Page 126 - BWM Dec 2012

126 | Business World Magazine | December 2012
omy, but that hasn’t been the case here… our
business seems to be recession proof.”
There are numbers that help prove his
point. For example, since its debut just out-
side of San Antonio eight short years ago,
Massage Heights has grown into a franchise
with more than 85 locations throughout
North America. At present, there are more
thanadozennewsitesbeingdeveloped. More
importantly, service centers (or “Retreats” as
Massage Heights calls them) massaged their
way to average returns of some $736,000 last
year. For the last five years, each unit has ex-
perienced annual business growth ranging in
averages from 20 to 30 percent.
Stress, for all its muscle-tightening,
body-aching impact, may be bad for people,
but it’s been good for business. Then again,
Massage Heights knows exactly how to con-
duct business. “We focus on the Guest expe-
rience,” says Franson. “Our whole franchise
system focuses on putting the Guest first. If
the Guest is happy, they’ll return regularly
and refer their friends and family members.”
The “guest-first” philosophy comple-
ments every aspect of the operation, whether
in terms of customer service or service op-
tions, to cleanliness, fragrance, décor and
Pilot Retreat- San Antonio Texas