We Can Control Very Little But We Can Make Others Feel Welcome
Earlier today, I was thinking about the aerobics classes my mother would teach in the 1980s/90s. I would sit in the back, listen to her cassette tapes (lots of Madonna & Motown) & read or do my homework.
During what I suppose we could call the “cardio dance” portion of class, I would sometimes jump up & join the group. I would sit back down in the back during the parts of class which didn't interest me. (if you've ever joined a group fitness class with me…you'll know how this tracks! )
This random memory reminded me that not everyone who is joining group fitness classes at our studios may recall childhood joy when moving with us; some may be intimidated or dragged into our space by a friend, unsure.
I truly believe:
It is not our job to make everyone like the format(s) we teach or offer at our studios.
It is not our job to make everyone like the way WE coach.
However…it IS our job to make clients feel safe in class.
We are in a unique position as people who deliver a hospitality experience, to make our participants feel welcome. Every class. Every time.
I attended an event tonight and as I chatted with a stranger sitting at my table, he revealed that he had tried multiple studio locations and multiple instructors at SoulCycle NYC in the early years of the company and (his words) “I had the money to spend but I never felt like I was welcome in class."
Yikes.
I was especially taken by a story shared in one of the later episodes of the Cult of Body & Soul podcast, by a rider who wanted nothing more than to buy branded clothing items on day 1 of SoulCycle's monthly retail drop…but she wore a larger size & the studio she attended regularly didn't stock what she needed. She emailed their customer service line & not only did they reply promptly, she later was sent Soul clothing in her size, in a branded silver tote bag. Customer for life.
How can you ensure new members of your community feel welcome in your space this week? (as always, if you want to reply & let me know, I always love to hear!)
Have a great rest of your week!
P.S. Purchase our customizable Employee Handbook Template HERE. Remote ways to work together are here.