Background
Tracy Morris is the owner of Therapeutic Massage and Wellness LLC, located in LaPlata, MD. Founded in 2016, her business offers a wide range of services, including massage therapy, facial treatments, cleanses, and spa packages.
With a dedicated team of massage therapists and an aesthetician, Tracy’s wellness spa focuses on helping clients alleviate pain, increase mobility, and feel better from the inside out.
While things seemed to be going well on the surface, the reality was that Tracy’s business had plateaued, and was also causing her to work continuously to keep things running smoothly.
The Big Achievements
The Core Problems
Before working with us, Tracy faced several significant challenges that were impeding both her personal well-being and the growth of her business:
Working Non-Stop & Facing Burnout
Tracy was working 10-12 hours a day, shouldering the responsibility for every aspect of the business on her own. From administrative tasks and client communication to service delivery and business development, Tracy had no time to delegate or step back, leaving her perpetually overworked.
Poor Client Communication & Missed Appointment Opportunities
The business struggled with maintaining consistent client communication and delivering quality customer service due to the absence of dedicated administrative support. This gap often led to missed appointments, delayed responses, and a less-than-optimal client experience, further stressing Tracy and affecting client retention.
Plateaued Growth
Despite her relentless hard work and dedication, the business growth was stagnant. Tracy was caught in a cycle of exhaustion and overwhelm, unable to find the time or energy to strategize for future growth or innovate her services. This left her feeling stuck and unsure of how to move forward, with no clear path to achieving the thriving business she envisioned.
The Solutions, Strategies and Changes
1) Strategic Planning
We introduced regular strategic planning sessions to help Tracy set clear, achievable goals for her business. These sessions included setting a long-term vision, short term quarterly goals, identifying key performance indicators (KPIs), and creating actionable plans to reach her objectives.
By having a clear roadmap, Tracy could make informed decisions and prioritize tasks that aligned with her growth strategy.
2) Streamlined Business Operations
Business operations were streamlined, creating more efficient workflows and reducing administrative burdens. This restructuring allowed Tracy to focus on strategic growth and creative endeavors, rather than getting bogged down in day-to-day tasks.
With clear systems and procedures in place, her team was able to work more autonomously and consistently, with better performance.
3) High Level Delegation
To further enhance efficiency, we worked together to delegate non-core and non-CEO level tasks, such as laundry services and many administrative roles.This move significantly freed up Tracy’s time, allowing her to shift her focus from day-to-day operations to strategic business growth.
For example, her new receptionists now schedule appointment scheduling, client communications, and front-desk duties, improving the overall client experience.Tracey now spends more of her time focusing on what will grow the business, and achieving the long term vision.
4) Consistent Internal Marketing
We implemented a strategy of regular email communication with clients to improve engagement and booking rates. This included sending out newsletters, promotional offers, appointment reminders, and personalized messages.
Enhanced communication helped maintain a strong connection with clients, encouraged repeat bookings, and increased overall client satisfaction.
The Final Results
These changes collectively transformed Tracy’s business, improving operational efficiency, enhancing client satisfaction, and paving the way for sustained growth and success.
Revenue Growth: Tracy experienced a remarkable increase in revenue, with total earnings growing by over $150,000.
Client Growth: The client database saw substantial growth, expanding from 1,500 to 2,600 clients. This increase reflected the enhanced client acquisition and retention strategies implemented during the coaching process, contributing to a more robust and loyal customer base.
Team Expansion: The number of massage therapists on Tracy’s team doubled, allowing her to offer more appointment slots, thereby increasing revenue potential and client satisfaction.
Improved Customer Service: Customer service improved significantly with the addition of dedicated receptionists. These new team members ensured timely and professional communication with clients, managed appointments efficiently, and provided a friendly, welcoming atmosphere.
Opening a New Office: Tracy was able to open a new office to accommodate the increasing number of clients. This expansion was a key milestone in Tracy’s growth journey, demonstrating her business’s capability to scale successfully.
A Real Vacation: Perhaps the biggest win of all, Tracy finally got to take a vacation for the first time in years, without having to worry about checking her phone, tending to the business, or worrying about things falling apart in her absence.
She was able to spend 5 weeks abroad visiting family in the UK with the confidence that the business was going to run itself.
Tracy’s Advice For Others
Tracy’s advice for other business owners:
“Get help and find a good coach. Don’t try to do everything on your own. Collaborate with others and focus on what you do best. My business wouldn’t be where it is today without the guidance of a coach. They can provide valuable support, listen to your needs, and tailor their advice specifically to your industry.”
Closing Remarks
In just over a year, Tracy Morris transformed her business with the help of strategic coaching. By delegating tasks, improving customer service, and expanding her team, Tracy not only increased revenue but also achieved a better work-life balance.
Her dedication to client care and continuous improvement has positioned her and her business for sustained success.
Ready To Scale Your Business?
Want to increase your revenue, grow your team, and make your business less dependent on you? Schedule your no-cost, no-obligation strategy call to help map out the plan for your business. Or, take the first step in scaling and learn more about our Scaling Intensive.
