Attention: Pilates Instructor

Last year I read about Tim Ferris giving his staff permission slips and I decided to do the same thing at my pilates instructor studio, Bella Forma Pilates, in San Diego, California.

Here is an identical copy of what I wrote and gave to my Pilates Instructors and everyone on staff:

“ATTN Team Bella Forma Pilates Instructors and Staff:   Please keep the customer happy.  The customer is ALWAYS right.  Even when they are wrong, they are still right.  We don’t need to tell them they are wrong.  Find enjoyment in pleasing them and letting them be right.  If it is a problem that takes less than $75 to fix, use your judgment and fix it.  You have my permission to wow the customer!  This is an official written permission and also a request to fix all problems that cost under $75 without contacting me.  I trust you, I think YOU are fantastic and want to empower you to do whatever you feel needs to happen to keep our clients HAPPY CUSTOMERS.  Remember, something that may need fixing is actually an opportunity to create a memorable and magical moment for our clients!  THANK YOU.  Gina”

I think it “worked” as I began receiving less requests to give a customer a small discount or extend an expiration date.  I also imagine that it showed my Pilates Instructor staff that they really do have my support to do whatever is necessary to keep customers happy and to not have a scarcity mindset but rather an abundant one.  (I would never, ever lose a customer over a few dollars when over the long run they would likely spend thousands of dollars with us.)

For the record I only picked the $75 marker as I anticipated questions about when would it be best for them to check with me vs. making their own decision. Honestly, I could have pushed this up but decided that the request for $75 and above would be so few I could manage them.

If you own a pilates instructor studio and want to empower your staff to do whatever is necessary to keep customers happy I hope you consider implementing and let me know your results.

*  *  *

Gina Axelson is the owner of Bella Forma Pilates Studio & Boutique in San Diego, and founder of www.ThePilatesBiz.com.  She provides a community for pilates instructors and studio owners to obtain proven methods to grow their pilates business.

We Hope This Tips Will Help Your Pilates Instructors and Staff To Make Your Clients Happy Without Your Permission

Find out more about Pilates. Visit thePilatesbiz.com.

No related posts.