Renew Magazine - July/August 2008 - (Page 26)

your business “Knowledge is everything, and our customers will attest to the fact that having accurate realtime information is key to their success” —Kirsten Hall “This allows us to keep our ﬁnger on the pulse of the business and react to any changes—positive or negative,” Owen says. “When we notice sales are oﬀ, we research who’s not coming in or who is buying less. When we see our business picking up, we plan ahead with more staﬃng and hiring.” Owen raises an important point: Spa software can be as much a selling tool as it is a management tool. For example, Zeydel uses up-to-the minute data to shift staﬀ duties to maximize their full potential depending on the spa’s immediate needs. Also, using the data to reward employees who are product-selling superstars is an easy way to boost staﬀ morale. “We are able to see what products are and are not selling, which staﬀ members have great retention records and who is productive overall,” Zeydel says. Elite’s Mace points out that his software can also demystify the art of e-marketing by sending out targeted e-mails to customers who haven’t been in recently or those who are running low on products. Hall insist that learning the programs is not diﬃcult. A subscription to Elite software includes unlimited training and technical support for both spa owners and their employees. SpaBiz has a multi-tiered education program that oﬀers self-guided tools through the internet, on-site personal training and unlimited technical support (via phone, e-mail or live chats). Initially, though, a SpaBiz associate comes to the spa to train owners and employees in one-onone or group sessions. Hall says that most customers are comfortable using the software in three to four weeks. Once training is complete, you will need to transfer your paper records into the software system. Zeydel explains that this can be time consuming and needs to be planned as part of the training. Mace from Elite agrees and says his company incorporates the daunting data-entry project into their training to make sure everything is entered accurately from the start. “Anything new is always going to be challenging,” Zeydel says. “The more upfront information your front desk has, the better the process will go.” n management tip Learn—and actually use—all the features of your spa software. It might take some time, but when you’ve mastered your software, you’ve taken the next giant step toward maximizing your spa’s potential. Sheila McGurk, owner of Circe Day Spa in Alexandria,Virginia is a believer. Her biggest rave? “Our reports allow us to market, track and measure the results of our weekly specials,” says McGurk. It can export client data into periodic in-house email blasts to sell last minute appointments, which has resulted in a 25 percent increase in weekly productivity. Kori Calvert, a coordinator at M J Capelli in Fargo, North Dakota, says their software’s client history feature is key. “We record everything from treatment formulas to birthdays, and whether they’re married and notes about their family.” This feature helps newer clients feel welcome when they return to the spa, and ensures they’ll get a better experience, too, adds Calvert.“The history shows which service provider they saw last and the products they bought.We print the appointment sheets every day and give them to the service providers, so they can ask clients how the last product they bought is working, or recommend another product in that line.” ﬁnding a custom ﬁt Just as massages or facials can be tailored to suit each client’s needs and preferences, there is no “one-size-ﬁts-all” version of software. Hall explains that SpaBiz oﬀers a range of products designed for high-volume spas to one-person operations. SalonBiz Light, for example, is designed to support smaller salons and spas just getting started. SpaBiz Standard is ideal for small-to-medium-sized spas, while SpaBiz Enterprise HA is a fully hosted software option for multi-locations. Elite oﬀers a similar library of products. Once you ﬁnd the right software and have it installed, then what? Most spa employees don’t have a technical background, so training is essential. But both Mace and 26 renewprofessional.com july/august 2008 http://renewprofessional.com

Table of Contents Feed for the Digital Edition of Renew Magazine - July/August 2008

Renew- July/August 2008 Contents Editor's Letter Renew Face/Body/Mind/Spirit Reflect Editor's Picks Your Business Spa Spotlight Decor Ultimate Business Boosters Role Models Secrets of the Solo Esthetician Green Science Solutions Inside Ingredients

Renew Magazine - July/August 2008

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