Pulse May 2018 - Page 38

SOLVING INDUSTRY PROBLEMS to 500 spa appointments,” Krems said. “When are you sacrificing relaxation for revenue?” This is of course a good problem to have, but is nonetheless still a try implementing a few changes to your routine and processes. Working smarter still means working hard, but less often. Take 10 minutes each night to write down what you need to do the next day. Block schedule your day. This will prevent that feeling of overwhelm and make you feel more in control of your business and of your life. 6. You want more clients. Angela McCambridge of Williams Island Spa is facing an ongoing issue that probably everyone can relate to— she wants more clients! “I would like to have not just more clients, but repeated business through both sales and services,” she notes. “We are working towards a better retention rate so clients turn into repeat clients who 36 PULSE ■ May 2018 turn into loyal customers.” How to get repeated business through sales and services? There is no black and white answer for this one. However, encouraging your top customers to write reviews or provide testimonials on your website is a great place to start. Podium’s State of Online Reviews Report says that 93 percent of customers say that online reviews have an impact on their purchase decision. The word-of-mouth method is back and encouraging online reviews can increase your business immensely. 7. Spa overwhelm. A different problem that Marissa Krems of Elms Hotel and Spa is facing is overcrowding. “This past weekend we had close “93 percent of customers say that online reviews have an impact on their purchase decision.” challenge that must be conquered. Krems is currently working with the hotel’s management team to brain- storm unique and intentional space ideas to help alleviate future problems. If overcrowding or overbooking is an issue for you, look into expanding, more intuitive spa software or hiring additional employees to solve your problems. Conclusion No matter what challenges you are currently facing, know that they can be overcome in time. Stay organized and keep your staff and guests happy. Do those things and your other problems might take care of themselves. n