Day in the life Time to relax
Charlie Thompson is the operations director and founder at The Massage Company. Here, he describes a typical day as the head of the spa franchise…
Charlie Thompson, far right, with Elliot Walker, founder and commercial director, and John Holman director of training
6.30am
Being a morning person, I grab this time and spend it on our social media for the day ahead, making exciting and relevant posts to fi t into the local events, the national news, or even just the weather. Gathering a community interested in The Massage Company takes time but I gain great insights into what makes people engage and buy from us on social media. Customers like to see honest and quick responses and as an owner I know I can give both. A cup of coff ee and breakfast with my children follows swiftly; I’m always keen to try and balance home and work.
7.30am
I love looking at the day ahead, cross- checking opportunities for growing our membership and, if I am not in early, sending the team a short email with my thoughts on the day and follow-up work I have identifi ed for them beyond their normal sales work.
I always take special note of the red ‘N’ in the booking notes, which tells me it is a new customer and a potential new member. There is a healthy number of new customers booked in today, fi tting in neatly alongside our regular members coming for their monthly massages. It’s been truly amazing to see how The Massage Company has become part of a better and
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BusinessFranchise.com | April 2017
more balanced lifestyle for the hundreds of members now signed up.
10.00am
I have a short meeting with an online blogger, we gave her a free deep-tissue massage and, in return, she’ll share the review across her 20,000 online followers. She loved the hot stone upgrade and not only promised to write a Facebook review, but also decided to join our membership!
11.15am We have a member with a serious injury in today but its been amazing to see his steady recovery and he has even recommended it to his wife who is now coming in for a maternity massage next week. He gifted her one of his membership massages to her – nice touch!
1.30pm It’s the Direct Debit deadline so if we can add in more new members today it increases the cashfl ow. Some initial administration is needed, so I complete this, check our social media again, reply to online comments, and cover the reception for the lunch break.
3.00pm We had a lovely couple in today, young and wanting to de-stress from their jobs.
Both have joined as full members for 12 months which is not only great for recurring revenue, but also gives them the best price, too.
The blogger’s online review comes in on Facebook and then another review comes in via Tripadvisor from a customer at the weekend. Both are fi ve-star reviews so it’s going to cost me a bottle of wine to reward the therapist who has been mentioned! It’s so important to give the team feedback on their work.
6.30pm A great feeling to process the Direct Debit payment run and know revenue is guaranteed for the next month. It turns out that our 8pm customer who arrived in after work with a sore back signed up for membership, so that’s four new members today!
7.30pm My fi nal job is to look at tomorrow’s booking schedule. The team still have some gaps to fi ll, so I ensure the diary is optimised to allow our overnight online bookings to come in for tomorrow and to maximise our therapist utilisation. Six spaces left – but they will all be gone by lunchtime!
elliot@massagecompany.co.uk
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