No Closure with Discontinuation
Found in: About Business, Relationships, Student Retention/Attrition, Students, Studio Communication
Gabrielle B., Iowa
Although we are super pleased we have such high retention rates due to lots of long term conversations, recently we are finding (within the last year or so) that people are tactfully avoiding
1. Talking to us about issues or things they are confused about or questions they may have so that we can have a conversation with them
2. Any talk or thoughts of cancellation until a written notice has already been turned in
3. Attending their last lesson in person
I understand that we as teachers can’t be all things to all people, and I also realize that it’s not our job to get too attached. It is leaving us scratching our heads – not wondering what we’re doing, but why we can’t get “closure” from families we have created relationships for months/years. I personally believe the pervasiveness of social media is impacting us culturally in this area because in their mind, there is no need for confrontation when you remove the human from the other end. We become simply a transaction.
Have you seen this same trend in your studio, or have you seen similar passive trends in your area, and what do you think is the reason in your area?
Ian B., California
I’ve noticed this from the beginning. Even the tendency for text communication vs a phone call or face to face discussion. It’s really apparent at the marketing and FIS stage as many families will sign up and then fail to show up. But they also fail to call or communicate despite my numerous email and text confirmations during the preceding week. It’s also very apparent when someone quits very suddenly and does very little to provide details on WHY they are quitting and they make only the very minimum effort to even communicate that they ARE quitting.
The only thing I can say is do your best to continue making direct personal connections with both students and family members during and outside of the lesson. While social media can be a great tool for connection marketing I am finding it less and less useful for RETENTION.
Stephen R., California
We live in an immediate gratification and disposable society! Sign of the times. Social media has isolated us. Think about how much more we email and text with family these days rather than talk on the phone or meet in person.
Leeanne I., Australia
Yes, it’s disappointing and frustrating. I have learned to just let it go.
Original discussion started March 5, 2020
