The start of a new dance year is the perfect time to revisit and enhance our customer service skills. In this post, we’ll focus on fundamental practices that can significantly impact your dance studio, regardless of your comfort level with customer interactions.
Marketing and growing your dance studio can feel complicated, but SO much of your dance studio’s success comes down to mastering basic customer service.
Customer service has been a cornerstone of my professional journey, from selling bridal gowns to handling unexpected mishaps like a flipped-over first birthday cake. I’ve dealt with many happy and unhappy customers.
Over our eight-year dance studio journey, Meagan and I tag-teamed as customer service champs, making sure our dance family felt the love. We can only remember a handful of conversations that ended with “agree to disagree”.
To get you started on your top-notch customer service journey, I have listed five things you can implement today that will make a huge impact on your business.
Customer Service Tips for Dance Studios:
- Delightful First Interaction:
Who is the first person a customer sees when they walk in the door? Who answers the phone? Put someone at the front desk or on the office phone who is pleasant and can turn on a smile at the flip of a switch. For some people, this comes naturally and for others, it doesn’t.
You may have to specify that yes, really, you want them to smile as people walk in. When they are at the front desk they need to look pleasant/approachable. This trick also works on the phone. Smile before you answer it. The positive energy will transfer, I promise! Think about your own experience. Is it easier to talk to someone happy or grumpy? We all have bad days but our customers shouldn’t feel that. Put someone in that front position who can handle the cheer! - Greet Everyone:
Think about retail stores. Simply being a greeter is an entire job in retail, it is THAT important. At dance studios, we can easily have our front desk staff or teachers take on that task. Whether they are new or returning, everyone in your studio should be greeted every time they visit the studio. What is the point? It makes everyone feel more comfortable. Think about when you walk into a room filled with people, doesn’t it feel better to be acknowledged? Taking the initiative to say hello makes it easier for your customers to ask questions or strike up a conversation. Studios are built on relationships and relationships can’t be built without talking to one another. - Make Studio Information Accessible:
Avoid sending customers on a quest to find answers. Ensure essential information is readily available across various platforms such as your website, social accounts, and in-studio bulletin boards. Think about your 10 most common questions at the studio. Then think about ways you could make that information more accessible. - Troubleshoot Complaints Proactively:
What is your step-by-step process for handling complaints? Figuring out your plan before there is an issue will make you and your staff feel more confident. When someone is unhappy with the studio, immediately respond with “I’m so sorry to hear that.” From there, ask to either schedule a time to talk about the issue OR have your office staff/teacher say “The studio owner will be reaching out to you within 24 hours to hear more about what is going on.” This tells your customer: message received, we hear you, understand you are angry, and want to dedicate some time to make it right. The best part? This strategy gives all parties some time to calm down. Everyone will have an easier time coming to a solution with calm energy. - Put Yourself in Your Customer’s Shoes:
Empathy is a powerful tool in customer service. It is important to think about all the steps a customer will take during the year. From seeing the studio for the first time to all the fun recital events, think about how it would feel to walk through those steps as a customer. Sometimes as business owners (more simply just as people), we make choices that benefit us. Is registration easy for you but complicated for the customer? Are decisions about recital being made because it makes your life easier? Knowing how your customers will feel will help you make choices that are the best option for all parties. This rule also applies when handling complaints. Although it is never fun, before speaking with a parent or student, take a few moments to think about things from their perspective. Having genuine compassion can do wonders for your customer service skills.
While these strategies serve as a foundational guide to customer service at your dance studio, it’s essential to note that exceptional customer service requires concerted efforts from your entire dance studio team. Share these practices with everyone involved in customer interactions, from front desk staff to teachers.
Here’s to creating positive experiences and fostering lasting connections with your dance studio’s clientele!
Looking to upgrade your customer service even more? Check out our welcome email series template for dance studios!
