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Customer Service

26 Mar

  I constantly ponder business and customer service. I watch new stores come and go. I observe how long it takes for my meal to be served at restaurants and then how hot, tasty, healthy and well-presented the food is. Some companies, methods and concepts blow me away. For instance a hot towel service on […]

Spa Best Practices

17 Nov

Spa best practices in 2017 for profitability and strategy start with this easy list.  Walt Disney once said, “The way to get started is to quit talking and begin doing.”  What will you be doing in the upcoming year to create success, limit stress and grow your vision? Take Inventory.  Literally take inventory of your […]

Selling Retail at the Spa

16 Feb

Everybody in your salon or spa should be accountable for selling retail.  Well, we will let the cleaning service off the hook.  According to The Spa Association (SPAA) industry standards report the average spa/salon has a $45 service ticket and a $9.25 retail ticket.  This is a dreary picture of retail sales could certainly stand […]

Finding Profit

19 Nov

Don’t get stuck in the matrix of excel spreadsheets.  While it is tempting to decide where to expand next by looking at a map of where your facilities are placed now, don’t expect formulas to generate accurate results.  Rather implementing some basic visuals will spark the creative fire that leads to “aha” moments.  Deploy the […]

New Ways to Grow and Find Profit

13 Aug

Going Beyond Data Don’t get stuck in the matrix of excel spreadsheets.  While it is tempting to decide where to expand next by looking at a map of where your facilities are placed now, don’t expect formulas to generate accurate results.  Rather implementing some basic visuals will spark the creative fire that leads to “aha” […]

Face to Face Time–Customer Service

21 May

Customers who visit your business should receive the same quality service they encounter over the phone. Creating some guidelines for quality service will unify employee behavior—to a pleasant degree—while allowing for creativity and customization. Service specialists should: Greet and welcome every customer. Initiate and close every contact—moment of truth—with direct eye contact and a bright […]

Cyber Crime

05 May

The New Cyber-Threat Terrain is all encompassing: Cyber-criminals are targeting the 38% of those consumers who have experienced cyber hacking in the last year.  Believe it or not, victims are often exploited over and over again. 41% of online adults have been victims of cyber-crime and/or negative online situations in the last year. 27% have […]

Leadership at the Spa

03 Feb

Leadership styles primarily take two different forms. The first type need to be the smartest in the room. They horde intelligence and withhold information.  Delegation for this group is given when there is a difficult task ahead and the point woman needs reasonable assistance to reach valiance. Even when these tasks are flanked with talented […]