People who work for large organizations present an image to their customers, co-workers, and friends. But "large organizations" are not the only ones who should be concerned about their "image" and their "public relations." As a home-based child care professional, you need to be concerned about these things, too.
The message (positive or negative) which is conveyed by an "image" is the message or series of messages which people receive. For example, the way people are met or talked to on the telephone reflects a company's image to outsiders. People do not notice the "big things" about an organization. After all, people expect everything -- the big things -- to go right. When you enter a store, you don't necessarily say "Oh, the lighting is really good," or "My, these aisles are so neat." However, if you can't easily find an article that you need, or if the store is out of a common household item, you would notice that. It's the small things that people notice.
As a professional child care provider running your own business, you are also conveying an image -- a message -- to parents, licensing personnel, friends, and your own family about your business. Here are some ideas on how to make this message a positive one.
- GIVE callers and visitors immediate attention. When parents come into your home always greet them with a smile. Do so on the phone, also.
- APOLOGIZE for unfortunate events. "I'm sorry I have to close my child care tomorrow, but..." or "I'm sorry the children are a little loud, but with this age group they tend to have a higher noise level."
- DRESS so that others will be comfortable. Never greet your daycare parents and children in a bathrobe unless you are providing 24-hour care.
- KEEP the work area neat. This doesn't mean spotless! But putting things away and picking things up (especially when parents are due to arrive) shows others that you have control of the situation.
- IF you smoke, try not to smoke in front of your clients. This includes the children. As you may know, smoking is becoming very controversial in child care homes and your parents will respect your conscious effort of keeping it away from the children.
- TREAT others with respect. Have you ever been on the phone with someone, only to find that they start carrying on a conversation with someone else in the room? Give others your attention and listen.
- DON'T complain to others who have nothing to do with your job. They can't solve your problems. You may find it hard sometimes not to vent your anger over a parent or child situation you are dealing with in your business. However, it is not good for your business, for child care in general, and it makes you look bad. If you have a complaint, go to the person who is responsible for the problem and discuss it with them.
From the March, 1993, issue of The Teddy Bear.
