If You Have Multiple People Wanting A Spot, How Do You Tell A Family They Didn't Get

[trix23]

I had to do this just yesterday and the family didn't want to be on my Wait List either. Do you think I did something wrong? I said,

"Hi ---! I have decided to go with another family to enroll, but if you'd like, I can add you to my Wait List. Should an opening come up, I contact clients from this list to fill openings. The Wait List Fee is $25 and billed electronically. If you prefer not to be added to the Wait List, please respond "Remove from List". If I can be of any assistance to you with finding a care arrangement for ---, please let me know!"

[EntropyControlSpecialist]

I, personally, would never pay to be added to a Wait List. Perhaps that family wouldn't either. I guess it all depends on what the norm is for your area.

[trix23]

I don't want wishy-washy inquiries. I'm a top-end service and want to be sure the people on my Wait List are serious

[finsup]

My standard email is just:
Hi dcf,
It was wonderful meeting you and your family yesterday! Unfortunately I am not able to offer you a spot right now. If you are interested in remaining on the wait list, please let me know! Thank you for your interest, and good luck with your search!"
Dcp

You can send something like that and then let them reply if they're interested in being on the wait list. When they do, then you can go into your fees etc. Most people who I say "no" to don't want to remain on the wait list. The "no" makes them annoyed and I generally don't hear from them again. My wait list is more from people who have shown interest when I'm full.

[Snowmom]

Originally Posted by trix23

I don't want wishy-washy inquiries. I'm a top-end service and want to be sure the people on my Wait List are serious

I understand that. If it were me, I just wouldn't be willing to put money into something that wasn't guaranteed.
Plus, most people that interview have immediate needs and don't have much flexibility in start dates.

Maybe you could rephrase how that $25 is allocated?
I'm just thinking out loud: but, put the $25 into the required fees/deposits when the next opening comes up. So it doesn't sound like "hey, I want $25 to let you know if I have something in the future, but I can't guarantee it". kwim?

[daycare]

I know you didn't ask about the $25 fee., but is that normal in your area. I have never heard of that.

that could be what you are doing wrong.

I have had families on my wait list for over a year. I am pretty sure no one would want to may $25 for a year or more. Do they get that money back in anyway? Is it credited to them when they start?

[trix23]

It applies toward their registration fee if they enroll

[daycare]

Originally Posted by trix23

It applies toward their registration fee if they enroll

So you have a wait list fee and a registration fee? what does that cover?
sorry just trying to understand.

[Blackcat31]

I am a well established program and have a long wait list.

I don't have advertise to fill spaces and rarely have vacancies. NOT because of my rules/policies or because I offer unique services but because I've been in business for a long time and have demonstrated over the years that I am trustworthy, reliable and have the ability to manage a business over time.

Established.

However, I would not charge families to be on a wait list.

Instead, I set up my waitlist so that ONLY those families that have interviewed and made it to the point of being "approved" for enrollment are put on the waitlist. Pre-screened. lol!

I build a relationship with them via e-mail and phone conversations. I have them fill out a questionnaire or pre-screening questions and I schedule a tour/face to face meeting. I know when I said this previously you said that you didn't want to waste your time doing interviews for a waitlist but that's my point. Its NOT my wasting time.
In the long run it SAVES me time.

It's cultivating my list so that I know the families on it REALLY want to enroll in my program and are serious. I took the time to weed out those families I would not or do not want to enroll and made sure the ones left on the list are ones I am happy and comfortable with having in care.

When an opening occurs, I select the best fit from my wait list and they start. 90% of the enrollment work has ALREADY been completed.

I had an unexpected opening come up a month or so ago. Family gave notice and left the same day. (Friday).
The child that filled the unexpected vacancy started the following Monday and I did NOTHING outside of my standard business hours. Everything had already been done prior to being placed on the waitlist.

For me, that was a time saver not a time waster.

I consider myself a top-end service so to speak but NOT because I cater to a specific type of parent or because I offer anything unique or different but because I am well established, have built a reputation and have "shown" my value.

[Blackcat31]

Originally Posted by finsup

My standard email is just:
Hi dcf,
It was wonderful meeting you and your family yesterday! Unfortunately I am not able to offer you a spot right now. If you are interested in remaining on the wait list, please let me know! Thank you for your interest, and good luck with your search!"
Dcp

When telling a family no, I would never tell them I choose someone else over them. I know that IS what happens and they have to figure that as well but I wouldnt SAY that.

I would just say something like finsup posted....that you are unable to offer them the spot or that it is no longer available.

I know it's the same thing but people react differently if things are presented in a certain way.

[CalCare]

Originally Posted by trix23

I had to do this just yesterday and the family didn't want to be on my Wait List either. Do you think I did something wrong? I said,

"Hi ---! I have decided to go with another family to enroll, but if you'd like, I can add you to my Wait List. Should an opening come up, I contact clients from this list to fill openings. The Wait List Fee is $25 and billed electronically. If you prefer not to be added to the Wait List, please respond "Remove from List". If I can be of any assistance to you with finding a care arrangement for ---, please let me know!"

One thing I see here is it looks like you are saying you will automatically put them on the wait list unless THEY take another action ("respond with 'remove from list'"). But you also want the $25. So if they don't respond with "remove from list" and they don't give you the $25, are they on the list? It's not matching up. You have to make it automatic or not, but can't be both...

[trix23]

I would assume that they would want to be on it if they don't reply with "no", and would bill them, if so.

And I guess so, BlackCat. I told them I was interviewing other families so it was a possibility that they wouldn't get it. I think quite differently than most people do. I've always been honest with things. Guess I need to do some leaning on customer service for bad news. I've only ever had jobs for others, not where I make decisions for the company.

[trix23]

I Don't know what to look for when interviewing other than the definite "no"s which my pre-screening eliminates. I'm a newbie and not sure what I should be looking for. :/

[CalCare]

Originally Posted by trix23

I would assume that they would want to be on it if they don't reply with "no", and would bill them, if so.

And I guess so, BlackCat. I told them I was interviewing other families so it was a possibility that they wouldn't get it. I think quite differently than most people do. I've always been honest with things. Guess I need to do some leaning on customer service for bad news. I've only ever had jobs for others, not where I make decisions for the company.

I see. So, I don't think that's fair business practice at all. If I were a random person who spoke to you about childcare, I would not expect to be billed for anything whether I responded to your waitlist question or not. I wouldn't pay that bill if it showed up. I never asked for the service if a waitlist. Why do I have to pay for it? Why do I have to email saying I don't want it? I highly doubt any business would win that one in court. It's just not reasonable. What if they never read the email?

[daycare]

Originally Posted by trix23

I would assume that they would want to be on it if they don't reply with "no", and would bill them, if so.

And I guess so, BlackCat. I told them I was interviewing other families so it was a possibility that they wouldn't get it. I think quite differently than most people do. I've always been honest with things. Guess I need to do some leaning on customer service for bad news. I've only ever had jobs for others, not where I make decisions for the company.

Not to be mean but if someone just assumed that I wanted to be on the wait list and just started billing me I would be very upset. Honestly I think I would do away with that policy.

[trix23]

So should i say:
"Reply yes to be added to the wait list and reply no to be removed"? This wasn't some random person, this was someone that filled out my pre-screening form, phone interview, and tour.

[CalCare]

Originally Posted by trix23

So should i say:
"Reply yes to be added to the wait list and reply no to be removed"? This wasn't some random person, this was someone that filled out my pre-screening form, phone interview, and tour.

No, they shouldn't have to do anything to be removed. No action at all. Just have them reply yes, if they want on.

[daycare]

Originally Posted by trix23

So should i say:
"Reply yes to be added to the wait list and reply no to be removed"? This wasn't some random person, this was someone that filled out my pre-screening form, phone interview, and tour.

When I send out the letter that states we can't accommodate their family at the time

I usually send an email that states unless otherwise notified, we would love to add you to our wait list for future openings. I however do not charge a fee.

[AmyKidsCo]

Originally Posted by Snowmom

I understand that. If it were me, I just wouldn't be willing to put money into something that wasn't guaranteed.
Plus, most people that interview have immediate needs and don't have much flexibility in start dates.

Maybe you could rephrase how that $25 is allocated?
I'm just thinking out loud: but, put the $25 into the required fees/deposits when the next opening comes up. So it doesn't sound like "hey, I want $25 to let you know if I have something in the future, but I can't guarantee it". kwim?

ITA. My wait list is basically useless because by the time I've got an opening everyone on the list has already found care.

[daycare]

Originally Posted by AmyKidsCo

ITA. My wait list is basically useless because by the time I've got an opening everyone on the list has already found care.

I also find that same issue with my wait list. I could have about 60 names on the email wait list and when I send out the notice that a spot is coming open, i get one or two people who respond.

I find that if you are doing things right (not saying that you aren't) you hardly every have openings. My kids come at 18months and leave me when they go to kindergarten.

[AmyKidsCo]

Originally Posted by daycare

I also find that same issue with my wait list. I could have about 60 names on the email wait list and when I send out the notice that a spot is coming open, i get one or two people who respond.

I find that if you are doing things right (not saying that you aren't) you hardly every have openings. My kids come at 18months and leave me when they go to kindergarten.

IME it doesn't make much of a difference. I think I'm doing things right but still have openings regularly. Mostly because grandparents decide they want more time with the grandkids or parents of children who are coming for "socialization" decide they need the money for other things or a parent loses their job, etc. It seems like enrollment isn't as certain as it used to be.

ETA that by "doesn't make a difference" I mean that even the "good" programs lose enrollment due to changing family circumstances.

[daycare]

Originally Posted by AmyKidsCo

IME it doesn't make much of a difference. I think I'm doing things right but still have openings regularly. Mostly because grandparents decide they want more time with the grandkids or parents of children who are coming for "socialization" decide they need the money for other things or a parent loses their job, etc. It seems like enrollment isn't as certain as it used to be.

ETA that by "doesn't make a difference" I mean that even the "good" programs lose enrollment due to changing family circumstances.

that is true...I guess I have not had much of an experience with that happening. But open spots can occur for any reason really. and this is why it's good to always have your name out and always looking for potential new clients.

[trix23]

Most of my openings have been to circumstances beyond people's control (job loss, divorce, etc) but 2 have also been clients that I have extended my hours on either end for and they end up taking advantage of me. Not doing that anymore.