Simpedia

Mark M. New York

Be very clear in your own head first about your policies, your desires, what kind of businessperson you want to be. Settle on policies you can live with, policies that make sense and feel right to you. Don’t assume that because someone made some argument about what kind of policies people should have that it’s some universal truth. It seldom is.

Then, state those policies as clearly as you can, writing them up.

Then, come up with a statement or explanation to your clientele about why these policy changes are being made and the ways in which the changes benefit the clientele — clarity, no surprises, plus whatever other things may be more tangible benefits based on the specifics of your policies. E.g., show them how over the course of a year under the new policies they end up paying $x which isn’t much different from the $y they used to pay.

And then be prepared for a few people to want to quit. And in response, ask them if they are very, very sure that they are willing to quit you as a teacher and SM as a method over a few extra dollars a year — and if they think they’ll actually get more piano lesson value for that same money if they go elsewhere. If they still want to quit, then look them straight in the eye and wish them a fond farewell and hold out your hand for a last friendly shake. Maybe you’ll have called their bluff and they’ll be upset for a bit but get over it and stay with you, and maybe they’ll actually go, in which case odds are pretty good that their willingness to quit over the few dollars was a symptom of other things that would have reared their head later on proving them to be more trouble than they were worth as clients.

Laurie Richards, Nebraska

When I change my policies (which I just did effective Jan. 1), I simply inform my students/parents that I have updated my policies, bring their attention to the specific areas that changed, and ask them to please read them thoroughly and let me know if they have questions.

This is your business, and you need to run it however it works best for you without feeling the need to justify your decisions – other than, “this is what I need to do in order to run my business smoothly” or whatever.

Although it can be difficult, it’s best to separate yourself from how it will affect people, and just do what works for you. People are typically resistant to change, but that’s okay. The most important thing, I’ve found, is to be very confident and matter-of-fact about your changes – not apologetic at all. It’s okay if not everybody likes it. Having different rules for different families would be a nightmare, unless your student body is really small.

Also, stick to your policies! If you have a “no makeup lessons” policy, then offer them for whatever reason, you are sending mixed messages and may give the impression that there is wiggle room in other areas as well. Example – my policies have always promised a $10 late fee if I received payment after the 1st day of the month. But I didn’t enforce it, so people felt pretty comfortable paying late. A few years ago, I sent an e-mail simply stating that I would start enforcing the late fee policy, and I have ever since. I have very few late payments now, and if I do, they almost always add $10 automatically to their check because they know I enforce the late fee.

Anyway, bottom line – decide what works for YOU, let everybody know that’s the way your business will operate from now on, have it all down in writing, and stick to it. If people give you a hard time, just say something like “I’m sorry you are upset, but this is how I need to run my business.”

Ginny B. California

I had the same issues as you a few years back and gradually worked it through. My studio is running very smoothly and wanted to share the way I figured it out.

In my welcome packet I include a calendar that outlines the school year. I explain that a flat fee will be charged regardless of the number of lessons in the calendar month (sometimes there is a fifth week). I further explain that I “bank” the extra week and take off school holidays plus an extra week during the year (to accommodate my husbands vacation time). I don’t worry about how many weeks there are in the year. It is my business and I can set it up the way that works for me!

My student who has a 10 month old baby pays $1400.00 monthly for daycare and the daycare follows a calendar. Parents make appropriate accommodations when daycare is not available. Parents don’t think twice about it. It is the way it is. Dance studios work the same way.

During the FIS I explain my policy. No one has ever questioned it. It is more difficult to switch midstream but they will get used to it.

Denise P. Ohio

I have been in your shoes when it comes to policies. It is painful! Some of my parents were not happy about me charging the same amount per month (because of different numbers of weeks in any given month).

Now, the way I explain it to them is this: I tell them that I work a 48-week year, which means I take four weeks off. My per lesson fee is $20. Multiply 48 by 20 and that equals $960…. divide that by 12 months to get the monthly fee ($80).. When I explain it like this, parents don’t think that I’m over-charging them for shorter months. They see that it is just budgeted throughout the year.

I have also used the studio policies listed in the transcript library to help me formulate my own. That has been helpful as well.

Anne S. Nebraska

I just revised my policies as well, and asked for input from our local teachers. Like you, I felt that my policies in some areas were somewhat vague, which made things difficult for my students and for me. I tightened up some policies, changed some others (for instance, my policy regarding cancellations due to inclement weather–which has been a major problem in Nebraska this year), and gave myself two additional weeks of vacation each year. Once I had them the way I wanted them, I emailed the document to all of my students with a request that they let me know if they had any questions or concerns. Again like you, I was most concerned with the reaction of my long-standing families. I was a little nervous about making these changes, but my attitude is that I have the right to set my policies the way I choose, and I try to be fair to both sides.

I sent the email out last Friday and have had no negative response–actually very little feedback at all. I think a big factor in talking to people about your tuition, your policies, whatever–is to be unapologetic about it. This is your business and they always have the choice whether or not to accept how you run it. I also think that people appreciate clarity so they always know what to expect. As far as softening the blow, you could tell your students why you have revised your policies: to clear up some vague issues, to run your business more efficiently, whatever you want to say. Not to justify it, but just to explain that some things are changing for the better so that you can be a better, more effective teacher.

It’s always possible that you may lose a student, but any family who has been with Simply Music for very long will appreciate the value that you provide. Most also appreciate the work that goes into running a business.

Bernie A. California

In a way, you are going back – having to explain to the parents why you are doing what you are doing. So, it should be expected that some parents may have issue with this. It’s best to have a legitimate explanation when this arises.

For example, I just passed out all of my studio policies to all of my families. I do this every year and they need to sign it. Before I accept their signed contract, I ask them if they have read every single point on the sheet. All my families have not had issue with my policies.

However, tonight, a mom did say that for the most part that my studio policies have not changed except for another vacation week added. I told her that was correct. I knew this was to come, so I gently explained to her that in lieu of raising tuition this year, I decided to add another vacation week. I also told her that about three years ago, I was experiencing burn out and needed more time to recoup so I could be a better teacher for the kids. She had no problem with this and was happy to agree with me – understanding the mindset behind it. In essence, I’m adding the extra week for me. For 2010, I will have a total of nine weeks paid vacation off.

When I first started with Simply Music, I did not ask for a high rate of tuition and did not take a lot of vacation days. Over the years, I continue to see the value of Simply Music and of the impact that my teaching has on my students. My parents see it too so they are good with making sure that I am taken care of as an instructor. So in the course of time, I’ve raised my tuition and increased my vacation days on a yearly basis. Of course, my newer families never question my policies because they accept it as the norm.

As a teacher going into my eighth year, its really important for me to make sure that I am satisfied with what I am doing in order to continue my teaching. So I’ve instituted standards for myself that would allow me to take care of myself (you’ll have to go to my retention workshop at the SM Convention to find out the details of all of this). This has been valuable for me and has kept me from reaching a saturation point. I really do get refreshed and am rearing to go when it comes time to getting back to teaching. I know that some people may not agree with the amount of weeks that I take off, but I can say it works for me, my families, and my studio. I am a happy/satisfied teacher.

So I have a friend who is just starting out with her studio. As I spoke to her, I told her when it comes time to putting together a studio policy, that she should ‘shoot for the moon.’ Meaning that whatever it is that she requires to be the best SM teacher, she should write it in her policies (all within reason, of course, otherwise you wouldn’t have any students). I also encouraged her to charge the same rates as mine so she doesn’t have to feel she charges less because of her inexperience. So for those of you who are just starting your studio, take a good look at what you want/need as a teacher and consider how that might impact the writing of your studio policies.

For those of you who are already and have established studios, you may want to consider making changes once a year, one change at a time so that it is not so jarring. Be ready to have an explanation when people ask and be ready to take the risk of losing students when they are not willing to accept your terms.

Marcus, this has been a long answer and probably one that may not address your questions. Communication issues can be stressful but you are moving into a situation where it is being clarified and your needs are being met as an instructor.