As dance studio owners, we understand that our businesses are not only part of the dance industry but also key players in the service industry. Providing top-notch service to our clients is crucial. Visualizing the traditional customer service hierarchy flipped upside down can help us place our leadership at the bottom and support our customers at the top.
Who are the clients/customers that we are serving?
We serve both kids and parents, essentially doubling our clientele. Delivering excellent classes, teachers, choreography, and more to our dance students is vital. However, we also need to cater to the parents, who are the actual clients spending the money. Our industry must learn how to serve parents better, and here are some insights on how to achieve this.
Let’s break down the word SERVICE to illustrate our approach:
S = Serve
Service is at the heart of everything we do. Aim to serve your students and their families with respect and dedication. This means being available to answer questions, address concerns, and provide support to ensure everyone has a positive experience. Make each interaction with your studio pleasant, from the first inquiry to the final performance.
Serving kids comes naturally; we love dance and teaching, which is why we do what we do. Serving parents, however, requires a shift in perspective. David J. Schwartz once said, "How you think determines how you act. How you act, in turn, determines how others react to you." If you perceive dealing with parents as challenging, it will be difficult. By choosing to view parents positively, the entire dynamic of your studio changes. You might even enjoy engaging with them, as I do.
E = Engage
Engagement goes beyond the dance floor. Build strong relationships with your students and their families. This means getting to know each dancer personally, understanding their unique needs and goals, and fostering a sense of community within your studio. Authentic engagement involves eye contact, words, and touch—elements that are increasingly rare in today’s society, where engagement is often reduced to likes, comments, views, and shares. People crave genuine interaction.
It's equally important to get to know the parents and caregivers. Making eye contact and greeting them warmly as they walk in the door sets a positive tone. A simple gesture that makes someone feel seen can transform their perception of your business, turning it from just a drop-off point for their kids to a welcoming place for them as well. Learning parents' names, listening to their concerns, and acknowledging their involvement helps build trust and a sense of belonging. When people feel welcome, they return and spread the word. This level of engagement shows that you value their role in your community, making them more likely to stay and recommend your studio to others.
R = Respond
Engagement always expects a response, and it should be timely. Every interaction deserves acknowledgment, whether a detailed reply or just a simple thank you. Here are several ways to ensure effective responses:
In-Person: Address concerns or questions in person whenever possible. This face-to-face interaction builds trust and shows that you are attentive and approachable. Make sure to listen actively and respond thoughtfully.
Email: Emails are a great way to handle detailed inquiries or follow-ups. Ensure your emails are clear, concise, and professional. Use a friendly tone and respond within 24 hours to show that you value their time.
Text Messages: Text messages can be highly effective for quick updates or urgent matters. They offer immediacy and convenience. However, maintain professionalism and clarity in your messages.
Phone Calls: Sometimes, a phone call is the best way to address complex issues or provide a personal touch. It allows for real-time conversation and clarification. Ensure you are available to take calls or return them promptly during business hours.
Social Media: Many parents might reach out through social media. Monitoring your social media channels regularly and responding to comments or messages promptly is essential. This public communication also shows other potential clients your commitment to service.
V = Value
Value is a two-fold concept at our studio. Firstly, strive to provide immense value in every aspect of your service. This includes offering high-quality instruction, maintaining clean and well-equipped facilities, and continually seeking ways to enhance the overall experience for your students and their families. You want everyone to feel they are getting the best possible value for their time and money.
Secondly, ensure your customers know that you value them. This means recognizing and appreciating their loyalty and support. Show your appreciation through personalized attention, acknowledging milestones and achievements, and ensuring that every interaction leaves them feeling respected and valued.
I = Integrity
Conduct everything with integrity. This ensures that you can confidently stand by your actions and decisions when issues arise. As Proverbs 10:9 states, "Whoever walks in integrity walks securely, but he who makes his ways crooked will be found out." Integrity builds trust and fosters a positive reputation. It means being honest, transparent, and fair in all dealings. Operating with integrity creates a foundation of trust and respect with your clients, staff, and community. This solid foundation is crucial for long-term success and for navigating any challenges.
C = Communication
Effective communication is vital to excellent customer service. Keep your students and parents informed about class schedules, upcoming events, and any changes that may affect them. Encourage open lines of communication, welcoming feedback and suggestions to improve your services continually. Your communication methods can include:
Newsletters: Regular newsletters keep everyone updated on important news, events, and changes. This ensures that parents and students are always in the loop.
Bulletin Boards: Keeping an updated bulletin board in the studio with schedules, announcements, and essential information helps ensure everyone stays informed.
Online Platforms: Utilizing online platforms and social media for announcements and updates can reach a wider audience quickly and efficiently. This includes your website, social media pages, and email notifications.
E = Excellence
Excellence is our ultimate goal. We are committed to providing the highest level of instruction and customer service, striving for excellence in everything we do. This dedication to excellence ensures that our students not only grow as dancers but also as individuals. As the leader, you set the tone for how your business serves its customers. At Studio J, we are dedicated to maintaining high standards in our teaching methods, customer interactions, and overall studio environment. Our commitment to excellence is reflected in every class, performance, and event we host.
Adhering to these principles can create a positive and enriching experience for everyone who
walks through our doors. Join us in striving for excellence in customer service, and let's build stronger, more vibrant dance communities together.
Comments