How Face to Face Spa uses essential data to grow their revenue
Custom reports are helping the spa brand boost sales of memberships and add-on services.
Customer overview
Meet Face to Face Spa
Jenny Abraham went from specializing in wound care as a registered nurse to creating a science-based facial with cosmetic benefits. Goal-oriented skincare on her mind, she founded Face to Face Spa in 2011. Operating on a membership model, Face to Face prioritizes skin health and results for guests who want more than relaxation and pampering from facials.
The franchise has expanded to nine Texas locations, offering not only medical-grade facials but also a range of skincare treatments like derma and facial filler injections, chemical peels, and microdermabrasion.
The mission
Face to Face Spa wanted to revamp their reporting and achieve business consistency across franchise locations.
Problem
Standard reporting is limited and time-consuming.
With nine franchise locations, creating reports was an administrative burden for Face to Face. That was just the start, though. Tracking gift card and membership redemptions, and calculating royalty payments across centers, was a real chore.
No POS connection across locations
Every Face to Face location was collecting and storing its own point-of-sale information when aestheticians, front desk staff, or spa coordinators sold memberships and add-on services. As a result, the brand didn’t have an overall view of data insights. Their previous system lacked connectedness across franchisees, a critical tool to plan for the brand as a whole.
The absence of a centralized dashboard
With Face to Face leadership using data to set sales targets for team members, they needed an easy way to compare staff sales performance by center and across locations. Compiling this data by hand was the only option – and a time-intensive one.
Solution
How Zenoti saved the day
With Zenoti, Face to Face Spa upgraded to a digital workflow with centralized reporting. The team could easily set data-driven sales targets.
Face to Face Spa uses analytics to boost provider-led sales
Repeat client visits. Membership conversions. Add-on service sales. All three are key indicators of staff performance that Face to Face founder and CEO Jenny Abraham wants tracked. Jenny uses this performance data to showcase business success at monthly meetings with franchisees, and for payroll purposes.
With Zenoti, Face to Face Spa got a centralized dashboard to measure and track these KPIs. Leadership can view reporting by center or for all nine locations combined.
Improved revenue from a customized POS
After transitioning to a single Zenoti-powered POS system, Face to Face leadership has a bird’s-eye view of guest preferences and sales data across all locations. They can spot patterns to refine service offerings and retool sales strategies.
More important, POS data can be broken out by aestheticians, front desk staff, and spa coordinators, giving greater insight into each team member’s performance. Managers can easily identify the superstars, and staff who may need additional training to meet their sales goals.
Performance assessments rooted in data
Face to Face Spa founder and CEO Jenny Abraham appreciates having business data fine-tuned to her needs.
“The Zenoti team was able to generate a report that calculates average sales per client,” says Jenny, “dissected into products, memberships, and upsells for each service provider. This allows us to provide effective performance reviews with accuracy.”
With this insight, management can tailor training programs to encourage greater sales performance from any – and every – provider.
The results
Measurable sales growth and greater productivity
Centralizing operations with Zenoti gave Face to Face a reliable business consistency across all nine spa locations. With a digital dashboard for quick reports, tracking data across centers is now a breeze.
Behind the scenes, just one Zenoti Analytics custom report enables Face to Face Spa to unlock the details of its membership sales growth: The report helps identify and train employees below their targets, fueling an increase in membership sales.
The guest experience at Face to Face also improved with the addition of a mobile app just for customers. Features like booking their own appointments and managing their memberships help customers help themselves.
36 hrs
saved per month with easy custom reports
40%
membership sales growth
Q3 to Q4 2022
224%
increase in add-on services
July – Dec. 2022
“Zenoti allows me to run analytics to improve my revenue streams and better manage my business. I cannot thank you enough!”
Jenny Abraham
Founder & CEO, Face to Face Spa
“My manager would spend 4 hours each month generating reports for each store. We have 9 locations, so Zenoti is saving us 36 hours per month in manual calculations.”
Jenny Abraham
Founder & CEO, Face to Face Spa
“Zenoti saved my team countless hours of administrative work that we can now do with the click of a button.”
Jenny Abraham
Founder & CEO, Face to Face Spa
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