work. >> working with larger canvasses was one idea that is a winner. but not every idea is successful. having winners and losers is part of the innovation products. >> we do focus groups. who is our customer and what do they want? franchise partners are boots on the ground. they know what's going on in their community. >> the employees get evaluated regularly too because they are on the front lines of the company's growth. so customers get the chance to rate instructors. >> we do surveys with our customers pretty often to find out what they are feeling about a certain person. when they come into the system we train. and we will do training after they come in if we feel they need it. >> cathy isn't looking back. and renee says she's more focused than ever. she's not backing down because this business is not just a trend. it's here to stay. >> we gave people what they were looking for.

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