1) Be available in a timely manner.
Arrive early enough that you can set up the space you will be teaching in. Make time to create space between you as a disjointed human and you as a self-connected yogi. The observation part of teaching starts when someone enters your class. This means, make sure you understand your location’s protocol. When they come in, you need to look up from your computer, stop stocking shelves or whatever else you’re doing as soon as possible.
2) Greet the customer in a friendly but appropriate way.
Make eye contact, smile and say something such as, “Hello, NAME. Great to see you again. How are you?” Stop there. Allow the customer to respond.
3) Help them feel welcomed (but not in such an aggressive or rote fashion that the customer is turned/driven off).
This is often the first stage of creating a union, a yoke between mind, body, soul and spirit. This may be the first time they have been welcomed and greeted all day. This can be the drive to get someone into a yoga class, so it shouldn’t be considered less important than the sequence you crafted.
Don’t make people share. Customers who have responded to the initial question by saying something such as, “Fine.” should be allowed to enter and practice quietly if that’s what they need. Remember everyone’s name.
4) Help the customer by directly addressing the customer’s request/solving the customer’s problem.
This may involve:
- Actively listening to the customer. Show that you’re actively listening to the customer by making eye contact, nodding, or even jotting down a note. Ask clarifying questions when the customer is finished speaking if necessary to get more details that will enable you to solve the customer’s problem. Follow through.
- Showing a knowledge of the business’s products and/or services. Be sure that you and your staff know your products and services inside out. Tell customers what they want to know, not everything you know about it. This is extremely important with workshops. If you work at a great place and you believe in their offerings, you should share their services. The more community they build the more that management can take care of you. If they don’t, leave.
5) Be cheerful, courteous and respectful to people, and know your boundaries.
- Know what to say if someone crosses your boundaries
- Beware of compassion fatigue
- Understand secondary trauma
6) Close the customer service interaction appropriately.
You should finish helping a customer by actively suggesting a next step. Suggested next step might be a further invitation to engage with the studio. Know the boundaries around your next steps.