Studio Audit Series

I’ve visited a lot of studios over the years. It’s one of my favorite things to do when I travel—drop into new spaces, take a class, get a feel for the energy, and just be a student again.

And to be honest, South Florida wasn’t exactly what I hoped it would be. I had the chance to visit several studios during my trip… and one by one, I kept feeling the same thing: disconnected.

No one looked me in the eye. No one asked if it was my first time. There were moments I didn’t know where to put my stuff, what equipment I needed, or even where the bathroom was.

I kept thinking, Is this normal here? Or am I just expecting too much?

Now here’s the thing: I’m not new to this. I’ve been in the industry for years. I’ve owned studios, launched and scaled studios, built client journeys from the ground up. I know how this works. I know what should happen when someone walks through the door for the first time.

But even I felt out of place. And if I—someone with all the insider knowledge—felt that way?
I can only imagine how someone brand new might feel. Someone who’s nervous. Someone who just moved to town. Someone trying to build a wellness routine and looking for a safe space to land.

That’s why this matters.

Because hospitality isn’t about fluff. It’s about reducing friction. It’s about meeting people where they are, and offering just enough guidance and warmth to make them feel like they’re in the right place.

And that’s exactly what I found at Pilates & Or.

I’m not writing this blog to rave about their branding (though it’s beautiful) or to tell you the class crushed me in the best way (it did). I’m writing this because of one person: Nicki—the studio manager who also happened to be teaching the class I took.

From the second she opened the doors, she greeted me with warmth and presence that instantly made me feel like I belonged. Not in a transactional way. Not in a “she’s-just-doing-her-job” way. But in that rare, soulful kind of way that makes you exhale and think, “Ah, finally. Someone sees me.”

We got to talking after class and hit it off right away. She’s from the South. I’m from the Midwest. And maybe we’re both wired for a certain kind of hospitality. But what she said really stuck with me:

“Yeah… it was like that when I moved here too. But I believe we can change the energy. If I show up with warmth every day, maybe others will start to do the same.”

That hit me.
Not because it was new. But because it reminded me of something I already knew:
One person can change the tone of a room. One smile, one welcome, one conversation—it matters.

What Can We Learn from This?

If you’re a studio owner, instructor, or front desk lead—this is your sign to check in on the basics.
Because sometimes, what seems obvious is exactly what’s missing.

Here are a few small but powerful ways to elevate your client experience—no rebrand, renovation, or tech overhaul required:

1. Say hello. Use names.
You don’t have to remember everyone, but try. And if you don’t know their name yet? Ask. Then use it again at the end of class. That moment of recognition matters.

2. Offer the tour.
Even if it feels “extra.” Especially if no one asks. Most clients won’t speak up if they’re confused—they’ll just leave and not come back. Be proactive.

3. Make eye contact. Smile.
Yes, it sounds basic. But when done with presence, it builds trust. This is the human part of the business—and it’s often the part people remember most.

4. Check in after class.
Even a simple: “How did that feel for you?” can turn a transactional experience into a connection. It’s not about being perfect—it’s about being present.

5. Remind your team: you are the brand.
Yes, your playlist and programming matter. But the energy you bring into the room? That’s what keeps people coming back.

I left most studios that week feeling invisible. I left Pilates & Or feeling inspired.
Not because the space was flashier or trendier—but because Nicki made me feel like I mattered.

And that’s the kind of studio culture I’ll always champion.
The kind that sees people.
The kind that doesn’t wait for someone else to go first.
he kind that leads with heart—even when no one’s watching.

Thanks, Nicki, for the reminder. We need more of you in this industry.

I’ll Leave You With This:

If I—a seasoned industry vet—felt like an outsider walking into those studios, I can only imagine how a first-timer must feel.

This is your reminder to check in on the simple stuff. Eye contact. A warm welcome. A genuine “we’re glad you’re here.” These are the moments that create connection. And they cost nothing.

And if you're looking for a studio that gets it right?
Do yourself a favor and check out Pilates & Or on Instagram. Give them a follow. Show them some love. And if you’re local to the South Florida area or passing through—drop in for a class.

Nicki and the team are doing something special.
And in a world where it’s easy to rush through, to look past, to stay on autopilot—they’ve chosen presence.

More of that, please.

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

Is hospitality baked into your studio culture—or just assumed?
I’d love to hear how you and your team bring warmth to the client experience.