We know it’s frustrating when a client cancels at the last minute. In-Home Tutors has always been willing to pay you for a “no show” or very late cancellation, out of respect for your time and the money you spend on gas. We sometimes charge private clients for no shows, but often do not. And the agencies that pay us to work with foster children have never paid for no-shows. So it is our cost. We bear this cost gladly, because our tutors are on the front lines and deserve protection from unreliable clients.
But now, as stay-home orders have made online tutoring the only option, we are getting questions from tutors on how we will handle no shows and late cancellations. Your time is no less valuable, and, as one tutor pointed out when you get a no show, you may have lost the chance to book another client.
So here is our policy and reasoning:
- We are in early days as schools move to online teaching. Many caregivers and parents are still figuring our what resources they need and how they can fit in tutoring services. In some cases several children are sharing one computer. There is also a technology learning curve. Parents may try but find they cannot log into a scheduled online tutoring session. There is no way we are going to charge any client for miscommunications or technological bungling during this transition phase. We therefore ask all our tutors to be extra-patient with our clients as they work through these issues and forgive no shows and cancellations.
- After April 8, it seems reasonable to start being stricter in expecting clients to take responsibility for having their student online and ready to work at the appointed time. After April 8 will we will pay you $10 for any lesson that is a no show or cancelled less than an hour before the schedule time. Payment is conditional on you having scheduled Zoom 24 hours prior to the session and sent the invite to the client by email. In other words, we’d like you to send a reminder 24 hours before each online session, which you may as well send in the form of the Zoom invitation.
- Report a no show by checking the No Show box when you report your hours. Please also let us know by email. If a student or caregiver is not respecting your time; we may tell the agency that we can no longer work with that client.
Why only $10? Mainly because we feel the cost to you is not as bad as when you have driven to the client’s home. And with your students working from home and all activities like sports or dance lessons cancelled, most students should have much more flexibility to schedule sessions. So competition for a particular time slot is not as tough as it would be when you are tutoring in the client’s home. And it’s worth repeating that In-Home Tutors cannot bill for no shows. During this uncertain time, we are painfully aware of our costs.
Let us know your comments on this. Our business depends on happy competent tutors. We really want to be fair to you. We appreciate your understanding during this strange time. Stick with us and we’ll get through it together!
Recent Comments