April 2017 | Business View Magazine

136 137 will help them train their employ- ees on how to sell memberships, products, gift cards, etc. Ongoing, we’re on a conference call every week for a minimum of one hour; every quarter someone is in the business evaluating the operation and providing feedback. So, it’s re- ally ongoing; the relationship nev- er ends as far as the service from Hand & Stone to the franchisee.” Regarding the company’s re- lationship with its consumers, McQuillan says that, even early on, Marco had a vision of offering facials, hair removal, waxing ser- vices, and multiple skin care prod- uct lines in addition to its massage services. Leff says that Hand & Stone launched those services in 2010 and, by 2016, they represent- ed over 28 percent of the compa- ny’s annual revenue, comprising the fastest growing segment of the business. “That’s the area in which we continue to launch new ser- vices,” he explains. “In the last sev- eral months, we’ve launched LED photo skin therapy services which have really taken off, and we’re launching a micro-current skin therapy. These are consistent with our philosophy of taking services that were once exclusively target- Hand & Stone Massage and Facial Spa ed to the rich and famous and bringing them to the middle market at a price point that works for that consumer, and at locations that are convenient. A year ago, you could only get these two new services at a high-end spa in Hollywood and now, we’re bringing them to the middle market on a broad scale across 315 locations.” “If you look at our competition,” says McQuillan, “a lot of them don’t offer anything beyond the massage service. Some do, but we’re the only spa expe- rience in a franchise type of level that offers facials, hair removal, waxing ser- vices, and two of the best product lines