JAN 2016

DAYSPA is the business resource for spa & wellness professionals! Each issue covers the latest in skin care, spa treatments, wellness services and management strategies.

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76 DAYSPA | JANUARY 2016 BUILDING BLOCKS The star: FarmHouse Fresh One Fine Day Shea Sugar Flawless Face Polish The spa: Vir Tú Spa at Virtua Health & Wellness Centers, Sewell and Moorestown, New Jersey Why it fl ies off the shelves: "This sweet-smelling scrub is so versatile—our guests appreciate that it can be used on their face and all over their body," explains assistant general manager Aleshia Regan. "Shea butter makes the scrub's consistency much less messy, so it's easier for us to work with, and also ensures that the formula isn't too harsh or rough on our clients' skin. Plus, just a little bit of this creamy product goes a long way." How it's promoted: "We have several service enhancements that incorporate One Fine Day, ranging from our Sole Release foot scrub to our Back in Action back treatment," says Regan. "We even use the scrub as a lip exfoliator—people always tell us how great it tastes and smells! When a guest is checking out, we'll place a jar of the scrub on the counter and let them know their therapist or esthetician has recommended it. Because the formula is gentle enough to be used on every part of the body and has a $25 price point, it's an incredibly easy add-on sale!" ALESHIA REGAN Retail Rockstar Being charged with processing fees by credit card companies is simply the reality of owning a business in this day and age. But paying an additional 1%-3% to a middleman merchant service provider on every transaction, argues Suneera Madhani, shouldn't be a given. That's the premise behind Madhani's Fattmerchant (, a subscription-based credit card processing service she founded in 2014. "What's happening in the credit card industry is that there hasn't been transparency about transaction fees. All of the banks kept adding higher and higher fee percentages, and I began to realize how unfair this was for smaller merchants," she explains. Madhani emphasizes that Fattmerchant charges no ancillary fees and applies 0% markup. Instead, the processor offers several monthly service plans, which range from $69 to $99 and include equipment and POS system integration. For every transaction, the business owner is charged the interchange fees (which are determined annually by each credit card company) plus either 8, 15 or 25 cents, depending on the selected monthly plan. Whether a customer is paying $10 for a brow waxing or $550 for a large retail purchase and full day at the spa, Fattmerchant's transaction fee is the same. The service is contract-free and month-to-month, and boasts a helpful customer service line so that, says Madhani, there's "always a voice on the phone. Our team members are total rock stars—we make sure to take care of anything a customer needs." Painless Processing The pro: Mona Perschon, spa director, The Spa at Laguna Cliffs, Laguna Cliffs Marriott Resort, Dana Point, California Her tools: 1. Build a dream team. "As a spa director, one of my most important functions is to recruit and grow my team—having a high-performing group of employees is crucial to running a prosperous business," says Perschon. "You can have the most beautiful spa and salon but if you don't have a stellar team working for you, true success isn't attainable." 2. Train by example. "I'm a massage therapist, and I always make an effort to teach from my own experience," notes the spa director. "I conduct training with the mindset of setting targets and expectations. We create role-playing exercises to teach team members how to talk through everything from selling products to converting one-time clients into regular customers." 3. Recognize and reward. "Our spa and hotel has a team recognition program that I utilize," she explains. "I regularly give out certifi cates of recognition to my staff in fi ve categories: Most Professional, Highest Retention, Top Achievers, Key Players and Best Team Player. Plus, every time an employee is rewarded, $5 is put into their 'Star Bucks Bank', which can be accrued and cashed out for gift cards. These programs are a great way to motivate and honor my team!" PRO TOOLS M ONA PERSCHO N

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