Healing Hands Therapeutic Massage in Sand Springs, Oklahoma, is a longstanding business with a solid reputation. But their clientele wasn't growing. New owner Pam Smith wanted to update her business, while also letting people know that Healing Hands is here to stay. Over the course of a year, through All Access, we helped Smith revitalize the look and feel of Healing Hands, drawing in new customers and adding staff. Here's how.
Over the course of 25 years, Healing Hands had built a solid reputation in the community. But half-hearted and inconsistent branding, including the look and feel of the business, wasn't getting customers excited enough to tell their friends. Customers weren't leaving, but new ones weren't coming in, either. For a business that relies largely on word-of-mouth recommendations, that was holding back growth.
We knew the problem wasn't with the service Healing Hands offers – customers don't stick around for decades if the product is bad. But with no real brand an inconsistent message strategy, Healing Hands had a problem attracting new customers. This gave us an opportunity to start fresh and create a consistent, clear message to appeal to new and old customers alike.
PDG+creative consulted with Smith and created a new logo for the business, meant to appeal to a wider range of clientele than the previous logo. After getting feedback from some clients, we determined that the previous logo was creating barriers. The new logo removes those barriers, setting a foundation for a brand that welcomes clients of all types.
BRANDING: BUSINESS REMODEL
For Smith, the spa experience should start as soon as the client sees her business. With the help of PDG+creative, that's now the case. One of the most important aspects of Healing Hands' work through All Access is a physical redesign of the business. Updated signage on the outside draws people in, and the inside has been redone from the paint to the chairs. Through consultation and recommendations on everything from colors to chair patterns, All Access helped Healing Hands create an experience consistent with its brand and mission. When people walk in they say, “Oh yes. Now it feels like a spa.”
From the sign outside to the business cards to social media posts, PDG+creative provided Healing Hands with guidelines and help to send a clear, consistent message to clients.
CUSTOM-TAILORED TO CLIENT
All Access provided Smith, a small business owner on a budget, a plan that worked for her to accomplish her goals. It allowed her to work with us on that month's top priorities. She says the long-term approach helped her think through each decision carefully, and now she is confident that each part of the process was done correctly.
In one year with All Access, Smith was able to re-brand her business and draw in enough clients to bring on more staff, including a chiropractor. Colleagues, clients and even strangers have praised the new look and feel of the business and brand.