A parent called our office today and asked what our refund policy was. She explained that her 6 year old son didn’t like our once-a-week after school program where he and 14 other 1st and 2nd graders played soccer and made fun snacks.
A child may not like a program for any number of reasons; he doesn’t like someone in the class, she doesn’t like the instructor, he doesn’t like the activities, she’s being bullied, the instructor spoke sternly with him, he wasn’t chosen for the right team, she feels nonathletic compared to the other kids, he doesn’t know any of the other kids, she would rather be at home playing with her new puppy, and on and on. So first I wanted to find out why he didn’t like the class.
“What doesn’t he like?” I asked.
“He just doesn’t enjoy it. He didn’t really say why,” she replied.
My response, “It’s our policy that we don’t give refunds after the session has started. I suggest he give it one more try. The first day can be a little overwhelming.”
I thought about what I had said after she agreed to encourage her son to give it one more go. “The first day can be a little overwhelming.” Of course it can. Kids are starting a new program. They don’t know where to go or what to do. Many times instructors, having run the classes many times, almost expect the kids to magically know what is expected of them.
Imagine being 6 years old and going into an after school program, possibly the first one you’ve ever been to, where you might or might not know other kids.
You look around to see if you know anyone and the instructor starts telling everyone to sit down, or get in a circle or whatever.
Your stomach turns.
You wonder if the other kids can play soccer because you’ve never played it and don’t know what the rules are. Will you be laughed at?
How about the snacks? You don’t like some foods. Will they make you eat celery? You don’t like celery.
This is not your regular classroom. Will your mom know where to pick you up?
Is the instructor friendly? She doesn’t look too friendly.
It’s all kind of scary.
Make sure that first day is special…magical even. We may consider the parents to be our customers since they pay the registration fees, but if the kids don’t like what’s going on, they will let their parents know, and you may not see that child at any of your other programs, ever again.
Start Things Off Right
On day one your instructors should greet each child individually, asking the child his or her name and telling the child what their (the instructor’s) name is. The instructor should let them know that they are very pleased to have them in the class.
Then the children should be paired up. It’s much better to have a buddy to share the first day with then going solo. Have the kids play a buddy game. Even something as simple as rock, paper, scissors will break the ice.
From there the instructors should let the kids know exactly what they will be doing on that day. No surprises. Everybody feels more comfortable when they know what’s happening.
Those tips should get the group started on the right track. The more the kids enjoy the experience the more programs they’ll want to be a part of.
Parents want their children to be happy and if they see that you’re able to give their child a joyful and enriching experience it’s safe to say they’ll register their children for more of your programs.
I love the use of the word “magical” to describe how the first day should be. I try to remember what it’s like to be a kid going to a new place. Scary is right. Good post.
Do you charge for cancellations? When a parent calls to cancel we will usually refund them a pro-rated amount but we charge a cancellation fee.