As DANCE STUDIO OWNERS we are hyper focused on making sure our customers are happy and how we can keep them coming back year after year. However, what we have found through the 35+ years of running a business is that our staff and faculty need even more focus to help build the right environment that will attract the right customers and keep them eagerly coming back for more.
Richard Branson has many great thoughts and quotes on training and keeping your team happy. Here’s one to think about…
“What if we train them and they leave?”
His response was “What if we don’t and they stay?”
“Train people well enough so they can leave, treat them well enough so they don’t want to!”
Think about that for a moment. Additionally, think about how much interaction your team has with your customers. I have been to many studios over the years and I cannot lie, some of the staff are not representing the studio in the best light. I have seen some amazing studio owners who have folks working for them who, for whatever reason are not happy and that splashes up on their interaction with their customers.
So, what can you do about it? Here are some simple, yet affective ideas to train and retain great people.
1. Have regular training. If we are talking about your front desk staff, get together regularly to review business procedures on everything from registering students, answering the phone, to dealing with a complaint. What I have found, by getting their feedback is that t will make them feel that their opinion counts, plus because they are on the front lines maybe something that is in place can be tweaked or altered to be more effective. As far as your teaching staff have a monthly or bi-monthly get together to review how things are going. These do not have to be long and drawn out, but again, part of this should be a brainstorming session on what is working and what could be done better. When you show that you care about them and the results they are producing, magical things happen!
2. Always and I mean ALWAYS have a good disposition when you enter the studio. Yes, I know this is not easy, trust me but if you want to have a harmonious and great studio atmosphere than this one thing will be the key to that happening. There is a great Chinese proverb that states, “A man without smiling face must never open shop.” Here’s an idea, how about bringing a more playful approach to doing business has to start from the top and for many people, this means relearning how to have fun. From here, we need to let our team know that it is OK to lighten up, to connect and engage with our customers in a fun, but respectful way. And collectively we all have to learn how to laugh a whole lot more.
3. Get your entire team involved in your studio goals. Why wouldn’t you get the team all in on any goals you have set? Goals create energy and bring people together in a positive way. Here is another thing we have found, when you have a team striving for a goal the chances of it becoming a reality are much greater than one person pushing on their own. Goals come in all shapes and sizes. Some will be short term and some may take months. I recommend you have a blend of your goals so there is clear progress that will get folks motivated to achieve more. Also, keep in mind that rewards for your team must be part of the end game. Those rewards can be anything from trips, bonuses, gift cards and meals. The bigger the goal the bigger the reward. If you want to inject some excitement into your studio. Set some goals and let your team run with it.
So, there you have it. Three simple yet very effective ways to help get your team in the right headspace. Humans are complicated and not everyone is the same. But here is one thing that I know is absolutely true. People don’t care about how much you know until they know how much you care. Yes, we are the bosses, but if you have ever worked for a boss that made you feel important, that you mattered to them, I am sure you went above and beyond what you were required to do. I know I did. One last thing to remember, issues and challenges will occasionally pop-up during the season. It’s not the end of the world. You have the power to work through it. And if you have spent the time to develop great relationships with your team, then you will most likely find solutions to problems.
Here’s to your success
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