Platform · Therapist
The ninety seconds before the door opens.
A therapist has about a minute and a half between finishing one guest and greeting the next. What she knows in that minute and a half is the difference between a treatment and an experience.
The brief
One screen, because there is only time for one.
Before this existed, the same information lived on three screens — a guest record, a booking, a consultation history — and none of them belonged to the therapist. So in practice she read none of them, and asked the guest instead.
- Allergies and contraindications first, before anything commercial. The oil she reacts to is never opened, and nobody has to remember.
- What she has had before, and what she said about it. "Firmer than last time" is a note from six weeks ago that changes this treatment.
- Her pressure, her temperature, her music. Small things, and the entire difference between being served and being known.
- What she asked for on the phone, so a special request made three days ago has already happened by the time she is on the table.
- Her name and how to say it, which is the first thing a guest notices and the first thing most systems lose.
In the room
The best place to sell is where nobody is selling.
A guest lying face down after forty minutes of massage is not being sold to when her therapist says her shoulders need another quarter of an hour. She is being advised, by the one person in the building qualified to advise her.
Every spa knows this and almost none of them can act on it, because the therapist has no way to know whether the extra fifteen minutes is even possible.
- An upgrade that would overrun the next guest is refused here, in the room, rather than discovered by reception twenty minutes later.
- What she sells is priced and attributed to her, so the person who created the value is the person credited with it.
- It arrives at the till before the guest does, so the desk never asks the therapist what to charge in front of the guest.
An upgrade that would overrun the next guest is refused here, not discovered later.
The close
When should she come back?
This is the single most valuable question in a spa, and it has exactly one moment in which it can be answered honestly: the ninety seconds after the treatment ends, by the person who just gave it.
So it is asked there. Not at the end of the shift, when the answer is a guess. Not tomorrow, when there is no answer at all. Not by reception, who were not in the room.
- A recommended interval, in her words, which becomes the rebooking prompt at the desk — "Mariam suggested three weeks" is a booking, "would you like to rebook" is a survey.
- The product she mentioned goes to the desk as a recommendation rather than a shelf.
- "Not yet" is a real answer, and it stops the guest being chased for something she should not be sold.
- Two taps, done. Anything longer and it does not get done at four o’clock on a Saturday.
Ask at the end of the shift and the answer is a guess. Ask tomorrow and there is none.
What the treatment cost
Finishing it is what posts it.
Thirty millilitres of argan oil left the back bar. In most spas that is discovered at a stock count in March, as a number nobody can explain. Here, completing the treatment deducts it, costs it and posts it — because the therapist closing her screen is the only reliable moment the consumption is actually known.
- The margin on a treatment is known per treatment, not estimated per month.
- Nobody counts anything to make this true. It is a consequence of finishing the work.
- The ledger receives it as a real entry, so cost of treatment is an account rather than an adjustment.
Finishing the treatment is what posts it. This is the reason the module exists.
How she is judged
Her own score, not the spa’s average.
Guest feedback is scored three ways and never blended: the service, the therapist, and reception. A therapist rated inside a single overall number is being judged on the front desk’s queue and the car park.
- Coaching has evidence rather than impressions — and so does promotion, which is what makes it survive a conversation.
- A complaint becomes a task, so the next person to meet that guest already knows.
- Requested-by-name is visible, which is the strongest signal a spa has and the one most often invisible.
A single blended number could never tell you the treatments are excellent and the desk is not.
What she earned
Revenue per available hour, from the ledger.
Not treatments delivered, which rewards whoever was given the busy shifts. Revenue against the hours she was actually available — the only figure that compares a Tuesday morning therapist with a Saturday one.
- Posted to her own ledger account, so the number in a review is the number in the accounts.
- Retail she sold is credited to her, which is how a spa gets its therapists to sell retail at all.
- Discounts show against the person who gave them, with the reason attached.
Posted from the ledger, not apportioned in a spreadsheet.
Why it matters commercially
The therapist is the product.
Guests do not return for a treatment menu. They return for a person — and the spa that cannot see which person, or what that person recommended, or whether the guest was asked to come back, is running its most valuable asset on memory.
Every screen in this module exists to move one fact into the ninety seconds where a therapist can use it, and one fact out of the room before the guest reaches the desk. That is the whole design. It is also, measurably, where a spa’s repeat rate is decided.
Questions
The treatment floor, answered.
What does a therapist actually see before a treatment?
Everything she needs in the ninety seconds she has: who the guest is, what she reacts to, what she has had before and what she said about it last time, her pressure preference, and anything the desk was told on the phone. Before this screen existed that information lived across three others, none of which belonged to her.
Do therapists have to use a computer during a treatment?
No. The brief is read before she goes in, and the close is two taps afterwards. Nothing is typed while a guest is on the table — a therapist who has to interrupt a massage to record something will simply not record it.
How does an upgrade get sold without leaving the room?
She offers it from inside the room, and the system refuses the ones that would overrun the next booking. What she sells is priced, attributed to her, and waiting at the till before the guest gets there.
Why ask about the next appointment at the end of the treatment?
Because that is the only moment anybody can answer it. The therapist knows, for about ninety seconds, whether this guest should come back in two weeks or six. Ask her at the end of the shift and it is a guess; ask tomorrow and there is no answer at all.
Are consultation notes visible to reception?
No. Clinical records are separated from the commercial screens by role. The desk sees a routing badge that says hand this guest to somebody authorised; it never sees what the badge is about.
How is a therapist measured?
By revenue per available hour from her own ledger account, and by a guest score that is kept separate from the service score and the reception score. One blended number cannot tell a spa that its treatments are excellent and its front desk is not.
Start
Walk a treatment through it.
A guided pilot at one property, with your treatments, your therapists and your price bands — not a demo dataset.