Story 16 - Parents who delay payment?

Sometimes, we often encounter cases where tutors get dismissed after the first lessons. Some are sacked because they performed under expectation while some were rejected because there was a lack of communication between the tutor and the parents/student. Whatever the reason, in most scenarios, the tuition coordinator would embark on the search for a replacement tutor.

Logically, till the time you find a replacement tutor, the parent would usually owe the tuition fees for the previous tutor unless they had paid right on the spot. Some parents are really nice and pay off immediately as they understand we have to answer to the tutors. However, some would be less sensitive and delay till the tutor starts chasing the debt.

It could have been past 1 or 2 months and the parents not yet settled the tuition fees. Thus, the tutors start coming to the tuition coordinators and the coordinators had no choice but to remind the parents of the unpaid tuition fees.

To avoid trouble, some pay up immediately while some continue to delay till the tutor was impatient and went up to the parents directly, bypassing the tuition coordinators. As a result, the tuition coordinator was badly reprimanded by the parents and the parents boycott the tuition coordinator since then.

I am pretty sure, quite a number of tuition coordinators haev encountered such problems before. What I can comment is that, perhaps the part where we did wrong would be forgetting to constantly remind the parents or to hold back the tutor. Otherwise, I find that we are pretty innocent to bear all the blame. So tuition coordinators out there, do take note if there are any pending tuition fees unsettled. If there are, resolve the issue as soon as possible before trouble brews. Good luck to all and persevere till the end!

Story 15 - Tutors or parents who delay your time?

Dear tuition coordinators, have you ever felt that there will always be tutors or parents who tend to waste your time? For me, I have often felt so. On advertisement days, I will often receive two types of calls. One would be to enquire about the hiring of private tutors and the other would request us to search for a private tutor.

For the latter, I would get the necessary details and embark on the search of a suitable candidate and after some time, get back to the parent. Out of which, there is only 50% chances that I will actually close the deal successfully. Here are a few reasons why:

1) Other agencies provide better tutors or tutors who charge lesser.
2) The parents decided not to get a tutor after much consideration like time arranging and costs.
3) The students do not have the parents' permission to hire the tutor.

I believe the above scenario is familiar to many and it does not feel nice when you go all out and face rejection in the end. On the other hand, there are tutors who tend to take up your time when they keep questioning about an assignment then decide not to take it.

Frustrating as it is, let us learn the skill of tolerance as we continue in this career path. All the best to fellow tuition coordinators and hang in there. Continue to give in your best so as not to let yourself down.

Story 14 - Lonely tuition coordinators

Many people have the perception that tuition coordinators work individually because they are fearful of their own clients being snatched away by other coordinators. However, tuition coordinators should work hand in hand instead to secure clients by their side. Why is that so?

Imagine having many allies whom you can rely on to get tutors for your clients. How would that feel? Indeed, there might be a chance that your client then becomes loyal to your co-broke partner in future but it can be the same for you too! Just like you refer clients to your partners, so will your partners refer clients to you. In fact, yout clients will even be touched that you have their interests at heart and they end up becoming your loyal clients for long.

Now, imagine having many other coordinators ally against you. Do you feel even more threatened because the chance of losing your client is even higher? Facing the many other choices that the opponents provide, how confident are you of servicing the parent well?

From experience, I can say that co-broking is a win-win situation because both parties stand to gain. Moreover, it does not harm to have more allies than enemies so tuition coordinators really should learn to work hand in hand.

To add on, it is lonely to work as an individual, especially when you have many cases on hand and there is no one to share the workload with you. You might get lots of commission but it can never replace yor health and time. Tuition coordinators out there, do take some time to ponder, what is it that you want to achieve in this career?

Story 13 - A gentle reminder for tutors

When I first started out as a tuition coordinator, I kept hoping for an assignment to come soon. When the first one finally came, the next thing to do was to find a suitable tutor to send down for lessons. Soon, I received a few more assignments and it was at that time when a problem cropped up.

One of my tutors who was supposed to have tuition on a particular day, did not turn up at all for tuition. Of course, the parent was boiling mad because the tutor did not make a single call to explain himself. It was only when I called up the tutor that I realised, he had gotten the tuition day wrong.

Since then, there had been a few more similar cases, only that the tutors got the timing wrong. In fact, there were some who went to the wrong place because they got confused which parent was which. It then struck me that there had to be something done and it had to be done- fast. Thus, I decided to send gentle reminders to tutors to ensure that they can go down for lessons smoothly.

Initially, some were negative because they felt we thought they were forgetful. However, it was no harm to send out a gentle reminder and so I did not take their comments to heart. Luckily, majority of the tutors appreciate our reminders for there were some really forgetful ones. It certainly feel good when the tutors actually thank you for those simple reminders.

So for tuition coordinators out there, do send reminders to tutors regarding their tuition lessons, for it will benefit yourselves and the rest.

Story 12 - A need for updated profiles of tutors

Recently, I was searching for a full time tutor when something struck me. Out of the many calls that I had made, some of the tutors were no longer giving tuition. In fact, they sounded pretty irritated when we called them up, as if we were harassing them for nothing. Also, there were circumstances where the tutors had actually converted from full time tutors to part time tutors and vice versa.

As a result, those who are now part time would assume that we are ridiculous to require them to give tuition during working hours. Meanwhile, those who are now full time tutors would complain that we never bother to give them a ring when there are assignments. Through these few incidents, I realise that there is an urgent need for the tutors to update their particulars in their database.

Honestly, what is the use of a database if you have to ask every question you need to know about the tutor? I am certain that by the time the phone call ends, both parties would be quite tired from all the asking and answering. Troublesome and maybe even irksome, isn't it?

Of course, in order to have updated profiles of tutors, both the tutors and tuition coordinators have a part to play. Tutors would have to be diligent enough to do constant updating, example, a change in contact numbers or a change in status, etc. Tuition coordinators, on the other hand, should send out reminders in case the tutors are so busy that they forgot about updating.

This way, with the cooperation of both parties, we can prevent making unnecessary calls and not result in two unhappy parties at the end of the phone. I hope this entry will be beneficial and set as a reminder to all other tuition coordinators. Thank you.

Story 11 - When a tuition coordinator falls ill

As we all know, tuition coordinators are also human beings and there will definitely be times when they fall ill. Have you wondered, what exactly happens when these coordinators take leave? Curious? Then, allow me to share with you my experience for the past few days.

For these two days, I took medical leave as I was still sick from fever and cold. During these two days, there were incidents which took place that delighted me while there were also some which darkened my day.

What made me upset was a parent calling to complain about a tutor not turning up for lesson. I expressed my apologies and listened on as the parent proceeded to talk about the tuition fees. At that point of time, I was feeling rather absurd because the parent did not clearly explain who she was. Eventually, I actually had to flip through my data before I realised whom she was. Well, perhaps you might call it the grumpiness of a patient but I guess we have to sympathise the tuition coordinators at times as well. Especially when they cannot get a good rest because of a case cropping up.

On the other hand, there was a parent who truly touched me by the concern she expressed. Due to some reason, her tutor had to be replaced urgently and thus, she came looking for me. However, upon learning that I was sick, she rushed me off to rest immediately and told me to put the search for tutor on hold. How kind of her! Honestly, she could have gone off to another agency but she chose to wait for her tuition coordinator to recover and service her. It really touched me and I was so grateful that I went finding the replacement tutor despite being sick. The power of gratitude!

Lesson of the day: Appreciate others for their efforts put in whatever they are doing and you will receive the best service in return.

Story 10 - Parents who backed out

Previously, we mentioned about tutors who backed out from assignments at the last minute. As a result, coordinators were unable to close the cases successfully. Of course, this is only one scenario which may result in the failure of cases. Another scenario would be the backing out of parents at the last minute.

Just recently, I lost a few cases when parents backed out at the last minute, even after we had settled every detail for the arrangement of the first lesson. This is definitely very common but as a tuition coordinator, how would you feel at this point of time? Disappointed? Irritated?

For me, I would say it is a mixed feeling of both. Since I entered this career, I always believe that tuition coordinators will put in their heart to service the parents. Often, it does not take a few but many calls to actually get the right tutor for the parents. Then, there would be alot of convincing to take place, especially if the parents called many agencies.

Eventually, the parents get back to the tuition coordinators to arrange for the first lesson with the tutor. Everything had seemed to fall into place nicely when suddenly, the parents dropped a bomb on you. After much consideration, they decided that the tutor is not suitable because of the timing and therefore, they wished to cancel the lesson.

How disappointing, you thought silently to yourself. At that instance, it seemed like all the hard work had gone to waste totally. Not to forget, a drain of energy as well. However, brace up, fellow tuition coordinators! For your good service provided, the parents are bound to return to you. If not this particular parent, another will because you never know who is referring whom to you! Stay optimistic and strive hard!

Story 9 - Cunning tuition coordinators

Although belonging to the same occupation, tuition coordinators from different agencies actually see their competitors as their greatest enemy. This time round, I would share with my readers a saddening experience that I encountered some time ago.

Just a week ago, I was searching for a tutor for my client when I received an sms saying that he is keen to teach. As the assignment is quite rare, with lesson frequency of once in a fortnight, I asked for only a few details from him before closing the case. The details I requested included the number of years of experience he has in giving tuition, the levels and subjects he has taught before, and also if he currently has any student of the same level. After these details were sorted out, I messaged him the address, timing and date of tuition. For play safe, I passed him the contact number of the parent as well. Of course, tuition coordinators will only do this with the permission of the parent.

I was so happy that I can clinch the deal when I suddenly realised something horrible. I forgot to ask for the tutor's name! Indeed, it was careless of me to have missed out on this detail and thus, I tried to call the tutor back to check. However, after two very long rings, I was actually diverted to a mobile number which was no longer in service. I was so worried that I attempted to inform Blue after the disppearance of the tutor.

At this point, it became very clear to me that the tutor had been poaching from me! This goes to show, the tutor is actually an agent himself. How despicable to have to resort to such low stoop tricks! For our agency, we would definitely not do such a thing because we believe that it would not benefit us at all. Furthermore, it is really unfair to the agent who has been working on the case for so long.

Conclusion of the day: As tuition coordinators, I would wish to see everyone getting along well because there might always be partnerships established between two agencies. Therefore, we should all be in the open and close cases base on our capabilities. I believe, with sincerity, we can definitely move the hearts of the parents to engage our services.

Story 8 - Tutors/Parents who do not reply

Dear tuition coordinators, have you ever encountered such a situation before: You found a suitable tutor after putting in loads of effort only to realise that you cannot get in touch with the parents. By the time you managed to contact the parents, they have already engaged the services of another tuition coordinator. How wasted!

Now, if it was just the parents alone who do not reply, the tuition coordinator is considered to be a lucky one. This is because I have also experienced before, the feeling of being ignored by a tutor. Of course, I understand that sometimes, when tutors do not reply, it could probably be that they are still having lessons. However, some of them do not reply at all, not even a sms, at the end of the day! At times, I really do wonder, does it really harm to sms a simple reply of either yes or no? Nonetheless, tutors still continue to get back to you only when it is too late. As a result, you fail to clinch the deal and end up disappointing the tutor.

Therefore, I hereby call out to all parents and tutors to kindly reply the poor tuition coordinators as fast as possible. Just like parents/tutors requesting for our efficiency, we would also need a prompt reply from parents/tutors to proceed on with our work. Thus, next time when you receive a sms/call from the tuition coordinator, please get back to her as soon as possible. With that, I will end here.

Thank you for taking your precious time to read through this blog entry.

Story 7 - What happens when it is festive season?

In the blink of an eye, Chinese New Year has arrived and everyone seems to be in a pretty good mood because of the festive season. The same goes for us tuition coordinators as we take a break from our hectic working schedule. On New Year eve, you sit around the dining table, enjoying your reunion dinner with your loved ones when suddenly, the phone started ringing. You answered the call and realised that it is a concerned parent looking for a tutor. Thus, you decided to put aside your meal and service this parent. More calls then started pouring in and they are calls either from tutors or parents. "Oh dear, is the break over for me?" you thought silently to yourself. Eventually, the phone calls ceased and you are back to your peaceful rest.

As the clock struck twelve, you hear people around you rejoicing at the arrival of Chinese New Year. You smile to yourself thinking, "This is a whole new beginning. Be it for relationship, career or anything else." You are full of hope for the future lying ahead and truly basking in the joy of this festive season. Morning came and you left your home for house visits. In the midst of visiting, calls came in again and they started to get on your nerves. By the time the next call comes in, you were obviously not in a good mood to begin with. You spoke into the phone in a slightly rude tone and something delights you on the other end of the phone. The call had been a greeting from a parent you had once serviced. How sweet of the parent! Then, a few more greetings arrived from some other tutors and parents.

Indeed, there are coordinators who rest during festive seasons. However, there are also some who stand by even on festive seasons. What will touch their hearts, are actually just simple well wishes or greetings from parents or tutors. Afterall, who will not, be delighted by encouragements? With this, I hereby wish all the tuition coordinators, parents and tutors, a Happy Chinese New Year!

Story 6 - Parents who do not pay

Here is an apology to all readers for the late update because I have been trying to collect back commissions from parents. As tuition coordinators, I believe many must have experienced delayed payments from parents and having to chase them for the commissions. Sometimes, having to chase after debts is quite a chore because of two likely scenarios that might happen.

1) We offend the parent unknowingly through a gentle reminder sent to them. Example, some may feel that we are trying to imply they are running away with our commission. Being in the service industry, relationships with the parents are important and we must constantly be aware if we could be saying the wrong thing through a slip of tongue.

2) Due to fear of offending the parents in any way, some may choose to wait for parents to recall the payments and send the cheques back to them. However, there will always be times when parents are tight up with work and forget all about the commission. The poor coordinators then either have to wait very long for the payment or forfeit the payment. Usually, tuition coordinators would hold on to the last strand of hope that payment will arrive soon.

Since we are on the topic of collecting commission, let me share with you a really bad experience of mine. Last year November, a parent called me to request for a tutor to teach two very young children. We sent one down and within a few lessons, the parent called to complain and asked for a change. We replaced the tutor immediately and lessons went smoothly till the second tutor called me up to inform she would like to terminate the lessons.

What happened was she had to travel from house to house for this family because lessons would be held at different places on different days. What was tiresome for the tutor was that the parents do not inform her beforehand. Thus, she would only know the exact location when she reached the house. For this case, she deserved to be paid for the lessons she had taught. Now, the issue is, the parent has not yet paid, till now, even after numerous reminders from us. In fact, the parent has assumed another identity, just to avoid the payment. For such a scenario, what should be done?

Story 5 - Tuition coordinators/tutors who lie?

This entry is definitely familiar to many tutors and tuition coordinators. Think about it, have there been times when you are tempted to lie so as to close the case/get hired by the parent? For me, the answer is simply yes. Most of the time, parents will request for experienced tutors but sometimes, it is really difficult to find one that fits the bill nicely. The tutors who are experienced might not be satisfied with the rate or are willing to travel the extra mile. On the other hand, the tutors who are keen to take up the assignment have either no experience or little experience. At this point of time, you would probably be thinking to yourself, "How about just exaggerating about the years of experience the tutors have actually?"

Of course, another side of you would be trying to abolish this thought because it is not the right thing to do. So which side emerges as the final winner is dependable on your determination to resist the temptation. I understand it is hard to resist sometimes but I always make sure I do because I believe in trust between the coordinators and parents. Also, there is always the risk of being found out by the parent and you might have just successfully destroyed the good image in the parents' mind. Lying might enable us to close case/get hired more easily but I would rather not take this risk because honesty is our best policy. Do you agree?

Story 4 - Tutors backing out/running away

"Yes, I am very interested to take up this assignment." Isn't this a delightful statement to a tuition coordinator? Especially when this means you no longer have to search high and low for a tutor? You then arrange for the tutor to go down for an interview/first lesson and to which, the parent called to inform you the tutor did not turn up. When you asked the tutor why, all he/she can say is, "I am too busy to commit."

How contradicting from the keenness shown previously. Well, this is not the worst scenario a tuition coordinator has to face. What is worse is actually tutors who go missing after the first lesson. Then, to avoid calls from tuition coordinators, they will reject your calls so you cannot get in touch with them. In the end, you have to appease the parents and start your search all over again. "A waste of time and effort", you thought to yourself. For me, it is not just about that but also the destruction of trust we placed in that tutor.

Of course, I have also encountered cases where tutors can't be contacted the moment you tried to finalise details. Often, many will tell me that tuition agencies con the tutors of their money and thus, they fear working for agencies. However, coordinators are also worried that tutors will back out/run away at the last minute. So who actually fears who? Take the time to wonder.

Story 3 - Unreasonable parents

This story is actually provided by my partner, Blue.

Here is how the story goes: Recently, he found a tutor for a pair of parents and after the first lesson, the child has actually commented that he likes the teaching method of the tutor. Lessons went smoothly till the fourth lesson which the tutor cancelled because she would be really late. The enraged parents called up my partner to complain about the tutor not keeping to her promise. He got in touch with the tutor and found out that this was the only time since her past assignments and what actually happened was she cancelled the lesson due to responsibility. Do take time to ponder, if you have to delay your lesson almost 3 hrs later and it would be late at night, would you postpone it or cancel it?

For me, I would do the same as the tutor - cancel it. This is because I feel that the child would probably be tired late at night and the lesson would not be as effective as it was intended to be. My partner, Blue, then called back the parents to explain about the situation. The parent then expressed that they do not wish to pay the tutor for her lessons since she did not keep her promise. However, the parent had actually promised to pay for the first lesson. So who is not keeping the promise now? During the talk with the parent, the parent even commented that the tutor is lousy. That was why my partner was so annoyed with the parent and told me this story.

Perhaps both parties are at fault but I feel that the tutor deserves her pay for the efforts she has put in for the previous lessons. Is it really true that one bad lesson will erase the impression built from the good lessons? This is so saddening.

Story 2 - Thanks for your efforts!

As promised, this entry will be about the pleasant encounters of a tuition coordinator. Ever been to a restaurant and tip the waiter/waitress for his/her good service? Yes, tuition coordinators need tips once in a blue moon as well to keep their morale and spirit up high. Except that our tips are in the form of testimonials and simple thank yous from parents. There was once when I called a parent to find out how was the tutor at the 1st lesson. To which the parent replied with delight, "Thanks Red, my child likes the tutor very much. Thanks for asking too." That was all it took to brighten my day despite the many problems which followed.

Actually, as a tuition coordinator, I do not ask for much. All I wish for is some appreciation shown for my efforts at times. Indeed the commission should be my reward but how about those times when we are unable to service the parent well enough? No job is too easy and this is the case for tuition coordinators as well. However, with a little motivation every now and then, we will hang in there to extend our services to the masses. Thank you.

Story 1 - A change of tutor please

"Hello, may I speak to Red please?" "Yes, this is Red, how may I help you madam?" "Remember the tutor you recommended me previously? She came yesterday and she's no good. I want a change of tutor." The call ends here. Does this scenario sound familiar? Indeed, this happens to us coordinators all the time. Some may feel that this is something good because it would mean being able to draw commission again. On the other hand, this can be really some bad news, especially if you actually do not have any replacement in mind. Thus, the search begins and as usual, to no avail. However, when lady luck shines on you, miracles do happen.

For assignments which have been pending for a while without a tutor, tutors are now streaming in to assist the students. They are just like the gifts sent down from heaven. If you happen to be down on luck, then what is likely to have happened would be the parent telling you she/he has gotten another tutor. This seems so saddening for coordinators, doesn't it? Indeed, life of a coordinator is full of ups and downs and for the next entry, I will be blogging about the nice encounters I have met in this career path. As the saying goes, whatever goes up will eventually come down. Therefore, I remain undaunted by the challenges put forward to us coordinators and I will persevere till the end.