We talked to Iglika Ghouse of USPAAH, a spa at home and here is what she said about it.
First of all, how are you and your family doing in these COVID-19 times?
Iglika Ghouse: We are lucky to be healthy, and we are cherishing the extra quality time at home with our small children.
Tell us about you, your career, how you founded USPAAH.
Iglika Ghouse: I was an investment banker in the city for over 10 years and often suffered from incredible anxiety, stress, and body aches due to long hours of sitting at a desk. Having often needed treatments myself, I was incredibly frustrated with how inaccessible wellness and beauty treatments were in a cosmopolitan city such as London, so I left the city and started USPAAH as I believed that we can create a better way to treat busy Londoners.
How does USPAAH innovate?
Iglika Ghouse: USPAAH is Your Spa At Home. With our mobile app and website, people can book over 50 Wellness, Massage, and Beauty treatments in seconds and have them safely performed in their home, hotel, or office in as little as an hour by our team of vetted professionals. No need to travel to a crowded salon or spa anymore. We make treating yourself so much more convenient than ever before.
How does the coronavirus pandemic affect your business finances?
Iglika Ghouse: Following government regulations, we’ve had to stop offering our mobile beauty services; however, we were able to continue with our essential at home Massage treatments for the treatment of pain, and that has been a lifeline for many of our therapists and clients. In these stressful times, anxiety can build up and manifest itself in various “physical” ways, and we’ve found that our massage professionals have been in greater demand than ever.
Did you have to make difficult choices regarding human resources, and what are the lessons learned?
Iglika Ghouse: We’ve certainly had to make hard budget cuts, but we’ve thankfully managed to retain all our staff, and we are beyond excited to get back to full business operations. I think the lesson learned is that it’s better to take a small pay cut across the board for a short period rather than to let go of key members for good.
How did your customer relationship management evolve? Do you use any specific tools to be efficient?
Iglika Ghouse: Our customer service team is constantly learning and evolving with the needs of our clients and therapists. Any issue is escalated and dealt with as soon as possible, and we find that customers really appreciate the responsiveness of our team. Our treatments are very personal, and it’s important for customers to connect to a human and not a chatbot.
Did you benefit from any government grants, and did that help keep your business afloat?
Iglika Ghouse: We have utilized the government’s furlough scheme, and we are incredibly grateful for it as it helped us retain our staff.
Your final thoughts?
Iglika Ghouse: If you haven’t discovered the convenience of at-home wellness treatments, you most certainly should. Trust us, and you’ll love us.
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