Set Rules and Policies
Do you remember the first time you had to charge someone a late cancel? How did it go over? Were you nervous? Did you worry if they would quit working with you so you didn’t charge them? What about policies over cell phones, scheduling, talking during the class? Whether you are an employee, studio owner, independent contractor, or group class teacher if you don’t have clear set rules and policies in place then you can’t expect clients to follow what’s not there or worse what’s there but not enforced.
The truth is no matter how hard it is, uncomfortable or weird it is to enforce a policy it’s integral to the growth and sustainability of your Pilates business. I’ll never forget the client that I lost due to another client’s constant cell phone use. I know, some of you may think that if I or any teacher this happens to were good at what they were doing then our clients wouldn’t notice the person on the reformer next to us talking on their phone. But, the truth is, it doesn’t matter how good you are at what you do. All it takes is one or two clients not listening to modifications being called out because
they can’t hear the teacher due to the person next to them having a conversation and they get hurt.
While no fitness class, Pilates studio, or private session happening next to another teacher’s private session is happening in a library it’s important that the clients get the information they need to have a successful workout so they continue to come back. And, I am sure you can remember a time when a client joined a class and treated it like it was their own session. How hard was that for you the teacher? Imagine being on the other side of the footbar?
Talking and cell phone use are the least of the policy problems that can affect a business. If you or your studio is not enforcing your cancellation policy, payment policies, and prices this can lead to a slippery slope that eventually devalues your business and not only causes strain and stress but it can also be the thing that takes the inspo right out from under you!
Customer Experience Scenarios
Here’s the thing about charging for late cancels whether it’s for a private or a spot in a class it’s part of maintaining the value of your work and your studios work. Daniel Stead Blanton is a fitness business coach in Los Angeles, CA who spent her time before being a fitness coach as a corporate attorney “commonly see studios that do not enforce their LC/NS policy. They are afraid of upsetting their clients and will let the client’s bad behavior slide (not charge them for no-shows, allow them to stroll into class 15-20 mins late). When management does decide to enforce timeliness and charge fees, the clients lash out because they’ve gotten away with their bad habits for so long.”
I’ll never forget the first client I had who said: “my last Pilates instructor never charged me for late cancels.” It put me in a position where I had to defend myself, my policies, and not just for me but for the future Pilates instructors this person encountered. If you listened to the latest Pilates Unfiltered Podcast episode “Words with Friends” I was interviewed in with some of my friends we discussed how if you charge what you’re worth it allows other teachers to charge what they are worth. The same goes for policies. If you enforce your policies it allows the next teacher to be able to do the same.
As instructors, studio owners, studio managers we not only teach people Pilates we also teach them how to treat us, how to value their time in our space and this not only helps them get the true benefits of Pilates but it also allows you to stay inspired, feel valued and continue to share your gift with the next client.
Danielle and I will be discussing more about ‘How Policies and Procedures Improve the Customer Experience‘ in my next webinar on September 13th 12 pm pst (replay available for one week). To snag your spot and get a chance to ask Danielle an incredible fitness instructor, yep, someone who is actually in your studio shoes who also has experience in the legal side of things register here.
If you cannot join us live but you have a burning question about policies, procedures client or employee/contractor wise then feel free to send them in ahead of time to me [email protected]. We will answer them live on the webinar.
Below is more information about this upcoming webinar and my guest, Danielle!
Cannot stress enough how important it is that you as a teacher or studio owner set yourself up for success. Growing your business isn’t always about getting more clients. It’s about providing a space that allows your current clients, teachers, and yourself to grow and flourish. And, as they do they will send you a more awesome business of people who follow your policies and treat you with the respect you show them.
“The foundation of a good customer experience and a customer-centric business is a clear set of policies and procedures. Being consistent in letting your customers know what to expect from you, and in turn what you expect from them, is absolutely essential.
In this webinar, we discuss common customer experience scenarios studios and online businesses face and what solutions owners can implement to address them. We encourage you to come ready to discuss customer experience issues that have arisen in your business operations so we can discuss them as well.”
Danielle Stead Blanton is a fitness business coach in Los Angeles, CA. She is a studio consultant and investor, having her hand in running the day-to-day of a successful HIIT studio. Danielle is also an ACE-certified Group Fitness Instructor, specializing in teaching HIIT, Strength, and Megaformer Pilates classes. In her past life, she was a collegiate athlete turned corporate attorney, practicing corporate + real estate law for years before choosing to leave big law. She then started her own consulting agency, providing accessible legal and business services to small businesses, fitness professionals, artists, and independents.