As a yoga studio owner, you probably associate the word “flow” with vinyasa or other pose sequences, but keep in mind your business flows are equally important to running a studio. Investing in the optimization of these flows will increase your productivity and client satisfaction — and therefore boost revenue and your own peace of mind. The most important flows you should analyze and optimize are the following:
Sales, Payments and Redemption: Split
From an accounting perspective, these flows should never be combined. The sale is an agreement between the seller and buyer to transfer an item or service for a price. The sale is registered, specifying buyer, date and product. For a yoga studio, the product to sell is typically a package. Then the payment takes place, either on the spot or later, which should be registered in the system against the sale. Finally, the client will redeem the package in time or units until these are depleted, meaning they have to renew — which then leads to another sale and the cycle repeats.
Lookup, Validation and Check-Out: Combine
While yoga class is normally a carefree activity, the moment just before class starts is the contrary for many studio owners. In a time span of a few minutes, your clients trickle in and you have to make sure everyone gets checked in and their packages correctly tallied. Some clients may not have an active package, which means you have to sell them one on the spot or postpone this to after class. To control this flow, you’ll want to set it up in such a manner that you only have to touch your client once administratively and move to the next one swiftly. These are the sub-steps you should combine:
Lookup: Keep your active client list handy, ideally with a tablet computer, so you can quickly look up a client by searching their name.
Validate their package: In that same flow, you need to check whether the client has an active package, with sufficient units left on the punch pass or — if they have a membership — sufficient time till expiration. If the remaining units or time is running low, then your system should tell you so you can remind the client of upcoming renewal. If renewal is needed, or if this is their first time, then you should be able to sell them a package on the spot in that same flow. If at this point you need another application, then your flow is broken. Ideally, when you include sales/renewal in your check-in flow, you should be able to postpone payment to speed up check-in even more.
Check-out: In all of the cases described above, the client will be checked in and out in one linear flow.
Invest in optimization of your sales, payments and check-in flows, so you can spend more time on flowing with your clients.
Rob Goris is specialized in user research and functional design. He spent many hours observing studio owners and converts the findings into productivity software. For more information, visit bobclass.com.