10 Steps to a Successful Spa Launch - Step 10: Maintain the Enthusiasm for Quality

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We’ve all seen how complacency can negatively affect the quality of services at a trendy new restaurant or hotel. A spa is no different. A slip in quality can ripple through a spa’s operations and eventually through its balance sheets. Marketing costs inevitably increase in order to make up for a drop in repeat business. To maintain quality control after the spa is launched, I recommend hiring a professional mystery shopper to write up their experience and provide you with a regular report. Something as small as a five minute scheduling error or a vacuum cleaner run during a clients visit can make or break a client’s experience. Every second of a client’s experience has to be physically, visually, and acoustically soothing.

Caren Thornburgh, founder of Virtual Spa, Inc. (www.virtualspa.net ), a Web gateway site serving the needs of spa owners and managers with consulting, training programs, and spa career services. She can be reached at (978) 356-0824 or caren@virtualspa.net.

 
graphics courtesy of Caren Thornburgh

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