MLM VIBES
I recently made an appointment at Pause Studio in El Segundo for their Contrast Therapy, which consists on contrast between ice-cold plunges and sauna warm-ups. I was very excited to try it out, I am a fitness professional and own a chain of boutique fitness studios in LA and the Hawaiian islands, with a vast online following across all social media. This is not a low key brag, the only reason I am mentioning it is because I wanted to try Pause Studio to review it and recommend it to our clients and online followers.
Unfortunately the experience left me completely underwhelmed. Although the facility design and layout was great and the services offered were a match for what our clients are looking for. The customer service was beyond subpar.
My appointment was at 10 am, but per their website I arrived 10 minutes prior, in case I needed to sign any releases or do any paperwork. When I walked in, all of a sudden I was in the middle of a staff meeting that was taking place right in the lobby of the studio. It turns out this gentleman was doing some kind of presentation regarding their new pricing structure. So the entire lobby area, every chair, every space was taken by the staff of the studio. Although I thought it was rather unprofessional I did not mind it much, I assumed the meeting ran late and they were still there beyond the scheduled time. What happened next left me speechless. Nobody greeted me or checked me in, and actually the gentleman that was running the presentation asked me if I had an appointment and I confirmed I did. Then he proceeded to tell me that I should leave and come back later so he could finish his presentation, adding that none of the Saunas were ready for me. So he had me leave the studio so he could continue his important presentation. It would have taken just a quick minute to check me in and send me on my way, but this gentleman did not think that prioritizing customer service in front of his own staff was something he should do.
So I had to leave the studio and sit outside to make time for the staff meeting to end. The entire time nobody checked on me and nobody ever told me the meeting had ended. I finally went back into the studio at 10:15 wondering if this meeting had ended, and when I walked in I could see all the staff, including the gentleman that was doing the presentation, casually talking and hanging around. When I walked back in, nobody apologized for the inconvenience or made an effort to address me, so I had to stand by their front desk until some young lady finally acknowledged me after SEVERAL minutes.
I finally went into the Sauna, walked by a young man that proceeded to tell me about the new pricing packages. It was definitely not the right time to try to upsell me!
The actual services were ok, but by then my experience was completely ruined. Also I paid $75 dollars for 30 minutes, which is extremely pricey, and only got to be at the spa for 15 minutes at most. I have work in the health and fitness industry my entire life and I have never seen such disregard for the customer!
So I decided to dig a little deeper into this company. I went to their website and under the "franchise" tab I found the answers I needed:
I am attaching a screenshot of this section because is too arrogant and tone deaf. I am only going to address the first three because it is enough.
The bullet points in the "OPPORTUNITY" section are:
"HIGH PROFIT MARGIN" = translation we are overcharging our customers. Even if this is true and good for them, who would put that on their website??? Is it arrogance, do they think their customers are stupid or simply they do not care???
"LABOR LIGHT MODEL" = Wow, in labor friendly California this seems like a real slap on the face. That means we do not need to hire a large number of staff members or create employment opportunities, because we created a structure that yields a lot of profit due to overcharging and we donʻt even have to prioritize customer service.
"MULTIPLE REVENUE STREAMS" = Upsell, is the name of the game. I experienced it myself. The only time I was personally addressed was to be upsold.
After reviewing this section it became really clear to me why I was treated the way I was. This company, much like an MLM does not prioritize the customer experience. Their main goal is to grow the franchize. Their real customer is not you, me or our clients at our gyms looking for restorative health services. Their real focus is new franchisees, this is not about health this is about selling new franchises.
Overall a great disappointment, very much like STRETCH LAB where the services are good but people avoid going there because the upsell is way too aggressive and leaves you feeling like they dont give a crap about you but your wallet.
Like I said, really disappointed I was ready to spread the news about this great new service.
If you are into MLMs this place may be what you are looking for. read more