Originally Posted by Unregistered:
Thank you all for your EXCELLENT advice. I have to say this story ended WAY better than I could have imagined. I didn't hear back from mom, so I emailed with follow-up steps regarding ending care. Mom responded, and we were able to talk through the issue and it ended on a really positive note. I think it is likely this situation was inevitable, but it would have been MUCH easier to have it happen at the start of care, rather than when we had a history of ignoring policies and strong personal relationship built. By not enforcing the policies, I certainly sent the message that they were optional. I'm super happy that we were able to reset and I didn't lose the family (because on a personal level I ADORE them). Maybe there is also a lesson here about establishing strictly professional relationships...
That ^^ (bolded part) is THE reason I've stayed in business as long as I have.
It's the reason I don't stress about my job
It's the reason I love my job
It's the reason my job is super easy
It's THE reason I rarely have issues regarding payments, closed days, illness issues, drop off/pick up times and other common issues we see in regards to this job.