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.
Friday, February 23, 2007
Monday, February 19, 2007
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!
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!
Tuesday, February 13, 2007
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?
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?
Monday, February 5, 2007
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?
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?
Sunday, February 4, 2007
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.
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.
Saturday, February 3, 2007
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.
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.
Friday, February 2, 2007
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.
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.
Thursday, February 1, 2007
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.
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.
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