Racking up the WOW points

This is a blog post by Derek Hopper, Lead Engineer of TULA.

One of my first jobs was with a company called Mike's Carwash (they're a big carwash chain throughout Indiana, Ohio, and Kentucky). Our main focus was the customer and giving them the best experience possible. Customer retention is high because the employees are friendly and always do the right thing.

Mike's Carwash has a concept called "WOW points".  For example, you get a point if a customer mentions you by name when you're not around. If a customer takes the time to send in a comment card about a great experience, you get a point.

It's a reward system at its core, but it's so much more than that. Doing these things becomes second nature. You become less focused on the points and more focused on continuing to do the right thing. You start racking up the points with customers because you're always focused on them.

I like to think we have a pseudo WOW points culture at TULA. No matter how long a customer has been with us, we treat them the same - we treat them as we would want to be treated. Our glowing reviews reflect that.

We are racking up the WOW points as best we can. That's how we try to stand out. Customers that have received responses from us in less than a few minutes know this. Customers that ask us for advice know this. Customers that need website help know this.

Each time a customer comes to us with a request, we handle it in the best way possible.

Here's the best part. You can translate WOW points into many different parts of your life. You can do it at your yoga studio. You can rack up points with your friends or at the office. If you focus on it for at least thirty days, you'll form a habit of it. Eventually, you'll forget about the points altogether and all you'll have left is a better culture, a better yoga studio, and a better you!

Improved Special Events and Event Series

We're super happy to announce today a big improvement to our special events feature, the way in which the special events are created, how multiple events are tied together and the way in which you go about tying passes to events.

Previously the feature was super powerful, but we felt the experience of create the events and tying passes to them could be optimized to be a lot better. We wanted people to be able to very easily tie together both multiple events to a single series, as well as tie multiple passes to each of the events in the series.

For example: A beginners workshop that happens on Monday nights and Saturday afternoons, or a retreat that has 15 classes inside of it, or a guest instructor teaching 5 workshops over a weekend, all of which are part of a specific series.

Below are a few screenshots highlighting the new and improved feature:

Associate Repeating Events or Random Events to a single series
Now you have the option of not just adding repeating events, but also random events, to a single series.

New Event Series Page: Easily add and remove events to/from an existing series
On the event series page, you can now view all events in that series, detach events from the series (or delete them entirely) and add new events to the series. Added bonus: When you add a new event to the series, it automatically gets all the valid passes for that series attached to it.

Add new passes for a special event, while creating the special event
Previously it was a little bit clunky to add new passes and new special events. Now it's all part of the same workflow.


We're thrilled with how this enhancement turned out, and hope you find it a lot easier and pleasant to make your special events!

A filter on every frame

I somewhat regularly go through the #yoga hashtag and others similar ones like it on Instagram. Lately though, I just can't get this thought out of my head: A filter on every frame.

The pictures are beautiful, and let's face it, sometimes the bodies too. Men and women alike.

But everything looks so fake.

Remember when technology was trying to get good enough to represent the real thing? Now our technology is so good that reality just isn't good enough, so we spend time where everything has to be even better than reality.

And then we put a filter on every frame.

Why I think this is interesting though is because for all of this 'stuff' there is it's opposite, and what I love about the irony of the yoga hashtag, is that it's anecdote is the yoga studio.

We can put filters on our frames, but we can't lie to ourselves.

I can only speak for myself, but I think I need to spend a little more time putting my body on a yoga mat, and a little less time putting filters on my frames.

 

 

The yoga industrial complex

My entrance into the world of yoga was a surprise, happened by accident when Maile opened her studio, and my immersion has been at least as much in the context of business, if not more, than the yoga itself. 

While I still consider myself a complete novice when it comes to the practice of yoga, it's teachings and the ways in which one can improve their life through yoga, I do feel that over the past few years we've been able to get a pretty clear picture into the business of yoga and various trends in the industry.

One theme that comes up repeatedly in my mind, as well as in conversation, is that there very much seems to be different yoga worlds. I've noticed though that these different worlds often fall into one one of two categories:

Independent business on the one side, and what I've started referring to as the yoga industrial complex on the other side.

Like I've written before about some of our competitors, different doesn't necessarily have to mean better or worse, but different is.....different.

The yoga industrial complex sells volume.

Independents sell loyalty. 

The yoga industrial complex is Groupon, calling every studio multiple times per week trying to get them to sell their yoga for a dollar, while the independent shuns the daily deals and instead works to get a new monthly member.

The yoga industrial complex is Lululemon, mocking the women who shop at their stores, while selling to them at the same time. The independent is Teeki, coming out with intriguing designs and working to be sustainable and making the world better at the same time.

Yoga Journal, owned by Active Interest Media which publishes over 100 magazines, is definitely part of the Yoga Industrial Complex. Yoga Iowa is the independent.

Core power is part of the yoga industrial complex. Your new studio is the independent. 

I bring this up, and it's worth thinking about, because small business often think they need to emulate big businesses. This usually isn't true, I think even more-so in the world of yoga, and even more-so still when we're talking about yoga studios.

As yoga becomes more and more popular, as more studios open, as more clothing manufacturers like Reebok, Nike and Under Armour all work to gain market share in the world of yoga, it's important to ask, what kind of business are you trying to build?

Are you trying to compete with core power? Or are you trying to inspire someone that's never done yoga to give it a try?

These are very different questions that lead to very different business decisions. Are you building a studio that aims to be part of the yoga industrial complex?

Or are you an independent?

 

An open letter to an anonymous yoga instructor

Dear Anonymous,

I read with great interest your post from last year titled “Yoga Teacher’s Labour Rights: A call to action". Before I begin, I’d like to let you know I’m a friend. 

There are numerous yoga instructors who have touched my life, and helped me in extraordinarily positive and unexpected ways. There truly is a special place in my heart for the people who have introduced me to yoga and I spend a lot of my time helping both yoga instructors and studio owners with their respective businesses.

I say this because I want you to know this letter comes from a kind place. 

I do believe however you have dramatically misunderstood a number of things related to the profession of yoga, and believe you could benefit by thinking about the business of yoga in a slightly different way. I also think you are finding yourself confused by basic economic principles that affect all businesses, and are instead taking them as an attack on you. My hope is that this letter will ultimately help you as a yoga professional.

The crux of the argument in your post is that people who own yoga studios are making more money than they should off their instructors, and that in this way instructors are being exploited. With this argument, you also make the assumption that these studios are making significant sums of money.

While I don’t doubt there are some studios that should treat their instructors better, I take significant issue with your representation that the common state of affairs in the yoga community is that studio owners are exploiting their instructors. 

Instead, I believe you are mistaken on three core things:

1. The relationship between a studio and their instructors
2. The difference between revenue and earnings
3. Basic principles of supply and demand

You are not an employee

First, at a high level, I believe you may be misunderstanding the professional relationship that yoga instructors have with the studio owners they work with. Most of the time yoga studios are not an instructor’s employer. I realize there are exceptions to this, but in the dramatic majority of cases, yoga instructors should be looking at yoga studios as their customer, not their employer.

This one shift in perspective will I believe help you dramatically in your yoga career. As an instructor, you should always be asking yourself the question: “How can I bring more value to my customer?” 

How many special events and workshops have you put together and pitched to the studio owners you work with? How many students are coming to the studio because you have the big following through your online videos? How many students are coming to your class because they know what you'll be teaching and what your playlist is going to be because you keep this updated regularly on your site?

Every good business is constantly doing a dance with the market to figure out what kinds of things their customers need from them. If you look at teaching yoga as a job, with the studio as an employer, both you and the studio will be worse off than if you look at it as your business that has customers. 

Revenue does not equal profit

I also have a strong feeling that throughout the article you misunderstand the difference between revenue and earnings. Or quite possibly you aren’t aware of the numerous expenses that studios have. There is a joke among business owners that people always see the money coming in, but they never see it going out.  

As an example, I’ve seen my wife’s studio have $20,000 revenue months that did’t turn a profit. And yet I suspect you might accuse her of exploiting her instructors without properly understanding the expenses. 

In particular you say:

Like musicians in a big band, individual yoga teachers function under the umbrella of a yoga studio’s name and the owners associated with that name. Whether the client is coming to practice with the owner-teacher, or with one of the owner’s handpicked teachers, the bulk of the earnings, the street credibility, and the visibility, go to the studio owner. 

You use the word ‘earnings’ here which is interesting, because I think you meant to say revenue. Were you calculating in the rent, utilities and marketing expenses associated with running a yoga studio? Were you thinking about the business licenses and the liability insurance? Were you thinking about the first 6 months the studio opened and was losing a few thousand dollars each month? Were you thinking about the $5,000 to buy the new retail line?

Were you taking into consideration the initial investment to open the studio? How about the 401(k) plan that was cashed in to open the doors? Do you think it's reasonable for a studio owner to pay themselves?

How are you valuing all these things when you proclaim that these studio owners are taking too much money away from their instructors? 

You talk as if it was yours to begin with, and the owner is just taking it from you.

I talk with studio owners every day who begin to question whether they are bad people the minute they start to turn any profit. Financially healthy studios are the ones that provide a yoga space for their communities on a continued basis, give hope to those who want to open their own studios, and they provide teachers with regular schedules. 

Financially healthy studios should be celebrated, not turned into villains.

The laws of supply and demand

In addition to conflating revenue and profit, I fear you are also simply upset at the basic economic principles of supply and demand, and you direct your anger at ‘greedy studio owners’. In your post you say:

With so many yoga teacher trainings, yoga teachers have become a disposable commodity, and yoga studios can demand more of their teachers for less. 

I believe however that your premise is false. Yoga teachers can be turned into a commodity, but not all yoga instructors are a commodity. This is true with studios too, and I have this conversation with owners regularly about how the different ways they can fight this ‘commoditization of yoga’. 

But the thing is, this is a trend that everyone is fighting, not just instructors. I mean, just look at the number of daily deals sites peddling cheap yoga.

Your particular implication though is that good, well paid teachers are being replaced by crap instructors that are poorly paid, and I do not think this is the case. The simple truth is that there are more good yoga instructors than ever before. Exacerbating the situation is that often times they all want to live in the same markets.

As a yoga instructor, you might actually be able to make more money in a smaller city because of the reduced supply of instructors.

In any event, my point is that pretending that the most basic economic laws of supply and demand don’t affect your profession, or shouldn't affect your profession, is bound to set you up for failure.

Shifting your perspective

The general theme of this letter is that I think you simply need to shift your perspective. 

Stop thinking of yourself as a traditional ‘worker’ and instead understand that you’re an entrepreneur that has to navigate the waters of business like everyone else.

Most of what’s bothering you is just the free market at work and a lack of clarity into all your customer’s expenses. It’s not some attack on you, and it’s probably not a greedy studio owner disrespecting yoga.

Trust me, they’re all fighting their own battles too.

In kindness,

Andrew