SNAPSHOT SURVEY
BY JAMISON STOIKE
FOCUS ON REOPENING
MAY 2020
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WHEN WE LOOK BACK ON THE SUMMER
OF 2020, we’ll likely view the ‘Great Reopening’ as
being split in two: the initial wave of reopenings, and everyone
who followed. Data from the May 2020 Snapshot
Survey seems to bear that out.
The Snapshot Survey examined the behaviors of spas
who had reopened and those who hadn’t; in some ways
they held similar views. 91 percent of those who had reopened
have increased visible signage highlighting the
spa’s sanitation efforts; 93 percent of those who had not
yet reopened indicated they’d do the same. Similar comparisons
could be drawn around the removal of communal
snack areas, requiring estheticians to wear face shields,
touchless payment options and more.
However, the time gap between the first wave of reopenings
and the second wave will likely lead to markedly
different behaviors in many more ways. 69 percent of early
reopeners respondents had to do so with a limited menu;
only 36 percent of those who had not yet opened said they
planned on doing the same. Those who had not yet reopened
were also less likely to allow guests to bypass
locker rooms (73 percent v. 43 percent) and more likely to
increase sanitation time by less than 15 minutes when
compared to those who had already reopened. 93 percent
of spas still closed had no plans to change their pricing,
while just 61 percent of reopened spas said the same.
91% 93%
Increased
visible
signage
highlighting
sanitation
efforts
Indicated
they’d to do
the same
69%
Start with a
limited
menu
36%
OPEN
OPENING SOON
Indicated
they’d to do
the same
61%
No plans
to raise
pricing
93%
Indicated
they’d to do
the same
Advice from
the First Wave
“You will need to go over the guidelines with
staff multiple times as a group and individually.
It takes them a little bit to figure it out. I also recommend before
the comeback that they practice wearing PPE. We had
them sign the rules that they will adhere to and understand
before they come back to work.”
“The clients are fine with all the rules, they just want to
come in. I would have extra people to answer phones. That
has been the biggest challenge: keeping up with the
phones.”
“Don’t take shortcuts in safety in the excitement to reopen
and return to work. The important thing now is to establish
trust with our guests and employees that we can
operate safely.”
58 PULSE ■ AUGUST 2020