"You're in the service business, you're not in the teaching business."
In this episode, we are joined by Phil M Jones, bestselling author of the Exactly What to Say book series (over 1 million copies sold) and one of the world's most in-demand communication and sales experts, having delivered over 3,500 presentations across 50+ countries.
They explore why personality can't be taught but connection can, and what that means for Pilates teachers who think they're "not chatty people." Phil breaks down why the question "how are you" is a connection killer, and gives a simple alternative that opens up real conversation with clients instead.
They unpack why the first and last five minutes of class matter more than the workout itself, why some of the most technically excellent private session teachers still lose clients, and how to build a pre-brief and debrief into every one-on-one so people actually come back.
They also go deep on the business side of Pilates studios, from why membership models built on spreadsheets fail, to how studio owners can build retention and referrals by making long-term clients feel like they belong.
Timestamps
00:00 Intro to Phil M Jones
03:47 Can personality be taught? What actually makes a great teacher
06:52 Why you're in the "helping business," not the teaching business
11:08 Ban the question "how are you"
19:03 You are the brand: why the first 15 minutes before class matter
24:33 Why 6 technically great private sessions still lost a client
40:37 The three keys to reconnect with clients on the way out
48:35 Building memberships around real people, not spreadsheets
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