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dayspamagazine.com | OCTOBER 2014 95 a detail-oriented hospitality pro would think of, such as, "If they offer tea in the relaxation lounge, are there also napkins? Is there a place to put your tea bag? Is there a stirrer? It's these little details that matter and that's what we look for," says InSPAration Manage- ment's Soukup. Mystery shopping service com- panies are prepared to customize checklists for each spa before they send out their shopper. "For in- stance, before including a question like, 'Did the therapist ask about your comfort level too often or too infrequently?' we will ask the spa how many times the therapists are supposed to ask about comfort level, and go in knowing that num- ber in advance," Coyle says. "We're very specifi c." WHEN THE SECRET IS OUT Once that secret shopper report comes in, it's go time! First, the owner reviews the results with her management team. If an issue has come up concerning a therapist or department, a one-on-one review takes place to go over the report, get the relevant staff member's side of the story and discuss conclu- sions. Depending on the situation, this creates an opportunity for re- training and growth—or an imper- ative for dismissal. Rattigan had to let someone go after a secret shop- per was able to confi rm her sus- picions that a lash technician was "having unprofessional conversa- tions with her clients about her boyfriend, sex and generally inap- propriate things," she says. Firing someone as a result of a report, however, appears to be a rare thing. "No one here has ever been fi red over a negative shopper review, but we have been able to fi ne-tune people's performances or just improve overall operations," says Owen. "One secret shopper noted that voices in the spa were too loud, so we lowered our light- ing because when it's darker peo- ple tend to be quieter. It worked." Franks recalls a spa that was running a special for an occasion, and had asked its staff to promote it at checkout. "The owners found, through the report, that their staff was not in fact drawing guests' attention to the promotion. Man- agers were able to quickly rem- edy this by adding a 'script' to the checkout process to ensure that the offer was given due attention. This enabled them to increase fu- ture sales," she says. Carrie Borzillo is a freelance journalist and author in Los Angeles. dayspamagazine.com/freeinfo • Use FreeInfo #46 www.apothederm.com Where Science Meets Beauty TM Patented SmartPeptide technology Clinically proven results Consumer solutions for anti-aging, brightening, blemishes, stretch marks Business builder program Updated packaging TM Email info@apothederm.com or call 877-496-0038 to learn more about wholesale opportunities.