What if a nanny quits and gives negative feedback about the family?
Hear the family and caregiver separately, record the timeline and specific concerns, and assess any immediate safety issue before presenting another person. Check the signed guarantee and what remedy it actually promises; do not promise a prorated refund or blame either party before review. If another search is appropriate, agree on any role changes needed to avoid repeating the same mismatch.
What should the agency say when a replacement search exceeds the expected period?
Send a concise update with searches completed, candidate feedback in aggregate, the current constraint, and the next decision date. State what the guarantee covers and whether the family needs to adjust schedule, compensation, duties, or timing. Offer a documented path forward, including a revised brief or a discussion of the contract remedy, without promising a hire by a date the agency cannot control.