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
The MSpa Oslo series is a perennial bestseller in global markets. With innovative
engineering and premium performance, this completely portable spa line-up is expertly
designed to meet the needs of customers worldwide. [more...]
+ More featured suppliers
COMPANY PROFILES
Templespa
Templespa was founded in 2000 by Liz and Mark Warom, seasoned entrepreneurs with a proven track reco [more...]
Agilysys UK Ltd
Agilysys, Inc. (Nasdaq: AGYS), is a leading
global provider of hospitality software
solutions that [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
Hand and Stone Massage and Facial Spa, the spa business with more than 650 locations across
the US and Canada, has appointed franchise expert Carrie Walsh as CEO as the company plans
to expand.
Synergy – The Retreat Show, the global trade show for retreats, has launched a global research
initiative that will provide insights into the retreat sector from both consumer and industry
perspectives.
The Wellness Tourism Association (WTA) has published a non-regulatory global industry
framework designed to ensure the retreat market offers responsible experiences.
A new survey of UK and international spa practitioners shows that stress, burnout and
wellbeing concerns have caused one in three respondents to consider leaving the industry.
The UK's four Chief Medical Officers have published a refreshed edition of Physical activity
guidelines: UK Chief Medical Officers' report, updating the evidence that underpins the nation's
physical activity recommendations and placing greater emphasis on strength, balance, reducing
sedentary behaviour and, for the first time, supporting people taking weight loss medications.
Anna Bjurstam has left her role as Wellness Pioneer at Six Senses Hotels and Resorts and
launched a new wellness, longevity and “consciousness consultancy” called Wahayla.
Fairmont Cheshire, The Mere, has opened today (10 July) in the Northwest of England
with a
1,715sq m Fairmont Spa that has been designed using a ‘Wellness without Walls’
concept.
Wellness hotels generating less than US$1 million (€932,700, £785,200) – or 10 per cent of
total revenue from wellness and leisure – recorded the strongest RevPAR and TRevPAR growth
in 2025 across categories when compared with 2024, according to the latest Wellness Real
Estate Report by RLA Global, produced in partnership with P and L benchmarking firm HotStats.
The MSpa Oslo series is a perennial bestseller in global markets. With innovative
engineering and premium performance, this completely portable spa line-up is expertly
designed to meet the needs of customers worldwide. [more...]
+ More featured suppliers
COMPANY PROFILES
Templespa Templespa was founded in 2000 by Liz and Mark Warom, seasoned entrepreneurs with a proven track reco [more...]
