Anyone who has viewed the popular reality TV show, “Dance Moms” knows that there are some parents who become extremely involved in their child’s dance classes. Many parents believe that because they are paying you to teach their daughter or son, they are entitled to voice their opinions and complaints (whether they are justified or not).
Dance studio owners should prepare themselves for dealing with difficult parents. Recognize that you can’t just make them disappear; parents are always around, and they pay the bills. Thus, you will have to find a way to balance making them happy with setting appropriate boundaries. As with any other business dealing, when problems arise, the way you deal with these issues reflects on you. And be sure to prepare staff and dance teacher advice so the whole team is on the same page. Many times you and your staff’s actions when handling difficult issues can make or break a dance school.
Keeping in mind that you want your studio to be a positive environment where students can learn, here are some tips for handling concerns and complaints when they arise.
Have a Plan
When you first open your dance school, think ahead about these kinds of situations. Because you don’t want an upset parent to blindside you one afternoon with an angry confrontation, establish a clear communication system.
So, when a child signs up for classes, have parent/student concern form as part of enrollment. Not only will this be a way to formally establish communication about issues, setting this up gives parents a path to follow if they have a complaint. Without it, many parents will take their problem to anyone who will listen because they are sure you will not. More often than not, listening alone is enough to diffuse the situation.
The form should include:
- information about how a parent can bring forth a problem
- the specific process the studio will follow to address issues
- in what case the issue is escalated to setting up a formal meeting for all parties to sit and discuss
No-gossip Rule
Consider instituting a no-gossip rule in your studio. Instruct staff and faculty to be aware of what is said in and around the dance school. Encourage your employees to remind parents about the concern form and invite the parents to fill it out.
Train your staff to approach these parents in a way that is helpful and lets them know they can have their problems addressed personally. If you wish, place a small sign behind the reception desk that clearly notes the availability of the owner for any concerns whether big or small.
Address Every Concern with Respect
You may have seen the issue resolve itself a number of times in the past. You may not view a complaint as something serious. While not every parent is right and not every concern is urgent, treat all of them with respect. Parents don’t always see the big picture the way you do. Remember that it is human nature to be concerned about one’s self and children. Approach any complaint with respect and be open to whatever is presented.
As the owner of a dance studio, it is often difficult not to take these matters to heart and be defensive. However, if you are open to these complaints and see them as teaching moments and an opportunity to grow, you may find that there may be things that help you improve.
Will there be times when there are personal digs or hurtful things said by parents? Simply, yes. But you are running a business. You must remain professional and keep in mind that in doing so you will always have to be problem solving. Thus, actively listen to what parents say, respect the issues they present and see if there are ways you can try something new, approach something differently or create a new method moving forward.
Establish Partnerships
Do not view parents as the enemy. Many studio owners have learned that over time it is helpful to have parents as allies, as they can be great resources… from music and costumes to routines and competition events. Utilize talents and interest as they present themselves.
Whatever you decide to do regarding parent participation, make sure it is extended to all parents. The last thing you want is for other parents to see you being friendly with just a small clique. You do not want to be perceived as playing favorites.
Here again, having something in writing upon enrollment that acknowledges you often seek assistance if parents wish to participate helps keep the relationship clear. Perhaps provide a form that inquires about parents’ talents and their task preferences should you need their help.
Stop Problems Before They Start
Of course, one of the best ways to keep parents from presenting problems is to make sure they don’t have anything to complain about. While it is true that you can’t make everyone happy, do your best to deliver all that you say that you will. For example, start classes on time, and make sure facilities are clean and safe.
Having set rules in place at time of enrollment will show parents that all students have an even playing field. Post rules in the studio if you find that to be helpful. On a regular basis, do outreach to get feedback. Consider a quarterly questionnaire to keep on top of any issues.
If and/or when problems arise, consider reaching out to all parents to remind them of the school policies. Always let them know how they can approach you with problems.
Recognize the Reality
Running your own business is never easy. Truth is, you will never be able to please everyone all the time.
Keep in mind the vision and policies of your studio. Recognize that those paths and rules may not work for everyone. Realize also that listening, and addressing a problem with honesty and humbleness can turn an angry parent into someone who respects you, and speaks highly of your studio. But for those times that go unresolvable, you may need to suggest another dance school that might better accommodate the needs for that parent.
Surround yourself with a supportive team of staff, instructors and colleagues. When difficult people come into the picture, learn from them and find ways to professionally grow from the experience.