1. Expectations for LTP Candidates at Cadence Education, Inc.

2. Professionalism Should Permeate All Aspects of Your Job When in the classroom working with children. When in the office working with staff and parents. When participating in Local Marketing Activities. When networking with or at other businesses.

3. What is Professionalism? The skill, good judgment, and polite behavior that is expected from a person who is trained to do a job well. Always be on time and available to greet parents often at drop off and pick up time. Demonstrate consistency in your words and actions. Communicate clearly and respectfully with both verbal and written skills. Recognize that you are a leader in your school and you must be a role model of good behavior and positive influence!

4. Dress Code Closed-toe, closed-back shoes; no flip-flops or high heels Tattoos and body piercings not visible Fingernails clipped to finger-tip length; long nails are not sanitary and are not acceptable. No ball caps indoors No street shoes or bare feet in Infant Room Jeans only allowed on specific days designated by Director

5. You Must Maintain a Customer Service Attitude The child care industry is a service industry. The most vital asset to a child care is its parents- without them, we would not and could not exist in business. When parents are satisfied, they not only help us grow by continuing to do business with us, but recommend us to friends and associates. Building professional partnerships is key to effective customer service.

6. Did You Know? Dissatisfied customers tell an average of 10-20 people about their bad experience. Once it’s posted on social media, that number explodes! Up to 90% of dissatisfied customers will not return and never tell the truth about why. Up to 95% of dissatisfied customers do not complain to the company, they simply go to a competitor!

7. Simple Customer Service Guidelines Make families feel welcome; invite their active participation Ensure that all new families receive an orientation with a review of procedures and classroom introduction. Maintain frequent, two-way communication. Communicate with parents proactively about changes in staff, schedules, etc. Respond with respect and sensitivity to parents’ preferences and concerns. Be mindful of Cadence’s Brand Promise and work to create that culture for our families!

8. Building Parent Relationships Listen carefully and respond quickly to requests Be of help to them; gather up belongings, have a child ready if they’re in a rush, walk parents to their car! Assist with parent and child transitions Respond with “I will find out” instead of “I don’t know” Admit when you are wrong

9. When Addressing Parents  Be mindful of the time of day, events happening in the family before approaching  Respect the parent’s confidentiality  Statements like “I’d like your help” or “Can I ask your advice?” are helpful  Always start and end with a positive statement about the child when informing parents of a problem or behavior  Be solution-oriented but be sure to be an active listener.  Never discuss problems without first talking to your Director!

10. Confidentiality  Keep informed of all laws and regulations regarding the handling of personal information. This applies to both staff and children and their families.  Share information ONLY with people who have a need to know  Keep written information in a safe place  Don’t gossip or get sucked into negative conversations with other staff members

11. You Are a Leader You must be a role model at all times; staff will look up to you. Be a team player at all times. Be sure that staff are clear on the expectations of them and to that end, “inspect what you expect”. Make yourself approachable and act as a mentor and guide to your co-workers.