By Sindye Alexander

Meet Director, Jessica

Jessica, the director of Little Explorers Childcare, arrived at the center one morning, feeling upbeat and ready to tackle the day. She loved seeing the joy on the children’s faces and working with a dedicated team who shared her passion for early childhood education.  As she walked through the center, Jessica was greeted by cheerful giggles and the sight of children engaged in creative activities. She exchanged warm greetings with staff and parents, grateful for the strong sense of community they had built.

Just as she was about to enjoy her first sip of coffee in her office, her assistant, Marcie, knocked on the door with a concerned expression. “Jessica, Mrs. Martinez is here to see you again. She’s waiting in the lobby. She’s upset about the lunch menu, the nap schedule, and apparently, the new toys we’ve introduced.”

Jessica sighed, her enthusiasm dampened. Mrs. Martinez had been a constant source of complaints since enrolling her son six months ago. She seemed to find fault in everything, despite the center team’s best efforts. Her frequent visits and relentless critiques have cast a shadow over what was otherwise a positive and supportive environment. No matter how many adjustments they made or how many meetings they held, nothing ever seemed to satisfy her.

Taking a deep breath, Jessica went to meet Mrs. Martinez for a chat. “Good morning, Mrs. Martinez. How can I help you today?”

Mrs. Martinez’s tone felt sharp and agitated. “Well, hello, Miss Jessica. I am glad I caught you. I feel I need to let you know that I’m very concerned about the continued lack of organic options on the lunch menu. And I don’t understand why you insist on having such a long nap time. My son doesn’t need that much rest – he’s not ready for bedtime because he sleeps so much at school. It’s really causing problems for our nighttime routine at home. And I wasn’t going to say anything, but now that we’re talking I feel like I should tell you that I am also quite concerned about your decision making when it comes to choosing new toys…. I saw the new additions to Johnny’s classroom and in my opinion, they’re way too trendy and not educational enough!”

Jessica felt a wave of frustration and weariness wash over her. Despite their efforts to cater to Mrs. Martinez’s specific preferences, her unending complaints were taking a toll on the staff’s morale and disrupting the program’s harmony. Jessica was just growing tired of this repeated song and dance and wondered if they could EVER truly please this family. Jessica took a deep breath before responding.“Mrs. Martinez, I appreciate your involvement and your desire for the best for your son. We have tried to accommodate your concerns through various changes and meetings over the past few months. However, it seems that our program may not align with your expectations. I believe it might be in everyone’s best interest for you to find a child care center that better meets your needs.”

Mrs. Martinez gasped quietly, taken aback as she was not expecting such a response. However, after a moment, she agreed. “I suppose you’re right. I just want what’s best for my son, and I thought I was doing the right thing by voicing my concerns.”

“We understand,” Jessica said gently. “And we’re here to help you find a program that’s a better fit. We all want what’s best for Johnny.”

As Mrs. Martinez left, Jessica felt a sense of relief. It was a difficult decision, but she knew it was necessary to maintain a positive and nurturing environment for everyone at Little Explorers.

We’ve all been there…

…that ONE client who makes you question why you ever entered this profession.

Let’s be honest, we all have experienced a client who has drained the joy from your work. That mom who has you second-guessing every decision and makes your team anxious whenever she’s around. Given her relentless complaints, you can’t help but wonder why she’s still enrolled at your school.

But why? Why do we tolerate such clients? Why do we let them rob our joy and have us jumping through hoops to appease them?

Of course, it’s crucial to strive for a “WOW” experience for all our clients. However, it’s equally important to recognize that it’s okay to part ways with a client occasionally. If a client truly doesn’t align with your ideal, you’ll both be better off going separate ways.

They might be genuinely difficult individuals or just high-maintenance parents striving for the best for their child. Regardless, if their constant criticism and micromanagement are causing significant stress for you and your team, they might not be a good fit for your program’s culture and vision.

It’s healthy to acknowledge this and take the necessary steps to part ways.

If you’ve genuinely done everything possible to satisfy this parent—addressing concerns, having multiple phone conversations, holding one-on-one meetings, adjusting policies, waiving fees, and still, you find yourself thinking, “Enough is enough,” it’s time to consider dismissing that family.

Under normal circumstances, I recommend giving the family a two-week notice to find alternative care, allowing them time to make necessary arrangements. However, if the parent is angry or hostile, you have every right to terminate the relationship immediately.

Here’s a suggested way to approach the conversation: “Hi Mrs. Smith. We’ve appreciated having Jimmy enrolled at Building Blocks Child Care for the past few months. However, it seems we’re not seeing eye to eye. Despite our efforts to address your concerns, it’s evident that you’re unhappy with the care and program structure we provide. We feel we’re unable to meet your expectations and believe another program might be a better fit for your family. We’d like you to find alternative care arrangements by [specific date].”

The parent might feel relieved that you’ve addressed what they’ve been contemplating all along. Alternatively, they may be surprised and plead with you to reconsider, at which point you’ll need to decide if that’s something you’re willing to do.

If you find yourself with a difficult client and are unsure how to proceed, please post about it in our Child Care Genius Mastermind Group.  (Join if you’re not already a member!) We’re here to help and provide the clarity you might need.

Remember, we’ve all been there, and sometimes an outside perspective can offer valuable insight.