Creating Customers

How the New Gift Law Affects Your Spa

The new Credit CARD Act took effect on August 22nd, 2010, changing the rules (radically, in some states) for gift card and certificate sales in the United States. Despite what you may have heard, it has a profound effect on small businesses who sell gift cards or gift certificates. We'll show you how to navigate the new law and what you can do to protect your business.

Join Seth Gardenswartz at SpaBoom and Amy L. Pierce at Pillsbury Winthrop Shaw Pittman, LLP as they demystify the new rules.

Reserve your Webinar Seat NOW!

This webinar is Free. Space is limited.

Title: How the New Gift Law Affects Your Spa
Date: Wednesday, September 1st, 2010
Time: 1:00 PM — 2:00 PM EDT

What is Your Marketing Campaign Doing for You?

Marketing campaigns are all over the place these days. Everyone is searching for the magic message to create business in this economy. Do you have a plan to effectively market your spa/salon for the upcoming holiday season?

Join Janell on September 8th as she explores ways to maximize the relationships you have built with your existing clients and reach new potential clients by developing your most successful online marketing campaign for the holiday season now.

Reserve your Webinar Seat NOW!

This webinar is Free. Space is limited.

Title: What is Your Marketing Campaign Doing for You?
Date: Wednesday, September 8th, 2010
Time: 1:00 PM — 2:00 PM EDT

Posted in Creating Customers, General, Holiday Promotion Brief, Spa Gift Certificates, Spa Marketing, SpaBoom Webinars • 2 Comments »

Spas and salons that are most prepared online this holiday will win the revenue game.

Join us for a webinar on Monday, August 23rd that is designed to give you actionable tools to maximize holiday sales. Online synergy and success demands that your website, social media and email marketing work smarter 24/7. Learn to streamline online traffic and prepare for the holiday rush so you can be in the best position to help your business.

Presenters are Seth Gardenswartz, VP Business Development, SpaBoom and Brigette Lemos-Norman, Social Media Manager and Program Developer, YG Laboratories.

Space is limited.
Reserve your Webinar Seat NOW!

This webinar is Free. Space is limited so reserve your seat today!

Title: Get Ready for a Billion Dollar Online Day — Free Webinar
Date: Monday, August 23rd, 2010
Time: 1:00 PM — 2:00 PM EDT

Posted in Creating Customers, General, Social Media, Spa Gift Certificates, Spa Marketing, Spa Product Sales • 2 Comments »

Everyone, including your clients, is involved in monetizing social media for your business. A big picture look can reveal the path to increasing revenue via social media, but it takes microscopic analysis of each interaction with intent to truly take advantage of the revenue potential.

Spas listen and engage with their clients every day. That intimate one-on-one experience, where the client is center means servicing them based on their individual needs in a given moment. Great relationships are built on conversations, which creates the possibility for amazing connections long-term. Understanding the value of these connections and managing the relationships can take on added strength when extend online using social media. Every interaction that occurs with clients fits along a social continuum and if they are managed with intent, they can be monetized to increase revenue and strengthen your spa brand.

For instance, your website is an extension of your spa or salon and reflects the unique differences that set you apart from the competition. It is a place to engage, connect and hopefully make your clients lives easier by allowing them to book appointments online, learn about the latest treatments and in-spa promotional offers and to purchase an Instant Gift Certificate for someone special.

Giving clients easy access to Facebook and Twitter from your website allows them to be part of your community and creates the opportunity for social referrals. Events and in-spa promotions that are disseminated via social media have the possibility of traveling to new social networks. This creates the opportunity for new clients, increased revenue and widening connections.

Take a look at the social piece of your spa business. Each component, from the front desk, therapist and product purchases to your spa website, email campaigns, events and social outreach on Facebook and Twitter plays a part in monetizing social for your spa.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Marketing, Spa Website Design, SpaBoom System Events • Comment »

Building integrated, comprehensive websites for spas is a cornerstone of SpaBoom's business. Without fail, successful spas consistently use their websites to communicate their point of difference, why they stand out in the marketplace. These spas understand that having the best facility, employees and customer service philosophy isn’t enough; they must clearly communicate why they do things differently and why that is important.

In Corbett Barr’s Think Traffic blog post, The Ultimate Guide to Finding Your Unique Selling Proposition, he brilliantly communicates just how you can change the game in your favor by harnessing the power of a unique selling proposition (USP). His recommendations are actionable and informative. I encourage you to read his entire blog post and discover its insight.

What is Unique Selling Proposition?

I like to think of your overall USP as your reason for being. Think about it from your customer’s point of view. With tens or hundreds of potential options out there, you have to answer the question, “why should I buy from you?” Or, “why should I read your blog, when there are millions of other blogs I could be reading?
–Corbett Barr

It is Not About Being the Best:

When you’re small, it’s hard to compete on product or content quality alone. You need to change the conversation. Instead of screaming “hey, look at me, I have great stuff too,” you want to confidently say, “hey, I’m all about X, we do things differently. If you’re into X, we’re the only place you can get it.”
–Corbett Bar

Promotion is only a Small Part of Marketing:

Building a high-traffic website or successful business starts with your point of view. It begins with your thesis, how do you see the world, how you care for and help your customers, and extends through to your content, products, customer interactions and then finally to your promotion. –Corbett Barr

Posted in Creating Customers, General, Spa Business Management, Spa Marketing, Spa Website Design • 2 Comments »

Don’t let the social media wave pass you by!

Join us for a webinar on August 11th. In one hour, Neil Ducoff of Strategies will join Seth Gardenswartz of SpaBoom and teach you how to leverage the most powerful force in media to drive more business into your salon or spa.

We will demystify the social media phenomenon, outline a straightforward strategy for using Facebook and Twitter, while highlighting powerful tips and common mistakes you can easily avoid. This webinar will help you spread your online influence quickly with fresh and timely advice you won’t find anywhere else.

This webinar is Free. Space is limited so reserve your seat today!

Click to Reserve your Webinar Seat NOW!

Space is limited.

Title: Social Media Crash Course – A Free Webinar to Ignite Sales
Date: Wednesday, August 11th, 2010
Time: 1:00 pm — 2:00 pm EDT

Posted in Creating Customers, General, Social Media, Spa Marketing, Spa Product Sales, Spa Technology, SpaBoom Webinars, Strategies • 2 Comments »

GiGi’s Elite Spa is a serene and tranquil retreat in Chicago, Illinois. The spa has launched their new website packed with SpaBoom’s fully integrated online marketing capability including easy management of their website content and graphics, online booking, email marketing, social media, SEO, online menus, branded Instant Gift Certificates, and special events, all within a single login.

There is a warmth to Gi Gi's Elite Spa; it serves as a place to reconnect mind, body and spirit. Clients come to relax, meditate, find peace and receive nothing shy of pure pampering. There is a focus on tailoring each client’s treatments to meet their specific needs, to revitalize their mind using the best natural products from GiGi’s own Creations product line.

Owner Gloria Gholston has her own product line made exclusively for her day spa clients. Gloria knows her customers. “Today customers are on a quest to have healthier and softer skin, so I created products equipped with the finest natural ingredients like Emu Oil, Aloe Butter, Olive Oil, Grape Seed, Shea Butter and Vitamin E. It nourishes the skin and the chamomile, sandalwood and lavender scents provide aromatherapy for the soul,” says Gloria.

Because the spa website is now fully integrated, it has streamlined the entire marketing process, which means Gloria can put even more focus and attention on clients, developing her product line and running her business.

Gloria’s serene day spa offers a cozy, comfortable and holistic environment with three elegant treatment rooms, one meditation area and a party room for special occasions. Her staff of trained estheticians and therapists prides themselves on providing the ultimate spa experience for each client. The spa offers a wide range of services including facials, massage therapy, body treatments, waxing, manicures and pedicures and a variety of special packages.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Gift Certificates, Spa Marketing, Spa Search Engine Optimization (SEO), Spa Technology, SpaBoom Online Booking • Comment »

SpaBoom received great feedback from our last webinar, How To Compete with Massage Envy, some participants wanted examples of how they can use online marketing tools to gain a local competitive edge over large spa concepts like Massage Envy. I just happen to have a personal example.

Joie De Vivre is a company that operates 33 boutique hotels in California. In a recent TechCrunch article they outline how they have used social media very successfully to compete with larger hotels.

Every Tuesday, Joie De Vivre’s Twitter account will Tweet an exclusive deal to its nearly 10,000 followers. Followers have only hours to book the steeply discounted room rate. For example, this past Tuesday, it offered $79 rooms at the group’s Galleria Park Hotel in San Francisco in November and December. The company also operates similar deals for its 5,000-plus Facebook fans on Fridays. –Lena Rao

I am just back from holiday; I stayed at Shorebreak Hotel, a Joie De Vivre hotel in Huntington Beach, California. I checked their Facebook and Twitter accounts every day leading up to my trip. I found relevant information about what was happening in town and at Shorebreak Hotel and obsessively checked for the deals to post on Tuesday and Friday. My family had a fantastic stay and I let the hotel know via Facebook when I returned. The entire family loves Joie de Vivre, we will stay at one of their hotels in California next summer.

This is exactly why SpaBoom has created a powerful, integrated online marketing platform for spas that allows them to enter an event on their website and have it automatically post to their Facebook and Twitter accounts. It works, it encourages your clients to LIKE your spa via social media and take the step to get your posts regularly.

With SpaBoom's online marketing suite, a spa menu is updated, website content is added, special events are activated, email campaigns are created, Facebook and Twitter messages are generated all from a single login. It can handle a spas important online marketing functions simply, saving considerable time and effort for their business.

Just as clients leave your spa, after experiencing a fantastic set of treatments, let them know you offer deals every week on Facebook and Twitter. I guarantee it is the fastest and best way to build your community of avid followers. I am still dreaming of the sun, surf and fun I had at Shorebreak Hotel, I'll check out their weekly deals and consider a tempting opportunity for a quick dash to California and catch the wave.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Marketing, Spa Technology, Spa Website Design • Comment »

Estrellas Moroccan Spa is a luxury day spa in the heart of historic downtown Santa Fe, New Mexico. The beautiful high desert landscape goes hand in hand with this elegant spa, a true oasis of luxury and harmony. The spa has mastered the art of detail; every element is considered, setting a high standard for each individual spa experience from start to finish. Estrellas Moroccan Spa’s fabulous atmosphere is exotic and peaceful, setting the tone for magical spa treatments.

Estrellas Moroccan Spa challenged SpaBoom with building a website that would help their business generate more traffic and deliver more sales. The spa’s old website was difficult to find online, a challenge to navigate and was not generating the traffic the spa intuitively knew they should be getting.

The new Estrellas Moroccan Spa website establishes a heightened presence and it’s online marketing capability will continue to generate more traffic and revenue over time. The spa’s new website includes easy management of their website content and graphics, online booking, email marketing, social media, SEO, online menus, branded Instant Gift Certificates, and special events, all within a single login.

SpaBoom’s events feature allows Estrellas to consistently add new, rich web content that can instantly post to Facebook and Twitter. Each new event the spa regularly adds to the homepage is relevant information for visitors, optimized for search to enhance their search rank and increases the spa’s visibility and sales online. SpaBoom’s booking with confirmations has increased the spa’s appointments and the increased traffic has substantially increased instant gift certificate sales since going live in March.

Because this website is now integrated, it has streamlined the spas entire marketing process, which means they can put even more energy and focus on creating a unique spa experience for their clients. Their passion for the healing work of massage and their tailored approach make them a special destination spa.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Gift Certificates, Spa Marketing, Spa Search Engine Optimization (SEO), Spa Technology, Spa Website Design, SpaBoom Online Booking • Comment »

We enjoyed putting on this Webinar for a record-sized audience, and if you missed out on our great tips and action items for your website's competitive edge, you can still tap into our knowledge — download the presentation notes, or watch the webinar right here to get all of Janell's detailed explanations of each topic.

Download and follow along with our presentation [PDF]

Posted in Creating Customers, Spa Business Management, Spa Marketing, SpaBoom Webinars • 4 Comments »

Artesia Day Spa and Salon, a luxurious and relaxing retreat in the heart of San Diego’s historic Gas Lamp District, offers clients the perfect setting to unwind and relax in a beautiful spa environment. “The long-term connection we have with our clients and community are critical to Artesia's success. Our goal is to provide clients with the highest quality service and we accomplish that by having a staff that strives to be their best each day. We want clients to have a great spa experience and keep coming back,” says spa director Brittany Brown.

What is amazing about Artesia Day Spa and Salon is the deep loyalty clients feel for the salon, spa and the staff. Reviews consistently focus on their exceptional service, beautiful location, the quality of the cut and style, and the fact that their devoted clients look forward to their appointment as an opportunity to unwind and enjoy their salon and spa experiences.

Artesia Day Spa and Salon has launched their new website using SpaBooms integrated online marketing platform, it is packed with online marketing capability that generates revenue instantly. The salon and spa’s new website includes easy management of their website content and graphics, online booking, email marketing, social media, SEO, online menus, branded Instant Gift Certificates, and special events, all within a single login.

Because this website is now integrated, it has streamlined their entire marketing process, which means they can put more focus and attention on their clients and running the spa and salon. The new website also empowers online visitors with valuable, relevant information about the spa and previews the exceptional experience Artesia Day Spa and Salon offers to clients. Artesia Day Spa and Salon has an extensive menu of services including hair styling, color, airbrush tanning, massage therapies, facials, body treatments, pedicures and manicures.

Artesia supports many local community events and uses Spaboom’s automatic social media integration to encourage their clients to participate via Facebook and Twitter. “It is their consistent commitment to the local community that make these events a win-win for all, downtown San Diego and their growing set of loyal clients,” says Kelly Stone, Strategic Implementation Specialist at SpaBoom. The new website takes the Artesia Day Spa and Salon to a new level and extends their relationship with customers online.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Gift Certificates, Spa Marketing, Spa Technology, Spa Website Design • Comment »

Today's economy is tough for local, independent spas and salons.

Join us for a webinar on July 28th as Janell demonstrates how to leverage your online presence to develop the edge necessary to enhance client loyalty, drive more revenue and continue to generate growth for your spa or salon.

Space is limited.
Reserve your Webinar Seat NOW!

This webinar is Free. Space is limited so reserve your seat today!

Title: How to compete with Massage Envy — Free Webinar
Date: Wednesday, July 28, 2010
Time: 1:00 pm — 2:00 pm EDT

Posted in Creating Customers, General, Spa Business Management, Spa Marketing, Spa Technology, SpaBoom Webinars • 7 Comments »

When Bob Maconi approached SpaBoom to build and launch a new website we were all a little excited. Bob is a creative force at HARMS Software and also happens to own the cutting edge and well established Elysium Salon and Spa in New Jersey. We respect Bob’s innate business sense and appreciate that he has always been a loyal champion of SpaBoom.

Elysium’s previous website was beautiful and Flash intensive which made it difficult to update and a challenge from an SEO (Search Engine Optimization) perspective. With Elysium’s salon and spa businesses growing they needed an online marketing suite that could handle their significant and real-time needs and live up to their sophisticated brand presence.

Elysium’s new, integrated website streamlines online traffic generation, shares their brand message locally, nationally and virally, sells instantly and online, builds repeat clientele, and captures more bookings via Harms Software integration.

SpaBoom built Elysium’s online marketing suite to include easy management of the salon and spa’s website content and graphics, email marketing, social media, SEO, online spa menus, branded Instant Gift Certificates, and special events, all within a single login.

With one entry Elysium’s spa menu is updated, website content is added, special events are activated, email campaigns are created, Facebook and Twitter messages are generated. It can handle all of Elysium’s important online marketing functions simply, saving considerable time and effort for their business.

Now Elysium Salon and Spa is using their new website’s integrated capability to leverage their traditional marketing efforts to drive revenue, connect with clients and facilitate Instant Gift Certificate sales 24/7.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Gift Certificates, Spa Marketing, Spa Search Engine Optimization (SEO), Spa Technology • Comment »

Oceans Massage and Spa is a family owned business with two spa locations in Lubbock, Texas. They have launched their new website packed with SpaBoom’s fully integrated online marketing capability including easy management of their website content and graphics, email marketing, Social Media, SEO, online menus, Online Booking, branded Instant Gift Certificates, and special events, all within a single login.

Oceans Massage and Spa offers their clientele a tranquil atmosphere, exceptional service and the highest quality of spa amenities. “We believe massage therapy is an integral part of health care and wellness. Our goal is to provide clients the highest quality service, by offering them some of the best trained therapists with a variety of specializations.” says Oceans owner Bev Byers. Additionally, Oceans Massage and spa has an extensive menu of services including massage therapies, facials, body treatments, pedicures and manicures.

In addition to the Oceans Massage and Spa business the Byer’s family also run the highly regarded Oceans Massage Therapy School and Oceans Travel. “They really needed a series of websites (3) that could connect and grow together and we were happy to accommodate their request. They are a tremendous family with a passionate focus on massage therapy and spa.” says Kelly Stone, a SpaBoom Implementation Specialist. The family visits New Mexico often, so it was also a treat to occasionally have them in the SpaBoom office to discuss their online business plans.

The new website takes the Oceans Massage and Spa, Oceans Massage Therapy School and Oceans Travel website to a new level and extends their relationship with customers online. Clients can follow Oceans Massage on Facebook and Twitter where the staff will share valuable spa information, post upcoming events and limited-time promotions. Because these websites are now fully integrated, it has streamlined their entire marketing process, which means they can put even more focus and attention on their clients and running their businesses.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Gift Certificates, Spa Marketing, Spa Search Engine Optimization (SEO), Spa Technology, Spa Website Design, SpaBoom Online Booking • 1 Comment »

Don't get us wrong, Instant Gift Certificates (IGC's) are a key component in an online marketing strategy, a revenue-driving, consumer-friendly, essential element. We've facilitated over $85M in online transactions for our clients since we brought SpaBoom to the market, so we get how powerful the revenue piece is to any strategy.

But there is so much more to the game than just IGC's. And we're going to show you what that looks like. Over the next few months we will be conducting a series of webinars in which we will outline and define what true online marketing looks like, and how you can conduct effective brand building and drive revenue in the virtual universe.

We'll cover all of the following topics, and probably a lot more, as we tend to get excited about this stuff — it's what we do, and we love to share that with you!

A great website and social media

A comprehensive, effective online marketing strategy should include having an awesome, SEO friendly, up-to-date website. Your website should garner online attention, meet the needs of your customers, and drive revenue in the process.

Special events should be easy to create, and when those events post they should update the website as well as create a social media post. Facebook and Twitter are no longer fringe elements in a marketing mix, they're now part of any well-balanced online strategy.

Menu of services

Your menu of services should always be up-to-date as well, and printable at your convenience. There is no reason, ever, to have an outdated menu of services on your website.

Email campaigns

You should be able to easily create and send emails to your clients. To different lists. For different reasons. Easily, quickly, and if you wish, with no creative effort at all of your own. SpaBoom includes default email campaigns that you may tailor to your needs or simply use as is. Your branding is everywhere, as you've come to expect, and emblazons every single email that goes out on your behalf.

Online Booking

Your clients should be able to book online with you. Doing so respects their desire for easy access to you, and streamlines managing your book.

National Exposure via Joy of Spa and Spa Emergency!

SpaBoom drives business to your spa via our online directories and with our Joy of Spa Gift Certificate. Not only will we help you strengthen your local brand, we'll send traffic your way with our ongoing national marketing!

Convenience for you

Time is of the essence. Imagine the ability to conduct all of your online marketing in one place -– your SpaBoom account. Imagine one login, one point of entry, for all of these functions. Then, get ready to embrace The New SpaBoom.

Keep watch for more on how easy it can and should be for you to be the boss of your online marketing, and still have time to do what it is that you love — manage your spa, salon or massage therapy practice!

As always, if you have questions, please give us a call at 800.940.0458 or send us an .

Posted in Creating Customers, General, Joy of Spa Gift Certificates, SpaBoom New Features • Comment »

Instant Gift Certificates alone are not enough anymore. Your full online marketing suite must comprise a perpetually up-to-date website, revenue generation, social media, email marketing and online booking.

Join us for a Webinar on Wednesday, July 7th, as Janell demonstrates the tools you need to be effective in the highly competitive modern marketing environment.

Space is limited.
Reserve your Webinar Seat Now!

Title: The New SpaBoom — Your Online Marketing Edge
Date: Wednesday, July 7, 2010
Time: 1:00 pm — 2:00 pm EDT

Posted in Creating Customers, General, Spa Gift Certificates, Spa Marketing, Spa Website Design, SpaBoom New Features, SpaBoom Webinars • 4 Comments »

We all think differently. One person can gain great insight through visual experiences while another thrives using a systematic process. With that in mind, I have included a video How to Create a Facebook Business Page from Hubspot. In 7 minutes Lily Zhu of Hubspot demonstrates the ends and outs of setting up your own business page.

I have created this written overview, 6 Steps to Set Up a Facebook Business Page. The process should not take too long but make sure you set aside a chunk of time so you don’t feel pressured to finish quickly.

Step 1: Make sure you have a personal profile in Facebook before you create a business page.

A personal Facebook account is called a “profile” and and business identity is called a “page.” Even if you don't plan on using your personal Facebook account now, in most cases you should set up a profile before you set up your business page.

Go to Facebook and fill out the form to set up your personal profile.

• The personal profile setup requires that you include your name, email address and date of birth.
• If you are worried about entering your personal email you can set up a separate Gmail account specifically for your social media.
• Facebook will require that you confirm your email. You will need to log into your email, retrieve the verification email from Facebook and click on the link in order to proceed and fill out the entire profile.

Now that you have a personal profile on Facebook you can proceed and set up a business page for your spa.

Step 2: Register your spa business page on Facebook.

• Choose your business category, local or brand (product).
• Most spas should choose local business. The difference between local and brand will be apparent later when you fill out the spa information in the page layout.
• The name of your business should be the exact name of your spa; the name people use to search for it online. Stay away from abbreviations and nicknames.
• Category and Name can’t be changed once they are completed. If you need to edit this information you must delete it and start over.

Step 3: Upload your logo and fill out the page tabs.

• Once you have registered your spa in Facebook you will be encouraged to upload your profile picture. This will most likely be your spa logo and it will appear in the upper left corner of your business page.

Step 4: Fill out the page tabs: Wall, Info, Photos, Discussion and Video.

• Click on the Info tab and fill out information about your spa. Don’t forget to hit save before you move on to the next tab.
• You can upload photos in the photo tab but keep it professional. Showing consumers professional pictures of your spa could give them the incentive to take action and book an appointment.
• The discussion tab allows you to have discussions and communicate with your fans.
• Add video if you have created a webinar or have spoken professionally on behalf of your spa.

Step 5: Publish your Page so others can see it!

Step 6: Next time you log into Facebook…

• Log into your personal account.
• In the search bar, upper right side of your personal page, type the name of your business and select your spa. It will take you directly to your business page.
• If you created your personal profile, become the first fan of your new business page!

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Marketing, Spa Technology • Comment »

Facebook is the new Google. Use social media to draw clients to your spa — join us to learn how easy it is!

June 23rd, 1:00 pm — 2:00 pm EDT

Click here to register for the free webinar.

Social Media Revealed is the latest webinar in our online marketing for spas, salons and massage therapists series. Gather tips and tricks to strengthen your social media strategy while you learn the key role social media should play in any modern marketing mix, and how driving revenue should be an expectation, not a pleasant surprise.

This webinar is FREE so be sure to join in and learn.

Title: Social Media Revealed
Date: Wednesday, June 23rd
Time: 1:00 pm -– 2:00 pm EDT

Don't miss this webinar! Space is Limited. Reserve your seat now!

After registering you will receive a confirmation email containing information about joining the webinar.

Posted in Creating Customers, General, Social Media, Spa Marketing, SpaBoom Webinars • 1 Comment »

Spas understand how important customer service is to their business, a priority for every employee. It can differentiate your spa from the competition and gives customers a reason to choose your spa over a large spa concept.

Leverage your social media, like Facebook and Twitter, and extend customer service by using it for customer inquiry and a means to respond to client service issues. It will give your spa that extra service edge that larger companies just can’t deliver.

Think about how clients and potential customers currently contact your spa, they use SpaBoom online booking, email or call to speak to someone in person. Facebook and Twitter are an additional contact source but it is also a place to build a dialog and develop a community of avid online spa clients.

Empower your employees to respond to inquiries via social media the same way they would using email. It simply requires that you set attainable expectations and that employees overseeing customer contact monitor social media activity throughout the day.

Great customer service starts with listening to and responding to the needs of your clients consistently. Every opportunity to engage with clients and solve their problems is an investment in your spa and its brand. Using social media to build relationships with your customers is a logical extension of quality service.

Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Marketing • 2 Comments »

I must say upfront that I like Tony Hsieh of Zappos, his business philosophy and I regularly enjoy his Twitter posts. He is just the right amount of geek innovator who brings great ideas into the marketplace, disrupts, breaks through the pack and wins just when competitors start to notice.

I recently read his new book, Delivering Happiness, A Path to Profits, Passion and Purpose, mostly because they offered an advanced copy to bloggers and I thought it was an innovative way to get the word out and wanted to be part of it.

It is an inspiring read for business owners, students, mothers and anyone looking to do more, be more and put a positive and happy spin on their life’s purpose. Happiness requires that we find and pursue our passions; it is the cornerstone of a fulfilled life. This book is filled with insight and interesting Zappos history, told by Tony and his employees and is applicable to small businesses, like spas, because customer service is in prime focus throughout the book.

Zappos Top 10 Ways to Instill Customer Service into Your Company.

1. Make Customer Service a priority for the whole company, not just a department. A customer service attitude needs to come from the top.
2. Make WOW a verb that is part of your company’s everyday vocabulary.
3. Empower and trust your customer service reps. Trust that they want to provide great service… because they actually do. Escalations to a supervisor should be rare.
4. Realize that it’s okay to fire customers who are insatiable or abuse your employees.
5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts.
6. Don’t hide your 1-800 number. It’s a message not just to your customers, but to your employees as well.
7. View each call as an investment in building a customer service brand, not as an expense you’re seeking to minimize.
8. Have the entire company celebrate great service. Tell stories of WOW experiences to everyone in the company.
9. Find and hire people who are already passionate about customer service.
10. Give great service to everyone: customers, employees, and vendors.

Posted in Creating Customers, General, Spa Business Management, Spa Marketing • 2 Comments »

Find that warm drink of insight as you scan Fast Company’s list of the top 100 creative people. The list ranges from Bob Dylan’s son, who is creating short films that inspire adventure and discovery, to Marjora Carter, a visionary who took a dumping ground in her South Bronx neighborhood and transformed it into a beautiful park. There is so much to learn from these imaginative people including how they transform lives and unlocked the potential of fellow creators.

What attributes are most apparent in these fantastically creative people? It is amazing how consistently diverse their strengths are and how they use them in wildly unique ways to produce unmatched results. One may use their creative power to rebelliously take on a cause while another quietly distinguishes himself as he moves up through the ranks of Apple. I came away with a list of "creative" traits that are expressed in many of these visionaries and some that I see everyday among my fellow employees here at SpaBoom. Enjoy.

My list of creative attributes: Determined, Disruptive, Savvy Communicator, Advocate, Insightful, Use Expertise and Wisdom to See What Others Do Not, Hands On, Empathetic, Atypical, Visionary, Transformative, Sensitive, Able to Unlock Human Potential.

Posted in Creating Customers, General, Strategies, Uncategorized • Comment »