Good question, Kay.
I'm primarily concerned with the personality that's presented in the video. I mean, this is the personality (and the shtick) that I'll be working out with over and over. So bland is ok, but not great.
As for the ethical thing. Well, my major consideration is whether or not I'll get stuff that I ordered. If the instructor's reputation is such that I don't feel certain that I'll get what I ordered, I'll look for other ways to get what I want. And I mean get what I ordered without having to call or e-mail to get them to get it in gear. Good customer service means uneventful customer service. If I have to phone or e-mail on top of ordering, the customer service isn't good.
But, you know, if the customer service is good, I don't much care about the person in charge.
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