is reserving 30 minutes each week for his/her lesson. I teach only 25 lessons during a year and provide a recital that is so much fun for my students that they can hardly wait for it each year!!

This may seem hard-nosed but I've had NO problems with it at all and the parents also respect me more for it. I also charge a flat rate each month no matter how many lessons are in that month. This way I have a more steady income. I also add $5 to the charge for each student and then if the parent pays by the 15th of the month, that $5 comes off. This has motivated most parents to pay their tuition on time!! I seldom have any trouble. I like doing it this way because then I don't have to "add" the $5 late charge...I don't like doing that. It is automatically added in the tuition charge and taken off (more positive approach) if the parent pays on time.  All this is stated plainly in my studio policy.

This is my 13th year teaching piano. Now I teach at schools and in many parents homes. I have my own set of rules if I teach in a home (privacy, tuned piano, having the room quiet, no interruptions, etc) and the parents are willing to pay extra for me to come to their home to teach. I only have three lessons at my own home...most of my students lessons are done at their school or in their home.

I still have students who will cancel lessons but it doesn't upset me anymore. This seldom happens now that they know they pay for it anyway!!

[Greg_Fodrea]

My policy is as follows.  Seems to be working so far.  Hope it helps:

Students pay for each month in advance at the beginning of the month.  If a lesson is missed for any reason (with or without notice), I have pre-posted blocks of time at the end of the month in which students may sign up for make-up lessons on a first-come-first-serve basis.  If no make-up lessons are available that month, then they must try to get into a make-up time the following month.  I do not issue refunds except under very extreme circumstances (death in the family, moving far away, etc...).  My students agree to this in advance, and I haven't had too many problems with this policy.