On a week where we have celebrated the achievements and potential of women worldwide on International Women’s Day, It is an absolute pleasure to chat today with the fabulously inspirational and successful local businesswoman, Kayleigh Purser from Sapphire Spa Solutions.
I got chatting to Kayleigh at the latest Women in Business Evening Tea at The Willow Tree Cheltenham and was just amazed at how much she has achieved and it’s all down to her passion, drive, commitment and pure hard graft!
Hi Kayleigh, please tell me about your company and its history
I trained in holistic and massage therapy back in 2004, focusing in on pain management and rehabilitation at an early stage. Immediately I encountered a problem, as I had not trained as a beauty therapist, getting a job was almost impossible. I bounced around from different agencies, salons and spa for years, being overworked and feeling underappreciated and underpaid for years until I finally got the guts to go solo. I set up and ran Kayleigh Purser Therapies as a solo massage and holistic therapies practice, taking the occasional spa shift as and when I was needed. After a short amount of time I realised that the demand for spa agency cover was more than I could manage alone and I started to sub contract to other therapists. Within less than two years we were so buy that I made the decision to separate the spa cover agency from my personal work and Sapphire Spa Solutions was born. A temporary spa recruitment agency with the specific goal of making therapists feel appreciated, getting them the pay that such a demanding job deserves and making sure that they are not over worked to the point of injury and god forbid the end of their career.
Why is good customer service important?
Good customer service in this business is absolutely essential. This company’s main goal may be to improve the working conditions for spa therapists but it is also about building strong relationships with the spas themselves to ensure that the spa guest’s needs are not just being met but their expectations are exceeded. We pride ourselves on our reliability and professionalism and without impeccable customer service we just wouldn’t be considered the ‘go to’ spa agency.
How would you rate the quality of customer service you deliver and why?
I consider our customer service to be a 10 out of 10. We are constantly trying to improve the experience of both spas trying to book therapists but also spa guests receiving treatments. It is very important to me that we are reachable seven days a week as we know our spas busiest periods are over the weekends and they could need our support at anytime.
How do you deal with any complaints?
Whether the complaint is made by a spa against the conduct of a therapist or if the complaint is from a therapist unhappy with the conduct of a spa. Any complaints are dealt with fairly, quickly and wherever possible in writing. It is important that as the owner of the business, I take responsibility for the actions of any therapist working under my business name but also that I protect the needs and rights of any therapist working under my business name at all times.
How do you encourage customer loyalty?
I believe in the personal approach. In this business the customer is of course the spa managers, however anyone working in the industry knows that the person who will be contacting you the most is the receptionist and this is who you need to have the best relationship with. You need to position yourself as the most reliable person for them to speak to and the one who is going to make their job easier and solve their staffing problems as quickly, efficiently and stress free as possible.
Why should people choose you as a company?
My main job is stress reduction. Whether that is by delivering the most relaxing facial or massage treatment that I am capable of or by solving a staffing issue as soon as possible for a over stressed spa receptionist or manager. My priority is making your life easier and better. You should be choosing my company because we are committed to your health.
Where can people find you?
We are still in the process of rebranding as Sapphire Spa Solutions (due for completion in April 2018) and you will be able to find us at www.sapphirespasolutions.com
Alternatively you can look us up on Facebook under Kayleigh Purser Therapies https://www.facebook.com/KayleighPurserTherapies
Many thanks to Kayleigh for chatting to me today as my Saturday Spotlight guest! I certainly could do with a bit of stress reduction so a massage or facial or both, it all sounds just fabulous to me!
If you would like your company to be featured in a future Saturday Spotlight, please contact me via my Work With Me page.
Lady Janey x