1) If you turn up to a lesson and knock on the door and no one answers.
Step 1: Knock very loudly,
Step 2: Text supervisor straight away of the situation so I can call the parents to let you in (prompt communication with supervisor is part of the job requirements as is in any industry or workplace)
Step 3: call out very loudly down the side of the house (they may be in the backyard
Step 4: after waiting 15 minutes from their scheduled lesson time you may just leave if they still haven’t arrived and move on to the next household (it is okay to arrive at the next house 15 minutes earlier than scheduled – invoice for waiting time
Step 5: if they do let you in but it is over 15 minutes after their scheduled lesson just let them know “i waited outside for 15 minutes so I am going to have to do a shorter lesson otherwise I will be late for the next one. Is it possible to leave the door open for me from the time of the scheduled lesson in future? Thanks so much. I get started with your child straight away. Invoice MW Pty Ltd for lesson time and waiting time
2) In the event where Music Waves has been notified of the cancellation before the shift starts and notifies you before the lesson:
Music Waves will let you know the student has cancelled and try to shuffle parents surrounding the lesson to close the gap for you. Where the parent has let us know before the shift has started what we try to do is offer them to make up their cancellation. What is done in 80%+ of cases is we extend their next two lessons by 15 minutes (to make up for cancelled 30 minute lesson). This is lesson driving out for our teachers which is important. (Music Waves does not want you driving out to just one make up class!)
It is up to you whether you would like the make up to be in the form of extention of next two lessons or if you prefer driving out especially for an extra lesson.
Just communicate what you want to Music Waves and it will be organised for you.
Please note: In less than 50% of student cancellations is Music Waves able to chase a cancellation fee off parents. Less than 10% of parents have actually paid their term fees by week 2 of term. Hence make-ups are an important process for Music Waves.
TUTOR CANCELLATION:
Let your coordinator if you need to cancel with ample notice (place away dates in the scheduling document as well as email/text). Even if there is a high risk of cancelling but you are unsure – contact your coordinator.
Music Waves is here to help tailor work hours to mothers and uni students. So do not be afraid asking if you need to cancel.
What happens when a tutor cancels:
Option 1) approx 40% of cases: relief teacher will render lesson for you. This is either the supervisor or a senior teacher in your area.
Option 2) approx 40% of cases – the easiest thing for Music Waves admin is to just credit/refund the client.
Option 3) approx 20% of cases – Music Waves will ask the parent if they can do another day that week that you also can do to organise a tutor make up. Keep in mind – parents have extremely packed schedules. It is highly unlikely that they will have another day free