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On August 25 2010 03:08 Louder wrote:
How about you pick up the phone and call me directly? There's a number clearly displayed when you make a payment that goes directly to me. Incontrol ended up going out of the country on short notice, and I've spent the last 6 days moving - meaning if something serious is going on, I need to be reached by phone - and it's pretty easy to do.
Obviously we try to respond with details to any specific questions, but most people do ask extremely VAGUE questions, and as such get vague answers. As for time zones, we always communicate with players in their local time. Always. No exceptions. The only timezone issues I've seen up to this point are with coaches being confused about time zones.
As for scheduling - stuff happens. I apologize, of course, for your difficulties. That said, sometimes things happen, sometimes people aren't as proactive as they should be, and that's something we're working on. It's a new business that's FAR busier than any of us expected, and that's leading to growing pains. It's our goal to make sure every student is absolutely satisfied, and 99% of the time that happens, but sometimes it doesn't. I'm sorry you chose to publicly blog about your negative experience before even attempting to contact the owner of the website (myself) directly by the phone number you were clearly given when you made a payment, as I could have easily (and quickly) sorted this out for you.
If you'd like to work it out, I'd be happy to speak to you any time.
Thanks
Louder
You guys screwed up, that's fine, no one expects you to be perfect. Your attitude is absolutely appalling though.
You come close to apologizing twice, but the first time you blame him for not being proactive, and the second time, you say you're sorry that he chose to blog publicly that your customer service stunk.
"If you'd like to work it out, I'd be happy to speak to you any time." - He came here saying he wanted to work it out, you could have sent him a PM instead of disparaging the customer publicly.
I'm pretty sure I would never hire you, ever. Not because of the initial blog, but the response to this post. But that's OK, because from your attitude, I get the feeling you don't want any more business.
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Osaka27154 Posts
As usual, classy all the way Louder. 
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Yeah ... OP, don't feel bad about posting this up. It's your right to evaluate how your experience was with gosucoaching. They are a business and for the most part you are not the one in the wrong. I would personally ask for a refund but if you're ok with rescheduling something then go for it. You're the consumer so you should be fighting for what you paid for.
Sidenote: I also think the rate is a bit high. $20/hr is the max of reasonable imo for something like this. They better be giving you professional service/courtesy as well as supergood coaching if they're charging $30+/hr.
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Is that response serious?
lol... GC has been advertised on TL through permission of TL.. You'd think a response from a GC official, no less the fucking owner would be better than that garbage.
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Louder, in the business world, the customer is right 99.9% of the time. It may not be true, but if you pretend it is you will earn a lot more money.
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thedeadhaji
39489 Posts
On August 25 2010 12:51 Fraud wrote:Show nested quote +On August 25 2010 03:08 Louder wrote:
How about you pick up the phone and call me directly? There's a number clearly displayed when you make a payment that goes directly to me. Incontrol ended up going out of the country on short notice, and I've spent the last 6 days moving - meaning if something serious is going on, I need to be reached by phone - and it's pretty easy to do.
Obviously we try to respond with details to any specific questions, but most people do ask extremely VAGUE questions, and as such get vague answers. As for time zones, we always communicate with players in their local time. Always. No exceptions. The only timezone issues I've seen up to this point are with coaches being confused about time zones.
As for scheduling - stuff happens. I apologize, of course, for your difficulties. That said, sometimes things happen, sometimes people aren't as proactive as they should be, and that's something we're working on. It's a new business that's FAR busier than any of us expected, and that's leading to growing pains. It's our goal to make sure every student is absolutely satisfied, and 99% of the time that happens, but sometimes it doesn't. I'm sorry you chose to publicly blog about your negative experience before even attempting to contact the owner of the website (myself) directly by the phone number you were clearly given when you made a payment, as I could have easily (and quickly) sorted this out for you.
If you'd like to work it out, I'd be happy to speak to you any time.
Thanks
Louder You guys screwed up, that's fine, no one expects you to be perfect. Your attitude is absolutely appalling though. You come close to apologizing twice, but the first time you blame him for not being proactive, and the second time, you say you're sorry that he chose to blog publicly that your customer service stunk. "If you'd like to work it out, I'd be happy to speak to you any time." - He came here saying he wanted to work it out, you could have sent him a PM instead of disparaging the customer publicly. I'm pretty sure I would never hire you, ever. Not because of the initial blog, but the response to this post. But that's OK, because from your attitude, I get the feeling you don't want any more business.
Summarizes my thoughts well.
There are so many violations of simple, basic principles of marketing here that it's actually mindboggling.
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iNcontroL
USA29055 Posts
guys, lets try and calm down a bit ok?
The scheduling/overall communication through our new website is a bit buggy and has had some issues. This is not the first and for that I am very sorry. You had actually PM'd me personally and tbh I could have been a lot more proactive and hands on with this issue anyways. With the camp, socal and then dubai and now MLG I have been about as scattered as is possible. I have literally been at my house 2x in the past month  That isn't an excuse or anything but I want you to know this is not how we seek to be under normal conditions!
If you still haven't received coaching I would be more than happy to fulfill your original request and be your coach starting this coming monday (when I'm back from mlg). I will even throw in a free hour to compensate for the lack of professionalism!
To those jumping on Louder: I won't speak for him but please try and understand he is in the midst of a move. Anyone moved a family of 4 into a new house? I'd imagine it's hell. Give em a bit of leniency please!
We absolutely want feedback and that means negative feedback as well. Often that is where the most growth can occur! Please allow us the chance to make this up!
<3
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The customer is always right. This is business principle 101. (No matter how many times you might want to strangle the customer for how retarded they might be there would be no business without the customer so there is never a choice in the matter)
Believe me I know, worked for 5+ years in customer service positions through high school and early college.
I'm shocked at Louders response in this thread. It's as if Louder tries to apologize but then justifies why it's the guys fault and not his.
Customer: "Hey I'm having some minor problems."
Employee: "Well I'm sorry BUT you know if you paid attention and were a bit more proactive you wouldn't have these problems."
No matter if the customer IS wrong or was stupid an employee in any customer service position should NEVER put any blame on the customer. EVER. To even suggest the customer is to blame in any way publicly is absurd when in fact the guy was super respectful in the original post to begin with!
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thedeadhaji
39489 Posts
in that light, Inc's response is actually rather good. ^^
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Oh wow I didn't even see Inc's post, we must have been posting at the same time... I still believe in what I said. And don't get me wrong, personally I believe GC is a great business and I've seen wayyyyyy more positive reviews than negative which is awesome.
I hope they continue to grow and become even better.
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Okay folks... I wasn't going to post anything else but after reading Inc's post I changed my mind about getting a refund. All is good. I will definitely post a fair evaluation after my sessions are over.
Cheers!
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On August 24 2010 16:58 Xeris wrote:
I'm definitely sorry about this, but for one - I don't deal at all with scheduling or processing of stuff, I just run tournaments and write news content for the website. Secondly, it could very well be that the reason you haven't gotten a response in the past few days is because Louder is moving to a new house and doesn't have internet back up yet. I know he hired an assistant, but perhaps that person is not doing her job? I'm not sure.
Either way, I apologize for the inconvenience to you because none of that excuses the fact that you haven't been helped yet.
If you're trying to run a business revolving around 'internet personalities' who might end up being flakey, at best, then it seems like a pretty crucial step to have one person who deals with scheduling and correspondence on behalf of GosuCoaching.
Take one responsible person, such as yourself, and have this person deal with all incoming requests, e-mails, etc. and work as an always-available middle-man between the customers and the coaches. Have all e-mail coming into your domain be auto-forwarded to this person so they are consistently on top of everything that is going on. Running a business requires the need to act professionally, even if some of the coaches are incapable of doing so.
edit: It's too bad to see so many excuses being made. Yeah, shit happens. But it also takes about 30 seconds to send an e-mail. If you can't do that you're either being lazy, or worse, avoiding the issue. I deal with business clients every day and, you know, sometimes things come up and I can't make a deadline. But you can rest assured that the second I know that, I'm going to be explaining everything to the client and working out something in terms of 'reasonable' expectations. It's not only to maintain a semblance of professionalism, it's common courtesy.
Oh well, I'm sure you guys are decent people (maybe not Louder?) so you'll learn from this and be better for it in the long run.
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FuDDx
United States5008 Posts
Ill be in Phx today Just if anyone wants some heads busted let me know ^.- Joking
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On August 26 2010 00:34 FuDDx wrote:
Ill be in Phx today Just if anyone wants some heads busted let me know ^.- Joking
Thank god everyone's on the way to MLG so no heads will be busted ^_^!
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Rather then repeat what everyone else has said about louder's absurd notion of managerial prowess. I'd just like to say that I was going to use gosucoaching's services, but will now seek tutelage elsewhere. Blaming the customer for your own incompetency is tops. Perhaps InControl should handle the customer service. He seems to have a much better grip on it then Louder.
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On August 25 2010 03:08 Louder wrote:
How about you pick up the phone and call me directly? There's a number clearly displayed when you make a payment that goes directly to me. Incontrol ended up going out of the country on short notice, and I've spent the last 6 days moving - meaning if something serious is going on, I need to be reached by phone - and it's pretty easy to do.
Obviously we try to respond with details to any specific questions, but most people do ask extremely VAGUE questions, and as such get vague answers. As for time zones, we always communicate with players in their local time. Always. No exceptions. The only timezone issues I've seen up to this point are with coaches being confused about time zones.
As for scheduling - stuff happens. I apologize, of course, for your difficulties. That said, sometimes things happen, sometimes people aren't as proactive as they should be, and that's something we're working on. It's a new business that's FAR busier than any of us expected, and that's leading to growing pains. It's our goal to make sure every student is absolutely satisfied, and 99% of the time that happens, but sometimes it doesn't. I'm sorry you chose to publicly blog about your negative experience before even attempting to contact the owner of the website (myself) directly by the phone number you were clearly given when you made a payment, as I could have easily (and quickly) sorted this out for you.
If you'd like to work it out, I'd be happy to speak to you any time.
Thanks
Louder
What a terrible terrible way to reply to a customer. It's like I'm reading a business book, and it would be written in the chapter "DO NOT DO THAT".
DO
NOT
DO
THAT
seriously, dude.
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I really hate to use the word "fail" .. but louder's reply deserves it!
PR at its best
just sad that most of the people who are going to use their services are under the age of 21 and quite desperate or just plain "wealthy", if this business would operate in the real world you should hire a new PR manager but since its not you guys should be totally fine...
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You know, I had lessons with incontrol and he's super solid. We had a lot of scheduling problems (but given that I am 12 hours ahead of his time it's understandable), but NEVER did he once BM or ask me to wisen up and the lessons were very good in structure and theory.
As a teacher, incontrols super awesome. He's very detailed, very nice and very patient. He's not only encouraging but is quick to find flaws. If only I could message him on MSN to get more lessons that'd be sweet (with all his travelling and MLG that's really tough), I'd totally ask you to STICK with Incontrol to get your lessons. I see he's released some new guide for 100 dollars or whatever as well.
I'm not going to judge Louder or the website (btw I can code for lessons if you do need a hand Louder) but you should really understand that a top customer (and one so patient) should be dealt with keeping aside any personal problems you might have. That's just experience from running a business on the side (website design) for 4 years. Whatever might be the situation you cannot use that tone with your customer.
I refer you to an excellent video that would help inspire you (from none other than Jeff Bezos)
Jeff Bezos on Amazon
and to quote him
And the reason I’m so obsessed with these drivers of the customer experience is that I believe that the success we have had over the past 12 years has been driven exclusively by that customer experience. We are not great advertisers. So we start with customers, figure out what they want, and figure out how to get it to them.”
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iNcontroL
USA29055 Posts
I saw you MSN me earlier kage but my MSN is buggy and keeps crashing.. PM me here or email me! I'd love to do more coaching.
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EPT
