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Old 06-11-2015, 03:19 AM
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Default Verbally Following Up?

Do you verbally follow up to emails when you've have to speak to clients about violating contracts?

I think I should follow up verbally to late mom, but not quite sure what to say.
On one hand, I felt my email was short and to the point. I didn't go into explanations, allow excuses, etc. And sometimes "least said, soonest mended" is true. But other times, you need more. So what do you do?
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Old 06-11-2015, 06:02 AM
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Depends on the issue and what parent response was. Typically I either address verbally first and follow up in writing so there's a "record" So to speak. But when I email first, I don't typically follow up unless I feel they are unclear on expectations, unsure if they read it (I like the "read" checkmark on fb lol) or if they email back something rude/argumentative etc. If they just read and agreed, great. I won't be in it up again unless it becomes a problem.
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Old 06-11-2015, 06:09 AM
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Just me, but if she follows through with paying the fee and picks up on time, I'd let it stand as-is. If not, I'd definitely remind her in person.
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Old 06-11-2015, 06:38 AM
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Quote:
Originally Posted by Play Care View Post
Do you verbally follow up to emails when you've have to speak to clients about violating contracts?

I think I should follow up verbally to late mom, but not quite sure what to say.
On one hand, I felt my email was short and to the point. I didn't go into explanations, allow excuses, etc. And sometimes "least said, soonest mended" is true. But other times, you need more. So what do you do?
Do you feel like something is left to say or that maybe there is some changing attitudes because of the e-mail? If not, I'd leave it be.

My ONLY concern is her (DCM) potential to be a repeat offender.... do you have a plan in place for that? Something to "motivate" her to NOT repeat? Increased late fees for each occurrence, loss of services etc? Or just happy to collect the current fees each time she is late?

I used to think, "no biggie" it is what it is and I'll just collect late fees but then around the 10 year mark I started realizing it wasn't the extra cash in my pocket but the time I lost that irritated me so when it came down to it I didn't want the money (although sometimes it WAS good! ) what I really wanted was the TIME. I increased my late fees and have a policy of doubling fees for each occurrence until ultimately with repeat behavior the family is terminated.
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Old 06-11-2015, 06:57 AM
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Originally Posted by Blackcat31 View Post
Do you feel like something is left to say or that maybe there is some changing attitudes because of the e-mail? If not, I'd leave it be.

My ONLY concern is her (DCM) potential to be a repeat offender.... do you have a plan in place for that? Something to "motivate" her to NOT repeat? Increased late fees for each occurrence, loss of services etc? Or just happy to collect the current fees each time she is late?

I used to think, "no biggie" it is what it is and I'll just collect late fees but then around the 10 year mark I started realizing it wasn't the extra cash in my pocket but the time I lost that irritated me so when it came down to it I didn't want the money (although sometimes it WAS good! ) what I really wanted was the TIME. I increased my late fees and have a policy of doubling fees for each occurrence until ultimately with repeat behavior the family is terminated.
I'm not really sure. I don't know if she will do it again, I'm hoping she won't. Time is what I want as well, and as I've said none of my other clients is ever late. I just don't know if I should have a "are we clear?" Convo or wait and see.
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Old 06-11-2015, 11:47 AM
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I increased my late fees and have a policy of doubling fees for each occurrence until ultimately with repeat behavior the family is terminated.
I like this idea! I may have to borrow it.
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Old 06-11-2015, 11:59 AM
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Originally Posted by Play Care View Post
I'm not really sure. I don't know if she will do it again, I'm hoping she won't. Time is what I want as well, and as I've said none of my other clients is ever late. I just don't know if I should have a "are we clear?" Convo or wait and see.
Usually I remind parents verbally when they break the rules but if I were to send a reminder by email, I think I'd sit tight and see what happens. If the rule is broken again, I'd speak with the parent directly about it.
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Old 06-11-2015, 12:13 PM
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I never used email or text. I talked to people in person (sometimes taking a while to get up my nerve but still....). I think it is harder for people to ignore 'in person' comments.

In your situation, I think I'd only speak up after an email if they didn't answer it. I'd want to know if they read it or not. That is one reason I wouldn't use email. I couldn't be sure they actually saw it unless they answered it. There are times when I haven't checked my email in over a week. Not everyone looks at their emails every day.

Laurel
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Old 06-11-2015, 12:37 PM
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I increased my late fees and have a policy of doubling fees for each occurrence until ultimately with repeat behavior the family is terminated.
Do you have that in your policy book? How is it worded? I love this idea! I have the same attitude - the money would be nice but my time is more valuable to me.
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Old 06-11-2015, 12:54 PM
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Do you have that in your policy book? How is it worded? I love this idea! I have the same attitude - the money would be nice but my time is more valuable to me.
Late Fees:

Fees for pick up after your contracted time are billed at $1 per minute for the first offense. The second offense is billed at $2 per minute. The third offense may result in immediate termination of child care services.


I haven't collected a fee for late pick up in almost 5 years.


.....and only terminated one family for lateness. ever.
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