Everyone thinks I'm soooo nice. And I generally am and I'm
generally happy that so many people think I am but there are those times when
even the happiest, most supportive gal has to get riled up and when those times
come around, I can rile with the best (worst?) of them.
I got
a call a couple of weeks ago from an East Coast teacher who started out by
saying that she had a dilemma in her studio that she wanted my advice about and
although she was guessing I'd just tell her to never mind, over look and make
do, she wanted to go over it with me nonetheless.
I'm so
glad she did.
But
before I get to that matter specifically, that call specifically came the very
same day that I'd been on the phone to a teacher in Australia and she and I had
a lovely time working through what could have become an small "issue"
between us. I think everyone should be able to work cooperatively with others
through small stuff and I love it when those really skilled among us can work
their way through serious conflicts, misunderstandings, mess ups, nightmares,
catastrophes, melt downs and the like. I learn not only from trying to do
that, but from seeing others do it, too.
I'd no
longer finished working through a minor yet emotional review of events with the
Aussie and said goodbye when the phone rang with another matter, the one that's
the subject of this article, being brought to the fore.
But
even before that, I'd been in a flurry of problem-solving for a few days,
caught up, if you will, in the global vortex of being the Pilates Nun; the
helper of any and all, the solver of perplexities, curiosities, confoundment,
the Director of Means to Happy Ends, the encourager of the discouraged.
I take
all calls and they were coming fast and furious that whole week.
Including
from a studio owner who's just opened up a beautiful studio about 3 blocks from
mine. She used to work for me 50 years ago, I absolutely love her and she
emailed asking something about mat classes - she's not offering them but I do -
and we lapsed into a mini, Blackberry to Desktop consulting session with me
(hopefully) talking her into putting a 30 minute session on her fee schedule so
she can still serve her clientele wanting Mat classes without actually offering
mat classes.
So
back to the East Coast teacher with the dilemma.
She'd
welcomed into her studio an apprentice from a teacher training program other
than her own. The teacher was planning to attend group classes at
her studio and use them as credit toward her own program's sessions/observation
requirements. So far, so good.
The
visiting apprentice, however, made the East Coast teacher uncomfortable when
she told one of the teachers at the studio that she would be opening
her own studio
as soon as she clears her program and her new studio
would be very close by.
That
teacher, thankfully and as she should have, told the studio owner what the
apprentice said and it made the studio owner uncomfortable. She
thought about it for a while and decided to call me to talk about it.
She
said she thought I'd suggest that she embrace the apprentice, welcome her, help
her in any way that she could.
Wrong-o,
Pilates People.
It's
inappropriate for the apprentice to tell a staff teacher what she should be telling the studio owner. She
knew, or should have known, that the information would get back to the studio
owner and her method of delivery of the information lacks integrity
and balls, which, when you got 'em are my personal favorite combination of
traits.
The
apprentice needs to be "fired," Donald Trump-style!
It's
one thing to help someone through their program, it's another to have your own
training program and be asked to welcome someone finishing up their training from
another training program.
It's
one thing to help someone through their program even
if their program isn't your program, it's another for that person to
take your help, get to know your clients and then open a studio near yours.
We do
not have to facilitate the growth of others who show us, especially so clearly,
that they do not respect us, that they are dishonest or deceitful.
So
after encouraging the studio owner to tell the apprentice, straight up, that
she's ruined her opportunity to continue to learn at her studio because of her
own disingenuous actions, I had to run to the studio to take a load of stuff
down from the home office and then dash to an eye doctor appointment about 30
minutes north of the city; that's a huge trip for me because I rarely leave my
beloved Queen Anne Hill. I may as well been driving to Florida, the day's miles
seemed so great.
I
jumped in the car and headed down the hill and on the way I saw, once again,
the man who can only be called Blind Daddy
of Queen Anne. He's a 30-something blind man who walks with a
red-tipped white cane, holding the hands of his children one of whom is a
toddler, a tiny little boy who wobbles so much that he practically swings off
his father's hand, pivoting off that one planted tiny tennis-shoed foot.
During school hours when I see Blind Daddy, his older kids aren't around
and he's escorted by his toddler, this wobbly little boy. And there they
go, making their way through the streets of Queen Anne, sometimes in the road,
sometimes on the sidewalk.
I just
hate it that when I see them, I don't know what to do.
As
someone with a sight disability myself, I'm extra aware of the challenges of
the blind, but seriously, there's just no way this is reasonable and my heart
sinks every time I see them.
That
day, I was rush rush rushing so I said some prayers for them and kept right on
going.
But I
didn't get far when the next situation happened that I felt
I needed to become involved in.
The
#13 bus runs from its terminus right by my house, Big Red, all the way to
the other side of town. It was ahead of me as I cleared the
intersection that Blind Daddy (sounds like a punk band, no?) was in and
I couldn't help but notice that there was a really old man, hunched over
his rolling walker, trying like hell to make the #13 bus.
My
heart, already on the floor, sunk a little lower when I saw the #13 pull out
from the stop leaving behind the hunched over old man, doing his version of
running on his rolling walker.
This,
I could do something about.
I
slammed on my brakes and made a sharp turn to the right scaring a runner in the
intersection, I circled the block and made it all the way around before the
runner got to where the old man, gasping and slumped over even more, was draped
over his walker in despair. And with that, I righted two wrongs. I
apologized to the runner, he graciously accepted and then I said to the old man
that I saw the #13 blow him off and that I was here to take him wherever he
needed to go.
Without
blinking an eye, he released the walker to me and zombie-walked without it
toward my car. I threw the walker in the back of my Subaru wagon and when
my new friend was safely tucked into the passenger seat, I slammed the
passenger door and headed down Queen Anne Avenue toward town.
He had
that fantastic old man smell, the good kind, just like my grandfather used to
have minus the Old Spice. I asked him his name and he said
"Vladimir." His accent was at once sexy, smart yet harsh.
I said "Vladimir, where can I take you today?" and he said
"3rd and Union."
Off we
went.
Because
I drive as if I have a rocket launcher up top and a cow catcher on the front,
Vladimir began grasping a bit desperately for his seat belt once we were about
half way down the hill. Once buckled in, he sat quietly and listened to
me tell him about the more memorable times I myself have been left at a stop,
in hot pursuit of a bus that I missed by nanoseconds.
When
we got to 3rd & Union, right by Benaroya Hall, I unloaded his walker while
he extricated himself from the seat belt and made the long hoist up out of the
low seat. A quick hug, a crinkled-eye to crinkled-eye squint signifying
some sort of momentary solidarity, Valdimir and I, and with that, off I went to
unload stuff in the studio and then onto my doctor's appointment.
Vladimir
was easy. Blind Daddy, not so much.
Most
teachers who call or write with questions are really easy to advise because I
always categorize the problem, removing any neurotic overlays (mine, theirs,
everyone's) from the issue so we can digest it for what it is: communication,
ethics, bravery, compassion, consistency, etc. Most all problems can be
looked at by their generic essence and I believe most cleanly solved at that
level.
When I
work with teachers who want to stay connected to me, I tell them that if they
call, I won't listen to the gory details, I'll help with anything but I won't
get involved on a negative emotional level or be exposed on a negative
emotional because nothing is ever resolved or considered by its true merits
when negative emotions are flowing all over and around it.
When
someone earns your anger, let them have it; don't
misdirect it and spray discord all over everything else. When someone
earns your love and respect, let them have that, too. Everything goes much
better in our lives if we give everyone exactly what they've earned and when
there's no negative emotion erroneously discharged in the direction of the
innocent. It's not that hard to do.
And once you embrace this type of honesty and clarity in your
problem solving, you'll find that it's time to fire some clients. You
know the ones. The ones who suck your bone marrow, who don't respect you,
your mission, your vision, your talent, your time, your policies, your
intelligence. They sit like a landfill on your book, you dread at
first the day
they're in, then you end up dreading the day before they're in, then pretty much
the whole week is taken over by how much you dread working with them.
Clocks stand still during sessions with these marrow-sucking,
should-be-fired people who treat you like you're a prostitute - as long as
they're paying you, who cares what they do to you. Have I adequately
described these people, these people who need to be fired?
Fire their ass!
If you don't own the studio, remember this: nobody can
make you work with anyone you don't want to. Nobody can do that.
You have rights as an employee to protect yourself from disrespect,
mistreatment in any form.
I love the signs they have up at the British Airways counter at
SeaTac Airport. I think we should have these types of signs by every Reformer,
Cadillac and Wunda Chair.
Here's what it says: Verbal abuse is construed as
threatening behavior, security will be called and you will be detained.
Joe made it clear in his marketing materials that his clients
had to submit to the work. You know that I've got a bunch of his original
marketing materials up on the studio site, www.PPNWSeattle.com, right?
Here's the link: http://ppnwseattle.com/photo_gallery_arch_universal_method.html
That 8 page "Pilates
Universal Method Balance of Body and Mind" flyer is a true gem. I
call it Joe's manifesto. Read every word.
You feel that heat? Are you in doubt at
all about what
he meant, what he wanted, what he expected? Now, overlay that onto your
client base and see who doesn't match up with what Joe felt was required, what
Joe looked for in clients, and I bet you anything that the clients who don't
match up are the very ones who suck your marrow. Am I right? Can I get a
witness?
Let me riff on Joe: "Come and See Us - if you are in
earnest; otherwise, keep on being slouchy and unattractive, a "MR.
NOBODY." NO MAN - NO MACHINE can correct or create vitality, power
or health for you; everything comes from within, you have to unfold it.
YOU NEVER KNOW what you can do, until something spurs you to achieve it.
WE MAKE YOU DO IT."
Dear Reader, if you know what to do with your client and they're
resisting, they are not coming to you in earnest. You can't help them and you know what you have
to do. You have to do what Joe said. You have to get rid of them.
And once you get rid of them, don't let any more of them in.
Barnes & Noble is half full of books that all say the same
things as Joe's 8-pager. Good Lord, he was such a genius.
And
the great thing about getting rid of lousy clients is, once you get the hang of
it, it gets easier and easier, just like a gorgeous Roll Up. And then,
pretty soon the day comes when your radar is so sensitive that you can catch a
bad one on the phone making that first appointment - be preemptive! Don't
let them in! One bad client can ruin a whole studio!
And don't take my word for it. Would you believe an Olympic-level
Figure Skating Coach?
I've taught Pilates at Kathy Casey's skating seminars and
attended her workshops with parents and coaches and she says, to the very
parents of whom she speaks, that one bad parent can ruin a rink. If you
know anything about Kathy, you know there's nobody who shoots straighter,
she can spot a problem a thousand miles off, and there's nobody
who gets more from less than Miss Kathy Casey. She's the bomb.
And she's right and you know it.
And Joe was right and everybody knows that.
Here's
a fun email from Sydney Craig, a Pilates go-getter with a gorgeous studio in
Chattanooga. She brought me in to do my full Pilates Excel program back
in January and she just came out to my Seattle studio for Open Studio Week in
late April. Sydney, with my encouragement, fired a couple of clients
while I was at her studio in January; I fired one of them for her (read The
Tennessee Rule). Right after Sydney got back to her studio
from being here in Seattle, she sent this
email:
As soon as I got back to my own studio I finally fired a
particularly difficult client and man, it felt good. I did it with a smile on
my face and the client's friend actually told me she was proud of me! It's
amazing how light I feel. You really don't realize how much they bring you down
until they are gone! Woo and two hoos!!! Thank you Rebecca! I love you! I plan
to make this an annual trip! You make me happy!
Can't you just feel her exhilaration? Don't you want some of
it for yourself?
I've fired clients for every imaginable reason but they all fall into a couple of general categories:
- Disrespect of studio policies
- Disrespect of my time & talent
- Incompatible styles/personalities
I've even put a client on probation because she was what I call a "Pilates rodeo queen." That means, with every touch, she pushed against me like we were in freakin' Kung Fu class. If everyone I taught did that, I'd be exhausted by 9 am. Hell no! It's not sustainable. Pilates is about grace and effortless movement, not about shoving our bodies, client into teacher. Let them go shove themselves around some other studio.
Your client who yaps all session may not have anyone else to talk to, your client may enjoy being stuck on some random trivial past event and your client may not care that they're wasting their time but that doesn't mean you have to put up with it. After all, you'll never get anywhere with these clients, you'll never be able to help these clients and they'll end up blaming you for their lack of results. You simply cannot win with these people, except of course by firing them!
If my standards sound harsh, relax.
Here's the full extent of my standards: You have to be nice. You have to care about the work. You have to try. That's it.
You can be fat, you can be the most uncoordinated person ever, you can have zero chance of every doing a Roll Up and you still stand a good chance of being our very favorite client. It's not about performance; it's about engagement, it's about wanting it, it's about teaming up, facing the future together and working toward something that we both believe in. Ah, that's a beautiful thing. And my studio is full of beautiful relationships that have survived all manner of naturally occuring chaos, drama and intrigue but we never, ever suffer from the purposely created chaos, drama and intrigue.
Know this.
You are special, you are precious and you deserve the best.
Give everything you've got to those who deserve you and get rid of the
ones who don't. It's not always easy to figure out who to help and who to
cut loose. Use your resources, think about it seriously and
comprehensively. Seek wise counsel. Then act. Don't wait. It
won't get better. It only gets worse.
So the
apprentice is gone, Blind Daddy still roams the city streets with toddler in
tow, I've seen Vladimir at the same stop waiting for the bus and somehow,
everything seems right. If that saying is true, that God watches out for
innocents, Blind Daddy should be good to go.
I sure
hope so.
God
Bless you. God Bless us all.
And call if I can help you fire anybody.