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82 DAYSPA | APRIL 2014 and hired a lawyer, threatening to sue. The landlord relented and dismissed the unpaid rent that had ac- cumulated (a whopping $19,000 a month). In addi- tion, Carr received a loan from family members to help rebuild the spa. During this transitional time, staff members survived on unemployment. "Everybody really pulled together," recalls Carr. "Some staff even came in and worked the retail area on their days off for free! I'm standing here today because of them." By November 2011, just three months after Hurricane Irene, the combined ef- forts had paid off and Metropolis was able to move back to its original location. BETTER WEATHER AHEAD Although still in a state of recovery, Metropolis is on an upward swing, with a high-energy salon on the fi rst fl oor and a serene spa on the lower level. Carr esti- mates that her business is back to its pre-fl ood status, and she's keen to maximize its ongoing success by col- laborating with her consultant on marketing strategies and staff incentives. Daily meetings keep client out- reach efforts fresh, while spa technicians, stylists and nail technicians are trained in reaching sales, retail and booking goals. Even front desk staff has a group goal for retail: when they hit those goals, they're treated to a spa service, which also helps instill enthusiasm when they talk up the treatments to guests. Monthly meetings (which Carr calls "informa- tion celebrations") for all staff members allow them to review the numbers and be rewarded accordingly. Though they make commission for retail, Carr laughs that they get even more excited about her "grab bag" (full of gift cards or products) that they can pick from whenever they meet goals. "We're in a feel-good business, so if the staff is happy, the cli- ents are happy," says Carr. "When you keep employees happy, they're going to go the extra mile for you." The hard times have made Carr a more cautious busi- nesswoman. The spa now sports mold-resistant cork fl ooring in case of another fl ood. Carr has also invested in a portable generator, and keeps her eyes peeled for structural issues that may lead to larger—and more costly—issues. "Many spa owners aren't aware of the importance of the little details until it's too late," she notes. "Now, we're insured for all eventualities, and we watch everything, right down to the drains!" To boost business further, Metropolis' retail space has been revamped into a chic boutique selling every- thing from hair accessories and blow dryers to candles and jewelry. Despite decades' worth of trials, Carr has made it clear that her dedication to serving the Garden State won't end any time soon. "I've faced a lot of adver- sity in the last eight years, but I feel grateful to have come out of it feeling I can contribute to a different path in life," she concludes. "If you stay focused on your employees, clients and products, you can't not be successful." Tracy Morin is a freelance writer and editor based in Oxford, MS. Couples' services and other body treatments round out Metropolis' offerings. METROPOLIS SPA SALON Website: metropolisspasalon.com Opened: 1994 Owner: Theresa Carr Size: 5,425 square feet Facility: 8 treatment rooms; men and women's locker rooms; hair salon; spray tan room; manicure/ pedicure room Staff: 5 estheticians; 18 stylists; 15 front desk employees; 5 massage therapists; 7 assistants; 3 nail technicians; 12 housekeeping staff Most popular treatment: Circ-Cell Density Building Facial (55 min./$225) Average spa service ticket: $95 Product lines used/retailed: Chocolate Sun; Circ-Cell; Clarisonic; Elemental Herbology; Jane Iredale—THE SKIN CARE MAKEUP; Kneipp; Malin + Goetz; NuFACE; SkinCeuticals © EVAN DIPAOLA P r o f i l e 4 1 4 . i n d d 8 2 Profile 414.indd 82 3 / 7 / 1 4 9 : 4 6 A M 3/7/14 9:46 AM