Saturday, May 27, 2006

Customer Service Issues

Recently a friend passed along to me several comments on the internet "ripping" Turbo Jam for the cusotmer service associated with trying to place or receive an order.

I know this is to be expected. To some degree, it's the law of numbers.

I've been told I shouldn't read those things, as ultimately, as a partner with Beachbody, my hands are tied, or better stated, I have placed my "baby" in the best hands and I trust them to continue to improve the system!

And...Yes... I do read these posts..every one of them. When you hear, "you have to take the good with the bad..." I think this is what people mean. There is so much positive going on with Beachbody, their community outreach, their devotion to their customers, the employees who work around the clock to fix these problems and that's not even to mention the thousands of people who have lost thousands of pounds. So to read such strong and serious concerns about the ethics of Beachbody or their practices is more than a little upsetting. I do indeed read the comments. Are you kidding me? I have 100% vested interest to maintain my reputation and service our customers. Turbo Jam is my life's work, my passion, my mission, my baby. To have Turbo Jam be referred to as a "scam" is hurtful, upsetting, frustrating, you name it. It's beyond words. I'm told by people daily that I shouldn't let it bother me so much, that certain things are out of my control, to avoid reading the comments, to concern myself only with what I do best, i.e. making workouts, but that's not who I am. I am concerned and I picked a company that is concerned too.

I assure you, as will thousand and thousands of customer, Turbo Jam is not a scam. It's legit. The people in the work out are real, the workout is real, the results are real and I have devoted my life to this project. The challenge lies in that due to it's sweeping popularity (in the consumer market) there are more calls and more orders than we could have expected. This means hire more people, finding companies to outsource our order fulfillment, call centers, and customer service just to name a few. Of course these people work off of scripts. There's no other way to do it. Hey, I'd take every call myself if it were an option. It's not. partner for Turbo Jam works dilligently to monitor and record calls to ensure it's practices are ethical and of the highest quality to be expected in CS. I can assure you all we have spent many hours trying to find a better solution and no on is giving up. From the bottom to the top this is a priority. The lengths that Beachbody has gone to make

Lastly, pleaes consider this. There are several comments you can find on the internet about billing and customer service issues. People find a place to complain when there is a problem. Yet, there are nearly 1/2 a million people doing the Turbo Jam workouts world wide in just the last 6 months!

Please know that even one negative complaint about the handling of customer service or the amount someone was billed is too many.... Yet due to the sheer volume of orders placed for this program, there are going to be more "negative" about the CS as there are more units being sold than any other program. So part of this is the law of numbers (as upsetting and unsettling that is) and the other challenge is finding a way to best handle this "boom" in popularity and deliver exactly what is promised.

None the less, please accept my sincere and personal apologies to anyone who took the step of making a call and got excited about chaning your life, only to have been met with frustration and the aggravation of having to cancel or re-place, or wait for an order. It gives me a knot in my stomache. I read all of these posts and i probably shouldn't. Yet, I want each person who has encountered difficulty to know I sincerely apologize for any inconvenience.
It might be more of a wait than you had anticipated, but I hope you'll find it worth it.

Thank you for listening. Thank you for your honesty and thank you for being so dilligent about getting the product!

Jab, cross, shake it...


Wednesday, May 03, 2006

Happy Birthday to my Little Sis

Happy Birthday Little Sister!


Happy Birthday baby sis! I'd like to let the world know what a wonderful little sister you have always been. I would also like to apologize publically for refusing to let you run away from home with men when I was 7 and you were 4, cutting the round brush out of your waist length hair when we were 9 and 12 years old, fighting over clothes, friends, shoes, make-up, cars, and for teasing you about your "big bug eyes" which you were later voted "prettiest eyes" in highschool (I guess you showed me!)

(My sister Jenelle and my our little brother Bill)

I 'm sorry I was always dropping in on you and your friends yet refused to allow you to come within 20 feet of mine!

Thank you for being such a beautiful ballerina when we were growing up, so graceful when I was such a spaz! Thanks for laughing uncontrollably at my stories and being my biggest cheerleader. Thanks all the long trips out to Cali, the way you make Turbo Jam so fun for me and all the other unexpected last minute, TJ shin digs. Thanks for having such long gorgeous legs and taking one for the team when the director needs someone to wear "short-shorts". Thanks for finally giving me a nephew to spoil, teach naughty words to, and giggle with. Thanks in advance for having another baby... (said tapping my foot in a motherly..older sister, let's get to it, kind-of-way)

As you're older sister, I find it my duty to be "all up in your business", a know it all, bossy and still try to tell you what to do. As such..I order you to move closer to me! If you don't... I plan on telling Mom and Dad... EVERYTHING... and I do mean EVERYTHING!

(photo - Jenelle and my son Brock)

Thanks for being an awesome lil sis, a best friend and the best mom and just one of the coolest, most down to earth, caring, funny, selfless, stylish, beautiful women I've ever known!

I love ya!