Transferring or Resigning Teachers

Steps:

1. Use the approved Phone Script – With Replacement Teacher Available.

2. Personalise the script to the student’s circumstances (name, previous teacher, new teacher, lesson time).

3. Aim to:

   • Positively frame the transition.

   • Introduce the new teacher with confidence.

   • Offer the first lesson with the new teacher free of charge.

   • Confirm that the student will continue with their remaining lessons with the new teacher.

   • Gather personal feedback about their lesson experience so far (to share with the new teacher).

4. Once the phone conversation is complete and the new teacher/time confirmed, send the Confirmation Email.

   1. This email recaps the discussion in writing so the family has all details clearly documented.

5. If you are unable to reach the customer after attempting a phone call, send the Unreachable via Phone Email.

Phone Script – With Replacement Teacher Available. 

Opening:
“Hi [Parent/Student Name], this is Lyka calling from Music Lessons Australia. I’m calling with an update regarding [Student’s Name]’s lessons.”

Breaking the news (positive framing):
“[Teacher’s Name] has recently stepped away from teaching with us. While we’ll miss them, it’s actually quite common for music students to have different teachers over the course of their journey. Each teacher brings fresh ideas and new perspectives, which is a really valuable part of learning.”

Introducing the new teacher:
“We’re excited to let you know that [New Teacher’s Name] will be taking over [Student’s Name]’s lessons. To make the transition smooth, we’d like to offer your first lesson with them free of charge.”

Reassurance:
“We’ll also be scheduling the rest of your remaining lessons with [New Teacher’s Name], so there won’t be any disruption to [Student’s Name]’s progress.”

Engagement & scheduling:
“Before we book this in, can I ask how [Student’s Name] has been finding lessons so far? What’s been their favourite part?” (listen and respond warmly)

“Great, thank you for sharing that. [New Teacher’s Name] has availability on [Day/Time]. Does that work for you? If not, we can adjust your lesson time to fit with their schedule.”

Closing:
“Perfect, I’ll confirm everything now. You’ll meet [New Teacher’s Name] in your next lesson — and I’m confident [Student’s Name] will really enjoy learning with them.”

After the Phone Call:

Dear [Parent/Student Name],

Thank you for taking the time to speak with me today. As discussed, [Teacher’s Name] will be finishing up with Music Lessons Australia, and we’re excited to confirm that [New Teacher’s Name] will be continuing [Student’s Name]’s lessons moving forward.

To make the transition as smooth as possible, we’ll be offering the first lesson with [New Teacher’s Name] free of charge. All of [Student’s Name]’s remaining lessons will then continue with [New Teacher’s Name], ensuring there is no interruption to their progress.

Here are the details we’ve scheduled:

• Teacher: [New Teacher’s Full Name]

• Lesson Day/Time: [Day & Time]

• First Lesson Date: [Insert Date] (free of charge)

• Ongoing Lessons: [Insert dates/times or confirm “weekly on [Day/Time]”]

We’re confident [Student’s Name] will enjoy learning with [New Teacher’s Name]. Each teacher brings fresh ideas and perspectives, and this change will help support [Student’s Name]’s growth on their musical journey.

If you have any questions before your first lesson with [New Teacher’s Name], please don’t hesitate to reach out to us at support@musiclessonsaustralia.com.au or on 0480 096 065.

We’re looking forward to seeing [Student’s Name] continue their progress and enjoy their lessons!

—

Unreachable via Phone, Email Confirmation

Dear [Parent/Student Name],

I tried giving you a quick call today but wasn’t able to reach you, so I wanted to share this update with you by email.

[Teacher’s Name] has recently stepped away from teaching with Music Lessons Australia. While we’ll miss them, it’s quite common for music students to have different teachers throughout their musical journey. Each teacher brings fresh ideas and perspectives, which is a truly valuable part of the learning process.

We’re excited to let you know that [New Teacher’s Name] will be taking over [Student’s Name]’s lessons. To ensure a smooth transition, your first lesson with [New Teacher’s Name] will be complimentary. The rest of [Student’s Name]’s remaining lessons will also continue with them, so there won’t be any interruption to their progress.

[New Teacher’s Name] has availability on [Day/Time]. Please let us know if this works for you, or if an alternative time would suit you better — we’ll do our best to adjust our schedule accordingly.

We’d also love to hear how [Student’s Name] has been finding lessons so far and what they’ve enjoyed most — it helps us ensure their new teacher is fully prepared to support their growth.

If you’d like to discuss this update directly, you’re very welcome to call us on 0480 096 065. Otherwise, simply reply to this email and we’ll take care of the scheduling for you.

We look forward to introducing [Student’s Name] to [New Teacher’s Name] and seeing them continue to enjoy their music journey.

Scheduling Lessons

Once the student has been informed:

1. Schedule their first lesson with the new teacher at no charge.
• Pass a note to Brendan to ensure this lesson is recorded as free.
2. Immediately book in the student’s remaining lessons with the new teacher, regardless of how the first lesson goes.
• Confirm with Brendan the number of lessons pre-purchased on the account.
3. Update the Reassigning sheet in the KPIs Google Sheet:
• Note that the new lesson has been scheduled.
• Tick the checkbox to confirm that the student has been reassigned.

Lesson Balance & Teacher Notes

1. Collaborate with Brendan to determine the number of lessons remaining on the student’s account.
2. Confirm that refunds are not available, except in cases where no teacher is available in the area.
3. Collect student notes left by the previous teacher via the Google Form:
   Teacher Transition Notes Form Responses
4. Share these notes with the new teacher so they are fully prepared for their incoming students.

Update Contact on ActiveCampaign & Teachworks

ActiveCampaign

• Navigate to the student’s contact record.
• Update the Teacher field to reflect the new teacher’s name.

Teachworks

• Open the student’s profile.
• Remove the old teacher listed under “Teacher.”
• Add the new teacher to the student profile.

Opening & active listening:
“I completely understand your concerns and I want to make sure this is handled properly.”

Policy reminder:
“As per our studio policy, refunds are only offered in cases where we cannot provide a teacher. Since [New Teacher’s Name] is ready to continue lessons, we’ll be moving forward with them so [Student’s Name]’s progress continues uninterrupted.”

Escalation:

“That being said, I want to make sure your situation is properly reviewed. I’ll need to speak with our manager, about your request for a refund ee if an exemption can be made due to your circumstances. I’ll get back to you as soon as possible.”

— Take to Kayla for guidance.