This SOP explains how we write and respond to emails with Corner House Studio families, customers, vendors and others so that every message feels:
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Always start with an acknowledgment (if replying) and/or a personal connection sentence before jumping into logistics. Show families we know who they are, care about their child, and heard what they wrote.
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In the first sentence acknowledge what they wrote and reflect back their feedback, feelings, situation, request, or concern. This shows we read their email and care about what’s happening.
Negative situation example If a child is sick, stressed, nervous, or had a bad experience, acknowledge it!
“Hi Jen- Sammy is in the Preteen 5-6 pm class on Tuesdays. She's had a fever for a week and as of this am, it still hasn't broke. As a result, she'll be missing class tomorrow evening. Would it be possible to reschedule for a Saturday class the following week?
Hi Caroline,
I'm so sorry to hear Sammy is sick. If you'd like to schedule a makeup you can use our new self-service tool to find and reserve a spot…
Positive feedback example If someone gives us positive feedback - acknowledge it!
“We love Cornerhouse Studio! Amazing teachers and projects and skills. So happy to see how successful you have been. Alma is likely missing the last class and she already missed another class this session. Is there anybway she can come by for some makeup time?
Hi Ariela, I’m so glad to hear Alma is loving art class! Thank you for the kind words, it means so much to us. Regarding the absence, If you'd like to schedule a makeup you can use our new self-service tool to find and reserve a spot…
Asking for something we can’t do If someone asks for something that we don’t offer (like a private class, birthday party or toddler class) thank them for the request before saying no