A successful intro call sets you up for success on the job!

At the Job:

• Bring your photo ID

• Give a warm, brief introduction

• Show genuine interest in the child(ren) by asking friendly questions

• Be professional, caring, and enthusiastic — first impressions count!

• Before you leave, thank the family and say you hope to see them again and that they will receive a feedback form

• Let us know the dates you’d like to work, and we’ll keep you in mind!

• We’re only fulfilling about 15% of booking requests — there’s plenty of demand!

• Refer a Friend: If they work a full month, you get £100 → [Referral Link]

• Monthly Prize Draw: Work 100+ hours in a month and be entered to win £100!

• Need to cancel? Call for urgent changes, or WhatsApp for general ones

• If the family cancels within 1 hour of the start time, you’re paid in full (no travel incentive unless you were already there)

• If the family cancels after 5pm, two business days before, you’re paid for 4 hours

• If you experience any problems during a shift, call or message us immediately

• If you see parents cancelling in advance, this has to do with families failing to select their preferred nanny and then realising this once a new nanny accepts the booking. Unfortunately there isn’t much we can do about that, but please don’t get discouraged to see cancellations coming through!

At CocoRio, we know that being great with children is the foundation of every good nanny — but what truly sets great nannies apart (the ones who get glowing feedback and regular rebookings) is their customer service.
Families expect you to be warm, creative, and caring with their children — that’s a given. What really makes the difference is how you make parents feel: confident, supported, and at ease.
💬 Communication is Key

• Always over-communicate — confirm bookings, clarify details, and send friendly updates.

• Schedule an introductory call early — this helps build rapport, clarify expectations, and sets the tone for a positive relationship.

• If a family doesn’t reply, don’t worry — still show up for your shift. Reliability builds trust.

• Be polite and professional in every message; tone matters as much as timing.

⏰ Punctuality & Professionalism

• Always arrive a few minutes early. It shows respect and commitment.

• If you’re ever running late, call or text immediately, apologise sincerely, and make up for it with warmth and professionalism.

• Dress appropriately, smile, and bring calm, positive energy into the home.

💼 Customer Comes First
Whether you like it or not, as a nanny you are a professional figure in someone’s home. Think of the family as your clients — they’re trusting you with what matters most.

• Even if a parent seems snappy or stressed, don’t take it personally. It’s often the morning rush, a tough night, or a child feeling unwell.

• Stay calm, kind, and solution-focused. Your job is to make their lives easier.

• A great nanny always leaves the home (and family!) a little calmer and happier than when they arrived.

⭐ Little Things That Make a Big Difference

• Tidy up after play — it shows care and attention to detail.

• End the day with a quick summary or note: “We had a lovely time building LEGO towers today!”

• Before leaving, kindly ask the family to fill in feedback — this helps increase your positive reviews and chances of being rebooked.

👪 In short: Great nannies don’t just care for children — they also care for parents.
 Professionalism, kindness, and great communication turn one-off bookings into lasting relationships. description