--000000000000eb7bed0641af553c Content-Type: text/plain; charset="UTF-8" Hi Chris and Melissa, I am writing to share urgent client feedback regarding the recent rate increase notification. Three clients have contacted me directly and expressed significant concern; I want to ensure we address these issues proactively. A common theme among those who contacted me, particularly in the Victoria area, is that they began service in February 2025 (approximately eight months ago). They do not view this increase as "annual," as it does not align with their anniversary date. Below are the details of specific client cases I have handled thus far: **1. Klaus Hoffman** * **Service Start Date (SOC):** February 3, 2025 (8 months). * **Contacts/POAs:** Lorea Chilton (stepdaughter) and her brother. * **Current Situation:** I recently spoke with Lorea, who is highly stressed about the new hourly rate. While she is adamant that care continue, her brother wishes to cancel due to financial constraints, exacerbated by the slow sale of the client's home in the soft Victoria market. * **Business Decision:** I lowered the rate by $1.00 to $44.00/hour. This adjustment prioritizes client well-being and retention while demonstrating respect for their tight financial situation. The rate increase letter directly contradicted my efforts to maintain this valuable client relationship. * **Status:** Receiving 33 hours/week at $44.00/hour (50% margin). Weekly billing is $1,546.00; lifetime revenue is $36,971.63. **2. Lynol and Shirley Mack** * **Service Start Date (SOC):** February 3, 2025 (8 months). * **Contact/POA:** Brent Mack (son). * **Current Situation:** Brent had previously negotiated rates to keep his parents at home, as accountant estimates suggest their funds will run out in four years. He was quoted $46.80/hour initially and expected an annual increase after one year. He was extremely upset by the premature increase and felt the previous owner had taken advantage of him. Despite being happy with our service, he is now exploring alternative agencies because he feels the current arrangement is unsustainable long-term. * **Business Decision:** I reached out to Tim, and we decided to lower their rates to $43.50/hour for daytime shifts and $45.00/hour for overnight. I believe increasing each day part rate in February 2026, after the one-year mark, would be appropriate as normal business practice for this involved family who strongly wishes to keep their parents at home. * **Status:** Receiving 172 hours/week (48% margin). Weekly billing is $7,674.00; lifetime revenue is $205,234.20. **3. Mary Carson** * **Service Start Date (SOC):** February 3, 2025 (8 months). * **Contact/POA:** Janet Lister and Ruth Jackson (daughters). * **Current Situation:** Janet called me over two months ago to discuss the $48.00 overnight rate, indicating their mother would likely move to Amica, necessitating the cancellation of overnight care due to financial concerns. I asked Janet what would be n