Looking from the outside in, a spa can seem like a haven of perfect peace, restoration, and tranquility. However, for the owners and operators of these businesses, the day-to-day reality can look a little different.
Spa owners and managers fulfill many different roles throughout the day—HR managers, calendar coordinators, financial analysts, trend forecasters, and often, emotional support systems for both the customers and the therapists who work so hard to provide for them.
Despite the illusion of a seamlessly tranquil sanctuary, at the end of the day, a spa is a business, and the people who keep them running work hard not only to remain competitive within the greater industry but also to stand out among the crowd as truly exceptional, all the while delivering an incredibly personalized and sensitive service to the world.
So, what does running a spa look like behind the curtain of soft music, scented candles, and serenity? These are the most common challenges every spa owner faces, often on a daily basis.
Unexpected Emotional Labor
The expectation for spa owners to be switched “on” throughout service is high. Clients who come in for treatments often experience some form of burnout or seek comfort, relaxation, or escape from the pressures of everyday life.
As much as spas are designed to facilitate these exact needs, clients may sometimes cross emotional boundaries, even when they don’t intend to. They may feel so at peace within the carefully curated environment that they vent or cry to release all the pent-up tension they’ve been holding on to. While this is not strictly in an owner’s job description, they’ll likely feel obligated to provide unexpected and free emotional labor.
The same may happen with therapists when they’re having a bad day, under stress, or experiencing unhappiness in any area of their lives.
Maintaining A Harmonious Workplace Culture
Spas are energetically sensitive environments. If there’s tension between your therapists or other employees, clients can pick up on it, which may negatively impact their experience.
After all, they come for relaxation, so picking up bad attitudes or petty disputes can lead to brand-damaging reviews and lost business. Maintaining a harmonious workplace environment is absolutely crucial for any spa owner, but it’s much easier said than done.
Even the most qualified and talented therapists are not impervious to the odd internal conflict or exhaustion-induced snappy moment. However, by creating a culture of clear communication and healthy work-life balance, owners can help mitigate these natural human moments as much as possible.
Keeping Up With Constantly Shifting Wellness Trends
Trends move fast, but operations do not. Deciding whether to invest in a new product or machine takes a lot of time, money, and research, so trying to accommodate every new wellness trend that pops up on Instagram is a near futile exercise.
Plus, incorporating new spa equipment or services requires extensive training that requires even more time and financial investment. The good news is that just as fast as wellness trends arrive, they tend to leave, so spa owners should not worry about adopting every single one. Only those that offer longevity, are profitable, and suit the spa’s core focus are worthwhile investing in.
Tight Budgets Versus Sustainability Standards
All business owners feel the balancing act between staying committed to environmental sustainability and business profitability, but spa owners may feel the pinch more than average.
This is due to several reasons.
Firstly, eco-friendly products cost more. So, while they may align more closely with a spa’s brand values and business identity, they can alienate customers who can’t afford them.
Secondly, energy and water consumption tend to be high, making it hard to minimize environmental footprints. Thirdly, with hygiene being such a high priority in a spa or salon, resisting the urge to use single-use packaging can be difficult. They may be cheaper and more hygienic, but they are much harsher on the environment than eco-friendly reusable products.
Last-Minute Cancellations And No-Shows
Last-minute cancellations and no-shows are among the spa industry’s silent killers. Not only are they disappointing for therapists, but they can also cause major disruption to carefully laid-out schedules, making it much harder to forecast staffing for future bookings.
Cancellations also have an obvious effect on the financial aspects of owning a spa. They skew performance metrics, lower each room’s daily revenue, and waste time, leading to idleness or demotivation. While these changes are not always someone’s fault, they can be one of the most frustrating parts of running a business.
Implementing strategies like clear cancellation policies, requiring deposits, and sending automated appointment reminders can be effective ways to mitigate these challenges and reduce no-shows. These measures reduce the frequency of forgotten or canceled appointments and communicate the value of the therapists’ time and services offered. This establishes a culture of respect and commitment among clients and keeps morale up, too.
Therapist Burnout
Considering the high pressures and expectations of working in the wellness industry, it can feel ironic that the very people who provide spa services are often in need of them themselves.
It’s important for spa owners to take precautions to avoid employee burnout and be prepared when it seeps through the cracks. Due to the nature of the business, both physical and emotional burnout are a reality. The former is specifically for masseurs and other therapists who often endure long hours of intensive physical labor, while the latter can apply to anyone, especially as everyone is under constant pressure to deliver flawless service to clients.
Owners can take steps to prevent burnout by encouraging their therapists to set boundaries between their personal and professional lives, ensure they get enough rest and time off, streamline scheduling operations to reduce stress, and promote open communication within the workplace.
Overcoming Obstacles For Long-Term Success
With the right set up, spa ownership is extremely rewarding, but there’s no denying it can be very demanding, too. Being profitable while purpose-driven, client-centric while employee-supportive, and keeping up with rapidly evolving technology is part of what makes the wellness industry challenging yet fulfilling. By tackling these challenges head-on, owners can build a business that thrives in every way.
