Are you brave enough to experience your own business?
Hello my lovely,
What. A. Week.
My son received his official acceptance letter into university in Spain. 🥺💥💪🏽🔥❤️
My daughter leaves next week for India after being selected as one of only 11 students to attend a global Round Square conference: three days of meaningful exchange with over 50 schools around the world and then touring Delhi with her group. I wish I was going with!!!!
And while all of this is happening, today is our financial year end. Normally that would send me into a mild panic, but because of the massive December move and the systems we put in place, we are organised. This stock count feels like it’s going to be... dare I say it... smooth.
And then there’s the Masterclass. The ideas. The implementation. The sharing. This has honestly been the best one yet.
But the biggest lesson of my week didn’t come from any of that.
I was asked to experience a treatment at one of the spas I work with (and yes, they’re in the Masterclass). The goal? To see how we could make it more memorable.
Now let me confess something.
My least favourite things in life:
– Doing my nails
– Colouring my hair
– Having treatments (Unless I’m on holiday. Then treatments are my absolute favourite thing in the world.)
When I’m in work mode, I don’t relax easily. I analyse. I observe. I critique.
But I agreed. And once again I left irritated with myself. Because I don’t do this often enough. And I can bet neither do most of you.
So let me ask you honestly: When last did you experience your own business the way a client does?
From arrival.
To greeting.
To consultation.
To treatment.
To shower.
To departure.
Not the shortcut version. Not the “don’t worry about explaining everything, just do the
treatment” version. If you do that, you are wasting everyone’s time. You must
experience it exactly as a guest would. Otherwise don’t bother.
Here’s what I learned.
The treatment? GLORIOUS. The therapist? Oh my soul. I was so proud of her. Her meaningful conversation needs refinement, but that takes time and confidence. Her client care, her comfort checks, her technical skill? Magnificent.
Afterwards we sat together. First just her and I. Then with the team. We refined the exfoliation procedure to enhance comfort. We adjusted technique.
And then, this is the important part: I discovered maintenance issues in the shower that no report would ever have revealed.
Water pressure.
Hot water consistency.
The hot and cold indicator placed incorrectly on the tap.
Small things. Huge impact.
One treatment session gave us operational correction, maintenance insight, therapist
coaching and service refinement.
Tell me where else you get that ROI?
So here is my suggestion — and I’m almost making this compulsory in your businesses:
- One properly executed mystery guest per month.
- You and your manager each experience one treatment you’ve never had before, every single month.
Done properly. No shortcuts. No stage-managed experiences. No “we’ll fix that later.”
Because if you’re not brave enough to experience your own business honestly...
how can you expect your clients to?
This Week’s Action Step:
Before Friday, schedule one treatment for yourself or your manager to experience in
full, from arrival to departure exactly as a guest would.
Then debrief properly.
And speaking of running your business properly...
This coming week inside the Masterclass, we implement the Daily Basis Analysis: the ONLY tool that allows you to truly run your business in our industry.
Not guess.
Not hope.
Not “feel like” it was a good day.
Know.
If you are serious about control, clarity and confidence in your numbers with growth in mind you need this tool.
Chat next week, big hugs and kisses,
Marisa 🤍
