OPEN DOOR POLICY/1 MINUTE RULE

We’ve implemented an Open Door Policy for the safety and well-being of our Students. We ask that all teachers leave their door open in between lessons. We are liable for the Student - so if a teacher does not text the main number, the parents will assume we have them in good care. Texting the main line in 1 minute ensures that we contact the parents ASAP since since things can go south quickly as in the following real-life episode:

There was a situation where the Student was waiting outside a teacher’s room at the lesson time, but the teacher did not open the door or even attempt to look in the hallway for the Student. The Student had knocked on the door, but the teacher did not hear it and was finishing up a personal phone call (we later found out) that he took in between lessons and never opened the door. The Student walked out of the building and proceeded to walk up the block to search for her mom’s car. The teacher didn’t alert us that the student never showed! So when the mom came back at the end of the lesson time to pick up her daughter - the little girl was nowhere to be seen. After driving around the block we found her (THANK GOD). We consequently had to let the teacher go because the child was entrusted in his care for the duration of the lesson time. We can’t have that liability again and it is grounds for immediate termination - our Student’s safety comes first.

It is the teacher’s responsibility to TEXT the front desk staff at (949)328-1131 to let them know when a Student doesn’t show in 1 minute. Why text and why 1 minute? Here are a few reasons:

  1. The Staff might not receive your text right away. Admist all the calls, texts and customers stopping by the front desk - sending the text early ensures that it will be addressed soon.

  2. One of our Staff at either location will be receiving your text and will immediately text and call the parent. Even though you teach in San Clemente, the text may be received by the front desk staff in Carlsbad and vice versa.

  3. It is important that you text so that we have documentation.

  4. Most Students live near the studio and can get to the studio in 5-10 minutes if they have forgotten that it is lesson day.

  5. Sometimes we discover that the Student was waiting in front of the wrong room - this happens frequently in the case of trials or makeup lessons with different teachers. Students are used to going to their regular teacher rooms as a habit, and forget to check the room number for the one-time makeup lesson with a different instructor. Many times, the students are waiting in the lobby or they are lost. If the Student does end up showing up - text the front ASAP so that the staff can let the parents know that their child is safe and at lessons! Constant communication shows that we care.

  6. Some parents will demand a makeup for the lesson even though it is a no-show. Contacting them as early as possible gives them no excuse to hop on Zoom last-minute, since a button to Zoom will pop up automatically for every student 15 minutes before the start of every lesson. There any no annoying links or passwords to deal with. If they can’t come in or Zoom - Students have the option of receiving a video lesson.

  7. Constant communication and updates shows the parents how much we care. We would all want to be told if our child doesn’t make it to lessons on time, right?

Here are the steps to take when the student doesn’t show up in 1 minute:

  1. Text the front while refreshing your Opus screen. Sometimes the student will cancel last minute.

  2. Have Zoom up since students are not required to let us know in advance that they are zooming. The option to zoom button automatically pops up on their portal 15 minutes before the start of a lesson. Message the student via the portal to let them know you are up on Zoom and ready for a lesson should they want to join.

  3. If the student doesn’t appear on Zoom 5 minutes into the lesson - start putting together a lesson video (at setting 730p x 30fps) for the student that includes:

    1. GREETING - greet and start off by mentioning missing the student along the lines of “Hey Buddy, I was really looking forward to seeing you today! Sorry to have missed you.

    2. DETAILED ASSIGNMENT -

      • go over each item, each song, etc. and describe the attached pdfs you are sending through the portal.

    3. CLOSING - mention:

      • you look forward to seeing them at the next lesson

      • reminder to practice

      • you hope everything is ok and that he/she has a great week

      • they can always message you on the portal if they have any questions

This should all be done during the no-show or same-day cancelled lesson time since you are being compensated for the time.

FRONT DESK STAFF

Once again, it is important to note that our staff covers both locations. So a staff member in Carlsbad might be texting a Student who is running late to the San Clemente location. Please do not walk up to the front desk but instead text - so that staff member who could be physically working out of either location can contact the parents right away.

Although it is a financial liability for us - it is a bigger concern due to the safety and welfare concerns for the child. The only time your door should be closed is when there is a lesson in progress.