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Organizing classes at a studio.
Hello everyone,
I am curious to know how other studio owners/managers organize and sell their classes. Do you sell series on the same day every week? Do you allow make ups Do you sell class packages? Do those packages have dates that must be used by or they will expire? Does anyone here as a client prefer a certain class package/organization over another? I am currently selling class packages at my studio, but have a problem with a large amount of people not using them in time, even though I make it clear to them about this policy. I just opened my studio a few months ago, i do not want this to happen, at the rate it has been at least. I have seen how some other fitness related businesses use mind/body online sign up and email lists that generate automated emails reminding them of the upcoming expiration. Would anyone recommend this? I am just trying to find the best solution for my business, my clients and myself. Any info greatly appreciated!
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19 Replies
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The studio I teach at uses mind body, the system seems to be very complex, yet it offers some sort of simplicity as far as when packages expire. I say that if you told them how long they had to take X# of classes, offered ample classes to fit the stated parameters, and they did not partake, sorry for ya! At the same time there are exceptions- vacation (it is summer), surgery, etc. they should be extended, but you also cant let people take you for a ride.
The studio where I teach frequently offers groupon deals and we have noticed people only coming when deals are affered- honestly i would say ‘go F yourself’ to the repeat deal people- they don’t tend to be long term, lasting clients, but we have also gotten great clients this way- its a win some lose some type gamble. My suggestion to you would be to make exceptions to YOUR rules where YOU see fit and other than that, say ‘im sorry but it was previously stated that you had to use your package in X amount of time.’ As long as you give them ample opportunity to use the classes most people should understand this. If not, maybe you make an exception here and there to keep someone who seems to be a valuable long term client, but overall you run a business that doesn’t give away something for nothing.
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I use bookeo.com as opposed to Mind Body software. So far, the only feature I have found lacking with Bookeo is doing payroll directly but I don't need this function right now and when I do, I'm going to use quickbooks. My merchant service is paypal. I found this route to be the least expensive. I can do payments online, with my phone, or accept cash/or other forms of payment directly. The only downfall with paypal merchant service and Bookeo is I am not able to manually enter credit card information from the back end. There is a work around- which is why using paypal here phone app or scanner comes in handy. I learned this the hard way. Paypal was extremely accommodating for me and assisted me in getting my payment information entered when I ran into that challenge. It was easily resolved. I have a lot of monthly memberships- I currently offer an unlimited monthly package for $60. This has been by far my most popular selling feature for my classes. Bookeo does everything in regards to auto monthly payments. I also offer class passes that have a set expiration. The thing is with class passes (and I've been guilty of this too) is that people buy them but rarely ever use them before expiration. As long as they are fully aware of the expiration date, then I wouldn't be too concerned. They bought it with full knowledge it expires. I would just send out general reminders via social media about if your class package is about to expire….etc. Sometimes things in life just get in the way and unfortunately, people are unable to get the full intended use of their purchase.
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Whatever you do, do NOT use MindBodyOnline. We actually have two bad reviews on Yelp complaining not about us as a studio but about how difficult it is to figure out the online registration system. MindBody also requires that you use their selected credit card processing company, which means you can't shop around for better credit card processing rates and you pay a higher rate than other companies offer.
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We started out doing 6 week classes and people just complained they wanted to come more than just once a week, it was too hard to schedule classes any other way and accommodate all the needed times, days and levels. Turn over was high, they did not stick around. We took the plunge and went to unlimited classes, $60.00 a month We gave students what they wanted, 2 month minimum, multi level classes. Our studio took off, people stayed got fit, evolved and our whole studio has evolved. Ladies with kids and lives really need a drop in kind of membership to make it work in this town. Then we had to start separating the levels. We now have beginning pole drop in and Intermediate/advanced drop in. We have two teachers per class or one teacher and apprentice during our busy season. So far it is wonderful. We use Authorize.net to organize payments that come in online, I can recharge a card, set up auto pay, and get a much better rate than PayPal.
We use to offer punch cards but now those are only given to seasoned students who have moved on to advanced levels and their school and work make it difficult to come. Punch cards brought in students that come very irregularly, over fill classes, and often come in groups of 2 or more ( friends) and over fill our classes. They actually made it very hard on our teachers, as for our program we need consistent students, not ladies that come once every few months or so.
Mind and Body Software does not work for us, ladies will not reserve a class and show up, we end up with reserved poles but ladies not showing and not un reserving their poles and me dealing with whining women who can't organize their life perfectly.
I now explain in class since no one wants the headache of ' Un reserving " the pole in time for someone else and getting dinged on their card for not doing so, we must occasional suffer an over full class. "take it or leave it, you choose" they understand and have embraced the drop in classes. If we end up with a couple extra students the teacher gets off the pole, people double up, we make the class extra challenging and they "want" to share poles, and rest a bit. This may only happen a few times a year.
Now the one thing we do is offer occasionally a series of classes for those uncomfortable in a semi mixed class setting. We offer classes for new moms, ( bring the babies) classes for older silver stiletto types, and classes for those wishing to lose weight, and have a few extra pounds holding them back, we have been successful with these "sexy siren" packages as there always seems to be a shy little group out there that is too scared to join, but will take a workshop a few weeks long, once a week. These types of ladies are not our typical student, but we love them and they benefit tremendously.
Our studio is a " fitness studio" not a tricks based program, so classes are run like an aerobics class with an instructor leading at the front keeping the class going, while also teaching methods on how to advance certain moves in the class for those strong enough to do so. Students are not allowed to try more advanced methods unless their "card" has been filled out by a teacher and they can progress to the next stage of particular moves.
All our teachers are aware of our students abilities by these cards. Students often wish they could skyrocket to trickdom land but are always held back with strength, and performance testing we do to allow them to progress.
Our method has evolved over 6 years. We let go of series classes within one year. It can be more complex to handle multi level drop in classes, your teachers have to have lessons planned out and all our teachers work together to be on the same kind of plane for a few months at at time so students dropping in and out of all the classes get consistency, we have regular meetings to make sure we are all on the same page and deal with a growing and maturing student base. I listen to my teachers and give them a lot of creative license to mentor the student base that is attached to them and their style of teaching. They can develop their own classes and ideas as long as it fits into our agenda. We are a fitness studio 1st with our number one priority of no injuries, we are not a tricks based program. Our goal is to get ladies fit while getting them to progress to the next level uninjured, and some day perform in our showcase or someone els's, or just be really excited about their new sport.
So far we are loving it.
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Thank you so much for the feedback ladies! Opening my studio has been both an exciting, challenging, and sometimes very lonely process…it helps to have this space to communicate about these things. Overall, it seems impossible to make EVERYONE happy. I don't want people to 'take me for a ride', but also don't want to loose any long term clients.
Just out of curiosity, while on the topic, does anyone here offer introductory specials at their studio? or other first time promotion rates? If so;"
, I am curious about what the retention rate of those are, those who actually keepkuL>? coming and paying full price. I am offering an intro special at my studio in which you can come in as many times as you want for $20, but about 95% of them never come back. These are people who come to 5+ classes a week, so clearly they are enjoying it! Not to mention, they seem to be having a ball in class, laughing, asking question etc…so it is not the quality of product that is the reason for them not continuing. It is frustrating, and I am thinking about discontinuing it because it seem s like I am only attracting people who want to take advantage of the deal and not actually become a member of the studio. Because I just opened, often they might be the only one in class, and have no problem getting 1 or more private lessons out of it from me at just a few dollars cost to them. I recently started offering 20% off of a class package or membership when you buy it during your intro special, and that has had some improvement in retention rate, but not much. While the exposure is nice, and it gets people in the door, these deal obsessed people are starting to drive me completely wacko, and I am so over it. Any input or sharing of your experiences very much appreciated! -
Michellejade
Are there any other pole studios in your city? There are not any here in Tucson so I can charge what I want within reason and people will pay it and drive far just to see what pole dancing is all about. Groupons, coupons or discounts do bring in the people who just want something very cheap and usually they don't stay. Since we are the only game in town for the time being, I don't discount unless it is in our very slow season. For us, it is the Holidays, Thanksgiving, Halloween, Xmas, New Years. People are way to busy to come.
We have done groupons in the past and done quite well with them, 1/2 don't come. Out of the the other half few sign up. The only reason I would do groupon is to get money in the bank for the slow time, 1/2 or more don't come, and if I do it during the Holidays up to 3/4 don't come, so I just made money without students being there. This really surprised us, we thought they would come while we were slow. Also I negotiated my rate with groupon way below the 50/50 % they take.
Plenty of people will pay just once to see what pole dance is all about and will never come back because they have to drive too far to continue. If your studio is in a location where there are lots of business's, ladies should be in there after hours. For us we happen to be by lots of hospitals and medical facilities, and the U of A. We don't get ladies who live in the area( they can't afford it) we get those who work there and live on the edge of town.
We found too that if we removed almost all the sexy stuff off our Web Site and put up Boot Camps and Pole Aerobics we were much more successful.
I don't like to do discounts, because it just breads discount type ladies waiting for the discount and they aren't that serious.
If you have another studio or two in your town, then I am sure things would be different….
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Just on the intro promotions side of things – Often, if the promotion is 'too good a deal' then it won't really matter how happy people are, they will balk at committing to what they see as the same thing for a lot more. Don't go too low on your promotion – $20 unlimited is pretty darn great. Or, better yet, offer the promotion to the members you already have – ie, give them 'free class' passes to give out (limit them), and if their referral joins, give them a bonus (reduced membership price for a time span, etc). It is better to reward the people already there than new people who as yet have no loyalty to you. I know you don't have many students yet – perhaps offer a reduced rate (say, the 20% off you mentioned) if two people join together?
(I have been a gym manager for multiple locations with sales winning results).
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Yes, paintilady, there are a few other studios in the area, so there is competition. Interesting what you say about removing the sexy stuff from the site….that is most of the requests I get at my studio…for floorwork etc. At first I thought the intro special would get people in the door and once they see how great it was, then they would sign up….well I knew not ALL of them obviously, but I thought maybe at least a third to half of them would….. but I think you are right Koidragon, they get used to paying a mere 3-5 bucks per class (not enought to pay my gas money, let alone the costs of my business, and money to support me) then the packages I offer, which are very reasonably prices seem unreasonable compared to the intro special. Another option I was mulling over was offering your first pole class for $10, and then offer 20% off a class package if you buy one on your first visit. Any thoughts? I do like the free class pass for the loyal customers Koidragon, thank you for the suggestion.
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I can't tell you how many business owners I have heard tell me after a promotion 'the only thing groupon (or insert other deal type promotion name) is good for is groupon'.
I think the $10 intro class with a discount offered if they sign up on the spot is a good idea – it is a model many gyms use. As for the sexy side of things – the studio I go to (which offers a big variety) has both a 'sexy' set of classes, a 'tricks' side and a 'fitness/strength' side of things. Mind you, this studio is established and has a strong and loyal member base – I think working out what is wanted in your area is a good thing, but also be prepared to change it/offer alternatives, as you may find that the initial interest will be from the floorwork type, but as their understanding of the style grows and diversifies, so will the wants of your members.
Do you cater to hens nights? Whilst I don't think that you would get a lot of members from it, it is a revenue builder and can help get your name out.
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I wonder where you live? An Intro to pole class at $10.00? That is so inexpensive I don't think we could make it with that. Tucson is a low dollar town and people don't want to pay anything here, but that seems to be severely undercutting what would seem necessary to pay rent, overhead and only keep one lady per pole. Unless you had scads of classes all day.
Bachelorette parties are a good idea, they actually do help pay the bills and keep our membership prices low. I have a separate web site to catch Bachelorette Party goers looking for something fun, and try to advertise these parties in so we can let them know we are here. If we did not have these parties, our prices would have to go up.
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Painyilady actually lots of studios offer free intros. Bought a group on for 5 classes for 25 last year(total) and the studio is constantly offering 5 Fridays or 7 dollar monthly. They have been in biz since 05 so they do well. Its no reason they are on my top list to go:) I love the studios that offer monthly unlimited(usually 99). I go all week (well until the last two sessions, been traveling a lot more) but its a great way to keep the clients who practically sleep at the studio lol. Good luck setting up your classes. Do what works for u. Trial and error always works too.
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paintilady,
I was talking about just the first class as a first timer to the studio would be $10, as a promotion, and then offer 20% off of a package they buy on the spot. After that intro drop in would be $20. I would like to remain private on where I am, assuming people in my area are likely to be on here, and I would rather them not know all my problems lol. Thanks again ladies! You have been a big help…will make some changes now in my promotion…good buy 'too good to be true' intro special lol
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Great information on here! Thanks for sharing. I’m learning allot. I currently offer a buy one, get one free deal for $20 so it works out to be $10 per class. I just started (going on week 6) and yes I am getting the try and never come back ladies and I’m getting the one’s that purchase packages(50/50). Definitely a bit frustrating because I am new I’m flexible and I’m doing allot of one student in class teaching. Really for a way to keep them so that they purchase a package. I’m going to try the referral method next quarter to see how that works because I would love to reward my loyal customers. This whole process is definitely trial and error. Thanks for the great advise ladies!
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I’ve been trying to build clientele before I added more class times, but it seems as though the potential clients are turned off by the lack of additional classes. Should I just bite the bullet and add 1 more day/2 classes or just wait it out?
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Divapolegoddess – Alas we now live in a society of choice… 20 different types of bread, 17 cheeses, choose your own salads. No longer do the masses appreciate the specialist, we prefer ikea with it's multi-coloured everything locks with everything else. This probably means that people will be turned away because there isn't the option there, even though they may not go to it even if it were… and not to cast stones, I am just as bad as the next person, I like to see all the things I *could* do if I wanted… I would suggest, that if it doesn't really cost you much, run the extra classes simply for the attraction of shiny new options and diversity.
Build it, and they will come. 🙂
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