So, I get a phone call the other day. A mysterious voice asks "This Introduction to CMMI class you have scheduled for April 13-15 -- is it actually going to happen?"
I'm a bit perplexed, because I'm wondering to myself why I'd intentionally schedule a class only to then cancel it. Seems like "rework," which of course the CMMI itself largely exists to help us avoid.
I reply that yes, of course it's going to happen. Unless I'm in the hospital or something.
Now desperately wanting to get pictures of a half-dead me out of my head, I say "Why do you ask?"
Well, it turns out this individual had enrolled in a very fine, reputable organization's Intro to CMMI class. He made his travel arrangements, and then all of a sudden -- boom! -- one day he got a message saying the class is canceled... due to low enrollment. "Sorry" they said, helpfully.
Ouch.
He then called another organization who had an Intro to CMMI class scheduled in the same timeframe. He asked if they were actually going to hold the class, which was only a week away. The answer was "We're not sure."
Seriously? The class is a week away, and you're "not sure"? Ever consider investing in calendar software extending beyond five days, Organization ABC?
(Warning: I'm about to jump up onto a soapbox here. Or maybe you've sensed I already have.)
Before I go much further, let me come out and say that I honestly don't relish bashing the competition -- because the SEI and its Partners are playing in this sandbox together, and your competitor today could be your teammate tomorrow. So even though I know which organizations he contacted, I'm not about to name them here. (Besides, I learned a long time ago never to pick on people who are bigger than you, or you could get beat up. But enough about the Great Jamie Peterson Incident of 1974...)
Seriously, though... is canceling a class due to low enrollment -- especially after people have put time and money into making travel arrangements -- a good idea? Obviously, some organizations think so. They're concerned about "break-even" points. **I get it.**
But if you happen to have your CMMI for Services book handy, take a good look at the subtitle: "Guidelines for Superior Service." Given that, are these companies practicing what they preach? You decide.
So, what would I expect these organizations to do? Teach the class and lose money? Unquestionably... yes. You've made a commitment to your customers. Now follow through. If you're losing money by doing so, that's really your problem -- not your customers'! Then, assess your future plans and consider not holding any further public training classes -- before people sign up for them. (At least, not until you're better at figuring out how to build an audience.)
I realize this is simply my opinion. And if corporations prefer to chase short-term profits rather than build long-term relationships, then hey go ahead and join all the other companies in America who have a similar focus. Meanwhile, the part of me that has to worry about feeding Buddy and Koko silently says "Hmmm... those students you're abandoning will have to go somewhere..."
I'd be interested in knowing what others think. If you knew you'd be losing money by holding the class, would you cancel it?
Yeah, well education is all about the money. It's never about you...I would say I am not surprised in the least.
ReplyDeleteSimple answer here: No.
ReplyDeleteIn this particular case 2 conclusions:
ReplyDelete1. they don't practice what they preach (SD, SP 1.2 would guide them through all considerations), or the price for their services is so low that surprise for a potential trainee should be expected
2. your competitors' loss can turn into your gain - do you have "Never canceled training" on your web page?
Alena,
ReplyDeleteIn one of the cases, the price is indeed lower than mine, so perhaps there is a bit of "you get what you pay for" involved. (E.g., incur a significant cancellation risk.) In the other case, though, their price is higher and you might think they could absorb the hit. I do feel for all these guys a bit, though, because demand is definitely down from last year. I was consistently drawing 25 to 30 students in 2009 -- and even had wait lists; now I'm struggling to get 20. (Not whining, I realize some might be happy with that. Still not naming any names...)
About your other point... I didn't state this in the entry, but of course I've never canceled a class! (Otherwise this would be a hypocrisy-laden posting, wouldn't it?) Believe me, I had numerous cancellation opportunities when I started out! The first time I taught Intro to CMMI as an "independent", as of three weeks before class I had one (1) student enrolled. I made the decision then to proceed with class no matter what, but I also realized that if I didn't learn how to draw a larger audience then I really needed a different hobby.
:)
Bill
Bill: As a parent, I can say that I had a similar problem: years ago, the day careprovider for my then 3 year old decided that there wasn't enough of a demand for extended day care so they just canceled the service, even though I had paid for it and had to with no notice jump through a lot of hoops so that my son could be cared for while at work. Naturally, as soon as we could we put him in another day care situation.
ReplyDeleteI actually had a similar situation happen to me, but with my hobby "flower design". At times in my hobby I was on both ends of the spectrum.
ReplyDeleteSituation 1: I ordered flowers from a wholesaler online and selected to order 100 roses. The wholesaler called me a week later and said that they do not sell the roses in bunches of 100; they only sell them in bunches of 200.
My reply was "Was or was not '100 roses' an option on your website when I placed my order?".
The vendor replied "Yes".
"So, how am I, the customer, suppsed to know this and plan for it?"
(**ckricets**)
"Well, it seems to me that someone needs to improve their process to review their website for descripincies. For now, this is your issue because it was your error. I will expect my 100 roses in two weeks. Have a nice day." Needless to say I revieved my 100 roses and a discount.
Situation 2: I was asked to design flowers for a small wedding recently (just 3 arrangements). I proposed a price soon to find out that if I ordered wholesale I would be paying more and not using all the supplies; and if I bought locally I would be paying as much as the wholesale price but for less supplies. It was a lose-lose situation. I went with the option to buy locally and lost money, but I did not go back on my estimate or my word. I created a lessons learned not to do arrangements under a certain threshold; or if I do to, I increase my estimate accordingly.
Great examples. It's all about being careful in making your commitments, and honoring the ones you choose to make. I just did a quick and dirty search through the CMMI, and it mentions "commitment" on 56 different pages!
ReplyDeleteFor example, I have space and time reserved to teach public classes on a regular basis for the rest of 2010. I don't have anything past July posted on my website though, because I don't want to publicly COMMIT to anything after that in case the market changes or I decide to become a rock singer. (Oops, about 30 years too late on that one!)
Bill, I totally agree with your original post. If you say you are going to do something do not quit because you did not plan it right. Learn from it and go fix it! Improve upon it. And have money as a cushion to back up your learning experiences. :) Too much today is about the money. Do it for the passion...the money comes.
ReplyDelete