WEBVTT 00:00.158 --> 00:01.658 It's seven in the evening. 00:01.658 --> 00:02.935 The phone rings. 00:02.935 --> 00:06.198 Every therapist is busy, and nobody picks up. 00:06.198 --> 00:07.856 Here's a spa turnaround: 00:07.856 --> 00:11.127 what AI can actually do, step by step. 00:11.555 --> 00:12.976 Picture a spa group. 00:12.976 --> 00:16.437 Four outlets, thirty staff, good therapists. 00:16.437 --> 00:18.871 But calls are missed at the busiest hours. 00:18.871 --> 00:21.292 Chat messages are answered hours later. 00:21.292 --> 00:23.253 People book and don't show up. 00:23.253 --> 00:26.319 Clients love their massage, and never come back. 00:26.319 --> 00:28.634 New people can't find the spa online. 00:28.634 --> 00:30.174 And the team is stretched, 00:30.174 --> 00:32.437 juggling phones between clients. 00:32.437 --> 00:34.569 None of this is about the massage. 00:34.569 --> 00:36.730 It's about everything around it. 00:37.388 --> 00:39.823 The turnaround doesn't start with AI. 00:39.823 --> 00:43.125 It starts by listening: a few days at reception, 00:43.125 --> 00:44.981 counting the calls and chats, 00:44.981 --> 00:47.323 the missed ones, the busy hours, 00:47.323 --> 00:49.665 the questions people really ask. 00:49.665 --> 00:52.388 Then mapping how a booking actually happens, 00:52.388 --> 00:54.428 including the awkward cases: 00:54.428 --> 00:55.638 a couples booking, 00:55.638 --> 00:58.441 a client who only wants a female therapist, 00:58.441 --> 01:00.112 a pregnancy massage. 01:00.112 --> 01:03.744 Then deciding, step by step, what can be automated, 01:03.744 --> 01:06.270 what AI can do with a person checking, 01:06.270 --> 01:07.875 and what must stay human. 01:07.875 --> 01:12.247 Complaints, refunds and anything medical stay with people. 01:12.888 --> 01:15.204 Next, the AI needs to know the spa 01:15.204 --> 01:17.678 the way a senior receptionist does: 01:17.678 --> 01:20.112 every treatment and how long it takes, 01:20.112 --> 01:23.678 which therapists are trained in what, each outlet's hours, 01:23.678 --> 01:26.678 the cancellation policy, the current offers. 01:26.678 --> 01:28.494 Getting this right takes time, 01:28.494 --> 01:31.313 and it's what makes everything after it work. 01:31.942 --> 01:33.153 Now the phones. 01:33.153 --> 01:35.798 An AI answers every outlet's line, 01:35.798 --> 01:39.613 day and night, in English, Malay and Mandarin. 01:39.613 --> 01:42.890 It can see availability across all four outlets, 01:42.890 --> 01:44.903 so if one is full at seven, 01:44.903 --> 01:47.021 it offers another at seven-thirty, 01:47.021 --> 01:48.903 instead of losing the client. 01:48.903 --> 01:50.692 It books into the spa's existing 01:50.692 --> 01:53.048 system and sends a confirmation. 01:53.048 --> 01:56.455 And when someone's upset, or mentions a health condition, 01:56.455 --> 01:58.801 it passes them to a person. 01:59.442 --> 02:02.995 Answering every call only matters if people can find you. 02:02.995 --> 02:05.758 So the spa's website is rebuilt properly, 02:05.758 --> 02:09.534 with booking on every page and a page for each outlet, 02:09.534 --> 02:11.705 written the way people actually search, 02:11.705 --> 02:15.061 so both Google and AI search tools understand it. 02:15.061 --> 02:16.719 And every outlet's Google Business 02:16.719 --> 02:18.784 Profile is set up properly: 02:18.784 --> 02:21.271 the right categories, real photos, 02:21.271 --> 02:24.367 accurate hours, every service listed. 02:25.008 --> 02:26.811 Advertising changes too. 02:26.811 --> 02:29.798 Instead of broad ads and one-off discounts, 02:29.798 --> 02:32.508 ads are aimed at people near each outlet, 02:32.508 --> 02:35.008 and every ad leads into a membership. 02:35.008 --> 02:36.837 Past clients who haven't visited in 02:36.837 --> 02:39.219 a while see an offer that suits them, 02:39.219 --> 02:41.877 a package rather than a random promotion, 02:41.877 --> 02:43.920 and only with their permission. 02:44.555 --> 02:47.055 This is where the turnaround really happens. 02:47.055 --> 02:49.319 The spa now remembers every client 02:49.319 --> 02:51.529 the way its best receptionist would: 02:51.529 --> 02:53.003 their favourite therapist, 02:53.003 --> 02:55.832 the pressure they like, areas to avoid, 02:55.832 --> 02:59.266 their nearest outlet, how often they usually come. 02:59.266 --> 03:02.187 Health notes are kept only with the client's consent, 03:02.187 --> 03:04.871 and only the therapist on shift can see them. 03:04.871 --> 03:07.753 Then the right message arrives at the right time: 03:07.753 --> 03:08.990 a confirmation, 03:08.990 --> 03:12.213 a reminder the day before so fewer people forget, 03:12.213 --> 03:13.608 an aftercare tip, 03:13.608 --> 03:16.069 a nudge when it's about time to come back, 03:16.069 --> 03:19.898 a birthday message, a reminder before a package runs out. 03:19.898 --> 03:22.792 Members at different tiers get different rewards. 03:22.792 --> 03:26.480 It all runs on its own, and it all feels personal. 03:27.108 --> 03:28.069 And the team? 03:28.069 --> 03:30.661 Receptionists stop juggling phones and 03:30.661 --> 03:32.977 look after the clients in front of them. 03:32.977 --> 03:35.806 Therapists start hearing what clients say about them: 03:35.806 --> 03:39.292 the kind words, how often clients ask for them again. 03:39.292 --> 03:41.056 That recognition matters. 03:41.056 --> 03:44.398 Rosters can be planned fairly around real demand, 03:44.398 --> 03:47.279 and feedback shows where a little training would help. 03:47.279 --> 03:51.007 When staff feel seen and less stretched, they stay. 03:51.642 --> 03:54.090 And one more idea people don't expect. 03:54.090 --> 03:57.419 The spa partners with businesses near each outlet: 03:57.419 --> 04:02.090 a gym, a yoga studio, a café, a physio clinic. 04:02.090 --> 04:04.682 Members nearby receive partner offers, 04:04.682 --> 04:09.024 sent by the spa itself, so no client data is ever shared. 04:09.024 --> 04:10.274 And the partners send their 04:10.274 --> 04:12.708 customers to the spa in return. 04:12.708 --> 04:15.449 The whole neighbourhood starts working together. 04:16.075 --> 04:18.838 None of this is switched on everywhere at once. 04:18.838 --> 04:20.667 One outlet goes first. 04:20.667 --> 04:23.536 The team is trained, everything is measured, 04:23.536 --> 04:26.312 and things are adjusted before the next outlet. 04:26.312 --> 04:28.579 Then the measuring never stops. 04:29.221 --> 04:31.340 So here's the end of the turnaround. 04:31.340 --> 04:32.340 Higher bookings, 04:32.340 --> 04:35.419 because every call is answered at every outlet. 04:35.419 --> 04:39.116 Higher revenue, because clients come back, and more often. 04:39.116 --> 04:41.998 Happier clients, because they feel remembered. 04:41.998 --> 04:43.248 Fewer no-shows. 04:43.248 --> 04:45.011 New clients who can find you. 04:45.011 --> 04:47.001 And a team that wants to stay. 04:47.655 --> 04:50.063 That's what AI can do in a business: 04:50.063 --> 04:51.445 not replace the people, 04:51.445 --> 04:53.603 but take away the chaos around them, 04:53.603 --> 04:55.498 so they can do what they're good at. 04:55.498 --> 04:56.655 If you're wondering what this could 04:56.655 --> 04:58.340 look like in your own business, 04:58.340 --> 05:01.291 I'm always happy to talk it through on LinkedIn.