OVERVIEW:

Upmarket urban city centre salon/day spa employing 5 therapists and one receptionist.

BRIEF:

To double the turnover

ACTION TAKEN:

*Trialed services as a client to establish  shortfalls in  service.

*Established that all staff were relying on clients to call in, carrying out effective once off treatments, without recommending other services or selling homecare.

*Changed spa culture, ensuring that clients were introduced to all services, programmes/courses of services introduced and sold.

*Rebooking policy implemented.

*On-going cost effective marketing campaign introduced.

*All downtime used to promote spa.

*Introduced retail targets and ran competition for highest number of courses sold per month.

*Reception training.

OUTCOME:

1. Greater client satisfaction as courses of services are generating better results.

2. Improved staff morale and increased productivity.

3. Increased turnover – sales didn’t just double – sales TREBLED!