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PKA Karate Academy |
Pittsburgh |
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 5 Stars
Jun 27, 2012
PKA Karate Pittsburgh
We are the only martial arts Academy in the Pittsburgh Market to offer 5 different Age-Specific, Results-Driven, Goal-Oriented, traditional martial arts programs. These programs are psychiatrist, and psychologist recommended, tested and approved for the growth and developmental stages of students as they grow and mature.
In January 2012, two of our programs switched from a 30-day testing cycle to a 10-week (semester) testing cycle. Students learn either through group classes, and / or private lessons and those students meeting the proper requirements based on knowledge, demonstration and skill level are reviewed and signed off to test. Those not ready to progress continue their training until such a time that all requirements are met. They then test at the end of a future semester. During the initial rollout, we had one family that was not happy with this change after three years of being a very satisfied customer. We apologize our school has always been known as a pillar in the martial arts industry for over four decades and not a belt factory.
In the middle of the 2011 season, we also implemented a new mentor / instructor program modeled after what school teachers and law enforcement are mandated to complete. These students are hand-chosen based on many variables such as age, attitude, maturity, skill level, and their actions outside the academy. Some students that were once able to "help out" in group classes were no longer meeting the new qualifications for this new mentor program. This again effected this same family. We certainly apologize for this new standard and program.
With the exciting organization and structured programs being implemented to take our Academy into the future and beyond, this family was still not happy. Every effort was exhausted to develop a system for them, specifically. After a couple weeks of success and praise with a personal tailored program and new system, they decided against it. And they chose to leave. This family was a paying customer with many documented praises for over three years.
Change can be hard on everyone.
That was the case. Many email, phone conversations and finally a sit-down meeting with both parents and senior staff was done as per our standard customer service policy. When this family choose finally to leave, they now have a sour taste in their mouth and like to tell people they were mistreated. That is certainly not the case. Much time was expelled in talking, working and designing a customized program that the two children would like, devoid of the rest of the entire Academy. That's customer service; putting the customer's needs and two students over the entire student body versus just turning a back on a very dedicated and respected family member of over three years. These steps taken are all documented either on paper or through audio meeting minutes, as per our customer service policy.
In the end, we realize as a business, the customer is always right and of course, has the choice to take their business elsewhere. And they can also choose to leave on a sour note, if they wish. As people can see, and we are told from current customers, we certainly do everything possible to go above and beyond to meet every need.
Students do come and go from any type of training, activity or even sport for many reasons: time, schedule changes, family changes, finances, goals completed, etc. It's the nature of business and we're certainly no different.
The many documented, kind words received from this particular family over the years means much more to us and our mission statement, than punches, kicks, schedule changes, uniform costs or stripes on a child's belt.
We're far from perfect, however, our product, referrals and references speak for themselves! And our standard will not be compromised under any ownership or leadership, either now or in the future.
Please feel free to contact us with any questions on this or any of our policies. Try our competitors out and come and experience us. You'll be glad you did.
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1 Stars