After receiving an irate parent email, here’s how to begin to turn
around the situation and make that parent a new friend.
Write a draft response.
Don’t hit reply. Open a NEW DRAFT.
Go to bed.
Review in the morning when you’re less emotional.
Send an NEW email to the parent requesting a phone number and a
good time to call.
When you’re calm, make the phone call and get the parent on the
While on the call...
Open the call by asking them to clarify their email
Try to understand their perspective.
Rephrase their perspective in your words
You may be wrong. If so, apologize.
You also have the right to disagree, but NEVER have a pissing
contest. Be firm on policy being for the benefit of the kids.
Remember: They just want to be heard.
Apologize only for the things that you mean to apologize for.
Don't just apologize to shut them up. This doesn't help you.
If you disagree, explain to them how your side benefits
THEM/THEIR CHILD. Never talk about the benefits to you or your
program. They’re more likely to understand your perspective if they
see the benefits for them!
PRO TIP: "While I have you on the phone...I'd
like your opinion on something..." (Ben Franklin Effect)
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