I’d like to start out today’s blog by sharing an early career faux pas of mine. It wasn’t horrific, but I certainly felt like a failure at the time. Here’s what happened: I went to meet a high-profile client to train her team ona series ofmassage products and spa equipment they had purchased before theirspa was set to open the following week. Mid-presentation, the client abruptly asked me what the cost per treatment of my product was. Having no clue, I fumbled for words. Seeing that I had no clue, she called me out. “How can you not know how much your products will cost a service provider? How can you call yourself a professional?” she asked. I reddened and apologized profusely.
This particular client was pretty brutal. She called me on my lack of knowledge in front of a room of people and didn’t back down until I was a gravely somber version of my former self. And you know what? I don’t blame her one bit. You see, she was doing her job; she was ensuring that she had done a cost analysis on not only her products, but on every aspect of the massages and treatments that her staff offered.
In the years that followed, I came to know this client well. We moved far beyond our early hurdle and, today, I even consider her a friend. She taught me a valuable lesson that day and it’s one I won’t forget. As business owners and leaders, we are responsible for every aspect of our business. While“spa” is all about experience, we need to be cognizant of the multitude of financial and operational decisions that affect our bottom line.
The long and short of it is this, while spais about experience, business is about efficacy. And that, friends, is why I wrote today’s blog. I’m hoping, you see, that this will serve as a friendly reminder that we have the power to educate ourselves and our staff and, in so doing, to improve our business. So, take a few minutes today to look around you. What small changes can you make operationally to improve the business outlook of your spa? Do you know the cost of each skincare product in your arsenal? Have you done a productivity analysis of your employees? If not, maybe it’s time. It may be your spa, but it’s also yourbusiness. Remembering that will propel you towards long-term success.