How to Maintain Exceptional Customer Service in Multi-Unit Service Franchising with John Pantera, VP of Franchise Development of Woodhouse Spa & Sola Salons
Managing customer service across multiple locations can be challenging. What strategies do you recommend for ensuring consistency in service quality?
The key to maintaining exceptional customer service in a multi-unit franchise is a combination of structured training, a strong support network, and an unwavering commitment to the customer experience.
At Woodhouse Spa, every detail of the guest journey—from the warm welcome to our reflexology sandals—has been carefully designed to provide a luxury experience that is both consistent and personalized. With more than 88 locations across 22 states, we ensure franchisees have the tools, training, and operational support to deliver the highest level of care.
Sola Salons takes a different approach to customer service because of its unique independent beauty professional model. With more than 20,000 beauty professionals across 736 locations in the U.S. and Canada, Sola provides a framework of support that allows each stylist, esthetician, and nail technician to create their own exceptional client experience. Through national education events like Sola Sessions, our Faces of Sola ambassador program, and ongoing business development resources, we empower independent professionals to set and maintain high service standards within their private studios.
How do you balance standardized service expectations with the flexibility needed for franchisees to adapt to local markets?
Providing franchisees with a structured yet adaptable business model is critical in service-based franchising.
For Woodhouse Spa, consistency is key. We have a carefully curated menu of luxury treatments that are standardized across all locations to ensure every guest receives the same exceptional experience, no matter which Woodhouse they visit. However, we also recognize that the way service is delivered—whether it’s the approach to guest hospitality or enhancements to the spa experience—can be tailored to reflect the local community while staying true to our brand’s core values.
At Sola Salons, flexibility is built into the model. Beauty professionals operate independently within our salon studios, meaning they have the freedom to customize their offerings to meet their clients’ needs. Our role, as a franchisor, is to ensure they have access to industry-leading business resources, high-quality studio spaces, and a community that supports their growth.
Recruiting and retaining top talent is crucial in service-based franchising. What approaches have been successful for Woodhouse Spa and Sola Salons?
Attracting and retaining top talent starts with creating an environment where professionals feel supported, valued, and empowered to succeed.
For Woodhouse Spa, this means fostering a culture of wellness—not just for guests but for our team members as well. Our franchisees prioritize ongoing training, competitive compensation, and career growth opportunities to retain top-tier service providers in the luxury spa industry.
Sola Salons takes a different but equally effective approach. Our model empowers beauty professionals to take control of their own careers by offering private studio spaces where they can build their business on their own terms. This level of independence, coupled with the support of the Sola community, is why so many hairstylists, estheticians, nail technicians, and more choose to join Sola. It’s also why our model proved to be recession-resilient—especially during the pandemic, when professionals sought more control over their work environment.
Customer expectations in the wellness and beauty industries are evolving. How do you ensure franchisees stay ahead of trends while maintaining exceptional service?
The wellness and beauty industries are constantly evolving, and we believe that staying ahead requires a proactive approach to education, innovation, and customer feedback.
Woodhouse Spa offers a differentiated approach to wellness, providing its guests with resort-like amenities in a neighborhood setting. Our franchise model is built on more than 20 years of success, offering extensive support, operational guidance, and a well-established brand that is recognized for excellence. Franchisees benefit from a strong business foundation, a luxury spa environment that fosters guest loyalty, and the ability to tap into the rapidly growing self-care market with a concept that is both premium and approachable.
At Sola Salons, we invest in continuous learning through industry events like Sola Sessions, where beauty professionals gain hands-on education in the latest techniques, services, and business strategies. We also foster leadership through our Faces of Sola ambassador program, where experienced professionals mentor others in the community. By providing access to resources and education, we empower both our franchisees and beauty professionals to remain at the forefront of industry trends.
What advice would you give to franchisees looking to elevate their customer service approach?
First and foremost, prioritize people—whether it’s your guests, your service providers, or your independent beauty professionals. Exceptional customer service starts with a strong, engaged team that understands the value of delivering a standout experience.
For franchisees at Woodhouse Spa, this means fostering a culture of hospitality, investing in staff development, and ensuring that every guest leaves feeling better than when they arrived.
For Sola Salons franchisees, it’s about creating a supportive ecosystem where independent professionals can thrive. By providing high-quality studio spaces, business tools, and educational resources, franchisees enable beauty professionals to focus on what they do best—serving their clients.
Lastly, listen to your guests. Whether through direct feedback, online reviews, or industry insights, paying attention to what your guests and professionals value most will help you continually refine and enhance your service approach.
