JANUARY 10, 2017 I received the following text message from a customer… Your new employee Boomer Rose. He has a history of drug use. On supervised probation. Everyone deserves a second chance. We all make mistakes but just want you to be aware.
MEET BOOMER
Boomer works at TheBarn.
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I used to be 300 pounds. I used to be an alcoholic. I used to be addicted to heroin. I used to be homeless. I have spent time in jails and rehabs. I have spent half my life unable to look in the mirror hating the person I was. Those days have passed, however, they remain fresh in my mind. Now I am a grateful recovering addict. A proud member of a 12-Step Fellowship. A proud member of TheBarn.
I’ve spent a good portion of my morning reading articles debating what Indoor Cycling should and shouldn’t be. In one of the articles, Karen Casler of CB CycleBarn® discusses her childhood, constantly searching for a place to fit in and trying to find acceptance. As an adult, she yearned for a place where others like her could find a safe environment and where they could be themselves. A place that no matter what or who they were … they BELONGED. It is under that principle, that CB CycleBarn® … aka … TheBarn was born. I too have spent most of my life trying to find somewhere that I felt accepted. The moment that I walked into TheBarn I found that place. A place that is more than just an Indoor Cycling and Fitness studio. A place that I take pride in being a member of. I walk in everyday proud to be apart of the primary purpose: Bettering ourselves “one pedal stroke at a time”.
NOW … LET’S BACKTRACK
I had never met Karen Casler before February of 2016.
I had known that we have a sister for most of my life and that she had been given up for adoption at birth. I almost came to tears on the Jail phone in a pod full of 50 strangers when I heard the news that our sister had used DNA to piece together her past and to find us. 3 Days later, on February 5th, I was released from Jail. It was my first stint in Jail and it was Her birthday. When the offer was made for me to move from Virginia to California in November of 2017 I didn’t even have to think it over. I instantly agreed.
Looking back, the decision was somewhat crazy considering Karen and I had just recently met each other and collectively spent less than 24 hours around each other our ENTIRE LIVES. The opportunity to get to know my sister and her family was one that I simply could not pass up. I packed my whole life in a suitcase (36 pounds in total) and left my 4-year-old son and everything I have ever known behind. I awoke on January 8th and looked out on the Pacific Ocean for the first time in the daylight I felt as though I was dreaming. “I don’t deserve to be here” I thought to myself.
That morning Karen and I loaded into the car and headed off for my first trip to TheBarn. In the car on the way there we talked and she mentioned “I bet you would be a great cycling instructor.” I agreed with her. Coming from a theater and athletic background, it might be a possibility but I didn’t take it seriously. At TheBarn, I took my first cycling class. I clipped in and within the first 5 minutes I realized this was It. This was the CHEESE I had been looking for. A dark room, filled with loud music, full of people silently moving together. Working together. For the same common purpose. To better ourselves. That first class I was able to check out of my life and all my wrong doings for 45 minutes and everything that was weighing on me disappeared. It was just me and the bike. Nothing else mattered.
FAST FORWARD … 7 WEEKS
Today is February 26th.
I have been in California almost 2 months.
Four weeks ago, I celebrated my 1st year in recovery. Today, I am 399 days clean. I work at TheBarn. It is a place that is more than a job to me. I spend my time working, going to meetings, being active in my new church and getting to know Karen and my new family. The experience has been the greatest blessing I have ever received. Being apart of TheBarn Family brings me a feeling of pride I have never felt. After much thinking the past few weeks I have decided to embark on the journey of becoming a cycling instructor. The thought I brushed aside has now become a reality. I’m driven to help others who are like me, to find a healthy outlet for their addictive personalities in their recovery. My goal: to offer fun, safe and donation based rides to those suffering from the same disease as me. To give others a healthy way to release the same emotions and endorphins that we found with drugs and alcohol. The ability to safely work on our Mind, Bodies and Spirits. I have found in recovery it is important to focus on all three. The first thing you should do when you get clean, is change everything. I am excited for this adventure, humbled at the opportunity and grateful to be apart of TheBarn family. So here I am, outing myself to the masses as an addict. Hoping that those that are struggling know that they have someone safe to reach out too, and somewhere safe to work on themselves. It’s about progress not perfection.
I sit here watching the waves of the Pacific Ocean crash against the shores of Calafia and reminisce on the events in my life that have brought me here, to THIS place, paradise. My story isn’t over yet. This is just the beginning.
Boomer Rose is a BeatBoss & Schwinn® trained indoor cycling instructor with an AMAZING story. From the moment he first clipped in, Boomer knew his life changed. The ambience, atmosphere, and camaraderie of indoor cycling introduced the fact that a healthy high does exist. If you were to ask Boomer, he'll tell you it's hard to believe or even imagine the life from which he came. Here's WHY…
Boomer used to weigh over 300 pounds. He had a history of drug/alcohol abuse, homelessness, had been to jail twice, and had never held a real job. But … that was then and this is now … today, Boomer is a full time Crunch Fitness employee and teaches 3-8 cycle classes a week. He is adulting on the daily, has formed healthy relationships, and is an inspiration to anyone who struggles with anything. Most importantly, Boomer is happy, healthy, and strong!!! Indoor Cycling literally changed his life. Watch and listen as Boomer tells a little bit of his story here …….
Tonight, Boomer teaches a special and sold out indoor cycling class celebrating his 2 year milestone and it's going to be LIT!!! RockOn, Boomer Rose … ROCK ON!!!
Congratulations! You have decided to take the leap and open an Indoor Cycling studio…you're not alone.
Dedicated Indoor Cycling studios are growing in popularity and numbers. Owning an Indoor Cycling studio is FUN and like any other new small business adventure, not without obstacles.
Let’s assume that you've done all your research, found the perfect location, pulled permits, hired an architect, created a logo, chosen your bikes, learned new software, stayed true to your vision and spend 3X your budget. You are fully prepared to greet the new generation of Indoor Cyclists armed with state of the art equipment, and a team of instructors eager to show it all off.
Are you really ready?
Do you have what it takes to navigate “old school” customer service firedrills like a clogged toilet with a smile, as well as modern day stereo/microphone issues, also with a smile?
Are you prepared for the technology based firedrills of tomorrow that accompany power measurement, real time leader-boards, data tracking, and wireless internet? Indoor Cycling Technology(ICT) issues are common in a brand new studio. It's not a matter of if they are going to pop up. It's a matter of when.
My name is Karen and I am the self proclaimed spokesperson for Keeping It FUN Indoor Cycling. I'm excited to share my Keeping It FUN approach to ICT firefighting while never losing sight of the customer and of course, always having FUN.
1. View every issue as a challenge … never a problem.
Each issue that crosses your path is nothing more than a “First World Problem,” for which you are grateful. and therefore, not a real problem at all. challenge is an opportunity for you to learn and grow. You have the power, as a studio owner, to turn any negative into a positive by how you choose to fight the fire. You also have the ability to turn a frustrated, perhaps angry customer into a lifetime customer.
2. Never let them see you sweat in a world of sweat…
In the event of a fire, customers are more likely to remember how you handled the situation and how you made them feel rather than the problem itself. View every customer complaint as an opportunity to EARN a rider's business. Upset customers need to be listened to and often become your most loyal clients.
3. In the event of a customer complaint, stick with… Keeping It FUN's 10 Commandments Of Customer Care…
Apologize
Say “Thank You” for bringing up the concern
Ask the customer to explain the issue in their own words
Listen to the customer through their eyes
Empathize…”I completely understand why you feel this way.”
Acknowledge the concern (big or small) as a legitimate concern
Explain how the issue will be resolved/handled
Assume full responsibility for the issue
Apologize (again) with sincerity
Thank the customer (again)
4. Recognize that the power may be in the palm of someone else's hand…
Be prepared for ICT issues, software glitches, and unsolved mysteries that you have no control over. Accept the fact that you are at the mercy of someone else's schedule.
5. Document, document, document…
When something breaks…document it every time.
6. Treat your ICT PowerPartners as part of your team…because they are…
It is what it is. ICT issues are likely to require third party involvement. In order to find the quickest resolution, you must be allies with your ICT PowerPartners. Provide the team with as much detailed information as possible regarding your issue. Be prepared to help them troubleshoot and provide them with well documented information. Show them respect and gratitude.
7. Adopt the Keeping it FUN Worry Scale of 1-10
Starting with 10 rate all real or hypothetical issues/problems on a scale of 1-10.
Below is an example:
10. Catastrophic loss of multiple family members
9. Loss of a child
8. Loss of spouse/family member
7. A life altering accident
6. Fill In
5. Your
4. Own
3. Blanks
2. ICT Firedrills
1. Which lululemon Pace Setter skirt will I wear, today?
The Keeping It FUN Worry Scale is fool proof and guaranteed to help you catch any ICT curveball that gets thrown your way!
I had the honor and privilege of working for, training under, and calling friend Mad Dogg Master Instructor_____________. In 2002, she taught me the power of words.
SB, from my heart to yours,
Thank you for sometimes telling me I had to do it your
way and supporting when I wanted to do things my way.
But, most of all, Thank You for teaching me to choose the
Word “resistance” over tension. Because of you, I may
Cue a Steep hill something like this…
“I invite you to let all your tension go.
Tension, weighs us down, holds us back, and makes it harder to breathe.
Resistance, both in life and on this hill makes us stronger. Close your eyes.
Relax your shoulders. Heart center forward and climb. Without changing
cadence, add reistance that makes you push back and fight harder.”
Today, 12 years later and 1500 miles away, her voice is heard in the words I choose when I teach. It’s a powerful lesson that extends beyond Indoor Cycling. The words we choose are more powerful than any ICT malfunction.
There will always be resistance, but you don’t have to have tension. Your customer’s response mirrors your response. If you smile and have FUN going over new studio speed bumps, they will too.
As an Indoor Cycling studio owner or manager, you want your supplier relationships to be a WIN/WIN/WIN where your supplier wins…your customer wins…and you win.
Find the right retail supplier and you add value to the overall customer experience and to your bottom line.
On the flip side, choosing a supplier in haste can cost your studio time and money.
Poor decisions risk creating a false brand illusion, detract from your customer’s overall experience, are expensive lessons to learn.
A new Indoor Cycling studio owner or manager lacking in retail experience is left to rely on trial and error and the test of time to determine what retail products work or don’t work. Social media advice and google searches may help you determine what works in other studios … but there is no guarantee that what works for one will work for the next.
So, once you have narrowed down your chooses of suppliers, think about choosing a partner instead of a supplier. Stay focused on WHY you offer a specific retail product and consider the following…
1. CHOOSE A BRAND NOT A PRODUCT
The way you treat a product is different than how you treat a brand
A product is something. A brand stands for something
How you feel about a brand trickles down to your customer
Products come and go. A brand is here to stay …very similar to how one feels about a job vs. a career
2. KNOW THE PEOPLE BEHIND THE BRAND
Passion drives success
You're passionate about your small business so choose partners with passion …FUN Fact:smart business people surround themselves with like-minded people
3. CONSULT YOUR MISSION STATEMENT
Your mission statement is the foundation of every decision you make …if you don't have a mission statement GET ONE
4. CAN YOU WRITE A TESTIMONIAL?
A brand that parallels and magnifies your own brand is easy to write about
A brand for which words are hard to find…may need to be reconsidered and …go back to questions 1, 2, & 3
Think of your suppliers as partners and watch the WIN/WIN/WIN MAGIC unfold.
Here’s WHY…
A supplier who is also a partner amplifies brand awareness for both brands.
A supplier who is also a partner adds value to the overall customer experience.
A supplier who is also a partner makes you and your partner $$$.
A supplier who is also a partner … well … that’s KEEPING IT FUN for everyone!!!
YOUR CUSTOMER WINS. YOUR SUPPLIER WINS. YOU WIN.
EVERYONE WINS.
Additional FUN Fact:
The article … WIN/WIN/WIN, was inspired by a testimonial I wrote for Violet Love Headbands. While writing the testimonial, it dawned on me that the reason Violet Love Headbands are so successful at our studio is because of the partnership that I share with the founder/owner, Rebecca Michaels. It's not the product that's amazing, it's the people behind the product. KC
Rebecca and Karen share a business philosophy of #keepingitfun
Email info@totalstockroom.com to inquire about wholesale pricing on Violet Love Headbands and product. Violet Love by Rebecca Michaels
“Hello… My name is Karen and I stepped out of the box last year. I am also the self proclaimed spokesperson for KEEPING IT FUNâ„¢ Indoor Cycling. I’m committed to helping other indoor cycling instructors who aren't afraid to approach indoor cycling differently.”
I wrote it a little over a year ago.
I wrote it after making the commitment to add variety into my own studio's Indoor Cycling program.
I wrote it because in order for me to continue to transform lives through Indoor Cycling I recognized that my program needed to evolve.
If you are an Indoor Cycling studio owner/manager the brutal truth is… maintaining the integrity of the road may be the demise of your studio/program.
Soon after I opened my studio in November of 2012, I realized this NOT SO FUN fact.
So, I took an honest inventory of what our studio offers, what our customer wants, and what future projections were for the Indoor Cycling industry. I listened to our customers. I observed what classes they gravitated to and away from. I asked them what they found FUN.
I took into account my personal evolution as a GroupEx instructor, my observations of the Indoor Cycling industry, as well as input from other instructors and studio owners. And then … I charted my Indoor Cycling course and set sail by following my heart. I stayed true to my WHY. I honored both my vision and our Mission Statement of creating the ultimate Indoor Cycling customer experience. I added variety to our schedule.
In addition to traditional Indoor Cycling classes, our studio also offers
CB2 Rhythm
CB2 TotalBody
CB2 Performance IQ
CB2 Rhythm & TotalBody and
CB2 Revelation Revolution Christian Indoor Cycling … all of which we did not offer when we opened. It wasn't easy … but we did it … and it was worth it!
Is offering variety the key to success for future Indoor Cycling studios? ABSOLUTELY NOT
The key is recognizing that the Indoor Cycling industry is evolving and will continue to evolve.
Only you can figure out where you and your studio/program fit in. I suggest you start by revisiting your WHY.
Make decisions that maintain the integrity of your brand mission (which I hope you have) and honor your brand vision (which I also hope you have). Talk to your customers and look at it through their eyes. Look at it through the eyes of customers that ARE NOT customers. Talk to your peers. Ask for help.
Regardless of the path you choose… BELIEVE in it and be ALL IN
Words of Wisdom From An Outdoor & Indoor Cyclist “People need to realize clients have different goals, something your team is exceptionally respectful of. Those who say dance has no room in spin* need to check why they are in the business in my opinion. I love cycling, fitness and helping people improve and grow. I know that may violate an ideal that orbits the bottom line comes first mindset, but it is how I feel. If you want to have limited appeal to a small clientele offer nothing but high powered, intimidating classes that serve Tour de France, Ironman Kona specialists, otherwise open your mind and look at he every day folks that are interested in mixing it up and developing fitness via different methodologies.
I'm admittedly novice in your world and likely idealistic to a fault, but I have trouble dealing with folks that are close minded, dismissive and risk averse. Try things live and learn!” Phil
* “spin” has not been identified as Spin® to maintain the integrity of the customer's own words.
Click below to see (clearly amateur) video of Phil riding in a CB2 class taught for the purpose of media photos. The testimonial after class is unplanned and a beautiful testament to different being a good thing. How do you feel about Phil's testimonial?
