Message from Landmark CEO Harry Rosenberg to Reformers Yahoo Group

Dear Customers of Landmark Education –

Your Yahoo Group was recently brought to our attention and we wanted to take the opportunity to be in communication with you. We are very interested in you concerns and criticisms, and beyond that we actually share some of your frustrations.

We can see through your writings that each proposed reform has come out of actual negative experiences. While we continually strive to deliver excellent customer service, we make mistakes and are not always in the listening of our customers. We are fully aligned with your commitment to elevate Landmark Education and are at work transforming many of the areas you pointed out.

While we may not necessarily approach each topic exactly as you would suggest, or to the degree you feel is needed, we are in action on many of your concerns. In closely reviewing your proposed reforms, we understand that you continue to experience pressure in the registration process. We also fully hear your assertion that Landmark Education has not been as open, as you feel we need to be regarding suggestions or criticism related to the company, our history, and our practices.

Given your commitment to communication and reform, we hope there is an opportunity for us to be in full communication. We want to make sure we are clear about your concerns. We also want to share with you the actions we are already taking and we want to get your response about those actions as well.

We have received a significant amount of customer input and feedback from surveys and other communications, and we are currently making many changes based on that input and research. While the following may not address all of the areas represented by your reform ideas, we would like to inform you of the following initiatives we are undertaking:

1. The Landmark Forum Ending between 9PM and 10PMOver the last year we completely reviewed each aspect of The Landmark Forum. We redesigned the course to both end the course earlier and to ensure that we are being responsible and rigorous regarding how much time we allot for registration conversations. In addition we are ensuring that those conversations occur inside of the context of what’s possible and not sales. While the idea of sharing will remain fundamental to The Landmark Forum, as we are committed that people have the opportunity to make a difference for another, we believe that the reduction of time and the clear context of enrollment for those conversations will positively impact the concerns.

2. New Introduction Format - All of our introductions world-wide have been redesigned into a new format that lives in a total commitment to our guests leaving informed, having gotten value from the introduction, and with a feeling of no pressure. To that end, the first half of the introductions focus exclusively on what is possible and creating the world of possibility for our guests. There is no focus on Landmark Education or any of our programs. When we come to the break, we tell people that they are welcome to stay and hear about the specific programs that we offer that are designed as an access to the worlds we created in the first half of the evening. We also tell people that, if they are not interested in hearing about Landmark’s programs, the evening is complete and we thank them for coming and participating in the introduction. The survey results of this new introduction show that we have been very successful in greatly reducing the conversation for pressure that existed much more significantly prior to the redesign. (Note: We have found out that in any situation where people are looking at their personal lives, some people feel a certain degree of pressure. In fact, we tested doing introductions where there were literally no opportunities for customers to register, simply informational and if someone wanted to register, they were invited to call the center at their convenience. To our surprise, there was still a certain level of pressure for people. However, the nature of transformation and looking at one’s life seems to have some people experience a certain amount of pressure. While this was useful to recognize, it doesn’t take us off the hook. We are committed that our customers are delighted by their experience.)

3. The Advanced Course reduced from 4 to 3 days - By the end of 2007 all of our Advanced Course Programs will be 3 days. This change was an answer to our customers needs for less time commitment in this program. We have also managed responsibly the amount of registration opportunities in this program.

4. Customer Service Standards – Around the world, the Center Staff have been working on eliminating the top complaints of our customers. In addition, we have taken on an expanded commitment to hearing and impacting complaints and concerns from our customers. We have developed a new set of customer service standards and training that are designed to raise the level of service in all areas of our centers. We have regular calls with the entire worldwide staff (literally hundreds of people in 20 countries) that are dedicated to and designed around taking care of our customers. In addition, we are in the process of instituting a new customer feedback system through our website, plus integrating regular and ongoing surveys throughout numerous courses in our centers so that is easy for our customers to communicate with us on a regular basis. All received recommendations and suggestions are reviewed and taken seriously and rigorously examined by the executive accountable for each area in the company.

There are numerous other suggestions and recommendations that are currently under consideration. We very committed to continually improving our programs and our relationship to our customers. We know there is certainly much room for improvement and we will continue to address those issues seriously.

You’re invited to send any additional questions or comments to us through linda.cohn@landmarkeducation.net. (Note: Please give us couple weeks to get back to you.)

Thank you for your commitment to the quality of Landmark Education and your stand for the programs Landmark Education makes available.

Sincerely,

Harry Rosenberg, CEO