What Should I do Here?

[passedpawn]

This is what I think a very unusual situation.
I run a home daycare, I run it more like a center in which I'm the director and have assistants working with the children.
I needed to do a fee increase, for a small group of my parents it was a second fee increase in a pretty short time. I actually needed some clients to leave as I was over my number as far as capacity and I wanted to make sure I was getting the fees my area could bear. All of my clients were very happy with the service they were receiving.
So about a week after I announced the increase I had a few parents come to me and say they would be leaving (which I planned on) I found out from one of the parents that she was going to a center and part of her decision was a belief that centers had more "structure" and that was what her child needed. I'm thinking fine, see you one the other side.
Then I over hear one of my new employees telling another client that child x is going to a center and they will have structure an etc etc.
Keep in mind all of these children have just had their first birthday.
Then I hear one of my long term employees say this exact same thing about child x to another parents..

My employees have been passing along what this one parent used as her reason for leaving to my clients!

Today I get an email from one of my most solid clients saying that they are going to move their child to a center based on a structured environment. They gave me a one month notice which is great but is one more child than I planned on losing.
I know that I need to train my employees what to say but geez, how do you train for them not to say something so stupid?!?
I can suspect that I will have more clients leave as their children reach a year.

How would you handle this situation?

[snbauser]

You need to pull your employees aside and talk to them about not sharing information. The reason a child is leaving is personal information and should be kept confidential. If another parent asks, your employees should either tell them to ask you or tell them that it was their personal choice and leave it at that.

[racemom]

We have a very strict confidentiality policy at the center I work. I would NEVER tell a parent why a child left. You need to implement a similar policy with your staff, so this doesn't happen because as you have already seen, is bad for your business.

[Unregistered]

I agree about the confidentiality issue. Even confirming that a child is leaving is not something your staff should be discussing with anyone! If I were a parent in your care, I would be leaving for that reason alone! Your staff needs to learn to not talk about other clients at all. Even positive things are confidential and I my opinion, grounds for being written up or being terminated.

[Ariana]

Train them on what they can and cannot say as part of client/provider confidentiality. Also let them know that the word "structure" is an objective term and means something different to every person and is not necessarily and good thing for infants or children in general. Structure is a very personal opinion and they shouldn't be advocating for it.

[passedpawn]

Thanks for the responses.
I got the email about the parent leaving on Saturday. So I will be talking to them tomorrow, and I just want to avoid using the term "stupid" while addressing this issue.
I suspect we may lose more clients once their children hit a year because of this. There is a demand in my area so I'll be OK but I just want to shake her and ask her WTF she was thinking.
I really want to see the response she has and will take it from there, she does a lot of things well but I'm really on the verge of just letting her go.

[midaycare]

Take I just take a moment and say what a dumb move on her part! If you lose too many clients, she isn't needed anymore ... Not to mention the issue of privacy. And talking with parents ... Sounds like your job, not hers from now on.

[nannyde]

My staff assistant is not allowed to talk to my clients for this VERY reason. In one sentence they can loose me a 7k contract. It's just too risky.

My staff can say hi, bye, doing great, he was great, she was great, and you need yo ask Tori that.

Other than that, no communication.

The VERY first thing I train them on is "do not speak to my clients". I have had some potential applicants who said that parent contact was very important to them and they don't feel comfortable not having a full daily relationship with them. I understand that is something a staff assistant may want so I just stop the interview and move on to the next applicant. It's not personal. I didn't allow my helper of seven years talk to the parents. I just don't have that kind of job for them so if they want that they aren't a good fit.

[Annalee]

My staff assistant is not allowed to talk to my clients for this VERY reason. In one sentence they can loose me a 7k contract. It's just too risky.

My staff can say hi, bye, doing great, he was great, she was great, and you need yo ask Tori that.

Other than that, no communication.

The VERY first thing I train them on is "do not speak to my clients". I have had some potential applicants who said that parent contact was very important to them and they don't feel comfortable not having a full daily relationship with them. I understand that is something a staff assistant may want so I just stop the interview and move on to the next applicant. It's not personal. I didn't allow my helper of seven years talk to the parents. I just don't have that kind of job for them so if they want that they aren't a good fit.

For some reason, clients used to "think" they could be manipulative of my assistant which is my mom. Used to, if I was gone on a Monday, certain clients would not pay or if mom was here alone at pickup, certain clients would tell her they were going to be late the next day knowing my policy is for all children to be here by 8 or be counted absent... I nipped that quickly by calling my clients out and telling all clients that all business matters went through me...now my mom says "you will have to talk to xxxx about that"......