Franchisor Stories
Nicole Alburger, senior director of franchise development, sat down with Business RadioX®’s Lee Kantor to discuss how Hand & Stone CEO Todd Leff’s forward thinking prepared the brand for the pandemic.
Hand & Stone Massage and Facial Spa, a 475-plus-unit massage and spa franchise, is committed to bringing massages to the middle market and making them more affordable for the masses. Nicole Alburger, the brand’s senior director of franchise development, told Business RadioX® that the company has a goal to revolutionize the way people think about self-care and position it as a necessity rather than a luxury. The spas are conveniently located in strip malls next to coffee shops, restaurants and grocery stores, where customers would likely already be.
Alburger told Business Radio’s Lee Kantor, “We keep that [customer-first approach] in focus in the forefront for our brand. Let's be innovative with all of our offerings, but, you know, keep it convenient and affordable.”
This customer-centric approach is one of the reasons why the franchise survived the global COVID-19 pandemic. Alburger noted that CEO Todd Leff preferred spaces where there could be a sink in every room, making it easy for masseuses to stay as clean as possible when dealing with patients. They also implemented online filing and asked customers to stay in their car until their room was ready.
Listen to the full broadcast here.
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