Help with addressing this pick up issue

[rosieteddy]

I hated the face to face "talks".I to felt that the client was right.I sent notes or posted at front door (chicken ,I know)

[Unregistered]

I once did what you did for one of my families. Dcd job hours suddenly changed taking him out of town most of the week so dcm was the one who had to drop off and pick up. Dcm asked if it would be ok if once in a while she was a couple minutes late, but she would try to leave work early to make pick up time. I agreed to help them out because I knew they had no family in town to help them out and dcm work place was 5-10 minutes away depending on traffic. Well the same thing happened as your experience coming late even on days off. One day they had out of town visitors and were coming back late from sightseeing with them and ran into traffic. They were 20 minutes late and I charged them. I was so upset. After that I changed my closing hours and told all families would be charged late fees after their contracted times and I understand if they need to find another provider that fits their needs. Once I did that suddenly they had a lot of "friends" that could pick up on time. Once I realized my mistake of being too nice and too friendly, I changed and feel better and less stress.

You just need to put your foot down. I would go back to their contracted 5:20 pick up and charge your late fees after that. I wrote out a letter stating my new hours and late fees. If they ask me face to face I just said it was to be fair to everyone and I understand if they need to find someone else that works with the hours they need. Stop feeling like you owe them something because like others have said if they find something better they will leave in a heartbeat not even thanking you for all you did for them, and that is exactly what my family did. Even when they left they were still asking for things. I am so happy they are gone,

[mommyneedsadayoff]

So.... I've had a chance to cool down

Yes, it's only 10 minutes and I did offer it to them to use at no extra charge. Mistake 1. But I did offer it to them as they were late due to traffic. I said:"Well if traffic is that bad at this time of day, I can change it to a 5:30 pick up so that it gives you some wiggle room." I expected them to be grateful and not abuse it. Mistake 2.

Did not expect them to be stopping at Walmart. I know I can't police them and don't want to.

The thing that irks me is that I get off work and immediately go to pick up my girls from care. I would not stop anywhere but go directly to them. They have a long day and I want to get them as quick as I can. All parents are not like me. I need to drill this into my head. And then again and again.

So while the extra 10 minutes obviously does not mean much to them, it sure does to me and my girls. So, in hindsight, I shouldn't have offered it as I should have realized the potential for it to be abused. Or I should have at least added an additional charge so that they would have understood the need to get here quickly.

This family is usually my last one here. Often picking up at 5:30. Or a minute past. I've let it slide (Mistake 3 and one I've made before ) and won't any longer.

And because these things tend to fester in my mind, I am going to send a quick email and mention it to them that while the extension was offered with good intentions and meant to be used for traffic delays, that I don't expect them to abuse my generosity, and that late fees will be strictly enforced moving forward starting at 5:30.

I just need the backbone to send it now I really need to develop the mindset that I can speak up to parents, politely and professionally, and do not need to be afraid that they will be mad, upset, term, or whatever. I think I have worked too long in the service industry where the mindset was that the customer is always right. Yes, there is a customer service aspect to this job but I do not need to be afraid to assert my policies and beliefs.

It always stinks to have to confront parents, especially since it would be nice if they would just follow the rules and be more considerate of your time. I wouldn't be too upset with this issue and I think if you keep it simple and explain the situation with your girls, they will probably not make a big deal of it. If you want them to pick up at 5:20, then tell them.

"I just wanted to give you a heads up that starting next week, I will need to go back to our original contract hours of 5:20. Even though it is only a ten minute difference, this arrangement is setting me behind to pick up my own girls and has led to issues for me, so I can no longer accommodate the new pick up time. I will give you a new copy of the contract on Monday ad beginning XX date, dck will need to be picked up by 5:20, with $1 per minute late fees assessed if you are late to pick up." or whatever your late fees are, but the point is to just say that you tried this new situation, it didn't work for you, and now you are going back to the original plan. They can take it or leave it, but I imagine they can get there by 5:20 if they try, since that is what they signed up for in the first place. Don't feel bad...do what is best for you and your girls!