Hello Karen M (or is it Angela?)
I'm not sure who to address this to, since the response to my review is under the account of Karen M (the owner), but the review says to respond to Angela's email... confusing.
I have waited in responding to your response because I wanted to calm down. It took a while... Since your defense of yourself was so public, I feel it only appropriate to continue in that vein, but I'll address that philosophy in a minute.
Let me start by saying thank you. Everything in life can be a lesson if we take the time to learn from it, and my experience with Floaties Swim School was just that. The condescension which oozed from your response taught me that no matter how sincere or well-meaning a person is, not all businesses give excellent service. The lack of results from your school reminded me that nothing in life is guaranteed. And in thinking about the teachers at the school, I was reminded that often times blame is misplaced. ALL great lessons to have learned. Granted those were not the lessons I signed up for, but they were lessons nonetheless.
Let me return the favor, with a quick couple of lessons of my own.
LESSON 1: Online Review Management
Don't engage in an argument for everyone to see. Instead of defending yourself in a public forum, invite me - or whomever - to discuss the matter with you privately. Then, any unresolved issues would be minimized and privatized, and you would have saved face publicly by expressing your desire to resolve any issues. I recommend reading Likable Social Media, by Dave Kerpen.
That being said, it's clear to me that your response was NOT designed to satisfy me, so much as it was designed to NULLIFY my issues publicly, so as to attempt to regain any business that may be lost because of my review. I understand that, after all you ARE a business trying to make a PROFIT. That's fine if that's how you want to run your business, but at the end of the day, if a customer isn't satisfied, then you can say goodbye to any return or referral business - which we all know is the best kind, right? True, my daughter still has not learned to swim, but I refuse to give your company any more of my business. And THIS updated review is now being shared with Facebook TOO!
LESSON 2: Set Proper Expectations
You DID make special accommodations for my attenuated schedule, which I mentioned and still appreciate. HOWEVER, I was given no impression that this would possibly inhibit my child's learning based on the desired schedule. I would suggest more upfront communication with your customers. While it may cause some business to turn away, it's better to turn away someone who wouldn't be satisfied, than to accept the business under false pretenses, then piss someone off. I've not chosen NOT to return to continue her lessons and feed any more money to your company, because God only knows what kind of results you may get!
Having been a mentor, and a teacher for years, I do understand that it can take time to develop the various skills you listed Karen/ Angela. However, as a parent who is unfamiliar with your school, pedagogies, methodologies, and theories of learning, I guess I assumed those would have been better communicated upfront. My fault for thinking your business would take the responsibility upon itself.
LESSON 3: Accepting Responsibility
Regarding the change in instructors. I applaud Mr. Michael's noble service to our public safety. There are few callings I can esteem as higher. And your manager did a wonderful job, as did the other teachers - as much as can be expected. HOWEVER, my point still stands, that the substitute teachers took some steps backwards because they simply didn't have the relationship necessary to engender the trust needed for a child to try new things. In "isolated incidents" such as this, you may want to offer an extra complementary lesson to make up for the inconvenience. Sure you'd have to eat the cost of one lesson, but by taking responsibility, you'd engender satisfaction with your customer, by demonstrating your understanding of the imposition caused.
I hope this experience has been as much of a learning experience for you as it was for me. I will definitely be more on guard when employing a school to teach ANYTHING to me or my children, and I will NOT assume they are good at customer satisfaction. After all, you guys are swim teachers, not hospitality experts or business leaders.
I've DEFINITELY learned my lesson. Time will tell if you've learned yours. read more