FAQ'S ANSWERED BY LAUREN 27 Feb 2014
What's up with the late cancellation/no show fee on the monthly unlimited membership?: Yeah, it’s been a tough challenge to handle for us and we’ve thought hard about the best way to ensure that people take late canceling or no-showing seriously. When someone late cancels it’s really painful for us as a business, but also to the brand’s reputation and client satisfaction as a whole. We lose 2 spots if you think about it, the no-show, but also the Lither who could have gotten into the class and didn’t. Beyond that, there’s the disappointment of not being able to get into a class that would be diminished if we knew the attendance before-hand and weren’t surprised last minute. You'd be shocked at how many people cancel last minute. Believe me, I don’t want to charge a ‘penalty’ but it would be anarchy without it.
We ran a few focus groups of different populations (moms, people who lithe exclusively and people who lithe but also do other exercise methods). With our old policy, we used to take one day off of the monthly unlimited. For example, lets say you are a 6AM'er. IF we had spots in another class later that day (we usually do not!), we would allow you to take that class at no additional charge, but other wait-listed and walk-in clients got first priority. IF we didn't have spots in classes later that day, you would have to pay $22 to sign up for another class.
The late cancellation fee will generally be less expensive than losing a full day on a monthly package. If you take 21 classes per month it works out to $10 per class. If you take 21 classes then the cancellation fee will be the equivalent of losing 1 day on your monthly. However, if you take less than 21 classes each month the cancellation fee would work out to be less than losing the value of 1 day on your monthly package. We found that most people prefer the new way rather than the former. We certainly try and work with people who have to cancel, but I highly recommend that people who cancel often utilize a class card. BUT, with that said, when class card Lithers late cancel, they lose a class from their class card also.
I need people to feel a responsibility to their commitments, both for the business and for all other Lithers’ satisfaction. We are very open to other solutions as this is a constant topic of discussion internally. Right now this is sort of industry standard, and while we aspire to transcend industry standard in everything we do, this is the best way we’ve found so far.
Why did you raise juices by a buck: It stinks. I didn't want to do it but we have a new producer, and a better, fresher, more consistent product. We are constantly working on ways to decrease costs while maintaining quality. Right now, our prices have gone up a bit to produce a high quality juice, and we need to make a profit on this as Lithe is a business not a nonprofit (sometimes!):) Our Lithers want our juices, and we believe they would rather pay $1 more for them, than to not have them at all. That’s really what it comes down to. We want to offer this because it’s who we are and because we should, but it also has to make sense for the business. Like I said, we’re always looking to provide excellent value… price AND quality, and we will never want to waiver on the quality, so sometimes the price is what moves. Read more on why cold-pressed juice is so expensive via Huffingon Post.
Why aren't all of my classes changing every 4 weeks? They still will, but you'll see that we are working in a direction of only offering only the "best of Lithe" every quarter rather than classes that are not 100% loved by a majority of Lithers. Mindbody utilization reports tell us what you all really love. We'll also be debuting our "key" soon which I think that you will all find really exciting. We are most definitely pairing down our options so that we give you a more consistent product. For example, we are slowly removing classes like Action Figure and Wings from the schedules so that the client experience is improved. I know all about those stinky weights : ) We will be selling weights in the future.
Old City: Yes, wait-lists are growing at this location. We have some great plans for Lithe OC that I can talk about in the springtime!
Rittenhouse: The. Studio. Isn't. Complete. Yet. We have dramatically reduced wait-lists and increased client satisfaction. Wait-lists are not 40+ people deep anymore. We still have to install: signage, additional mirrors and barres, additional lockers, fans, and up-grade our locker room.
Image of Lauren Boggi via Dom