The agony and the ecstasy.

You can't please all of the people, all of the time.

It's amazing to me that in a single evening, a single hour, a person can experience to completely opposite ends of the spectrum.

We have had a student come into the studio who had a lot of trouble with our scheduling and cancellation policies. Long story short, she discontinued her training because she sound the 24 hour cancellation policy and online scheduling system confusing, and could only train at a single specific hour on a single specific day, a time and day which happens to be an advanced group class that is already full on a regular basis. When she informed me that she would not be returning, I was crestfallen. We, my other instructors, receptionist, and myself have tried to be respectfully clear from the beginning with her, but we have watched, with curiosity, as she proceeded as though our world as though the 455 other people who have attended our classes didn't exist.

When I get home, there is an email from Cheryl. Cheryl is the second Cheryl that I have trained that has been inspiring. There must be something in that name. She had tried a CARDIOLATES class  tonight which she wasn't sure she was ready for, and she made it through, and had dropped me a line to let me know that she thought it was awesome that she made it through, but that one of her calves hurt and she is bordering on being discouraged, but that she was determined to stick to it. Responding to that email was the most satisfying thing I have done all day, all week. I had a person at the other end who came to me looking for help, and I could help her. I could tell her that it'll be okay, that I know how she is feeling, that it's my job to help her get where she's going, and I could let her know that I was there for her. The exchange felt so easy, so right.

It makes me wonder, the first occurrence, the agony situation, could I have done something different? I failed her. I couldn't find a way in. If I had bent over all the way to be a good customer servant, 3 other students would have to slow down their progress to wait for her to catch up. I wonder if she were in their shoes if she would have been as amenable to someone who has only been to two classes coming into her class.  I can only hope that she finds what she needs elsewhere.