Core Power Yoga 
Customer Service Proposal

Maddie Padilla
Delaney Pues
Kelly Schauermann
Kadee Vannorsdall

• Background/Mission

• Growth Opportunities

• Research Findings

• Program Development

• Solutions/Conclusion

Overview

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Background 

• Started in 2002 in Denver, CO

• Over 170 studios nationwide

• Largest yoga fitness studio in U.S.

• 12 studios in San Diego, CA

• Workout that changes your mind as much as your body

• Prides itself on building strong community

• Offers Yoga Alliance certified teacher trainings

To show the world the incredible life-changing things that happen when you root an intensely physical workout in the mindfulness of yoga

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Growth Opportunities

• Instructors feel pressured to "sell" programs

• Instructors feel overwhelmed by responsibilities

• Teachers don't have enough time to learn students' needs 

• Check-in is inefficient and impersonal 

• Class start/end time 

• Front desk operations

• Students are unaware of membership and training programs

Front Desk

Lobby

Enhance customer service practices by changing front desk procedures

SOLUTION

Interview with Marissa Hamill

South San Diego Area Leader

• Areas of improvement

• Students are devoted to specific instructors because they feel 
connected them

• Current front desk policies

• Del Mar Studio

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Research Findings - Students

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Research Findings - Instructors

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Program Development - Timeline

Training
for
Teachers

Teacher placement in studio

Protocol before and after class

Role play conversations w/ students 

In-studio etiquette

Training
for
SET

Mind Body Online software training

Customer service training

Timecards and payroll

Cleaning procedures

Recap for
Management

Address pros/cons of trainings

Logistics of new procedures 

Projected outcomes

COST ANALYSIS

For Hillcrest studio only

PAYROLL COSTS

for SET

(minimum wage)

• Hourly rate: $10.50

• Daily cost: $126.00

• Weekly cost: $882.00

• Monthly cost: $3,528.00

• Yearly cost: $42,336.00

for SET

PAYROLL COSTS

Difference from old to new plan

+

• 20 new APM = + $34,560/year

• 10 new APM = + $17,280/year

• 5 new APM = + $8,640/year

AutoPay Membership = $144/month

Benefits for Stakeholders

Students: Efficient, friendly check-in, punctual start/end time, personal connection with instructors, opportunities for growth in yoga practice

Teachers: Opportunity to connect with students, increased morale, support with pre/post-class responsibilities, time to prepare for class

SET: Opportunity to invest in community, further Core Power Yoga’s mission, discounted membership rate

Management: Student retention, front desk support, studio revenue increase, increased morale

Corporate: Increased revenue, committed clientele and employees, streamlined corporate policies

Our goal is to increase employee and customer satisfaction that directly results in increased revenue. These enhanced customer service practices will contribute to a positive studio experience, solidifying Core Power Yoga as the nation’s #1 yoga studio

THANK 
YOU