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.
Wednesday, March 21, 2007
Tuesday, March 13, 2007
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!
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!
Thursday, March 1, 2007
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.
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.
Friday, February 23, 2007
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.
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.
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?
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