Episode 282: Rules, Relationships, and Respect: Enforcing Policies Without Losing Members
Episode description
What We Cover In This Episode:
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Strategies for onboarding new clients and communicating studio policies effectively so that clear expectations are set from Day One [4:24]
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Why enforcing policies fairly across the board is essential to prevent accusations of favoritism and to maintain member respect [9:56]
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How enforcing policies contributes to a better experience for both members and the business, rather than just being a “tyrant” [11:03]
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Tips for maintaining boundaries with members while still being friendly [11:44]
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What you can do to effectively communicate policy updates to members, using multiple channels [12:29]
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The importance of training staff to confidently enforce policies and communicate them effectively [14:45]
Quotes:
“We believe by enforcing all these policies based on our modality, based on our studio, based on our community, that this is going to create the overall better experience when a new member walks in the door.” [Nick, 11:20]
“You don’t want to be the bad person of your studio as the owner. You want to train your staff up, to not only know all the policies, but how to communicate these policies without conflict.” [Nick, 14:46]
“At the end of the day, enforcing policies does not make you a villain, it makes you a responsible business owner and the most important rule of business is to stay in business.” [Nick,19:58]
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