How to Deliver 5-Star Customer Service In Your Dance Studio

Why Your Studio Needs a Door that Doesn’t Fall Off (And Other 5-Star Service Lessons)

Sometimes, it's the weirdest travel experiences that teach us the most. Take Bec's recent European escapade: she checks into a so-called four-star hotel, only to be handed the key to a room that was already occupied (cue screaming stranger), then opens the door to her *actual* room only for the entire door frame to fall off in her hands. Add a rogue shower head to the head, and you've got a hospitality disaster. But here's the kicker: even all that would've been bearable with great service.

Because service – genuine, thoughtful, intentional service – can make or break any experience. And that's exactly what this week's episode is all about: how to bring five-star service into your dance studio, even when you’re on a shoestring budget.

Why Service > Fancy Stuff

Nathan shared a story of his parents splurging on a visit to a Gordon Ramsay restaurant in Bordeaux. They weren't just served dinner; they were swept into a choreographed, storytelling-filled, white-glove lobster-pressing *experience*. Meanwhile, Bec raved about a humble little place in Sorrento that earned five stars on TripAdvisor purely because of the heartfelt service from the waiter. Her mum even hugged him by the end.

Takeaway? It’s not the chandelier or the Instagram wall that keeps people coming back, it’s how you make them feel. So, what are we doing in our studios to give that feeling?

Think About the Whole Journey

Service isn’t just about what happens inside the studio walls. Think about:

* What parents see when they arrive (Is it tidy? Is it welcoming?)
* How students are greeted (Is someone smiling at them or are they ignored?)
* What it feels like to walk in the door (Are they awkwardly standing there not knowing who to talk to?)

Nathan gave the example of one studio with signage saying "Welcome to the PAWS Family" as the very first thing people see. It might seem small, but that little moment can shape the entire experience.

Service Starts With the Team

You can’t carry the whole five-star vibe alone. The whole team has to be in on it—not just the bubbly front desk person. Teachers, assistants, teens in training… everyone. And that doesn’t happen without intentional training and support.

Bec breaks it down into:

Role playing common studio situations (like phone calls, trial follow-ups, parent chats)
Consistent feedback so everyone knows how they’re doing
Modelling what positive, enthusiastic teaching looks like
Celebrating staff who step up

And, yes, sometimes it’s about correcting tone on a phone call or reminding teens to pick up props after class, but it all adds up.

From First Hello to "Let’s Get You Enrolled"

One of the most valuable (and overlooked) service moments? The *end* of a trial class. It’s easy for a teacher to assume the job is done when class ends. But Bec trains her team to go further:

1. Approach the parent and child after class
2. Say something specific and genuine about the child (e.g. "She has beautiful feet for lyrical")
3. Connect that to another class they might love
4. Use the words: "Let’s get you enrolled"
5. Guide them to the front desk or use QR codes to make it smooth

That simple two-minute interaction can be the difference between a casual trial and a long-term enrolment.

Relationships = Retention

This is the golden rule: people don’t leave when they feel connected. Bec shared her frustration as a swim school parent—her son hadn’t progressed levels and she didn’t even know why. No relationship with the teacher meant she felt unimportant and unseen. Sound familiar?

Now flip that. If your team consistently makes small, positive connections with parents—a compliment here, a quick update there—those same parents are more likely to raise concerns early, stick around longer, and sing your praises to friends.

Measure What Matters

How do you know if your studio’s service is hitting the mark?

Retention: Are students staying term after term?
Feedback: Are you hearing good things (and acting on the not-so-good)?
Staff observations: Are teachers doing what they’ve been trained to do?

It all counts. And if someone’s not pulling their weight, it's okay to address it. You don’t have to be harsh—but you do need to be consistent. Because one weak link can impact the whole vibe.

Don’t Wait for the Perfect Time

The final takeaway? Don’t delay service improvements until you "have time." Bec couldn’t run a training herself before heading to Europe, so she asked her rockstar preschool teacher to step in. The feedback? Her staff LOVED it. Why? Because the culture was already strong, and she empowered her team to lead.

So if you’re thinking, "I’m too busy to train staff right now," remember: you’re too busy *not* to.

Try This This Week:

Next time you walk into a shop, gym or cafe, pop on your Studio Owner Goggles and ask:

* How did I feel walking in?
* Was I greeted?
* Did I feel seen?
* Would I come back?

Then take that insight and bring it home to your studio.

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