First Impressions
Imagine yourself entering a new place. This could be your first time ever in a fitness center, yoga studio, dentist, new office or anything really. Some of us would be excited to see what this new place has to offer yet some of us would feel really nervous, pretty much like a fish out of water. Either way a smile behind the reception desk, a vibrant and uplifting “hello, welcome & how are you today” will make everyone feel instantly good and acknowledged.
Your Reformer Pilates studio is no different. The way you as a Pilates Instructor, receptionist, manager or owner treat your clients will play a massive role in client retention. And often determine whether the First Timer will come back or talk about your studio to others in a positive manner. Treat everyone the same way and let them feel warmly welcome. Help your client to feel at ease just like you would feel at your best friends house. Safe and happy space where you can walk straight to the bathroom or grab a glass of water without the need to ask.
We can start with basics that we sometimes forget when things get busy and hectic. Remember to introduce yourself, ask what is your clients name and for instance how they found your Pilates studio if you have not heard from the client prior. This is such a professional and easy way to start the conversation. Then show your client around your place. Assure your client knows you are taking care of them every step of the way in their new Pilates journey. Figure out what brings your client to try Reformer Pilates and memorize what the person says. Listen, listen and listen!
Before The Reformer Pilates Class Starts
Ensure your new client gets an induction to Reformer Pilates Machine. Explain them the most important parts with easy to understand words and show how the reformer works. If you have time in your hands showcase some set ups or introduce props your are going to use in the class. Explain your client in short what the class includes so they know what to expect.
If you have some regulars in the same class introduce the clients to each other. We believe that upbeat chats, laughter and bit of noise in the studio is a good sign. Clients build relationships not just with you as a Reformer Pilates Instructor but with each others as well. Community and friendships are a big part of our health and wellbeing and we are all about fostering it!
Let Beginner Level Clients And First Timers Succeed
A great Pilates Instructor can think on their feet, adapt and alter the session plan where needed. This is why it is important to have a class plan that can be adjusted and modified for different fitness levels and abilities in the room.
Warm up is a brilliant time to observe your clients abilities and see how the first timer is moving. Be patient and supportive no matter what the skill level is. Clients are attending the class for various reasons. Never make anyone feel like they are not capable or their skill level is not good enough. Be the cheerleader for your clients and reassure that putting in the effort to move and coming back consistently to their practice is the key. This is were being kind, patient and empathic pays off big time!
We hope you memorized what brings the First Timer into your studio to try Reformer Pilates. It is time to show your knowledge and explain how you can help solve your clients “problem”. You can educate and explain during the class how the exercises you have chosen will help to reach their goals when they do them on regular basis. Find something that hits home with your First Timers goals – be of service. You will stand out of the crowd as an expert!
Keep your eyes on everyone but provide extra care for the first timer. This can be checking in with them a few times during the class. Ensure they have heard the springs and put the right springs on. Ask how they are feeling and praise them personally for their time and effort to move the body.
Finish with A Bang
Let your clients feel good and accomplished! Finish the class with en exercise that is challenging yet achievable or grant a wish. Thank everyone for coming in and tell your clients when you will see them again! Teach your clients how to reset the Reformers and explain “the after class” procedure clear and loud so the new person knows what to do. Perhaps you go over and help them to reset and clean the reformer! What a service – we would come back for that!
Be available for questions, feedback and all around chats! Take a minute to ask the First Timer how did they find the class and when they are planning to come back. Help them to book in for your next session and encourage them to try your fellow instructors classes as well. We adore people who speak highly on other Pilates Teachers and work as a team!
