of a business is not always intentionally
planned. Take Amy and Jon Dobrin for
instance, owners of be present, a yoga
apparel company located in Englewood,
Colorado. The Dobrins had their start in
the industry when Amy made a pair of
yoga pants for her brother in the basement of her home. Her brother wore the
pants while teaching yoga in his studio
and his clients soon took notice of the
design and inquired where he had
bought them. A growing demand and
Red Door Spas’ Guest Experience Survey
The Guest Experience Survey and the Net Promoter Score
(NPS) are Red Door Spas’ most successful initiatives.
Here’s how it works:
Guests are asked the following three questions after a
service or treatment with Red Door Spas:
1) On a scale of 0 to 10, 10 being the highest, how would
you rate your overall experience with us?
2) On the same 0 to 10 scale, how likely are you to refer Red
Door to a friend?
3) What is the one area we should focus on to improve your
overall experience at Red Door?
The scores are tallied and used as benchmarks to measure
“[The benefits
we feel from
supporting our
local community
in Denver] far
outweighed the
initial challenges
of making clothes
in Colorado.”
staff performance, identify issues and the spa’s overall customer service performance.
positive feedback led Amy to making
more pants that were sold in her
brother’s studio.
In 2002, Amy officially started her
business in the basement of her home
with the help of her husband, a skilled
businessman. She remained focused on
her overall goal to design functional and
fashionable yoga clothing that could be
worn in and out of the studio.
She also takes pride in the fact that
their apparel production is done 100
percent in the U.S. “[The benefits we
feel from supporting our local community in Denver] far outweighed the initial
challenges of making clothes in
Colorado,” Dobrin says, adding that they
do all their production on the front end
of the season and ship real-time, which
is unique for the apparel industry.
November 2012
n
PULSE 35