Episode 304: No-Show & Late Cancel Policies That Actually Work

What We Cover In This Episode:

• Why your studio's demand should dictate your no-show and late-cancel policies [4:35]

• Tips on how to select a penalty that deters repeat offenders without alienating your best members [6:36]

• The key ways in which waivers can be a powerful tool for formalizing your policies [9:01]

• How to use automated notifications and your client communication channels to ensure members are always aware of your policies [15:30]

• Why it's crucial for your entire team to understand and enforce your policies in the exact same way [15:49]

• The reasons that making your policies as black and white as possible is the ultimately the best strategy to put in place [19:28]
   

Quotes:  

"Choose a penalty that deters repeat offenders without alienating members. So it's not really going to be your best members that you're thinking about with this, you kind of have to think of your worst members when you're thinking about this." [Nick 6:36] 

"If you update your cancellations polices, add a new waiver, [or] if you just have studio policies in general…all of these things can be in a waiver called 'your studio policies.'" [Megan, 9:04]

"Call them studio policies, call them studio etiquette, this is how we protect our culture at the studio so we can create a welcoming environment." [Nick, 10:16]

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