Something in the world of floating have you stumped?
Show Highlights
Every float center owner has to deal with customers who get, maybe, a little overenthusiastic about the float experience. What is the best way to deal with customers who say things that are just patently false about the benefits of floating? Do you just let it slide? Do you correct them and potentially offend your customer? It’s not their fault, they’re just excited. It doesn’t seem right to punish them.
This is definitely a tightrope walk type of conversation and it can have an impact on your customers and your reputation as a business, as well as the whole industry. As stewards of the tank, Graham and Ashkahn offer their advice on how best to have this difficult conversation and offer some resources to help with it as well.
Show Resources
FTS Blog – A Skeptic’s Guide to Floating
FTS Product – About Float Tanks Guide (Free)
FTS Product – Scientific Research List (Free)
Listen to Just the Audio
Transcription of this episode… (in case you prefer reading)
Graham: Today’s question is, ”what do you do when your customers say blatantly wrong things about the benefits of floating?”
Ashkahn: Yeah, this happens. It’s not fun, it’s not a fun situation. I wouldn’t put this in the category of good times, you know.
Graham: Yeah, yep, yep. So there’s many situations this can arise actually. The one that I find the most uncomfortable is when someone is bringing in their friend to the float center, and they’re describing to their friend some kind of false benefit of floating and I’m overhearing.
Ashkahn: Uh-huh.
Graham: Have to figure out what to do, and we’ll get to that. Someone comes in and is like, “Yeah man, two hours in this tank will give you a full nights sleep. So if you’re doing a two hour float tonight, don’t even bother going back to bed” and you’re like “Ohhh! Kablooey”.
Ashkahn: Yeah, it’s just so embarrassing. Are you gonna go and embarrass your customer, or are you going to just sit idly by and let misinformation spread through the world?
Graham: It’s tough, it’s a tough life being a float center owner. So, for me, I find the need to correct it in the most inoffensive way possible. It’s pretty much the goal there.
Ashkahn: You have to correct, I can’t, you can’t just have people keep thinking things that are wrong. You feel like we’re stewards of-
Graham: “That has 80,000 pounds of salt in there!”
Ashkahn: Yeah, so what I do is I get a big buzzer, as soon as they say something.
Graham: I get like a shepherd’s crook that I can just like pull them off to the side with it and then fill in their part of the conversation.
Ashkahn: Yeah, use that telescoping rescue pole. The one hung up on our wall.
Graham: So I usually just try to figure out, for me the least offensive way to get people right is to agree with them, and then start just shifting what I was agreeing about.
Ashkahn: Usually in kind of a high pitched voice, it’s like, “Yeah, yeah, exactly but not exactly like that.”
Graham: Then you lower the voice as it gets toward real facts.
Ashkahn: Yeah.
Graham: It just seems more natural.
Ashkahn: It’s my tactic as well, yeah.
Graham: So if someone comes in and they say, “Ah he had two hours in here and it was eight hours of sleep.” You’re like, “Yeah float tanks are incredibly restful. They rejuvenate you, they rejuvenate you a lot. We don’t actually have data about exactly how much time in a float tank equals exactly how much sleep, but definitely a really common response that we get is that people feel like they’re way more rested than coming in. Or almost like they’re fresh in the morning or something like that.”
Ashkahn: Yeah, I feel good now.
Graham: So again, it’s like the agreeing and then sort of spreading out actual facts. The thing that you don’t want to do in my mind is be like, “Oh that’s wrong. Your friend’s an idiot. Both of you leave, you think you’re allowed to float.”
Okay, another scenario is someone just starts bragging to you about the benefits of floating, right?
Ashkahn: Well here is there any scenario where you wouldn’t correct it?
Graham: Me, personally?
Ashkahn: Yeah.
Graham: I guess there’s like wishy washy stuff. People get out and they’re just like, “Oh man, I totally astral projected in there.”
Ashkahn: Okay, uh-huh. Sure.
Graham: I mean, they totally could have. I don’t know.
Ashkahn: I’m not going to correct stuff like that.
Graham: Right? And also, and I guess it’s not wrong, so they totally could have, I don’t know if you can astral project or whatever, who knows?
Ashkahn: Yeah. I guess I’m not going to impose my belief of reality onto them at that moment.
Graham: Yep, yep. So here’s another common example too that I get. Is people saying that the salt water will just suck all of the toxins out of your body.
Ashkahn: Detoxifying effects.
Graham: Which have definitely not been proven. I don’t even know exactly what that means, or what toxins they’re talking about, that’s a whole ripe subject even not in the float world.
Ashkahn: But it’s a weird one because it’s a hard one to lightly refute. You know what I mean?
Graham: Yep.
Ashkahn: You can’t just be like, “Oh yeah, totally.” The thing is, “I don’t know what you’re talking about and those words don’t make sense.”
Graham: Yeah, and so again, I’ll say something like, “A lot of people come out of the float tank feeling really nice and they’ve almost released some stuff that was making them feel bad. We don’t really have any studies exactly on this idea of detoxification in the float tank, or whether magnesium is actually sucking things out of your body, but certainly the reports of users are right in line with feeling great afterwards like that.”
Ashkahn: The situations like that can be tricky I’ve noticed, because it seems like the customers really want you to agree with what they’re saying.
Graham: They’re like pausing after they say it.
Ashkahn: Yeah, they say something and they pause. They’re like, “You know what I’m talking about.” You’re like, “Oh.” Yeah, you do have to kind of like gently steer. I don’t know, I’ve never been in the situation where I’ve just outright said something that I didn’t believe. I’ve never felt a need to do that.
Graham: No, and honestly there’s so many people who like all kinds of different types of floats, that it’s really easy to point to your other customers as well when people come in with kind of crazy claims or things like that as well. Again, even saying things that are more in line with personal problems that they’re suffering with or something like that. Like, “This helped me through my childhood emotional trauma.” It’s like, “Great,” other people have also had that experience, or something. We don’t have to go into the fact that there’s no research done on that specifically. And similarly I guess I always go back to research, because claims can be made about anything that’s going on. And it’s a really easy thing to say, “Hey there’s not any published peer reviewed research on that, that I know of. But a lot of people report that the impact of that is similar to what you are saying.” It’s kind of my soft go-to I guess.
Ashkahn: So yeah, it’s kind of gentle like bringing people back into your opinion.
Graham: And keep in mind this is just our opinion as well.
Ashkahn: You see how we’re like soothing you into agreeing with us?
Graham: “I know we all thought in the past agreeing with Graham and Ashkahn was a bad idea, but now that we know the facts, I think we can get on to similar terms here.” That’s all I got. It’s an awkward conversation, it’s going to come up. And I just think it’s our duty as people who are actually running these things and are more well informed to spread a little bit of knowledge and truth out there and not just go along with what people say because it’ll make the conversation easier.
Ashkahn: Definitely.
Graham: And if you have anymore awkward questions that you want to ask us, go to floattanksolutions.com/podcast and send them on in.
Recent Podcast Episodes
Long Term Construction for Float Centers – DSP 260
Ashkahn is still gone, getting ready for the Float Conference. The festivities kick up this week, and he’s busy working diligently to make all our dreams a reality.
In the meantime, Jake and Graham tackle the notion of ongoing maintenance and the ever evolving nature of a float center. Jake sets the record straight on the concept of having a “finished” float center, as new problems always arise. It’s not all bad news, though, as these changes allow for new opportunities for your centers.
Best Insulation for Soundproofing – DSP 259
This is another fantastic episode that challenges the question on its face.
Graham and Jake (still no Ashkahn, unfortunately, but he is in the intro) talk about soundproofing basics and what type of insulation is a good idea for your float rooms. As it turns out, insulation isn’t doing much of the heavy lifting though, so soundproofing probably isn’t the highest priority when selecting insulation.
How to Make an ADA Float Room – DSP 258
Graham and Jake are in the studio again while Ashkahn plots his marvelous float industry event.
This time the guys are talking about how to make a float room ADA compliant. Lots of it is going to vary from state to state (and sometimes even city to city) but there are some useful tips and tricks for making sure you hit all the right marks for compliance when planning your build out.
Jake and Graham share construction ideas, ways to think about ADA requirements, and some fun stories about Float On’s own adventures in making their building accessible.
Best Quietrock for Float Rooms – DSP 257
While Ashkahn is off doing whatever it is Ashkahn does when not on the podcast, Graham sits down with Jake Marty the Float On construction guy (and co-owner of Float On), to talk about Quietrock.
Now before you rush to the Resources section to see which ones are best, this episode lays out the reason to use Quietrock, when (and how) to compromise for more affordable options, and where you may not want to use this when planning your build out.
Marketing to Older Demographics – DSP 256
Some communities have a much higher retiree population than others. It can be difficult to reach customers who don’t utilize social media as much, so how do you get their attention?
Derek and Graham strategize on how to market to the retiree community for float centers. This episode is filled with bingo jokes, rambling examples, and solid advice for reaching out to any demographic that may not spend a lot of time on social media.
Latest Blog Posts
The Float Tour Blog – Issue #20
We now follow the trail of our ancestors, Meriwether Lewis & William Clark, whose expedition started in St. Louis and would, eventually, lead them to Oregon – just like us.
Except, unlike them, we didn’t actually start in St. Louis, don’t have a tour guide from the Lemhi Shoshone tribe, and aren’t carrying flintlocks (except for Graham).
The Float Tour Blog – Issue #19
Chicago is home to one of the oldest float centers still in operation – SpaceTime Float Tanks.
We had the misfortune of timing our visit as they were moving to a larger location, the only time in 34 years that they have ever been closed. It is with great regret that we were unable to see their historic float center in operation.
They were trailblazers even before there were trails to blaze – so many float centers in the entire Midwest trace their roots back to a single float at SpaceTime.
The Float Tour Blog – Issue #18
We made it back to America, everybody. It was a harrowing experience being in an uncivilized country where they think gravy and cheese curds on french fries is a meal but, thankfully, we’ve crossed the border back to a country where we know that chili and shredded cheese on french fries is a meal. Civilization.
Quite honestly, we might be in love with Canada. We’re definitely making another trip up there. For now, it’s about to MPH not KPH.
The Float Tour Blog – Issue #17
We hosted our second Float Tour Workshop here in Toronto and stayed in town a bit longer than we normally do, allowing us to get acquainted with the city. The sprawling metropolis is an amalgamation of old world pioneering days and modern multiculturalism. It was founded in 1787, and some of the currently standing buildings pre-date even that. Ancient architecture stands next to contemporary monoliths, weaving a tapestry of antiquity and avant-garde in this fair city.
