Recently, restaurateur Danny Meyer interviewed with Anderson Cooper. There, he discussed his secret to success with his dining establishments, like Shake Shack.
He shared that outside of the product itself, his primary focus was on the customer experience. From the people he hired and throughout his training process, if he wanted to create lifelong customers, no detail was too small. Meyers summed it up like this: "Everyone on Earth is walking around life wearing an invisible sign that says, 'make me feel important', and your job is to understand the size of the font of this invisible sign, and how brightly it is lit. It's our job to read that sign and to deliver the experience that that person needs."
This philosophy sums up the Arthur Murray All-Star competition to a tee.
In a world where a current, or future, dance student has many options for their free time, Arthur Murray stands out by hiring the best people, and training them to give the best customer experience.
The All-Star competition gives our company a platform to reveal those that can "read the invisible sign" the best.
Arthur Murray Live had a chance to meet with the All-Star finalists from Area 1, and this is what they had to say about the experience so far, and moving forward.
AML: How has this process made you a better professional? How has it impacted your students and the school?
SM: This experience has helped me use the training a bit more naturally. Being a part of a brand new studio, while also being a new instructor, has its challenges. Having All-Stars forced me to work that part of my instructor's brain, and now I can be more proactive with every student in the studio.
AML: Who are some people that helped get you to this point?
SM: I owe this all to Ms. Kristen Belcher, oh captain my captain! She made it simple, easy, and fun.
AML: What does this mean to you? What makes it special?
SM: This means I can do it, I did it, and I'll keep doing it until someone stops me. I am part of the Arthur Murray team!
AML: How far have you made it in All-Stars before now?
CS: I made it to the District as a Specialist.
AML: Well congratulations on moving on to the finals in Las Vegas. How did you react when the announcement was made?
CS: Thank you. I think I held my breath in the seconds between the screen saying "Top Admin" and the moment when they finally displayed the winner's name. But then, I'm pretty sure I squealed and probably started bouncing out of excitement - at least as much excited bouncing as 4-inch heels could afford.
AML: Who are some people that helped you get to this point?
CS: Scott Lownie, the counselor in Boston. He has been an All-Star before, and he is fantastic at clearly communicating with teachers and students. As the administrative assistant, I work closely with him all day and can honestly say that I have tried to channel his strength in each level of All-Star testing this year.
Kristen Belcher, my manager, and franchisee. She has continuously trained me to be the best I can be in my current position on the team and pushed me to develop further into greater roles of responsibility.
Andrew Ross, an All-Star team member. He helped many of us keep calm the morning of Area testing. It was his idea to play Head's Up 7-Up - which did take away some of the nerves. He has continued to be a steady and calming presence of leadership on the All-Star team, which is a fantastic quality to have in your Team Counselor.
AML: Last question, what does this mean to you? What makes it special?
CS: I am still so new to the admin position that this was a huge point of validation for me. I did something worth recognizing. And as much as one might try to deny it, being awarded for something you do well is really special.
AML: How far have you made it in All-Stars before now?
AG: I participated in-studio as a training exercise last summer, but this is my first real one!
AML: How did you feel going into the semi-finals?
AG: Prepared! I am very aware of myself as a learner, so I knew how to get myself ready for this challenge. I am also fortunate to work with an incredibly dedicated and supportive team, and we all work together to prepare ourselves and each other for All-Stars.
AML: Who are some people that helped get you to this point?
AG: Oh my - this is a long list! I'll have to hit the highlights, for the sake of brevity: Michelle and Emilio Garced, our franchisees. I am beyond lucky to have landed in the net of these two marvelous people. The Garceds push us to be better teachers, dancers, and humans every single day. They are endlessly supportive, and I am so grateful for all that they do.
Jonathan Stangel and Kristen Belcher - our coaches and coordinators. Jonathan and Kristen have been "really hard on us about being nice" (Jonathan's words). The belief that we can go the distance as a team - and the tools to be able to do so - all stem from these Area 1 veterans.
Leo and Christina Garced - mentors and teammates. Leo and Christina are living examples of the philosophy, "Be the best version of yourself you can possibly be." Whether they are teaching, performing, or competing, Leo and Christina strive for excellence, and their energy constantly helps to elevate the people around them to new heights.
AML: Last question, what does this mean to you? What makes it special?
AG: When I came to Arthur Murray the two years prior I had seen some major life changes. Making the All-Stars this year has been an enormous validation that all of the hard choices I made were the right ones. My mission in Arthur Murray - and in life - is to share my light with the world in a time when one could say things are growing increasingly dark - it is my deepest hope that the All-Stars can provide an avenue for that light to spread. Shine on!
AML: How far have you made it in All-Stars before now?
MB: I made it to the Area round.
AML: What kind of last minute things did you do to prepare? Was there a pep talk? Did you do yoga in the hallway? Give us the scoop.
MB: Not much. I briefly looked over the All-Star handout, then put it away, said "relax," and "you got this." I knew I had to stay calm and stay loose. I focused on understanding the backstory and went in prepared to talk to my "students."
AML: Speaking of backstory, what's your All-Star Backstory? If you can give a little synopsis of the highs and lows of this competition for you over the years.
MB: I hated it to start. Got to a point in my third year and decided to throw caution to the wind and went for it. I can remember sweeping the studio floor to distract myself from the testing simulation. Eventually, I realized that the simulations are what I do every day and the exercise could help me. Now with a motivation to go all the way, my focus has become clear. Whether you're going to Vegas, or you don't, you get better in the process.
AML: Last question. What does this mean to you? What makes it special?
MB: It has evolved a lot through the process. My initial goal was a trip to Vegas, but now after winning the area, it has evolved. The positive accolades, recognition, and knowing that people are excited to see me represent Area 1, I want this for our area. I have had awards for Festival and Tournament of Champions, but to win All-Stars is a different and an elite group. I want to make the team proud and show everyone that Area 1 is awesome!
AML: How far have you made it in All-Stars before now?
AR: I have been a 5-time finalist. Twice in Area 1.
AML: How has this process made you a better professional?
AR: I learn well using systems and procedures, so by studying the material myself, it affects and helps to overcome objections. Any testing and simulations we use in the studio help. The students are positively impacted because we are more effective with our ability to communicate with them and see how we can help them.
AML: What will it mean to you if the team wins it all this year?
AR: It would be priceless. Just like all of the Area All Star teams, we have an eclectic group, and everyone has amazing success stories in Arthur Murray. I think that winning 1st place in All-Stars would be huge as a group because it's been awesome to work as a team. Even though we work in different schools, bringing the 1st place to Area 1 would be insanely amazing. Individually, I think it would also be validating for each member of our amazing team. It's nice to know our hard work pays off, and that we're on the right track.
AML: Last question, what does this mean to you? What makes it special?
AR: For me, this year is pretty deep. Over the years I've invested a lot of time and energy in All-Stars, specifically. Our team and area have worked super hard this year on strengthening our skills to be poised for a win. As for myself, my personal goals include becoming a franchisee - and after that happens - I'm not eligible to compete any longer. This may be the last year that I have this chance. As an Arthur Murray executive, I think that winning would be an incredible way to end my All-Star journey.
AML: How far have you made it in All-Stars before now?
CG: I made it to the 2014 All-Star finals as a teacher.
AML: first off, congratulations on moving on to the finals in Las Vegas. How did you react when the announcement was made?
CG: Honestly, I was shocked. Although I have made it to the Vegas finals as a teacher in the past, there are so many high achievers in Area 1, especially in the supervisor position. After the shock wore off, I was delighted! Four of our team members from the Arthur Murray Central New Jersey team made it to the area round. Both Amy Greco and myself, from the Green Brook studio, making it to the All-Star finals.
AML: How has this process made you a better professional? How has it impacted your students and the school?
CG: Personally, I love learning, and I find that the All-Star experience is a great way to challenge yourself and grow out of your comfortable way of doing things in the studio. As a team, we have found that the All-Star process has given us an Arthur Murray language to better communicate with one another and give the best service possible to our students here in Central New Jersey.
AML: Last question, what does this mean to you? Why is it special?
CG: The best part of being in the Arthur Murray family is the sense of belonging. For me, All-Stars is such a fun way to meet and connect with other people from around the globe and make some fantastic memories along the way.
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