If you own a small business, you know that consistent performance isn’t easy, and at times, it might even feel out of reach. You’re juggling the demands of motivating a team with diverse backgrounds while keeping your operations running as efficiently as possible. The key is shifting your mindset: stop viewing these responsibilities as burdens and start seeing them as essential, and ultimately, rewarding parts of building a sustainable business.
After nearly two decades in the health and wellness industry, and also a membership-based business, I’ve learned that long-term success doesn’t come from chasing big wins. It comes from building repeatable systems and making small, intentional decisions that add up over time. My team and I operate eight franchise locations, and we focus on what works and let go of what doesn’t.
Whether you’re a new franchisee or a seasoned entrepreneur, here are four strategies from my personal experience that you can apply to drive peak performance across your business:
Retention Needs Attention
One of, if not the most important, aspect of your business to prioritize is retention. I know what you’re thinking: “You mean it’s important to keep our clients coming back to grow our business?” It’s not rocket science, but it is one of the most critical areas to focus your energy on, because retention has two sides, and they directly affect each other.
To grow a successful business, you need to understand that retaining your team members creates a consistent experience for your clients that makes them want to come back. Not only does the client appreciate the quality of the service they are receiving, but in our industry, they place heavy value on the relationships they build with their service providers. Having tenured team members typically ensures that you will see longevity and loyalty from your clients.
When your clients are satisfied and happy, not just with the service itself but with every part of their interaction with your business, they keep your team booked and doing what they love. But if you deliver a few bad experiences, bill someone incorrectly, or mishandle appointments, they’re likely to take their business elsewhere. Once clients start to leave and schedules begin to look sparse, your team will follow them out the door, creating a vicious cycle.
Ask yourself regularly: Am I doing everything I can in these areas? You don’t have to reinvent your business to grow it. That’s especially true in franchising, where most of the building blocks are already in place, giving you the flexibility to focus on areas like team member and client retention. Remember, you’re not starting from scratch. You just need to commit to the fundamentals and execute with intention.
Cultivate an “Employer of Choice” Culture
Team Members need to feel valued, respected, and supported, and you can never express that to them enough. In high-turnover industries, especially in service-based ones, retention is everything. If your massage therapists, stylists, technicians, or any team member in your business doesn’t feel cared for, they won’t stay. And when they leave, it leads to missed appointments, canceled memberships, unhappy clients, and lost revenue.
A few simple yet impactful actions you can do include checking in regularly with your team, celebrating milestones, and acknowledging improvements in their performance. These small moments of recognition go a long way in boosting retention. When your team knows you’re paying attention, they feel seen and are motivated to bring their best every day.
You should also invest in your team’s professional and personal growth. For example, confidence-building tools like communication training can further empower your team members to feel like the expert in the room when they’re consulting with a guest or offering a service. The more confident your team feels, the more likely they are to build strong client relationships and stay committed to growing within your business.
Leverage the Power of Consistent Systems
To successfully scale your business, your systems must be simple, consistent, and easy to replicate. It’s a common misconception that operations require multiple layers and a range of strategies to be successful. In reality, the opposite is often true. When processes become overly complicated, it’s challenging to ensure they’re executed consistently in a manner that aligns with brand standards from one location or team member to the next.
Take a step back and evaluate whether your booking process is straightforward, your onboarding is standardized, and whether any team member can step into a role and understand what is expected of them. If you feel there are areas of disconnect, consider implementing tools, such as a centralized training manual, service protocols that outline guest interactions step-by-step, or a standardized onboarding checklist used across all locations.
There’s nothing wrong with testing new leadership structures or operational tools, but always prioritize systems that are easy to implement and scale. That’s how you lay the groundwork for long-term growth and expansion.
Adapt With the Times
One of the biggest shifts across all industries is how much the workforce has changed. New team members often prioritize stability over sales, preferring guaranteed pay over commission-based incentives. While that’s not necessarily a bad thing, it means you need to adapt your leadership style to bring out the best in them and help them understand your larger mission.
Don’t hold onto strategies that worked a decade ago if they no longer serve your current team. Take time to listen to what employees care about most, try new approaches, and give yourself room for trial and error. Younger generations are eager to grow and thrive in the business world, but you must meet them where they are and help them connect with the business’s goals.
Remember, this is a people business. If your team doesn’t feel respected and supported, your clients will notice, and your bottom line will reflect it.
There is nothing more powerful than human connection, and the impact you have on your team members and clients is both immediate and lasting. You have to care. You have to show up. And you have to hire people who are just as dedicated as you.
When you combine attention and retention, a culture that values people, systems that scale, and a willingness to adapt, you’ve truly cracked the code to achieving consistent, top-level business performance. If you lead with your heart, you can’t make a wrong decision when it comes to your team and your business.
Chad Reid is the COO of The Inspire People, a franchisee group that owns eight Massage Heights locations across the San Antonio market.
