Strength in Sync: How PureForm Pilates Grew Team Performance and Client Retention with TalentSync + TalentPass

Intro:

In Boston’s thriving wellness scene, PureForm Pilates had carved out a loyal client base across its three boutique studios in Back Bay, Cambridge, and Brookline.

But owner Alicia Grant faced a challenge familiar to many multi-location studio owners:

• Keeping instructors engaged and aligned across locations
• Reducing client churn and increasing membership renewals
• Standardizing the “PureForm” experience without stifling each instructor’s personality

In early 2025, Alicia turned to TalentSync and TalentPass to transform how her team worked together — and how each instructor grew individually.

The Business Challenge

Running three locations meant juggling schedules, training, client retention, and brand consistency.

• Instructors were passionate, but communication between locations was inconsistent.
• Class attendance and retention data were scattered between booking software and spreadsheets.
• Without clear performance feedback, it was hard for instructors to know what was working and what needed improvement.

How TalentSync Helps

Within two weeks of rollout, Alicia’s leadership team had:

1. Set up shared team performance profiles for:
   • Class Attendance & Waitlist Trends
   • Client Retention & Membership Renewal
   • Studio Energy & Culture (collected from client feedback and peer check-ins)
2. Creating location-level dashboards so each studio can see their progress.
3. Integrated Pythia-powered continuous improvement conversations to keep feedback actionable and inspiring.

Example: TalentSync Conversation — Alicia (Owner)

Goal: Increase average client retention from 68% to 80% across all locations.
Profile Contributed: Client Retention & Membership Renewal

Pythia: “You’re up 4% in retention this month — Cambridge is leading with 78%. Would you like to explore what they’re doing differently?”
Alicia: “Yes, focus on Cambridge’s onboarding and follow-up practices.”
Pythia: “They send new members a 2-minute welcome video within 24 hours and follow up after 3 classes. Should we pilot that at Brookline next week?”

Financial Impact:
A 12% improvement in retention means ~45 additional memberships per year per location.
With an average annual membership value of $2,400, that’s $324,000 in recurring revenue gained.

Example: TalentPass Conversation — Mia (Senior Instructor)

Goal: Enhance teaching style to boost engagement and client satisfaction.
Profile Contributed: Studio Energy & Culture

Pythia: “Your client feedback shows strong clarity in instructions but requests more variety in class flow. Would you like to review other instructors’ top-rated sequences?”
Mia: “Yes, give me 3 variations for next week’s intermediate classes.”
Pythia: “Here are 3 sequences from high-rated classes at Back Bay and Cambridge — I’ve tailored them for your class formats.”

Personal Growth Impact:
Mia’s NPS (client satisfaction score) rose from 72 to 88 in 3 months, helping her secure more prime class slots and a $3,600 annual pay increase.

Example: TalentPass Conversation — Jason (New Instructor)

Goal: Master client relationship-building in his first 90 days.
Profile Contributed: Client Retention

Pythia: “You’ve had 12 new clients in your classes this month. Would you like help crafting a personal follow-up that improves return rates?”
Jason: “Yes, make it short and friendly.”
Pythia: “Here’s a 2-line text message you can send after their first class — plus a reminder to invite them back for next week.”

Financial Impact:
Jason’s follow-ups improved new client return rates from 42% to 63%, equating to an estimated $21,600 in annualized added revenue.

Overall Results After 6 Months

• Average client retention increased from 68% → 81% across all locations
• Net new memberships rose by 18% year-over-year
• Instructor satisfaction (measured via TalentSync culture surveys) increased by 22%
• Estimated financial impact: +$445,000 annual recurring revenue plus lower turnover costs