How Pulse Yoga Paris halved no shows and refilled cancelled places

Company Overview

Pulse Yoga Paris runs 42 classes a week with an average capacity of 18. Around a fifth of booked places went unused, and a cancellation an hour before a class was simply a lost place.

Challenge

• Around 20 percent of booked places were no shows, so classes looked full and felt empty
• Late cancellations could not be resold, because there was no way to reach interested members quickly
• Instructors prepared for 18 and taught 12, which affected the energy of the class
• Members who wanted a popular class were turned away while places sat unused

Solution

• Members book, cancel and rebook themselves in Solstice Member App, so cancelling is easier than not showing up
• A cancelled place is offered automatically to the waitlist in booking order
• Reminders go out 12 hours and 2 hours before class, which recovered a large share of forgetful no shows
• Repeat no shows are visible to the front desk, so it can be handled as a conversation rather than a policy

Results

• No shows fell from around 20 percent of bookings to 9
• About 70 percent of late cancellations are now refilled from the waitlist
• Average class attendance rose from 12 to 16 against a capacity of 18
• Front desk booking calls dropped by roughly 80 percent

Customer Testimonial

"I thought no shows were about commitment. They were mostly about friction. Cancelling used to mean phoning during our opening hours, so people just did not turn up instead. Make cancelling easy and you get the place back, which sounds backwards until you see it work."

Sophie Delacroix, Studio Owner, Pulse Yoga Paris

Key Benefits

• Members book and cancel themselves at any hour
• Cancelled places offered automatically to the waitlist
• Timed reminders before every class
• Repeat no shows visible to the front desk

Solstice Fitness Studios made cancelling easier than not turning up, which halved no shows at Pulse Yoga Paris and filled the places that were being wasted.