Innovating in Health and Wellness Through Customer Feedback & Hospitality

Join Molly Baker, Founder of Indie Consulting and Emily Coules, Founder of Dose Yoga and Smoothie Bar as they explore the latest trends and strategies in the health and wellness industry. Read along as they discuss how to differentiate offerings in a crowded market and attract and retain customers effectively. Learn how customer feedback and industry trends drive innovation and discover how Emily maintains her well-being while managing a successful business and her growing family.

Molly Baker [MB]:  So tell me without revealing yourself, what are you thinking about these days? Like, right now? 

Emily Coules [EC]: I’m a new mom so right now I’m thinking about my 10 week old at home. This is my first time being away from her. It’s exciting to be in New York with my husband, Brian, but I definitely miss her. 

MB: Has having a baby (Quinn) changed the way you feel about owning a business?

EC: I think it's really taught me to honor more balance in my life. Time is beauty, and I need to be very cognizant of when I'm working, when I'm spending time with Quinn, making sure I'm present with her but also taking care of myself. 

I do feel like since having her I am more effective with my time. My days are much more laid out due to her schedule, so it’s helped me get better at prioritizing tasks and my calendar seems to be more organized.  

MB: Brag about yourself. What are you good at?

EC: I would say I’m a fun and kind boss and leader. I think we spend so much of our time with our work team, so why not make it fun and hire people that you really enjoy to be around? I’ve definitely made this a priority and it’s created a special environment.

MB: Talk to me about the health and wellness space today. What does it mean to you? How do you view it in its current state?

EC: Wellness has never been bigger. I don’t think wellness is just a trend, it will be here forever. I am just grateful to be in the wellness space and feel like it’s not going anywhere. 

MB: It’s become a more crowded space where there are a lot of people doing similar things to you. Talk to me about how you differentiate. How do you stand out from the crowd?

EC: My top thing is making sure that the service we're offering is a 15 out of 10. I think being in the service industry, you can have great marketing, a cool brand, huge social media following, and a fairly good guest experience, but if the actual service itself is not incredible, then people aren't going to come back. 

I also try to stay as relevant as possible. When I travel to these bigger cities, I look for inspiration to bring back to my city. Another part of this is hiring cool people who want to stay relevant, get inspired, and continue to grow. So the team I surround myself with is also really important.  

MB: I want to touch on the customer service piece for a minute because this keeps coming up in my conversations. I think that it's almost become a little bit of a lost art, because the term customer service has been looked down upon. I think emphasizing hospitality helps create a really special environment. How are you able to incorporate this into your business? 

EC: The way I look at it is how I would wanna feel. I want people to feel really good whenever they walk into the door. I always tell my team that it's not just about the service we offer. It’s about making them feel good as soon as they walk into the door, and the entire time until they leave. 

MB: So with that, it seems customer service is a differentiating factor for you guys because you retain a lot of clients through it.  What else do you think makes people loyal to your brand and business?

EC: I think community is a huge aspect. We are able to make people feel like they're a part of something bigger than themselves through creating an inclusive and welcoming environment. 

MB: Do you use customer feedback? How important do you think it is?

EC: Yes. I am the person who will text regular clients and say, “Hi! Just checking in. How's your experience been?” I love and crave feedback. I don’t think I would be where I am today without feedback.

MB: What relationship has been most impactful on you professionally? 

EC: My husband. We've been together almost 7 years now, and he’s seen all the different versions of myself. He supported me financially at the beginning, and has always supported me emotionally. It’s just nice to have a steady person in your life that you can count on, both on the good days and the bad days.  

MB:  So tell us who you are. Give us the reveal!

EC: My name is Emily Coules, and I'm the owner and founder of Dose Yoga and Smoothie Bar based in Raleigh, North Carolina. 

We have two studios. One is hot yoga and smoothies, and the other is hot yoga, smoothies, wellness classes that are unheated as well as contrast therapy. 

MB: What does an average day in the life look like for you?

EC: As an entrepreneur every day is different, and that's what I love about it.

A typical day starts with me getting coffee immediately. I'll have some sort of protein shake, and then I’ll spend time with Quinn, the baby. After that I will either take a yoga class and give feedback, or I’ll have leadership meetings with my team.  marketing meetings with my marketing team, or sit down and just do a bunch of emails. I work out at some point and then I finish the day spending time with Brian and sending more emails.

MB: So when do you find time for you? 

EC: As a yoga studio owner, I obviously preach balance. It is a little different now having Quinn so I’m trying to figure it out as we go. I give myself at least one hour to move a day, and I like to prioritize silence in the car. In my spare time I hang out with people that make me feel good too.

I’ve realized that time is so precious so I want to make sure I spend it wisely with the people I love, while at the same time doing everything I can for Dose, my team, and myself.

MB: What are some of the biggest challenges you've faced as you've built Dose? Both as a brand and business.

EC: I’ve had to develop a lot of grit. I had two other studios with two different partners, and sold my equity at both of those. This was really hard because it was almost like a breakup. But, I wiped my tears, got up, and tried it again. These experiences helped me gain both grit and the confidence to do it on my own. 

MB: What advice would you give to someone who wants to start a business?

EC: I would tell them that every day is not great. One day you're going to feel on top of the world because everything is going perfectly. But there are other days when it might be really tough because things just keep going wrong. So I would say that if you are able to approach this with grit and grace, then entrepreneurship is for you. 

I also think that wanting to make yourself proud rather than someone else is another important quality to have. 

MB: What would you say is the high and the low? 

EC: The high is being able to give others the opportunity to grow within Dose. It’s special knowing the managers and myself are helping teach new yoga instructors how to be the best they can be. 

I also love that we are in the business of making our guests feel so good about themselves and helping the world in both small and big ways. 

As for the low, the inconsistency can sometimes feel overwhelming with the schedule. I think learning structure in the everyday chaos is an art, and I’m starting to get there.  

MB: At 21, did you ever think you would be doing what you're doing today?

EC: Yes, I really do. I dreamed of owning my own business around that age, and knew I could do it because I felt like I had those qualities that would make it successful. 

I do think it’s both luck and hard work. I lucked out with going into a business that is going so well, but I knew I would be super passionate about teaching yoga and building a special community. 

MB: Is Dose more than what you thought it would be? 

EC: Yes, that is for sure. I thought it would be cute to have a little yoga studio and maybe a little apartment above it. Now I am blessed to say that it is much more than that, and a lot of it has to do with my amazing support system. 

Trend or Tragic

Contrast therapy - cold plunges + saunas

EC: Trendy. I love it and see huge benefits of doing it. Everybody needs to try it. 

The rise of carnivore led diets and the decline of plant based diets

EC: I would say trendy because I think protein is huge. I often find myself having the most energy and feeling my best when I’ve eaten a lot of protein. 

Wicked becoming a movie- recently announced and earlier release date

EC: I will say I find it really hard to watch movies. But, I love Broadway musicals and used to be a theater kid so I would say trendy. 

Check out Emily Coules and Dose Yoga on Instagram and at their studio locations in both North Hills and downtown Raleigh. 

As for us, follow @namedrop.pod on Instagram & LinkedIn and @molbakes on Instagram for all future episodes and insights.