Letters, I Write Letters…
…I don’t write too many letters. Amen! Because if you got a letter from me it meant that something was not gelling or perhaps there might even be a problem.
If you have attended any of my business seminars or read my articles in Dancer over the past few years, you know that I am a huge fan of studio communication. Long before the Internet and e-mail came into play, I was always in contact with my studio parents. As I have previously stated, I felt it was part of my job description to inform the parents and keep them up to date.
General communication, although quite necessary, is not the topic of this article… letters and postcards are. All of the postcards we send out are nice, short and sweet. Some of the letters are too. But there are some letters that are not too short, nor too sweet. Samples of diverse communiqués will follow.
Over the years, I have developed a reputation (a good one mind you) for relating many topics—sometimes even controversial ones—to parents, students and even employees in a very cordial way. I have experienced that written communiqués, especially in a heated issue, are much better than verbal discourses. If the issue commences in a verbal conversation, so be it, but end the matter with a written document. This way there is no “he said she said” involved…it is all in the written letter. My goal when composing a letter addressing an issue is to state the issue, relate my point of view, come to a quick conclusion and, if needed, make the other party understand why the letter was necessary.
We all have had students withdraw from classes for one reason or another. In our registration agreement (it is not actually a contract) we state that if a student is not able to complete the year, the withdrawal must be done in writing. We respond to these letters or e-mails addressing the specific reason stated for terminating the child’s classes. As with all letters, you can take a basic form and alter it to your needs. There is no reason to start from scratch every time.
Dear [insert name]:
Sorry to see in our attendance records that [insert child’s name] has been withdrawn from her classes at [insert studio name] … we will miss her! While we certainly respect your decision as a parent to withdraw her from her dance classes … we want you to know that it is always a sincere concern and disappointment on our part when we lose a student. Although we are fortunate that it does not happen frequently … it makes us reflect on how perhaps we could have done better to eliminate such a parental decision being made. We understand that [insert child’s name] is still quite young and perhaps she was just not ready to be exposed to a structured class at her age. There are still many wonderful years ahead for her to be able to take dance and hopefully it will be in one of our classes. If there were other reasons for withdrawal that perhaps we are unaware of, we would truly appreciate knowing so that it can be addressed and corrected. If there is something you feel you would like to discuss further, please let us know. We do care about each and every one of our students and would be happy to discuss any matter with you. Please remember our door at [insert studio name] is always open to you. Do come in and visit at anytime; we would like to see you. Hopefully [insert child’s name] will be able to return to classes at [insert studio name] next year. On behalf of all the [insert studio name] Staff, we wish you and [insert child’s name] a fantastic year!
Sincerely, Studio Owner’s Name Studio Name
Each year we mail a postcard out in mid-October to students who did not register for class yet. We let them know that they are missed and we hope to see them back at the studio soon.
Dear Student: Now that the fall registration rush is over and classes are up and running, we realize that we do not see your smiling face in class this year at the Studio. All your friends and teachers are asking about you, so we thought you’d like to know there is still time to register for classes. If dance just does not fit into your schedule this year, we understand. But … if there is another reason why you did not return to your [insert studio name] classes, please let us know. Hope to see you at [insert studio name] real soon.
[insert dance teacher’s name] and All the [insert studio name] Faculty & Staff
Over the course of the years, various and assorted issues have arisen that also needed to be addressed. They differ in nature from one season to the next. Sometimes I am not even personally involved because a teacher or other staff member has brought this matter to my attention. But, whether I was involved or not, all a-typical correspondence is composed and sent out by me and in my name as the owner. I feel that it is my responsibility, not that of a teacher, to phrase the words accordingly, based on good business ethics and whether we want the student back in studio classes or not. You will want to adapt this letter based on your particular situation and the child's special characteristics.
Dear [insert name]:
I hope this finds you and your family well and happy in this New Year. I miss seeing you and [insert child’s name] at [insert studio name] and I’m sure others do too. Losing a student, for whatever reason, has always affected me deeply, because I really do care about each and every one. My exterior might appear to be crusty at times, but I am really very sensitive and a softie on the inside. I hold everything in. Losing a student and their families that have been with us for so many years is even more difficult. Losing a student that all the teachers groomed to become a company member…hurts to the core. So many of our staff go above and beyond what is asked of them because we want our dancers to be achievers and our parents to be pleased. We work with and try to guide our students to adjust to the struggles of every day adolescent life, develop good morals and living standards and achieve their goal for their dance passion, bringing them through so many challenges…physical and emotional to be their best. It is so hard when you see all your hard work and caring walk out the door. Yes, of course I know that losing students “is part of the business,” an unfortunate part, but part of it just the same. After 40 plus years one would think it would become second nature to me…but it has not. Each and every incident, thankfully not many, is a true concern for me. Students such as [insert child’s name] who are so special, cause an even deeper wound when they leave the nest. It is not my place to second-guess or question anyone’s choices, but that does not mean that I have to accept it without disappointment. I just want to take this opportunity to let you know that our door at [insert studio name] is always open to you and [insert child’s name]. I understand that your reason for withdrawing her when you did was financial and certainly I respect and understand your decision. [insert child’s name] is a special child…so polite, well mannered, kind and talented as well. We would love to have her back at the studio and will be happy to offer her some scholarship funds to help you out to meet financial obligations. Please consider this offer to be sincere and heartfelt…not a handout nor charity. I do not present a proposition like this to just anyone…but [insert child’s name] is unique in what she has to offer in return. Please honestly consider my offer…I am pleased to make it. I hope you take me up on this. I look forward to hearing from you at your earliest convenience.
Sincerely, Studio Owner Studio Name (Note – The child did return the next year!)
When we receive a check that is returned for insufficient funds we mail out a letter immediately. We send this letter certified with return receipt requested to have proof of mailing and delivery. In Florida, we are fortunate that the state attorney’s office will prosecute a person who does not make a check good in a matter of 21 days as long as we follow their instructions to try and collect the funds and the bank fee on our own first. If we, the business, are not successful, they will follow up on the matter when a form is submitted to their office as long as their policies have been followed. Not only do they collect the fee and send it to you, the offender has to go to two days of classes based on the problem. Look into this in your area; it is a great asset to have when needed.
Date:_________________
Dear Ms:- ______________________ RE: Acct # _______ Account Name : ________________
Your check # ________________ written on _____________ in the amount of $ ______________
for ___________________________ has been returned by your bank and marked “uncollected”.
We ask your cooperation in settling this matter as quickly as possible to clear up your account balance. Please note that we do not re-deposit checks. The amount due at this time is $___________ which includes a $25.00 bank service charge per check. This payment is due within 10 days from the date of this letter. Payments of this nature are to be made in Cash, Bank Check or Money Order at the Front Desk. We will not accept any personal check, debit card or credit card for this payment. We ask your cooperation in resolving this matter within the time limit.
If we do not receive your payment as requested, we will have to process this matter for collection through the state attorney’s office. If there is a need to speak to me personally in regards to this issue, please do not hesitate to call during studio business hours.
Thank you for your compliance.
Sincerely,
Studio Owner Studio Name
At different times during the year, we have to send out a letter to a parent reminding them of an overdue account. Due to our recently implemented payment policy, we have been quite fortunate the past several years, we have not had to send too many of these letters out. Even though a postcard is less costly, this matter is private and personal and should always be addressed in a closed communiqué.
Date:_________________
Dear Mr - Ms:- ______________________ RE: Acct # _______ Account Name : ________________
Our records indicate that your account is overdue in the amount of $ ________________ for _________________Tuition – Costume Payment – Recital Fee – or _________________. We ask that you verify this information according to your personal bookkeeping then call the Studio within 3 days of receipt of this letter. If for whatever reason you do not concur with our findings, please call the Studio right away so we can look into this accounting matter further. We then will ask that you come to the Front Desk with all your records and proof of payment. Just a reminder that all Tuition Payments are due by the 10th of the month in order to apply the “Early Pay Discount.” After that date, no discount may be taken. Thank you for your courtesy and cooperation.
Office Manager Name Studio Name
Thankfully, as I said earlier, I do not have to write too many letters dealing with problems or issues, and I am very grateful for that. I have, on the other hand, been called by some of my peers in the area to compose a letter or two for them when they might have their own studio problem. I have even sent them one that I had previously used and they just personalize it themselves. If I have some information that can help out a friend, I am more than willing to share.
If you have a problem that has not been tackled with some of my form letters, let me know. Or if you have a letter that works like a charm, send it to me and let’s share it with our friends. Until next time! Meanwhile, let’s chat at daniebeck@danceruniverse.com
A Note: After 52 years of teaching and 37 years of studio ownership, I am no longer the owner of Dance Unlimited; my daughter has that proud title now. Even though I am not currently a studio owner, my mindset is “Once a studio owner… always a studio owner.” Studio ownership and business principles have been my passion and have been ingrained in my mind for the past 50 years. So, with your understanding, I will continue to compose all my writings in the present tense, not in the past tense. When thinking in the present, words flow easier for me and I can be more productive thus, I will be able to share more thoughts and policies with you.