Addressing Customer Concerns

In the Trenches Fitness

A few days ago, I was checking out iTunes, looking for new podcasts that I may want to subscribe to.  As I was wading through the fitness and nutrition section, I saw that mine had entered the Top 50!  Needless to say, I was pretty excited.

I decided to see how everything looked on my page, and to ensure that all the episodes were getting filed appropriately.

Evidently, you can go on there and not only rate the podcast, but leave comments as well.  Overall, I’d done great – in fact, 20 out of 21 reviewees gave me 5 out of 5 stars!

But you know where this is going – ONE GUY (cleverly named MCC4) had to not only leave a comment but rank it as a 1/5.  Strangely enough, I was the ONLY PODCAST bad enough for him to rate.

Some of his amazing feedback included the following:

“a complete bust”

“gives every guest a free pass”

“audio levels are all over the place”

And of course the finisher, “Complete waste of time”

As Jim Halpert from “The Office” would say, I take complaints very seriously.  And in this case, I’ve provided at least 7 reasons why I love my podcast – and by extension, you should too!

1 – It’s Free

You pay nothing whatsoever.  Download to your iPod, burn it to a CD, whatever you want to do – but the information is out there for anyone to download free of a charge.

2 – I interview real life coaches, nutritionists, writers, etc.

I make it a point to interview people who are doing what they claim to do.  Nate Green and Adam Bornstein make a living off writing about fitness.  Geoff Neupert pays his bills by coaching and running a facility.  Chris Mohr makes a living off his diet and nutrition knowledge.

In other words, these people actually make money off their knowledge. You’d be shocked at how many people out there DON’T.

3- It’s rough around the edges

I don’t make Podcasts for a living.

I’m not a professional interviewer.  And I’m sure as hell not going to grill my guests.  Everyone who comes on the show has something worthwhile to say.  Does this mean I’m going to agree with everything they say?

No.

But all of them are successful and have great information to disseminate.  From there, it’s up to the listener to discern what fits into their own philosophy, and what they choose to add to their repetoire.

What I’m getting at here is this – I enjoy doing the podcasts because not only do I get to learn from very smart people, but hopefully other people learn from them as well.

Trust me, the podcast is not going to be a demonstration of high-end audio editing, agressive interviewing, or anything of the sort.  And it’s not intended to be.

4- Did I mention it’s free?

Oh, sorry, I guess I already used that one.

5 – You can listen to it anytime, anywhere

This is the beauty of the information age.  You can literally learn any time, any where.  I listened to an episode of the FitCast last night on my iPhone while cutting the grass.

Basically, there’s no excuse not to get better at your craft.

6 – More than just book learning

While it’s not hands-on or visual, there’s a definite “practical” feel to my podcast.

The people I interview are definitely book smart, but more importantly they give great PRACTICAL advice to help you or your clients achieve their goals.

This is what happens when you actually WORK in the industry you speak about.  We have enough Yodas and internet gurus out there to last a lifetime.

7- It’s frigging free!!!!

Just wanted to make sure that part was clear.

However, as I stated up front, I take complaints very seriously, MCC4 (or Squat1000, JaktGunz2550, HawtAbzInDaSummer, or IzDaSwolest, whatever your internet name is today).

In an effort to take the Podcast to a level that you can appreicate it, I’m going to give you three options so that you can help mold the future of In the Trenches Fitness.

Option #1 – Put your money where your mouth is

If you are unimpressed with my podcast from a techincal perspective, please allow me to fix this.  On a dollar-for-dollar basis, I will match any donation that you make to help me purchase the appropriate tools for a world-class podcast.

A brief review tells me I need the following:

– A high-end Macintosh

– A professional quality microphone for myself

– A lower-quality microphone for each and every interviewee

– The appropriate materials to soundproof a room in my house

I think for about $5000 this is totally do-able.  If MCC4 would like to donate up to $2500, I am more than willing to pony up the other half.

Option #2 – Love me for who I am

As I’ve mentioned before, the podcast is far from perfect, MCC4, and I’m sorry to disappoint you.

If you choose option #2, you’ll be forced to deal with the following:

– My audio isn’t perfect

– My cat is talkative

– I will continue to interrupt people, allow them to speak their mind, and make for a pleasant interview experience

If neither of the first two options are acceptable, I heartily suggest option #3.

Option #3 – Stop Listening!

I’m a full-time coach and consultant in this field.  Much of what I do, I don’t get paid for directly – podcasts, newsletters and blogging come to mind.

While I get paid to write most articles, I’m not paid by the reader.

The bottom line is this – I know I’m not going to please everyone, and writing all this up allowed me to vent a little bit and see just how petty one or two trolls can really be.  I’m shocked some people have so much time on their hands.

To the rest of you that took the time to read all this, though, I sincerely thank you for your support over the years.

I’m not the best coach, trainer, author, athlete, podcaster, etc.  I’m a guy who loves the industry, loves to train, and most importantly, loves helping people.

If you can jive with that, come back as often as you like and soak up any knowledge that I may be able to pass along.

Take care and have a great week!

MR

9 Comments

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  1. I absolutely love your podcast! I appreciate the time you put into it, to make it both entertaining and informative. Keep up the great work.

  2. I appreciate you sharing your knowledge through the Podcast & Articles. In 2 1/2 years i've gone from a 44yo neanderthal computer guy with a bad c5 disk to benching 265 squating 405 and deadlifting 405. I check your site everyday for new content and pod casts. I just finished reading Tate's Raising the Bar yesterday. He talks about all the people who helped him over the years. Your 'free' advise has helped me a ton. Keep up the great work.

  3. Mike, I listen to your podcasts weekly, and like you said, "IT"S FREE INFORMATION!!" Free information is always good. Who cares if there is some backgroud noise or whatever. Don't let yourself get caught up with one bad review. Guy's probably never trained anyone in his life. Besides 20 out of 21 is pretty friggin good. Keep up the good work.

  4. MR, Was this just a ploy to get people to tell you how much they love you? Did you need some love? You knew people would support you. Listen MCC4 probably wouldn't know a glute bridge from the London Bridge. He doesn't understand that you're Mike Fucking Robertson! You keep producing great podcast and we'll keep listening. It's the quality of the content that matters most….oh and that it's free.

  5. Mike,
    Some people are just critical. His comments say more about him that they do about you.
    That fact that you give the critic ammo is a sign that you are a doer.
    Doers sluff this sluff it off and trudge onward.
    Doing recorded interviews is an art.
    You aren't a proffesional radio interviewer.
    So of course you aren't going to be working at a pro level right out of the gate.
    To think that you should be is nutty.
    Just do your work, Pursue excellence and F the people who would put you down.
    On a personal note: I have students evaluations every semester and I know the power of a negative comment.
    I can have 95 positive and I will get hung of on the 5 jerks.
    I don't read them any more.
    Im looking forward to your DVD with Hartman and Cressy.

  6. First, I really like your podcast (and your blog and articles, etc.).
    But on your list of things you need to improve your audio quality: a good microphone is definitely important and soundproof room would be good, too. But you don't need a high-end Macintosh for audio interviews. What could you do with it that you couldn't with a slower older model (or a PC for that matter)? You simply don't need the performance and would waste a lot of money. It matters if you want to produce music where you have to apply lots of effects in real-time, use virtual instruments and stuff. But for the stuff you could do to enhance the quality of a podcast you could use a 10 years old computer.

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