--Apple-Mail-D205F62B-D240-41C2-B32F-0B25B4F2FA44 Content-Type: text/html; charset=utf-8 Content-Transfer-Encoding: quoted-printable Approved. Thanks S= haron Sent from my iPhone On Oct 21, 2025, at 1:26=E2=80=AFPM, Sharon Speirs <sspeirs@thekey.com&= gt; wrote: =EF=BB=BF 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 express= ed significant concern; I want to ensure we address these issues proactively= . A common theme among those who contacted me, part= icularly 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:** Lore= a Chilton (stepdaughter) and her brother. * **Current Situation:= ** I recently spoke with Lorea, who is highly stressed about the new hourly r= ate. While she is adamant that care continue, her brother wishes to cancel d= ue to financial constraints, exacerbated by the slow sale of the client's ho= me in the soft Victoria market. * **Business Decision:** I lower= ed the rate by $1.00 to $44.00/hour. This adjustment prioritizes client well= -being and retention while demonstrating respect for their tight financial s= ituation. The rate increase letter directly contradicted my efforts to maint= ain this valuable client relationship. * **Status:** Receiving 3= 3 hours/week at $44.00/hour (50% margin). Weekly billing is $1,546.00; lifet= ime revenue is $36,971.63. **2. Lynol and Shirley M= ack** * **Service Start Date (SOC):** February 3, 2025 (8 months= ). * **Contact/POA:** Brent Mack (son). * **Current S= ituation:** Brent had previously negotiated rates to keep his parents at hom= e, as accountant estimates suggest their funds will run out in four years. H= e 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 previou= s owner had taken advantage of him. Despite being happy with our service, he= is now exploring alternative agencies because he feels the current arrangem= ent is unsustainable long-term. * **Business Decision:** I reach= ed out to Tim, and we decided to lower their rates to $43.50/hour for daytim= e shifts and $45.00/hour for overnight. I believe increasing each day part r= ate in February 2026, after the one-year mark, would be appropriate as norma= l business practice for this involved family who strongly wishes to keep the= ir parents at home. * **Status:** Receiving 172 hours/week (48% m= argin). Weekly billing is $7,674.00; lifetime revenue is $205,234.20. **3. Mary Carson** * **Service Start Date (SO= C):** February 3, 2025 (8 months). * **Contact/POA:** Janet List= er and