Yeah.

And I think for, uh, especially, you know, managers and above, but front desk, um, employees are gonna handle these situations.

If a, if a client is coming to you at a seven because they couldn't get into their class or they couldn't get off the wait list, listen to them and understand the underlying emotion of what's going on.

What else happened to them, to them this morning? Because I guarantee you, um, uh, 99% of de-escalation is gonna come from just understanding that they wanna be heard and they wanna be seen.

They're not getting into that class.

That's just a non-negotiable.

That's a black and white policy.

... and the art of being able to step back and trust that the systems and the really just the entire infrastructure that you've put in place across your business is capable of sustaining operation so that you can take a step back.

But like Connor said, by varying amounts at different price points, depending on, you know, their history with us or anything like that.

First and foremost, get organized.

What I like to do, because I'm very type A and I want to control everything, is I would put on one spreadsheet all my current membership types and what their rate is.

And then this kind of goes back to your current members paying less.

I want to know what's the destination.

Decide whether your pricing increase is going to be, let's go fake number, $50.

So if a new member is going to pay $50 more, maybe a current member is only going to see an increase of $30, of $25.

So, it's only fair that you're charging more.

So, speaking of offers, Connor, what are some, you know, flavors that we can add to our sales that isn't just, you know, $100 off or 20% off or not necessarily a cash-based discount?

Yeah, this one, it might still be a little bit cash based, but this has been my absolute favorite this year.

And I've had some clients really successful with it in that I don't want to discount what the base rate is.

If your unlimited is 250, 90% of the time, I want your clients paying that $250 because I don't want to undercut it.

But at the same time, what I'm always weighing when I'm doing pricing calls with someone is average client lifetime value.

So it's the average number of months you have a relationship with someone multiplied by their average spend per month.

So from the business owner's perspective, I don't care if you get commitment length or if you get price per month, you're winning.

Yeah.

Yeah.

It's not work, it's not home, but it's how you make someone feel the second they open the door.

Um, I w- uh, at my last job, we had our hospitality director who would always tell us that the warm welcome was the most important thing.

He worked in hospitality for Disney, and that was what was ingrained to them on day one, is how you make someone feel the second they walk in is gonna set the example for the rest of their time there.

You know, you can usually tell when it's gonna be a first-timer walking through the door because they look a little hesitant.

You can see the look on their face, and looking at your class roster and saying, "Oh, I have one new person, I know that's Caroline," and being greeted by name the very first time, crazy difference it makes in that client's experience.

It's gonna be really hard to say no to continuing here long term.

Yeah.