SPA PSEE cheat sheet

Treatment room utilization % = occupied treatment minutes ÷ available treatment minutes × 100; exclude rooms closed for maintenance from available minutes.

Spa revenue per available treatment room = total spa revenue ÷ available treatment rooms ÷ operating days.

Average treatment rate = treatment revenue ÷ treatments performed; calculate separately by service category to avoid mix distortion.

Labor cost % = wages + payroll taxes + benefits ÷ total spa revenue × 100.

Break-even treatments = fixed costs ÷ (average treatment price − variable cost per treatment).

Inventory par level = average daily usage × lead time in days + safety stock.

Closing cash control: count the drawer to the opening float, record over/short, and reconcile daily receipts before deposit.

Booking schedule rule: block turnover time between treatments equal to room reset time plus therapist buffer; do not sell overlapping slots.

Intake form captures medications, allergies, pregnancy/lactation, recent surgery, skin disease, and contraindications; update at each visit.

NPS = % promoters (score 9-10) − % detractors (score 0-6); passives score 7-8 and are excluded.

Rebooking rate = clients with a future appointment booked before leaving ÷ clients served × 100.

Service recovery steps: acknowledge the issue, apologize, resolve within authority, document, and follow up within the set time.

Complaint log fields: date, client, service, staff, issue, immediate action, resolution, and follow-up date.

Consultation uses open questions, skin and pressure assessment, and confirms product allergies before treatment.

Privacy rule: access client records on a need-to-know basis; retain and destroy records per local law.

Handoff includes client name, treatment, products used, pressure preference, and any reaction or contraindication.

Massage contraindications requiring clearance: fever, acute infection, DVT, uncontrolled hypertension, recent fracture, or surgery.

Pregnancy massage after the first trimester: side-lying with pillow or bolster support; avoid prone position and abdominal pressure.

Essential oil dilution: 1% = 6 drops per 30 mL carrier; 2% = 12 drops; face and sensitive skin 0.5-1%.

Chemical peel depth is determined by acid type, concentration, pH, and contact time; neutralize per manufacturer protocol.

Facial sequence: cleanse, analyze, exfoliate, extract, massage, mask, moisturize, and apply SPF.

Waxing is avoided over isotretinoin-treated skin, active eczema, moles, varicose veins, and compromised skin.

Heat contraindications: impaired sensation, neuropathy, cardiovascular disease, pregnancy, and acute inflammation.

Patch test any new product on the inner forearm 24-48 hours before first full-face or full-body use; record the result.

Leave-on skin products typically fall at pH 4.5-5.5; bar soap is alkaline; AHA/BHA products are formulated below skin pH.

Water-containing products require a broad-spectrum preservative; challenge testing verifies bacterial, yeast, and mold protection.

FIFO: first in, first out; mark opened date and discard at period-after-opening or manufacturer expiry, whichever is first.

Patch test: apply a small amount to the inner forearm, wait 24-48 hours, and record the result before full use.

Essential oils need a solubilizer in water-based products; never add neat oil directly to water.

Retinoids increase photosensitivity and skin fragility; avoid waxing, laser, and strong peels on recently treated skin.

Store products cool and dry away from sunlight; keep essential oils in amber glass and check for oxidation.

Use a clean spatula for jar products; do not double-dip or return unused product to the container.

Hand hygiene: soap and water for 20 seconds or alcohol-based hand rub before and after each client and after glove removal.

Single-use items include needles, razor blades, wax spatulas, nail files, and disposable gloves; never reuse.

Disinfection sequence: clean visible debris, apply EPA-registered hospital-grade disinfectant, and keep wet for label contact time.

Sharps go into puncture-resistant, closable containers; replace when three-quarters full per local rule.

Bloodborne pathogen exposure: wash the site, report immediately, seek medical evaluation, and document the incident.

Wax pot rule: no double-dipping; discard wax contaminated with blood, skin, or hair; clean the pot between clients as required.

Clean linens are stored separately from soiled linens; wash and dry per local health-code temperature.

Safety Data Sheets are kept accessible for every chemical; secondary spray bottles are labeled with contents and hazard.

Average ticket = total revenue ÷ number of transactions; track service and retail separately.

Retail attachment = retail revenue ÷ service revenue × 100; unit attachment = retail units ÷ services performed.

Booking conversion = bookings ÷ inquiries × 100; include phone, web, walk-in, and social-message inquiries.

Package price = sum of included services − bundle discount; confirm contribution margin after labor and product costs.

Gift card sales are deferred revenue until redeemed; breakage is recognized only per accounting policy and local law.

Membership churn = canceled members ÷ active members at start of period × 100.

Upsell rule: recommend one add-on after consultation that matches a diagnosed need; state benefit before price.

Objection handling: clarify the concern, confirm understanding, answer with evidence, then offer a choice.

CAC = marketing and sales spend ÷ new clients acquired in the period.

Client lifetime value = average spend per visit × visits per year × retention years × margin.

Marketing ROI = (revenue − campaign cost) ÷ campaign cost × 100.

Email/SMS marketing requires prior consent, sender identification, and a working unsubscribe link.

Employee turnover = separations ÷ average headcount × 100; calculate separately for voluntary and involuntary turnover.

Labor cost % = total payroll (wages + taxes + benefits) ÷ total revenue × 100.

Structured hiring: job description, scored interview, practical trade test, reference check, and documented offer.

Onboarding sign-off covers policy, hygiene, product knowledge, consultation, and practical competency before solo work.

Training records include date, trainer, competency assessed, result, and next review date.