Forbes Music asks that all cancellations be handled through the office in order to maintain the integrity of our official business records, and avoid confusion and miscommunication between teachers, administrators, and the clients.
If a student reaches out to a teacher to cancel a lesson, thought must first be given to the circumstances under which this is happening.
Is the student canceling an in-home lesson or online lesson?
Is this student canceling with sufficient advance notice?
The advance notice requirement will be based upon whether the student is scheduled for an in-home lesson or online lesson. In-home lessons require notice before 5pm the day prior to the lesson, while online lessons require notice a minimum of 6 hours prior to the lesson.
A canned response is generally recommended, as a catch-all to maintain consistency across the board. Consider an immediate response like the following:
Thank you for reaching out. Please contact the office at [email protected] to discuss cancellations or rescheduling. Unfortunately, without contacting the office, there may be little I can do to help. Thanks!
Sufficient Advance Notice
If sufficient advance notice is given, a teacher can choose to log into their account and update the status of the lesson.
Nav-> Calendar
Select “Calendar”
Identify and select the lesson being canceled
Click the “Complete” option
Scroll to the status section and update the status to “Advance Cancel; Student”
Add “Internal Notes” detailing the exchange with Client (required)
Submit
Insufficient Notice
If insufficient notice is given, meaning this lesson is being canceled after the cut-off time for reschedule eligibility, please do not, under any circumstances, tell the client that you will or can have availability to reschedule this lesson. Discussing availability in any capacity will send the incorrect message to the client that they will receive credit for their canceled lesson.
Please call, text, or email the office with details, or log into your account to update the lesson accordingly:
Nav-> Calendar
Select “Calendar”
Identify and select the lesson being canceled
Click the “Complete” option
Scroll to the status section and update the status to “Insufficient Notice”
Add “Internal Notes” detailing the exchange with Client (required)
Submit
* Please note that lessons updated to Insufficient Notice before the cut-off time will revert back to their original status.