Dr Feinstein walks us throught his vision of the Float Research Collective and invites you to join and work in different groups within the FRC!
Adult language warning – blame Gloria. (She’s worth it.)
Because the orientation is such an important step in the float journey, we continue last week’s conversation, but focusing on what happens inside the float suite and float pod/tank itself, and how to ensure you’re accounting for those random, “but why” situations – like the times you might need to shut off the water at the main control. Ouch. You’ll hear ideas for including “performance support” to ease friction and anxiety points for your guests, what sorts of customizations you might discuss, and how to make your shower cool (literally) but why you might not want to make it too cool (figuratively).
It’s a topic we allllll love – float orientations! There are countless ways to welcome someone to your center, the float experience, and the logistics of floating at your center. It’s always a favorite topic to discuss, as you’ll hear as our hosts get super hyped up about it in this episode. Since this first impression is so important, the crew shares different ways to deliver the orientation (live or via video), and the pros and cons of each approach. They dive further into how to create a personal connection, the importance of being fully present for each guest, and how to maintain a beginner’s mindset even when you say the same thing over and over each day.
Language warning: You might hear a few four-letter words, so be prepared to cover little ears.
They say the customer is always right, but this week, all four co-hosts share stories of clients who broke that rule. It’s a rare thing, but sometimes, even in the most chill environments like float centers, it’s necessary to fire a client or two. You’ll dive into the importance of setting boundaries, standing up for yourself, your employees, and your spouses (as the case may be). And perhaps one of the biggest takeaways from this conversation is why it’s so incredibly important to record notes about customer interactions – both the good and the not-so-good ones.
When does the customer experience really begin, and what can you do about it? This week’s episode kicks off our Customer Experience series, and the crew dives in to debate (weakly) at exactly what point the customer begins to formulate their perception of your center. You’ll hear ideas about the little spots we may miss (when was the last time you swept the outdoor area?!) and how to ensure you’re catching all of the little things that add up to a big picture for your guests. It’s more than just brand identity – your brand is what people say about you, and each customer’s experience shapes the experience for anyone they tell. While you can’t control what they say, you have a lot of power to shape why they say it.