I was talking to Bart earlier today (which, I find, helps the employee/manager relationship), and the conversation found its way to promises. I don’t want this to sound like a sales pitch, though I’m pretty sure it will come off that way due to the nature of the discussion:
One of the things that separate CAI-U from other online learning offerings is that we make and stand behind our promises. I am not suggesting that other groups don’t keep their promises – I’m suggesting that they don’t make promises to start with. I’m very proud that we do, actually, which is why I brought it up with Bart. He asked me if we had the promise on our main site, which we do! He then asked me if we had anything about our promise to students on the blog.
So instead of just including our promise to you, I want to get into a bit more detail, the philosophy if you will, of CAI-U’s promise to students (or potential students, for that matter). Just for kicks, however, I want to include the promises we make here: CAI-U is dedicated to your success. By focusing on responsive customer service , quick resolution of questions or concerns, and exceeding expectations, we hope to not only give you the best training possible, but also the best customer service experience possible. After all, when you do better, we do better.
If there is a problem with any of our products, please let us know as soon as you can. We will dedicate ourselves to a resolution, no matter what is needed. CAI-U understands the importance of your time – we don’t want you to wait for an answer or resolution. At CAI-U, we stand behind each and every one of our courses, and don’t believe our relationship ends with a learner once we receive payment. We will be here for you whenever you need us, and that’s our promise.
And there is this one as well, which is close to the first but just different enough to mention:
CAI-U wants you to be successful. After all, our success is tied to yours. If you are not satisfied with our training, we aren’t either. Included in every course offered by CAI-U is this promise: if for any reason you are not satisfied with a course and we are not able to resolve your issue, CAI-U will refund your purchase in full. No hoops to jump through, no hidden fees.
So let’s talk about how we can make these promises, and how we keep them:
- We really are dedicated to your success. Many companies forget about the mutual nature of success. If someone takes a course from us and doesn’t learn a thing, hates it, or can’t even get into it due to tech problems, where does that leave us as a business? Would we get any future business from that person? More importantly, would they tell their co-workers and friends about our training (in a positive light, that is)? No, nobody would. Furthermore, we want our training to be helpful – everyone remembers the people who helped them reach a goal, and we want to be one of those people.
We really are people. If you have a problem or question, it comes to me, Jerry, or Katrina. We have names, desks, goofy little coffee cups and far to many post-it note reminders. Instead of you, our student, being immediately lost in the ‘choose 1 for technical help, choose 2 for customer service’ world of huge organizations, your emails or phone calls reach a living, breathing, completely responsive human being. We aim to treat every student as if they stopped by our desk for help with a question. We like the idea of being ‘real’.
Money isn’t everything in the world, and certainly not in ours. If someone is completely dissatisfied with a course, we’ll be happy to do anything we can to help, even if that means refunding the purchase. CAI as a company believes in the importance of healthy relationships, CAI-U fosters that belief in every customer interaction.
We don’t keep secrets. Not in our pricing, not in our after-purchase services, not in our resolutions. To be honest, it’s just much easier to be up-front. If we quote a price to you, that’s the price. We aren’t in the business of tricking anyone.
Maybe a bit much, but I for one am very passionate about keeping my promises, and I’ve learned that the whole CAI-U administration is as well. While it may not be a very big part of other organizations (due to size, goal, or whatever), it is very important in ours.
As always, your comments are welcome. If you’ve been a student of CAI-U, share how we did or didn’t hold our end of a promise. I’d appreciate your insight.