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“So one thing that we do is we acknowledge our therapists when they get a great review. If a therapist is mentioned directly in a positive review, Sara uses that to honor and reward that employee for work well done. That support extends to the reviews garnered by Nola Bliss. She’s clear though that in addition to hiring a diverse staff, she hires the very best in the business, and then supports them further with training and opportunities to learn. And we really try to express that it is a welcoming and comfortable environment and we see people of all backgrounds, of all sexual orientations, genders.” So we still get questions sometimes from gay and lesbian couples to make sure that we’re welcoming and to make sure that that’s okay. “You know, we are in the south, and we do a lot of couples massages. We really create an environment that is inclusive to everybody, as far as clients as well, so they feel comfortable,” Sara said. “It’s also important for us to have a team that reflects the city we live in, whether that is race, sexual orientation, or religion. So they will hopefully be respectful of me.”įor Sara, running a business in New Orleans means her staff should be just as diverse and vibrant as the city in which they live. They’re not just oblivious to the concerns of their other clients. I was like, you know what? They’re thoughtful. And so a massage salon like this that really is woman owned, caters to minorities. “We need to support those smaller minority owned businesses, whether they’re women or people of color or just minorities in some other way. My family is of Indian descent, and my parents immigrated here over 55 years ago,” Swati said. They may seem like the latest buzzwords in business practice, but they really mean something, and customers are paying attention. So I think just from looking on Yelp, I found it,” Swati said.Īnother non-negotiable business practice for Swati was clear diversity and inclusion. I think I read it was a woman-owned place, and it was LGBQT friendly, and I’m all for supporting women-owned places. So I was trying to find some place that I felt was safe, following COVID precautions. “During the pandemic, I really needed massages. noticed that attention to client needs immediately, from the moment she walked in the door and was reassured the business was practicing safe COVID protocols, something that was on her list of “must haves” when looking for a new massage therapist. And they really get to talk with the client and find out what’s going on, where sometimes if you don’t have the time, you just can’t do that.” First of all, have the time with the client and feel empowered to really tailor that massage. They have 30-minute gaps between each client, which we have learned over time, really allows them the opportunity to connect with their clients. “We really create an environment for the therapists to do their best work. But that excellent customer service has to extend past the door, and for Sara, that means making more room in her therapists’ schedules, which goes against the practices of most massage businesses. And it’s also very simple-it is very user-friendly.”īy using an intuitive booking engine, Sara has won a lot of her clients over before they’ve stepped in the door of her business. They can book at two in the morning in their pajamas, which actually a lot of people do. And we have found, especially just over time, more and more people want to book and communicate online,” said Sara.
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But then the second component is communicating with our clients and providing that great service in all of our communication. “The number one thing we do is provide great massages and great service.
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Sara Albie, owner of Nola Bliss Massage, has figured out how to make her clients relaxed from the moment they begin booking an appointment. However, if your front end customer experience is lacking, your clients might walk away more stressed than when they started. When you’re in the business of relaxation, like Nola Bliss Massage in New Orleans, it’s assumed the entire experience will be, well, relaxing.