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Spa Owner Focuses on Client Retention With Family Feel

By: Cathy Christensen
Posted: August 23, 2010, from the September 2010 issue of Skin Inc. magazine.
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In regard to Remedy’s retail success, Bishop credits her team members, who love to purchase products for themselves and give recommendations about their favorites. “They are really well-educated about the skin care lines we provide, and we pay for them to attend both product and continuing education. We also supply prizes for whoever sells the most, and do a lot of role-playing with one another, which helps with their retailing skills,” she states.

Another secret of her success is constant change. “If clients are coming in for a manicure every four weeks, they don’t want to have the same lotions applied every time. We always have really cool specials. A spa has to have something different that makes it unique in order to appeal to clients,” Bishop stresses. Along with this client focus, the spa and its owner have also won several awards to help increase the business’s appeal. In 2009, Bishop was named Best Esthetician and Remedy was named the spa with the Best Manicure/Pedicure in a contest voted on by the public via The Coast, a Halifax-based newspaper and website.

Above everything else, Bishop credits her success with being present and highly visible in her business. “I’m on the floor every day ensuring client satisfaction,” she explains. “People like to know who they are supporting. It gives the spa a family business kind of feel.”