This morning, I received word from the President’s office about complaints concerning laptop fees from 2 students and their parents. I was given the task of replying to the President’s office to respond to the complaint.
Upon examination of thesituation, I found that we were completely at fault due to careless errors on multiple levels. In my response, I had to disclose all the errors that were made on our part. Not only do these careless errors make us look bad to our bosses, the University President and the 2 complaining families, but now Donna is having to make personal calls to apologize to the parents and hopefully smooth things over.
It is completely embarrassing on all levels and could have been avoided by people paying attention.
I know that everyone is tired and has had a long semester, but bottom line is EVERYONE NEEDS TO START PAYING ATTENTION INCLUDING SUPERVISORS! Especially when we are charging
people money!
Before ANY laptop charges are assessed on a person’s account.
- 2 people need to check the fine amount by recalculating the times.
- If you are not sure, DON’T ASSUME! Get someone else to double-check the amount.
- Only the SUPERVISOR (Peggy/Kim) will place the fine amount on the account AFTER making sure the amount is correct.
Paying Fees - You all know that supervisors may or may not reduce the laptop fee for first time offenders to $15.00. We do this so that we can give them a one-on-one warning about fines.
- When someone comes in to pay their laptop fees – GET A SUPERVISOR!! We take NO MONEY until the laptop fine has been verified by the supervisor, so that mistakes can be caught and embarrassment avoided!
- NO ONE is to make a laptop payment without having the FORM IN HAND and having done a FINAL RECALCULATION to check for errors!!
If you are unclear of these procedures, see your supervisor immediately!
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