I like to give parents the benefit of the doubt at least occasionally and that is where flexibility comes in. I am a 40-60 minute drive for my parents that work in the west end and there are accidents and slow downs on the Queensway pretty much daily and no it isn't like they can take another route. I have a late fee but the parent that races here after work and so has 4:30 on her contract but occasionally takes till 4:40 to get here is not charged overtime compared to the parent that works at about the same distance away and put 5 down on her contract so she didnt' need to rush so if she is late then it is her own fault. If the first parent is late it is because the traffic was an issue or the boss asked a question as she headed out the door. Those that have pickup times scheduled before my 5 pm close as in are not using their full alloted 10 hours are not charged in the same as someone who goes 10 mintues over their 10 hours. Otherwise I would have all parents putting the full 10 hours on their forms and going home and starting supper and changing clothes before coming at the last minute to pick up. They figure they are paying for it anyways. It just seems if I work with each family I get more respect back than if I stood my ground and treated them like a number than a human being. No matter what you do there will always be a family that abuses the rules no matter what they are.