Barbara Bruno (Ocala)

Dear Mr. Graden,
What is the best way to handle a situation in which a student or student's parent comes up to me before class and casually announces that "Johnny is just not interested in attending classes anymore and so we are going to cancel our membership."
Or, "We have so many expenses this month with Christmas and everything, so we are going to cancel for right now. Maybe start back up in the future."
Or, " Suzies teachers are really loading her up on homework, so we are going to have to stop her taekwondo lessons."
This usually happens right as I am getting ready to teach the class and I feel like a deer caught in the headlights. I mumble something like "I will have to look into it," or something similarly lame, Meanwhile losing my own focus to summon up the energy and excitement to instruct for the next hour as I wonder how they could so cavalierly quit! And they signed a contract for a certain amount of time!
So, I guess my question is what is a good immediate response, and what is the best way to handle their requests? Just cancel their contract like they wish?
Or do I remind myself that my phone company or gym I belong to does not seem to want to allow the same luxury of quitting without repercussions to me.
Thanks for your advice.

Mike Drouillard (Windsor)

I think you have two separate issues here

1) what do i do about people wanting to quit when they have a contract
-> I'll let the businessy people handle that one - i don't use contracts.

2) what do i do about people trying to talk to me just before class about something that i simple don't have time form at that moment.
-> That's much simpler - especially if handled right from the get go. First do you have a set time (not necessarily the same every day - actually better if you have different time each day) set aside for student/parent conferencing? - if not i suggest you do then a simple response is something like "Ok that sounds serious come and talk to me at/on ... and we'll see what we can workout"
If you don't has a set time for that then have your day book always with you and immediately make an appointment for them.

Each of the excuses listed needs a different approach to keep the student but the most important thing is you don't have time right then and let that be known.

Have the parent and the child come together to the cancellation appointment and discuss the specifics with them when you have time to understand thier point of view and time to think of ways of keeping them

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