MAWN: Many of us in this industry, and as martial artists, get tied up in, ‘Well, you know, it’s always been taught this way, so we need to teach it this way.’ That, as you just described, is a product-centric way to think about it. You should put the customer at the beginning or the middle of all decision making. What’s the most appropriate way to deliver this product to that customer? What’s the most appropriate and palatable way that I can create a program that gets the result the customer really wants? Talk to me about retention. How focused are you on retention, and what kinds of systems do
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