Word of mouth advertising - how powerful is it?

Dear fellow entrepreneurs,

I built my business on word of mouth advertising. It was critical to our growth especially since we are a service provider. Customers came in and had a great experience. They then told their friends. We now differentiate ourselves with our ambience. Our tagline is "Discover our secret".

So part of our secret is to make sure that we tantalize the customer's senses with smell, touch, and taste. When you come into the spa, you smell lavender because we have many sheaths of lavender around the spa (large bushels). When you come in, we shake your hand, introduce ourselves and lead you to the right station in the spa. In terms of taste, we have special cookies and chocolates made by Patisserie Bordeaux and Daniel Le Chocolat Belge which are businesses "just around the corner" from us. These special touches are part of our ambience and if we run out (god forbid), our customers are not very happy so we always make sure that we have them in stock. Lavender tea made by Bayswater Tea Company on West Broadway is where our fruit rooibos tea with lavender buds added is part of the spa experience. Another option is to have a glass of wine by French Rabbit. So you get the picture.

Now these cookies have been with us for FIVE years. We tell everyone where we buy them so just in case you missed it, it was Patisserie Bordeaux....just around the corner. I don't go to Costco, I pay premium prices to support another local business and to also offer a French touch, "les petit fours" which means small cookie in French.

I have been told today that they will not produce anymore cookies for us until December 30th....so we called them and told them that we are a regular customer and we could order more next week to tide us over. We provided solutions but the response we received was "We had the same situation happen last year with you". Now as THE CUSTOMER, not sure why we are being spoken to this way especially in these hard economic times. They did not relent and now we are left with little choice - we must find a new cookie supplier because this customer service is horrendous. We spend $2,000 per year with this supplier and this customer treatment is UNACCEPTABLE.

Like I said, word of mouth advertising is VERY POWERFUL. Be very careful. It can work to your advantage or it can destroy you. Arrogance is not becoming to an individual NOR to a small business.

At Le Petit Spa, we work very hard to maintain our ambience and ensure that it is first rate every day for every customer. We spend time training our staff and talking to them about the importance.

Now I understand we all have bad days and busy times but every customer is important especially those that support you every week. Make sure you take the time to thank your customers every time they come in ESPECIALLY during these busy times.

Cheers!

Nancy
Small Business Owner

New menu/brochure strategy

I am just launching a new menu this week. It's quite a process as you usually need to include other people therefore everyone has their own timeline. It's been three weeks now and I will be picking up my menus from Minuteman Press at 4pm today. Thank you Mike for stepping up to the plate and making it happen in three days!

The first step in this whole process was taking a long look at what was working, what was not working and what's new in our industry. I call this stage RESEARCH. So we reviewed what our competitors were doing, analyzed sales stats to understand what should stay on the menu and asked ourselves some hard questions about what should change or be deleted. Now when I say hard questions, I am speaking about "Just because you love it, it does not mean your customers love it". It's funny how we assume or think we know what is working. And then we look at the stats - numbers never lie. We are lucky to have five years of data now and be able to make strategic decisions from these sales figures.

The second step is ANALYSIS. How much are your services/products costing you and are you making enough money? We have changed suppliers to lower our costs but we are very determined to keep our high level of quality in our service ingredients. Over time, we have been able to renegotiate and attain lower costs due to volume sales. This happens over time and you must ask for it. Your supplier will not usually be the one to bring it up. You need to consider what prices will go up (all or some) and we actually decreased some of our prices as well. Apply your learnings and make it even better!

The third step is DESIGN. We decided not to change the brand image too much so I contacted Cynthia once again from www.greencouchdesigns.com and had an amazing experience! I know Cynthia from my last menu so I sent her an email and not once we did we speak over the phone! I sent her emails with lots of edits as we got closer and closer to final draft.

The fourth step is COORDINATION. Now if you are changing your menu in print, you will have to make changes to your website as well so I had my webmaster to now bring up-to-date and coordinate with. Also, I called the printers and asked for the best price for high quality printing. I dealt with www.minuteman-vancouver.com because the last job was fantastic and the price was fair. This step is painful because you must pay attention to detail as you approve the last draft, ensure the website is correct and all prices are accurate. My last menu had a manicure service at the wrong price. We had 4 people reviewing the last draft and we all missed it. So GO SLOWLY and make sure it is correct. The printing can costs thousands of dollars so take the time and ask others for their perusal. We also had to update our sales systems in house on December 1st which was the chosen day to launch.

The fifth step is TRAINING. You need to take the time and train your staff on the changes and make it clear to them what has changed, what is new and what is gone. We organized two staff meetings especially for front desk to make sure they could explain the new services and reinforce the changes.

The final step will be DISTRIBUTION. I will make sure they are all over the spa today. I am also putting them in goody bags for our annual Ladies who Launch Trunk Show that will be held at Gramercy Grill Restaurant this Sunday.

Phew! It's a lot of work but it must be done to keep your business looking fresh, to be profitable, and to eliminate the waste.

Happy Holidays!

Nancy

Spa Services for a Perfect Valentines Day

Ever noticed how when every thing is perfect…your nails, hair, makeup…outfit, it’s a lot easier to get in the mood?

Looking for a way to get everything perfect this Valentines Day? I know I am!

Waxing (particularly Brazilian), eyelash extensions and facials are on my top priority list to get my confident sex-kitten attitude for Valentines Day, and where else would I go except Le Petit Spa…did you know their Brazilian wax service was talked about on Oprah?

Here’s which services I’m having to get in “perfect shape” for my hot date Valentines Day!:

1. Eyelash Extensions: I’m a natural redhead; mascara has been my best friend since my early teens. To accent my eyes, I’m going for the dramatic look, think “Bambi”…I’ll have heads turning.

2. Double Peeling Glycolic Facial: I’m due for a facial, big time! I need exfoliation and to refine my skin texture so my mineral makeup goes on flawlessly. I love the pure Vitamin C masque that is applied during this facial as well, it’s a wakeup call for both my senses and my skin.

3. Detox Seaweed Body Wrap: My boyfriend absolutely loves when I have body wraps. I come home with the silkiest, most smooth skin you’ll ever feel, plus, I’ve just done something great for my body; I feel my most confident when my whole body is perfectly hydrated and seductively smooth.

4. Last but not least…the Brazilian: It’s a well known fact: When you have less- hair-down-there you’re more confident outside and inside the bedroom. Le Petit Spa boasts that they have the best Brazilian in Vancouver, and being voted in the top three day spas three years in a row, I can’t help but agree!

After all is said and done, I’ll feel and look my absolute best to spend a romantic night with my significant other. And for him? I’ve purchased a Gift Card for a Phytomer Men’s facial which I’m sure he’ll appreciate!

Sign up for Le Petit Spa’s monthly newsletter to be the first to know about in-spa promotions, monthly service promotions and gift with purchases…or email me with your spa service or beauty questions and look for your answer in a future blog!

Le Petit Spa makes giving the gift of relaxation even easier this Valentines Day

Massage Services for Valentines Day

Vancouver Day spa services in a French Country Inspired theme. Lavender and soft candle lit treatment rooms are your sanctuary this Valentines Day, as your Le Petit Spa massage therapist works and smoothes all of your worries away.

Featuring four different kinds of massage treatments, you’ll be sure to find one at Le Petit Spa that will meet your bodies every whim and desired need.

Le Petit Spa’s Full Body Massage

Using the powerful aromatherapy benefits of Lavender, you will enter a world of deep relaxation as your Le Petit Spa massage therapist concentrates on specific areas of your body while determining any areas that require special attention. Available in 60, 75 or 90 minute increments, this massage will leave you feeling completely satisfied and indulged. Massage Gift Certificates available for Valentines Day…

Check out our Gift Certificate promotion for Valentines Day…

Hot Stone Massage

Incorporating warm lava stones into your full body massage stimulates different organs and circulatory systems through heat therapy. Promoting the same results and benefits as a regular full body massage, this 75 minute treatment will leave you feeling warm, rejuvenated and completely pampered. Massage Gift Certificates available for Valentines Day…

Reflexology

Reflexology is a pressure point massage technique that uses a mirror image map of your body to target specific areas of your body. It is thought that each part of your foot represents a particular part of your body. Reflexology promotes detoxification, blood circulation, improved organ and gland function and reduces stress. A professional Reflexology treatment at Le Petit Spa will leave you feeling grounded and balanced with a new found sense of energy. Gift Certificates available for Valentines Day…

Prenatal Massage

A Prenatal Massage at Le Petit Spa is designed specifically for those who are expecting and are in their second or third trimester. Our highly trained massage therapists are aware of all body parts that need special attention due to the extra strain of carrying a baby; the lower back and legs are all paid attention to. Read more on Prenatal Massage at Le Petit Spa…

Gift Certificates are available at Le Petit Spa for Valentines Day with a special promotion for the month of February: When you purchase your Gift Certificate on-line from Le Petit Spa before the 10th of February, you will receive free shipping! Buy Gift Certificates / cards on - line now...

Check out our daily promotions at Le Petit Spa; all delivering the best value in day spa services in Vancouver.

Sign up for our monthly newsletter to be the first to know about monthly service promotions, daily promotions, new product launches and special events. Or email me with your beauty or spa service questions and look for your answer in a future blog!

Shopping for Your Skin

Happy Holidays! It's shopping week as we head from Christmas to the New Year. If you're out shopping and skin care products are on your list, here's information to help you find quality products and not buy into some product lines' empty promises.
Many products promise to rejuvenate and "redensify" the skin and offer immediate results. The reality is that the only way to truly rejuvenate the skin is to stimulate its own regeneration abilities and allow it to repair itself. This can only be done by penetrating deep into the skin and microscopically irritating the skin, which stimulates the skin's defensive systems and causes the skin to repair and renew itself by stimulating cellular turnover. Products that do this are generally lighter, do not feel as rich and luxurious as the creamy products that most people use, and may cause a tingling sensation to the skin.
The key is not to look for an immediate result. Anything that you put topically on your skin that produces immediate improvements will not produce visible, long-term results. Instead look for a complete system that penetrates into the skin and stimulates the skin's own regenerative and reparative mechanisms. You may not see an incredible result instantly, but in the long-term your skin will both look better and be much healthier and age slower. Your skin has not aged and wrinkled overnight and there is no instant fix that you can simply apply to your skin to turn back the clock.
For assistance in finding a skin care system please contact one of our Le Petit Spa estheticians at 604.224.4314. Our spa only skin care lines B. Kamins, MD Formulations and Phytomer will have a skin care system right for your skin type (www.lepetitspa.ca)