Hi Steve! Thank you for the honest review. I'm sorry if the time difference made a big impact on your coaching experience with us. I can definitely see how different time zones could be a factor. While it's not completely atypical for the coach & client to be in different time zones, we do try to avoid having drastic differences. Sometimes that 5-10 hour time zone difference can have an impact, sometimes it has no impact at all. It of course comes down to the individual client's preference and their day-to-day schedule and what times they are generally looking to communicate with their coach. With all that being said, if you'd be up for coming back to coaching right now or in the future, I would see to it personally that we get you matched with a coach who is in or right next to your time zone.
I apologize if we didn't get it right this time, but if you're ever willing to give us a 2nd chance, please let me know! You can email me any time at dylan@macrosinc.net. Feel free to contact me if there's any other feedback you'd like to share or anything else I should know about your coaching or how we can improve.
Thank you!
“Ir has been Jon existent for me. Not her fault. I signed up and within a month or so my left hip had deteriorated so badly that I could t walk without side of a walker let alone do any exercises. I finally had surgery mid November but just a few days prior to surgery I was diagnosed with incurable terminal metastatic breast cancer and one of the cancer meds is playing havoc with my stomach so I end up eating mostly carbs. Sara has tried to help but she can’t really. On top of all that I have to pay $750/month for one of my meds so I’m feeling quite unhappy with how things worked out. Again, not Sara’s fault but I will be very glad when my commitment ends in April. I have successfully lost weight with Macros. I am really very positive about this program but I cannot afford it any more. And I have gained weight. Again. Not Sarah’s fault.”
Hi Kim! I'm really sorry to hear about all of this. I can imagine why the hip issue and the diagnosis you received would have been difficult hurdles to surmount. I can only say that I'm cheering for you, WE are cheering for you, and we're here if & when you need us. We'd love to work with you again if the time is right, whenever that might be for you. Please don't hesitate to reach out to us anytime.
Hi Patricia! We can DEFINITELY make that happen. This is good to know, and really helps give us insight into what you're looking to get from coaching, specifically what you're looking to get from your coach. The more we know about your needs & expectations, the more we can adapt and tailor our approach to accommodate. We will take this is an opportunity to do just that.
Really appreciate the honesty here and for giving us some feedback about how we can provide more value for you. I'll pass this along to your coach and have her connect with you about it! :)
If there's anything else we can do for you, or any other way you think we can provide more value in your coaching, please let me know! You can always email me personally at dylan@macrosinc.net. I'm the head of Client Experience here at Macros Inc, so you can contact me any time.
Thanks again! Your coach will be in touch!
“I learned a lot and got some great tools but feel like I spent WAY TO MUCH MONEY to not be happy. I unfortunately signed up for way too long and got stuck paying for nothing.”
Hello, Summer! Dylan Miller here. I'm one of the executives at Macros Inc.
Thank you for sharing your perspective and experience. I appreciate the honesty, and I'm genuinely sorry you don't feel like you got enough value out of your investment. That isn't something we ever want to hear, but it's absolutely an opportunity for us to see what we could have done better and where we stand to improve going forward.
I'll personally take a look into this and make sure I get some context so I can bring this to the team and make some improvements. The VP of coaching and I work closely together to ensure we give people the best possible experience and the best possible value for their time & money, so reviews like this are greatly appreciated, and again I'm very sorry you had anything less than stellar experience.
I'll also have someone from our client experience team reach out to you personally.
In the meantime, if there's anything I can do for you, or even if you just have any other feedback for us, you can email me personally at dylan@macrosinc.net.
Thank you again!
“I would recommend Macros coaching if you are new to counting macros, feeling a little bit lost, or like to have a lot of conversation throughout the week.
If you have a decent understanding of counting macros, coaching may not be right for you. I do feel like I could have the same relationship with an AI; there has been very little personalization in my coaching relationship.”
So sorry to hear this, Savanah! Nobody should feel like there's not enough personalization when it comes to 1-on-1 coaching. That's really the foundation of what we try to provide - personalized support that you cannot get elsewhere, especially from AI. Again I'm very sorry we didn't meet those expectations or provide the kind of personalized interactions you were looking for.
When it comes to people working with people, communication is the most critical component for pretty much everything. Without sufficient communication, neither party is going to fully understand what is expected or needed from one another. As coaches we need to make sure we have a complete picture of the needs of each individual client, their expectations, and their goals.
The bottom line is that if you don't feel you've gotten that, then we have to take a look at ourselves and see where we need to do better. That's the first thing we'll do here in this case. I will have your coach follow up with you to see where we need to improve and how we can make your experience feel much more like the personalized interactions you're looking for.
You can expect to hear from your coach shortly!
If you need anything in the meantime or there's any other feedback you have, please feel free to contact me at dylan@macrosinc.net.
Thank you for the honest review and I appreciate the opportunity to make things a bit better from here on out.
Hi Haley! Thank you for the review! I just want to make sure I understand the issue you're describing so that we can best help you here. It sounds like this is an issue you've experienced in the Macros Inc app. I'm really sorry about that! If the keyboard disappears, that certainly shouldn't be happening. App update times vary depending on what's getting updated, but I know that can be frustrating to have to sit there and wait, especially if you're trying to do something. I'll have our tech department & app development team look into the issue you've mentioned.
If you continue to experience any issues at all, please let me know. You can email me personally at dylan@macrosinc.net. I'll get this addressed in the meantime and see what might be causing that issue for you.
“Coach has been fine, she has answered my questions and shed light on some things I've wanted to discuss. For the amount I pay, I was hoping for some greater accountability. In my head thinking a coach would check in more regularly than just our weekly check ins.”
Hi Kim! Thank you for the review!
I'm glad you felt your coach was good and I'm glad to hear she was able to answer your questions, discuss things you wanted to discuss, and be helpful.
I hear you on the accountability part! One thing we really try to do is encourage our clients to reach out to their coach whenever they need. We want people to know we're here when you need us, anytime you have a question.
I sort of compare it to a doctor and their patient (not to imply we are doctors). The doctor will see their patient for a check-up, measure their vitals, their status, their progress on whatever they might be working toward, and then the doctor will schedule the next follow-up appointment and send the patient on their way, but the doctor is just a phone call away should the patient need anything before the next meeting.
It's a bit like that when it comes to our coaching. We check your progress, your food logs, your measurements, everything we use to gauge how you're progressing toward your goals, and then we give you advice/feedback to work on for the next week until your next check-in, but we're here for you in between check-ins if you need us, just a text or email away. And in between those weekly check-ins, if we don't hear from you via text or email, we'll send you a midweek message.
For a lot of people this is the accountability they're looking for, but I definitely understand some people need more than this, and in those cases we really ask that our clients reach out often so that we know what's on your mind, what you're needing help with, what you're struggling with, or any questions/concerns you have at any given moment.
There are some things you & your coach could do aside from the midweek check-ins and weekly check-ins, like structuring your days or your schedule in a way that reminds you to hit certain mini goals, or even something as simple as a reminder to do something specific, or NOT do something (ex. don't reach for the cupboards past 8pm if you're someone who struggles with late night eating for example).
Accountability comes in many forms and that's where we try to work with you to come up with a method that works best for you outside of your coach reaching out. This is especially important because your coach will not be there for you forever, and so it's really about setting our clients up for success for life after a coach.
Sorry for the long-winded reply but I hope this was helpful! It really looks & sounds like you and your coach have a good working relationship, and there are probably some areas in which we can do even better for you and improve on.
What I'd like to do is just give your coach a heads up and have her connect with you on perhaps some other ways of building the extra accountability you're looking for. I want you to succeed and smash all of your goals, and I know your coach does too! So it starts with us gaining a better understanding of what works best for you and how to really provide you with the most value possible.
Again I appreciate the honest review and thank you for trusting us with your health & nutrition! Your coach will be in touch!
“I thought I was the issue and reason I wasn't getting much out of the program, but now I keep seeing posts on the Facebook page of people's feedback from their coaches and I realize I got none of that.”
Hi Amber!
I'm sorry you feel that way! This isn't the type of experience we aim for. Every client should feel like they're getting value out of their coaching. If you don't feel like you're getting the full value then we need to see what we can do to change that.
I do see you expressed some of this concern to your coach in a message a couple of weeks ago. I was going to recommend that we get you on a follow-up call with your coach, but I actually see your coach already sent you a message to get on a call with you after you expressed some of your concerns. It looks like that message and a couple of her subsequent messages are still unread, so if I can help you log into your client portal and retrieve & reply to those messages, I definitely think that would be the best first step we need to take!
If a client ever has a concern about something, it's our job to hear them out and start taking action to address it and correct it. There's always room for improvement and always something we can do better. Sometimes written communication isn't always the best medium to convey these thoughts & concerns, and so that's why I do believe getting you connected on a call with your coach is a good move here.
I'm going to follow up with you personally and I'll connect with your coach as well so we can start working on getting things resolved and hopefully provide the value in your coaching that you're looking for.
Hang tight and you'll be hearing from me and your coach shortly!
- Dylan
“I personally like my coach, she’s very friendly and communicates well. I just wish this program offered a weekly call/zoom check in as opposed to just writing messages all the time. It can be difficult to express yourself or your wants and needs through text only. I also don’t know what the expectation is for the nutrition part of this coaching, but I don’t receive much feedback in this area when I’ve specifically asked on numerous occasions for things I could improve on or just feedback in general on nutrition from my coach. I personally won’t be signing up after my contract is up. I’m very thankful for my experience with my coaching and the things I’ve learned and I really enjoy the community. This just isn’t the type of coaching I’m looking for, I want a more 1+1 personalized experience. I don’t know how many clients each coach gets, but I’m sure there are so many it makes it hard for a coach to be more detailed on their check in responses. There are times when I have to remind my coach several times on things going on with me, like I’m just a number.”
Hi Helen! I'm terribly sorry to hear this and I'm sorry you feel like you're just a number. That is not in line with the core values that Macros Inc was built on, and we don't view our clients that way. You are most certainly NOT a number. You're a human being, a unique individual with a unique set of circumstances, goals, and needs. And if we're not meeting your needs or expectations, then we've got an obvious area for improvement and a chance to make it better.
We do cap our coaches at a certain number, and this ensures the coach isn't overloaded and unable to give every client the attention & help they need. I totally understand how written communication may not always feel like the best way to adequately express yourself. One thing we could definitely do is get you & your coach on a follow-up call, essentially like your initial video consultation. Sometimes a video follow-up call can make a big difference and really allow both parties to get on the same page.
The bottom line is that if you don't feel like you're getting what you need out of coaching, then it's our job to shift gears and try to change that. There is no shortage of ways to make that happen, and ultimately it comes down to what you & your coach feel is the best way to do so. We're always willing to find ways to accommodate our clients and meet their needs, so whatever that might mean for you, we're definitely open to it.
Thank you for the honest review here. I really do appreciate it. I'm going to be taking this feedback to the rest of our executive team for review. I'm also going to have your coach follow up with you just to touch base on things and see how else we can help you out.
You can also email me anytime at dylan@macrosinc.net. Should you ever need anything, don't hesitate to reach out.
Hi Vanessa! Thank you for the review! I totally understand the unfavorable USD to CAD exchange rate. I wish we had a way to make a bit more equal. The one thing we CAN control is how much value & benefit you’re getting from our coaching, and we really do try to make sure the value far exceeds the price points. I’m sincerely sorry if you felt like you didn’t quite get the push you were looking for from your coach. Our coaches do their best to meet the needs & expectations of their clients. Everyone’s circumstances are different, and the type of coaching people respond to also varies greatly from person to person. We may not always get it right, but we try to bat as close to a thousand as we can, and we try to be flexible and adapt to people’s needs. Feedback like yours truly does help us improve, and gives us a chance to reflect on how we did and what we can do better next time. If you have any interest in returning to coaching to give things another shot and give us a chance to do better, please let us know! You can email me anytime at dylan@macrosinc.net and I would be happy to get you set up!
