Customers can sometimes be empathetic to the company’s problems.

Today Mark Jostes a 2 time customer of ours was really pissed off at one of our trainers and sent us the following email.

Hi Fatima,

Is this the way that training is handled by Magna. I got the same type of messages during my CRM training sessions with Francis Raphael also. These messages make me feel like I am not important and that instructors are only available to teach me when they don’t have more important work to do.

Regards,

Mark Jostes

Attached was also an email from our SAP ABAP Training tutor

Hi Mark,

I will not be available for todays class due some emergency work. Sorry to intimate you at the later moment. with regards,

SAP ABAP TRAINER.

Now, Mark ( the customer ) had all the right reasons to be mad at us. First off I didn’t understand how to react. If the trainer did not intimate in advance, we could have gone back to her. But she did the right thing but informing the customer in advance that she will be not be able to take the class ( probably because of some urgent professional work at her regular job ). At the same time, Mark had all rights to be pissed off because it happened twice to him ( in our SAP CRM Training class previously and now in the SAP ABAP Training class ). I promptly apologized, and tried to explain politely our situation and relationship with the trainers and how we are doing our best and this was happening despite our best efforts.

Mark

We never wanted to make you feel less important. We apologize if we have made you feel so. I know nothing we say will make you feel better, but here is our side of the story just as an FYI.

All of our trainers are working part-time with us and they work full time with other SAP Consulting companies like Accenture, IBM, TCS, E&Y etc. We tried to hire folks full-time for 1 year and failed to do so at the best of prices. Consultants simply do not want to work full-tim with any training company. I personally worked in SAP Academy for some time and believe me, they do NOT have proper trainers (and they charge $7000 for SAP ABAP in-class training for which students typically end up paying for travel and stay as well which can end upwards of $10,000 ). So, we are essentially doing this training for less than 1/10th of the price at $650.  This might come as a big surprise for outsiders to the training business. Many students who passed out of authorized SAP Academy training centers came out and said the quality of the training was bad. SAP of course makes up for that using good materials and systems.( Nothing against SAP btw, we are all living off of its products )

The only way any institute like ours ( as far as we know ) can provide quality and AFFORDABLE SAP training is to get hold of experienced, certified consultants and make them work part-time with us. The trade off to it is that they end up working late hours in their job or handling production support tickets and make themselves unavailable to our students – which is what might have happened today.

That being said, not all trainers are like that, but some trainers are. And these professional emergencies that they get are so erratic that we are not able to predict it and take them off classes. I am very sure this is not intentional. They are afraid they are going to loose their job if they don’t fulfill their professional obligations in time. That’s why, we have come to the conclusion that at least if they inform before the scheduled time about their change of plans that its good etiquette.

This is NO EXCUSE for not being able to serve you properly, but I just thought I would at least explain our side of the story honestly. Once again, our sincerest apologies for causing you inconvenience – and NO – we do NOT feel you are unimportant.

Regards

 

And here is what Mark wrote back.

Hi Siva,

Thanks for being honest I appreciate it very much. I was unaware that the instructors work full-time for other companies. I now understand the position they are in and going forward will be more understanding. I thought all instructors were working full-time for Magna.

Best Regards,

 

This came to me as a surprise that customers could actually be understanding our the company’s problems – Real surprise to me. Of course, we did not want to take his gratitude for granted. We plan to offer $50 discount coupon on the next SAP Training which he intended to take. We want to keep it a surprise until he enrolls in the next SAP Training program after this one is done.

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