The New Family Transition Period
This post will be shorter than the others. The main reason for its brevity is that in essence, there is only one thing you have to do, as a provider, to ensure a smooth transition period in the business side of daycare - be assertive!
There is no other time in a daycare relationship that contract enforcement is more important than the transition period. This time period is every provider's opportunity to set the precedent of expectations. Therefore, it is vitally important that every single aspect of the contract is followed and subsequently enforced. You have a contract for a reason - enforce it!
In order to ease the transition period for myself I always give to parents, once they have signed on to care, a list of developmentally appropriate milestones I EXPECT of their child . In Canada, since a child generally starts care at 12 months of age these include (but are not limited to) being able to hold one's own bottle or sippy cup, be able to function without a soother, be able to self-feed finger foods, be on a nap schedule that mimics that of daycare without assistance at falling asleep.
A few weeks before care begins I get a jump start on the transition period by contacting the family and reminding them of the importance of having their child "daycare ready". I make it very clear that failure to do so will result in a very unhappy child that might not settle in before the probationary period expires.
The first day of care I also ensure that drop off is quick and efficient. I ask parents to enter, remove their child's outer wear and give a kiss, a hug and a "good-bye". Nothing more needs to occur. No crying will facilitate a return by the parent and there are no more "one more hug" situations. If a parent fails to follow this request I will simply take the child, walk away and tell the parent we will see them at the end of the day.
Pick ups should be timely as well. If a parent is EVER late picking up a child at the onset of care please do not fail to enforce your late fees payment. Do not assume that you need to be friendly or lenient at the onset of care. Many providers tend to give a parent the benefit of the doubt due to the nature of a new relationship. I beg to differ. Parents only earn the benefit of the doubt when they have proven to me to be respectful of me and my contract and following the policies after a considerable amount of time in care.
Be assertive. Be professional. Set a standard from day one that you will accept nothing less than parental adherence to every line of the contract. Do this and you will find you have no problem parents.
Next - Back To Basics #5 - Problem Solving
For concerns, advice or suggestions I welcome your email at judytrickett@yahoo.ca
Thursday, July 8, 2010
Monday, July 5, 2010
Back To Basics #3
The Interview
Alright, so, you have your daycare set up and you have advertised and finally you have your first call! Good for you! Before you set up a time to interview with the family you will want to qualify them over the phone first. Here are a few things you need to ensure the family knows BEFORE you set up a time to interview:
• Fees
• Hours you are open
• Location
• Ages you care for
• Time frame the parents need until care begins
Always ensure you confirm these details first. There is no sense in wasting your time in an interview if the parents do not agree on your daily rate or they require care outside of the available hours.
Once you have pre-qualified the family you will want to set up a time for them to visit your home. When setting the appointment make sure that the family knows that you need both of the parents and the child to attend the interview. Never interview without all parties being there. I will talk a bit more about this below in “Red Flags”.
When the day of the interview arrives it is important to clean your house and make it as presentable as possible. Make sure that any pets are crated etc until after the family gets comfortable in your home. Even children who like animals can be frightened by a barking dog greeting them at the door or an overly friendly cat.
Once they arrive greet them and offer them a tour. Generally, I only show potential families those areas of the home that will be used for daycare purposes. Remember, this is still your home and you have to right to have private areas that are off limits to guests.
After the tour offer them a seat in your living room or other comfortable place. Offer then a drink such as coffee or milk/juice for the child. Nearby your meeting area you will also want to have a few toys for the child to play with. Most small children will not want to be away from mommy and daddy in a strange place and they still need to be occupied.
This is the time to go over the contract and forms with the parents. Have a copy for each parent and one for yourself. Go over the entire contract and ensure that they understand it. Also, you do not need to be pushy but if a portion of the contract is not agreeable to the family then you need to let them know that the contract is NOT negotiable. This is your business and therefore your rules.
Once the contract has been covered ask if they have any questions about it. Then move on to explain what your daily routine is like, what meals you serve, if you offer any curriculum etc. It is also important to have a bit of chit chat with the parents to get a feel for them. If there is one lesson to be learned that will keep you happy as a daycare provider it is that you need to get along with the parents. If you feel that their philosophy or personalities conflict with yours then you are better off to let them go and interview another family. Trust me, not following this personal rule will cause you more grief in the end.
Once the formalities are out of the way it is now time to get down on the floor with the child. Sit with the child for a few minutes and play with him/her. Pay attention to their demeanor. Are they very shy, energetic, happy? Do they appear to be developmentally disabled? These are all things you need to be able to pick up on to ensure that the child will be a good fit in your home along with the other children you care for.
Once the interview is over see the family to the door and let them know that you have other interested families (even if you don’t!) and will continue to interview until you have a commitment from them. Also, ensure that they know that a commitment means that they have returned a signed contract and a deposit to you. Until that time you consider the spot to be open.
A few hours after the interview it is a good idea to email the family and let them know you enjoyed meeting with them. Let them know you are available to answer any questions they might have since leaving.
Red Flags!
In any situation it is a good idea to be able to identify any unusual things or ‘gut’ feelings that do not sit well with you. Daycare Providers call these “Red Flags”. Your ability to pick up on these things during the initial phone call or interview is important to your business running successfully. Here are just a few of the red flags that you should watch for:
• Daily Fees – Parents who voice dissatisfaction with your rates will be a problem. They will constantly try to nickel and dime you throughout care. They will never see the value in what you do and you will be constantly under-appreciated. Should you encounter this in either the phone or personal interview you know what you should say........................NEXT!
• Hours – Never fall for the…"Is it okay if we are late once in a while due to traffic etc?". I will translate this for you…. "What we are really saying is that we think that we really won’t be able to pick-up our child within the hours you are working so we will often be late". Trust me, this will turn into a habit and before you know it you will be working for free a half hour later every day. If a parent can not work within your business hours they are not the family for your daycare. NEXT!
• No-Show Child – If parents do not bring a child to the interview this is a deal breaker. Refuse to conduct the interview without the child. This usually means that the child is either misbehaved or has a disability. There is nothing wrong with a child with a disability but you need to know this ahead of time. Not all providers are equipped to deal with special needs kids.
• No-Show Parent – If only one parent attends then that parent does not benefit from the information first hand. You will run into problems later when that parent "Just didn’t know".
• Late for Interview – When families arrive late for an interview this should tell you something about them. First, they are inconsiderate of your time and they have a problem with time management. This will become a habit and if you accept them you will either be waiting around for the family to arrive each morning so you can start your day or you will be working late each evening.
• Late Starter – When parents tell you that their 11 month old is still exclusively hand fed or rocked to sleep you need to take these things into consideration. At this point you need to ensure that the parents ready their child for daycare or you will pay the price for them not introducing developmentally appropriate stages. Have with you a list of goals and abilities the child must possess to be daycare ready. Hand this item to the parents and make it clear that before the child starts care certain developmentally appropriate goals must be met.
• Negotiators – Parents who want to negotiate any part of the contract are a huge red flag. These parents want a contract that is tailor made to suit them and are not taking into consideration that you are running a business. Your contract should be YOUR contract. It is NOT negotiable.
• Only Child Complex – Parents who expect you to only care for their child or expect you to offer special attention to only their child. These types of parents are unrealistic and do not understand your job. In many cases you will need to care for more than one child to earn a living. Also, although all children in daycare receive your love and attention it is impossible to lavish one child with all the attention or it will mean neglecting another. Pass these families by and suggest they hire a nanny instead.
• The Non-Sleeper – If a parent ever tells you that their child does not nap you should RUN! All small children need nap time. If they are not getting naps at home it is an indication that the parents are not setting a sleep schedule and ultimately you will pay the price for it. Children who do not nap when it is age appropriate will be cranky and hard to deal with. Also, as a provider the only break you will get all day is during nap time. If a child is not napping you are working as long as ten hours without a break.
Final Words
For concerns, advice or suggestions I welcome your email at judytrickett@yahoo.ca
Alright, so, you have your daycare set up and you have advertised and finally you have your first call! Good for you! Before you set up a time to interview with the family you will want to qualify them over the phone first. Here are a few things you need to ensure the family knows BEFORE you set up a time to interview:
• Fees
• Hours you are open
• Location
• Ages you care for
• Time frame the parents need until care begins
Always ensure you confirm these details first. There is no sense in wasting your time in an interview if the parents do not agree on your daily rate or they require care outside of the available hours.
Once you have pre-qualified the family you will want to set up a time for them to visit your home. When setting the appointment make sure that the family knows that you need both of the parents and the child to attend the interview. Never interview without all parties being there. I will talk a bit more about this below in “Red Flags”.
When the day of the interview arrives it is important to clean your house and make it as presentable as possible. Make sure that any pets are crated etc until after the family gets comfortable in your home. Even children who like animals can be frightened by a barking dog greeting them at the door or an overly friendly cat.
Once they arrive greet them and offer them a tour. Generally, I only show potential families those areas of the home that will be used for daycare purposes. Remember, this is still your home and you have to right to have private areas that are off limits to guests.
After the tour offer them a seat in your living room or other comfortable place. Offer then a drink such as coffee or milk/juice for the child. Nearby your meeting area you will also want to have a few toys for the child to play with. Most small children will not want to be away from mommy and daddy in a strange place and they still need to be occupied.
This is the time to go over the contract and forms with the parents. Have a copy for each parent and one for yourself. Go over the entire contract and ensure that they understand it. Also, you do not need to be pushy but if a portion of the contract is not agreeable to the family then you need to let them know that the contract is NOT negotiable. This is your business and therefore your rules.
Once the contract has been covered ask if they have any questions about it. Then move on to explain what your daily routine is like, what meals you serve, if you offer any curriculum etc. It is also important to have a bit of chit chat with the parents to get a feel for them. If there is one lesson to be learned that will keep you happy as a daycare provider it is that you need to get along with the parents. If you feel that their philosophy or personalities conflict with yours then you are better off to let them go and interview another family. Trust me, not following this personal rule will cause you more grief in the end.
Once the formalities are out of the way it is now time to get down on the floor with the child. Sit with the child for a few minutes and play with him/her. Pay attention to their demeanor. Are they very shy, energetic, happy? Do they appear to be developmentally disabled? These are all things you need to be able to pick up on to ensure that the child will be a good fit in your home along with the other children you care for.
Once the interview is over see the family to the door and let them know that you have other interested families (even if you don’t!) and will continue to interview until you have a commitment from them. Also, ensure that they know that a commitment means that they have returned a signed contract and a deposit to you. Until that time you consider the spot to be open.
A few hours after the interview it is a good idea to email the family and let them know you enjoyed meeting with them. Let them know you are available to answer any questions they might have since leaving.
Red Flags!
In any situation it is a good idea to be able to identify any unusual things or ‘gut’ feelings that do not sit well with you. Daycare Providers call these “Red Flags”. Your ability to pick up on these things during the initial phone call or interview is important to your business running successfully. Here are just a few of the red flags that you should watch for:
• Daily Fees – Parents who voice dissatisfaction with your rates will be a problem. They will constantly try to nickel and dime you throughout care. They will never see the value in what you do and you will be constantly under-appreciated. Should you encounter this in either the phone or personal interview you know what you should say........................NEXT!
• Hours – Never fall for the…"Is it okay if we are late once in a while due to traffic etc?". I will translate this for you…. "What we are really saying is that we think that we really won’t be able to pick-up our child within the hours you are working so we will often be late". Trust me, this will turn into a habit and before you know it you will be working for free a half hour later every day. If a parent can not work within your business hours they are not the family for your daycare. NEXT!
• No-Show Child – If parents do not bring a child to the interview this is a deal breaker. Refuse to conduct the interview without the child. This usually means that the child is either misbehaved or has a disability. There is nothing wrong with a child with a disability but you need to know this ahead of time. Not all providers are equipped to deal with special needs kids.
• No-Show Parent – If only one parent attends then that parent does not benefit from the information first hand. You will run into problems later when that parent "Just didn’t know".
• Late for Interview – When families arrive late for an interview this should tell you something about them. First, they are inconsiderate of your time and they have a problem with time management. This will become a habit and if you accept them you will either be waiting around for the family to arrive each morning so you can start your day or you will be working late each evening.
• Late Starter – When parents tell you that their 11 month old is still exclusively hand fed or rocked to sleep you need to take these things into consideration. At this point you need to ensure that the parents ready their child for daycare or you will pay the price for them not introducing developmentally appropriate stages. Have with you a list of goals and abilities the child must possess to be daycare ready. Hand this item to the parents and make it clear that before the child starts care certain developmentally appropriate goals must be met.
• Negotiators – Parents who want to negotiate any part of the contract are a huge red flag. These parents want a contract that is tailor made to suit them and are not taking into consideration that you are running a business. Your contract should be YOUR contract. It is NOT negotiable.
• Only Child Complex – Parents who expect you to only care for their child or expect you to offer special attention to only their child. These types of parents are unrealistic and do not understand your job. In many cases you will need to care for more than one child to earn a living. Also, although all children in daycare receive your love and attention it is impossible to lavish one child with all the attention or it will mean neglecting another. Pass these families by and suggest they hire a nanny instead.
• The Non-Sleeper – If a parent ever tells you that their child does not nap you should RUN! All small children need nap time. If they are not getting naps at home it is an indication that the parents are not setting a sleep schedule and ultimately you will pay the price for it. Children who do not nap when it is age appropriate will be cranky and hard to deal with. Also, as a provider the only break you will get all day is during nap time. If a child is not napping you are working as long as ten hours without a break.
Final Words
At the end of every interview make it abundantly clear that you will continue to advertise and interview with other families until the daycare space is committed to by one family. Let every family with whom you interview know that you consider a space taken when you receive back from the parents the signed contract and all deposits.
And remember - YOU are interviewing THEM just as they are interviewing YOU. The daycare providers accepts families into care - not the other way around.
Tomorrow - Back To Basics #4 - The Early Days Of New Clientele - AKA - Transition Days.
For concerns, advice or suggestions I welcome your email at judytrickett@yahoo.ca
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