If you’ve followed me for more than a minute, you know I love a good studio tour. There’s something so energizing about stepping into someone else’s four walls and experiencing fitness from the other side of the front desk.

But here’s the thing—I don’t just go to sweat. I go to learn.

Because transformation doesn’t start with the first rep. It starts with the first interaction.

The Client Journey

The moment I inquired about a class at Orangetheory, my phone rang. I hadn’t even had time to close the browser tab before I was getting a call. I’ll be honest—it caught me off guard. It was Easter Sunday, and I didn’t expect anyone to be working, let alone calling. But that level of speed to lead? Impressive.

Still, had they waited just a few more minutes, they would’ve seen that I’d already signed up for my first class the following evening. Instead, I got the call after I completed my booking, which made it feel just a little rushed—but well-intentioned.

After that, I received a ton of information about what to expect and how to get the most out of my first class. But there was one hiccup: the communication said my class was for tomorrow night, when in reality, it was that night. Cue some confusion and calendar double-checking.

Now, I want to be really clear—I’ve visited hundreds of studios. And this? It’s incredibly common. Automation gone slightly rogue. Timing a little off. It happens to the best of us.

But it’s also why I scream about the client journey.

If you’re using automations, you have to experience your own process.
Walk through it as if you were the client. Read the emails. Click the links. Make sure the timing and tone feel personal—not robotic. Because nothing makes someone feel like “just another number” faster than a broken onboarding flow.

In boutique fitness, we thrive on connection. And connection starts before the first class.

What I Thought Orangetheory Was…

For years, I stayed away from Orangetheory. Not because I didn’t think it was effective—but because I assumed it wasn’t for me.

In my mind, it was high-intensity interval training on steroids. All-out sprints. Red zone heart rates. Every second of class spent pushing your absolute limit. And honestly? That brought back some serious PTSD from my Insanity DVD days. (Still love you, Shaun T—but my joints do not.)

It felt like the kind of workout where “go hard or go home” was the only option—and that didn’t feel like something I wanted to return to.

What I didn’t realize until I signed up and experienced it for myself was that yes—it’s structured to keep your heart rate elevated. Yes—it blends cardio, strength, and conditioning. But it’s also surprisingly welcoming. Encouraging. Even flexible. [Shout out to Ellen Latham for her incredible vision and programming!]

It’s not about being the fastest, the strongest, or the fittest in the room. It’s about showing up. Doing what you can. And knowing that your “enough” is more than enough.

Stepping Into Class

From the moment I walked into the studio, I felt taken care of.

Tabitha at the front desk and Zach, the coach leading our class, were incredibly accommodating. Friendly, knowledgeable, and intentional with their welcome, they made sure every new member (myself included) felt comfortable and prepared.

Newbies are required to arrive 30 minutes before class, and now I know why. That time was spent getting fitted to the rower, being walked through the floor station, and understanding exactly how to use the equipment. Then we moved to the tread, where we’d eventually finish class with a max-out effort.

The attention to detail during this orientation was impressive—and honestly, comforting. It took away the guesswork and nerves, which is half the battle for any first-time client.

Our class had about 20 people in it, though I learned they typically see between 16 to 26 per session. Even with a packed room, there was a sense of structure and calm—like everyone knew exactly what they were doing, and we were in good hands.

I’ll Admit It… I Was Wrong

Okay—confession time.

I’ll admit when I’m wrong… and I was wrong about Orangetheory.

I actually loved the class.

It was upbeat, high energy, and surprisingly fun. I pushed myself, but stayed in a comfortable range. There was no pressure to hit max heart rate or go harder than I wanted to. Just high fives, encouragement, and a room full of people moving with purpose.

Zach, our coach, kept things moving seamlessly and brought great energy to the floor. The format, the lighting, the flow—it all felt polished without being robotic.

After class, the team walked me through different membership options based on my goals. Now, I’ll admit—the sales coach in me was itching to jump in and offer a few pointers (old habits die hard), but overall? They did a solid job. I felt seen, supported, and appreciated as a potential member.

And honestly? This franchise owner should be proud.

Their team showed up with heart. They delivered a clear, energetic experience. And they reminded me of something really important:

When the client journey is dialed in—before, during, and after class—it changes everything.

Would I go back? Yes.

Would I recommend it to someone who’s been on the fence like I was? 100%.

Because here’s the truth I walked away with:
Sometimes the biggest barrier isn’t the workout—it’s the story we tell ourselves about it.

And the moment we’re willing to try something new, we create space for a new kind of result.

I’m rooting for you,
With love and encouragement,
Beth

I’d love to hear your thoughts- How are you creating a welcoming, connection-driven experience in your studio or business? What small touches or systems have made the biggest difference in how your clients feel—from the moment they inquire to the moment they walk out the door?