How to Manage Tutor No-Shows

The unique and profound stress that comes from a tutor missing an assignment is a common issue faced by tutoring company owners. In such a situation, the owner must determine how much to explain, defend, or concede to the client during a difficult conversation with the parents.

To mitigate the impact of such situations, it's important for tutoring companies to anticipate and plan for such events in advance. Tutor no-shows can be considered a predictable crisis and contingency planning can help separate a company from its competition.

Here are some tips to help reduce tutor no-shows:

1. Acknowledge that the tutor is the face of the company and the most lasting impression on the client.

2. Develop a robust retention plan to keep the best talent on board, thinking in terms of years, not months.

3. Implement a system of positive feedback based on regular observations, with forms and employee files to document the process.

4. Embrace a merit-based reward system that is principled and predictable, even if it means losing iconic tutors after a certain period of time.

5. If profits are higher than expected, consider investing in the following year's review process or incentive program.

6. Keep the model transparent, regular, and predictable, and avoid cancelling feedback sessions.

7. Make an effort to understand the true needs of your tutors, such as protecting their time off, reducing their commute, or avoiding assigning them to subjects in which they lack expertise.

These steps should help put things in perspective and provide structure for your own thinking.  Ultimately how you handle an issue like this directly reflects on your brand and the company culture.  It is a business problem that is predictable and should be assessed and planed for.