Sylvan Learning Center Ripoff, lie, mislead and sells by use of deceitful persuasion Elkridge Maryland

J and Kiki,

As a former employee of the call center in Elkridge and a current employee in a learning center, I'd like to respectfully address a few of your concerns. During my employment at the call center, I observed many sales professionals that appreciated the value in what they were selling and effectively communicated this value to families. The parents felt comfortable with their decision to try our services and the advisors were compensated for their skills and hard work.

However sales, especially in a soft economy, is not for everyone. It's easy to lose focus and forget the benefit to the parent and focus on the money. When this occurs, your perception of what's taking place becomes distorted. J, if you're still an ESC, you can turn it around if you choose. You work for a company with a relatively stellar 30-year reputation of honesty and success. I suggest you talk to your supervisor about spending a couple of hours in a learning center where you can meet some teachers and families. At the very least you should read some testimonials. However, if you decide to succumb to complaining and badmouthing the people who write your paychecks, you should resign on principle. If you continue to work for an organization that you think "lies" and "promises" to get children ahead academically, what does that say about you?

I will now go through Kiki's points one by one.

Kiki's Complaint:
Ease Phase: Be careful, this is when the agent is trying to feel you out. If you ask for prices, they will tell you pricing is based on the unique 'needs' of each student. That is a blatant LIE! It is $225 for the assessment test whether you are struggling and failing everything or flying by with straight A's. The hourly ranges between $36-$55 depending on the area you live. The more popular cities of course will pay more.

My Response: "The agent is trying to feel you out"? Kiki perhaps this was your first sales job. Or perhaps your first job!!! When dealing wtih the public, most employers train you to establish rapport and undertand the needs of your customer. The truth is Sylvan offers several programs and services that don't require any diagnostic assessment. Our SAT and ACT Prep progams offer an optional free practice test. Our Homework Support, College Prep Writing, State Test Prep and In Home Tutoring programs do not require any assessment. Parents can also be scheduled for a free tour and consultation if they aren't ready to make a financial commitment. If you tried to sell a 225 assessment to every caller , you didn't listen to the needs of your customers. That may explain some (if not all) of the guilt that led to your resignation.

Kiki's Complaint
Needs Phase
This is when the agent will ask you several questions that he/she will use against you toward the end of the call in the Q&C Phase (Questions and Concerns... in this pahse you are trained to handle objections which I will go into detail further).

My Response: Did you use your customer's words "against" them? Most children in need of tutoring have unique and specific needs. You were supposed to ask questions to understand those needs. Taking detailed notes on those needs allows the learning center to prepare the most appropriate strategy to help the student achieve success. If you thought you were supposed to use your information "against" your parents, you never understood your job.

Kiki's Complaint
Solution Phase
This is the phase where the agent will sell you dreams of gold. Everything issue and concern you have had and disclosed in the call (whether intended or not) will be used to make you beleive that whatever is going on with your child can be fixed.

My Response: Why can't it be fixed. Helping a child read on grade level or improve their study skills and grades is not "dreams of gold". It is a reality for 95% of Sylvan families. I see students grow beyond the parent's expectations each and every day. The Sylvan programs work Kiki.

Kiki's Complaint
Q & C Now, this is the phase I always had difficulty with. When objections arise,
'I don't know about this'
'We just don't have the money right now'
'My chiild has autism, let me speak with his teacher first'
'I just DO NOT have the money and cannot afford it'

Whatever your objections is... Sylvan agents are trained to come right back at you with a solution.

My Response: You never believed in what you were selling. Therefore, I can understand why Questions and Concerns were difficult for you. Instead of looking at Questions and Concerns as confrontational or an argument, you should've understood it to be an opportunity to provide clarity to your customer.

In closing J and Kiki, 95% of enrolled families enjoy their Sylvan experience and feel the investment is worth the money. I'm hosting a graduation for many of these students and their families on November 22. Each of the graduating students made remarkable progress and they have set themselves up for success in school and life. And each of them began their road to success by talking to an advisor at the call center in Elkridge.

If you are interested in attending the graduation, I'll be happy to send you an invitation. Please respond (I suspect you will) and I'll email you details.

I wish each of you success and happiness.

I, too was employed with Sylvan Learning Center in Elkridge, MD from 2/2008-06/2008. I voluntarily left the company because I of the stress factors and the guilt that came with Sylvan employment.

The position I applied for was "Academic Advisor" but found myself in a competitive sales environment that fed off of most parents' weaknesses; their children.

My main job was to feel parents out, let them talk on and on about their kids and how they were struggling with grades, study habits, self-control, self-esteem, and many more factors that contributed to the bad grades. Then, I was to use that information and throw it back in the parent's face... making them feel guilty that they as a parent was not doing their job by any means necessary as a parent.

Not that I WANTED to do this... nor that I even LIKED doing it but it was my job and my only means of support at the time. I was TRAINED to manipulate, deceive, and lie to hundreds of parents and as an education student, I could no longer live with the guilt.

We were trained to break calls up into several stages:
1. Ease Phase: Be careful, this is when the agent is trying to feel you out. If you ask for prices, they will tell you pricing is based on the unique "needs" of each student. That is a blatant LIE! It is $225 for the assessment test whether you are struggling and failing everything or flying by with straight A's. The hourly ranges between $36-$55 depending on the area you live. The more popular cities of course will pay more.

2. Needs Phase
This is when the agent will ask you several questions that he/she will use against you toward the end of the call in the Q&C Phase (Questions and Concerns... in this pahse you are trained to handle objections which I will go into detail further).

3. Solution Phase
This is the phase where the agent will sell you dreams of gold. Everything issue and concern you have had and disclosed in the call (whether intended or not) will be used to make you beleive that whatever is going on with your child can be fixed.

4. Q & C
Now, this is the phase I always had difficulty with. When objections arise,
"I don't know about this"
"We just don't have the money right now"
"My chiild has autism, let me speak with his teacher first"
"I just DO NOT have the money and cannot afford it"

Whatever your objections is... Sylvan agents are trained to come right back at you with a solution.

Parent: "I don't know about this"

Agent: What don't you know? As a parent, I'm sure you know you want the best for your child right?

OR

Agent: As a parent, you should be willing to do whatever it takes to see your child succeed. That is your job, now how about a Tuesday appintment?

Sylvan is set up to MAKE MONEY not HELP YOUR CHILD.
Agents are paid at least $14.00 an hour PLUS bonus checks depending on how many people you get to give you the $75 deposit toward the cost of the assessment testing. Trust and beleive, the ONLY thing the agent on the other line of 1-800-EDUCATE is MAKING THAT $75 DEPOSIT so that they can make their conversion rate for BONUS!



KJ
Baltimore, MD