Developing an Effective Makeup Policy

Makeups!  Every private lesson teacher’s favorite subject. For as many different studios that are out there, there are equal variations of makeup policies. Some teachers are extremely strict, giving no makeups for any reason.  Others are very lenient, allowing students to come and go as they please and working with anyone’s schedule.

Clearly, makeup policies are not a one size fits all commodity, so I will not attempt to pretend that one philosophy is better than another.  Instead I will share with you some policies that are proven to work and some that don’t. Hopefully you will find the information useful in developing a policy that works for you!

What Works?

1. Having a clear policy, no matter it’s level of leniency always works, but you have to be consistent in enforcing it!  Will you make everyone happy? Of course not, but consistency and fairness centered around treating all your students that same always works.  
   
2. Remaining professional and courteous always works. Even when enforcing your policy makes someone upset, remaining courteous and professional will likely lead to the client having a better understanding of where you are coming from and why your policy must be enforced.
   
3. Having your policy in writing works. I highly recommend having a written studio policy. Post it in our studio, on your website, etc.  It’s also a good idea to hand students/parents a copy at the first lesson just to reiterate that your policy is serious.
   

What doesn’t work?

1. No policy. This can leave things very ambiguous.  It only leads to confusion on the part of your clients and just causes headaches for the teacher.
   
2. Making exceptions to your policy.  In people management, this is the “what I do for you, I have to be willing to do for everyone” policy. Exceptions lead to more exceptions.  
   

Examples of effective policies

1. No makeups for student absences.  No really, this works!  But you have to be strict and diligent about enforcing it. This works best for established teachers with waitlists.  IF you are just starting out, this may not be the best way to start.
   
2. Makeups with notice given in a certain timeframe.  Many teachers have a 24 hour policy.  If you can notify them 24+ hours in advance they can makeup or reschedule.
   
3. No makeups, but credits given.  This is actually my policy.  I’m so busy, I can’t arrange makeups, but with reasonable notice, I’ll give them a lesson credit.  
   

3 Keys to a successful makeup policy.

1. Put it in writing. This is in essence a private lesson teacher’s refund policy. No business would operate without a written refund policy, you shouldn’t either.
   
2. Acknowledgment. Client acknowledgement of the policy is key to easily enforcing it.  Either have a sheet that requires a signature, or get some other kind of written acknowledgment of the policy (i.e. email.)
   
3. Enforcement.  This is people management.  You must find a way to be comfortable with policy enforcement.  It will take some work at first, especially if you have been really lenient, but it will pay off, I promise!  
   

What works for you?  Please share in the comments below.