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How much revenue are you losing by turning away customers? Probably more than you think You know the pain: you can’t accommodate people for any number of reasons – the client requested a specific therapist or gender that you don’t have available, or all the hot stones are booked – so you have to turn them away.
Then what happens? Roger Sholanki, CEO of Book4Time says, “An average spa loses about 15 per cent of a day’s business from turning away clients. Out of 100 appointments a day, that’s 15 appointments at $150 (£123, €140) on average.”
If you’re open year-round and closed only for Christmas and New Year’s, that’s a total revenue loss of $816,750 (£670,000, €770,000).
“A regular will probably call back,” says Sholanki, “but several studies have shown that first-time potential customers who are turned away will never call back, and that’s where you will lose the most – possibly to a local competitor.”
Current methods for dealing with this problem are ineffective: busy staff try to take notes and/or manually log the reasons for turning away customers, then management uses these logs to try to make changes to staff scheduling or facilities. This process is cumbersome and relies heavily on trial and error, leaving high potential for failure.
Imagine simplifying this process and recapturing that lost revenue.
Book4Time makes it easy to optimise your scheduling and facilities to accommodate as much business as possible in two easy steps.
1. Collect the data Book4Time’s turn-away tracking removes the guesswork by automatically logging the reasons for every turn away. The system then creates an analytics report where managers can see exactly what’s happening.
2. Optimise Knowledge is power. Once you know why you’re turning people away, you can optimise your scheduling and facilities to accommodate the clients you’re currently losing.
Sholanki says, “With Turn-Away tracking, spas know exactly how much facial or massage business they lost last month, for example, and the system will quantify that in dollars based on services requested. So when creating your schedules, you can staff more facialists or male massage therapists, and fill that demand.”
It really is that simple.
Book4Time makes maximising your revenue a simple and painless process. You’ll never have to guess again.
For more information visit www.book4time.com
Read more from this issue of Spa Business magazine
Wellness communities: Europe
Part 2 of our series explores some of
the most exciting European wellness
communities in development
Promotional feature: Babor
CEO Michael Schummert explains how the
company’s expertise in results-driven treatments makes its precision
‘Made in Germany’ products more relevant than ever before
In a world where imbalance often accumulates quietly, Wildsmith unveils its newest
wellbeing innovation: Silent Loads, an approach designed to meet the needs of modern spa
guests with precision and depth. [more...]
+ More featured suppliers
COMPANY PROFILES
Aromatherapy Associates
Aromatherapy Associates is a world-leading British wellness brand, harnessing the power of essential [more...]
How much revenue are you losing by turning away customers? Probably more than you think You know the pain: you can’t accommodate people for any number of reasons – the client requested a specific therapist or gender that you don’t have available, or all the hot stones are booked – so you have to turn them away.
Then what happens? Roger Sholanki, CEO of Book4Time says, “An average spa loses about 15 per cent of a day’s business from turning away clients. Out of 100 appointments a day, that’s 15 appointments at $150 (£123, €140) on average.”
If you’re open year-round and closed only for Christmas and New Year’s, that’s a total revenue loss of $816,750 (£670,000, €770,000).
“A regular will probably call back,” says Sholanki, “but several studies have shown that first-time potential customers who are turned away will never call back, and that’s where you will lose the most – possibly to a local competitor.”
Current methods for dealing with this problem are ineffective: busy staff try to take notes and/or manually log the reasons for turning away customers, then management uses these logs to try to make changes to staff scheduling or facilities. This process is cumbersome and relies heavily on trial and error, leaving high potential for failure.
Imagine simplifying this process and recapturing that lost revenue.
Book4Time makes it easy to optimise your scheduling and facilities to accommodate as much business as possible in two easy steps.
1. Collect the data Book4Time’s turn-away tracking removes the guesswork by automatically logging the reasons for every turn away. The system then creates an analytics report where managers can see exactly what’s happening.
2. Optimise Knowledge is power. Once you know why you’re turning people away, you can optimise your scheduling and facilities to accommodate the clients you’re currently losing.
Sholanki says, “With Turn-Away tracking, spas know exactly how much facial or massage business they lost last month, for example, and the system will quantify that in dollars based on services requested. So when creating your schedules, you can staff more facialists or male massage therapists, and fill that demand.”
It really is that simple.
Book4Time makes maximising your revenue a simple and painless process. You’ll never have to guess again.
For more information visit www.book4time.com
Read more from this issue of Spa Business magazine
Wellness communities: Europe
Part 2 of our series explores some of
the most exciting European wellness
communities in development
Promotional feature: Babor
CEO Michael Schummert explains how the
company’s expertise in results-driven treatments makes its precision
‘Made in Germany’ products more relevant than ever before
A recent survey by the UK Spa Association (UKSA) into the industry’s approach to cancer care
has revealed that almost half of participating respondents (46 per cent) are unaware that
cancer is a disability and guests with a cancer diagnosis must be given
Mexican operator, Solmar Hotels and Resorts, is hosting a series of events in celebration of
Global Wellness Day, including a Temazcal ceremony at its Playa Grande Resort and Spa in Los
Cabos.
Mandarin Oriental has announced a standalone residence brand, Mansions, which will debut at
Emirates Palace, Mandarin Oriental Mansions, Abu Dhabi, in 2029.
Four Seasons Resort The Nam Hai in Hoi An, Vietnam, has put together a Global Wellness Day
(GWD) agenda with activations rooted in nature and shaped by four pillars of Joy – in
alignment with the day’s theme #JoyMagenta.
The Global Wellness Summit (GWS) will celebrate its 20th anniversary at the 2026 event in
Phuket, Thailand, later this year with the theme: The Science, Art and Soul of Wellness.
Auko, an all-inclusive development, is opening in Phong Nha in Vietnam in Q3 2026, with a
series of 30 tented eco-lodges and wellness hospitality operations by Lumina Wellbeing.
Therme Manchester’s 28-acre development, which will include interconnected glass pavilions
that measure 65,000sq m, will be the largest bathing and wellbeing attraction in the world once
complete, according to prof David Russell, CEO of Therme UK.
Naples Beach Club, a Four Seasons Resort, has opened a 2,800sq m spa called The Sanctuary,
with the design and concept inspired by the Native American people that populated Florida’s
Southwest coast – the Calusa.
Swire Hotels’ luxury hospitality brand Upper House has revealed it will roll out its two-day
House of Healing retreats at its three hotels in Hong Kong, Chengdu and Shanghai.
In a world where imbalance often accumulates quietly, Wildsmith unveils its newest
wellbeing innovation: Silent Loads, an approach designed to meet the needs of modern spa
guests with precision and depth. [more...]
+ More featured suppliers
COMPANY PROFILES
Aromatherapy Associates Aromatherapy Associates is a world-leading British wellness brand, harnessing the power of essential [more...]
