Former Client Builds Multi-Unit Business Around Her Commitment to Self-Care
In 12 years, Tara McLain went from being a Hand & Stone client to owning six of the brand’s massage and facial spas. “As a member at my local spa, I enjoyed regular massages and facials. I was impressed with the quality of service and the positive impact on my well-being.”
Her firsthand experiences piqued her interest as an entrepreneur. “I discovered Hand & Stone’s strong reputation, proven business model, exceptional support for franchisees, and consumers’ increasing interest in wellness services. Today more and more people recognize the importance of self-care and its positive impact on long-term health, so they prioritize wellness services as an essential component of a balanced, healthy lifestyle. After reviewing the company’s track record and speaking with other franchisees, I realized this was the right fit for me. I could combine my passion for wellness with a business that had a solid foundation and a customer-centric approach.”
McLain opened her first Hand & Stone in December 2012 and now has units in Apopka, Estero, Fleming Island, Gainesville, Naples and Tallahassee, Fla. “Scaling up required careful planning, securing financing, identifying the right locations, strategic hiring to build a strong team, and implementing systems that promote consistency across all locations. It’s crucial to ensure that each new location delivers the level of quality that customers expect.”
Before investing in Hand & Stone, McLain had worked in sales and owned a Budget Blinds franchise. “Franchising offered a way to leverage a proven system and reduce the risks associated with starting a business from scratch,” she points out. “It felt like the right time to transition into a new industry with a brand that offered both business potential and a focus on customer satisfaction.”
McLain says clients appreciate Hand & Stone’s affordability and the advantages of membership. Memberships, in turn, encourage regular visits that benefit franchisees with add-on services and retail sales. “The brand’s focus on convenience and customer satisfaction, plus its wide-ranging massage therapy and skin care services, set Hand & Stone apart. Each location offers a relaxing, welcoming environment for clients. ‘Make it the best hour of their month’ is not just our mission; it’s the core of everything we do at Hand & Stone. We’re also EVS [Enhanced Validation Standard] certified, which assures our clients of the highest standards of cleanliness and safety.”
Positive Culture
Another key to Hand & Stone’s success is its “strong emphasis on creating an exceptional work environment for our massage therapists and estheticians. By supporting our team with ongoing training, professional development and a positive workplace culture, we can deliver the best possible service to our clients. To achieve better work-life balance for our team, we improved benefits and offer more flexible schedules. These efforts allow us to attract and retain a talented team.”
McLain says franchisor support has been crucial to her spas’ success. “Their guidance and resources have been instrumental in building a strong, resilient team and ensuring consistency across our locations.” Hand & Stone has more than 600 locations, with prime territories still available in 1,300-plus markets.
Membership Resales
Hand & Stone franchisee Tara McLain credits membership presales as a key driver of long-term success. As of press time, she was preparing to open her latest spa in Apopka, Fla., where her team secured 129 Founding Memberships. These members were offered exclusive discounts before the spa’s official opening in early January 2025. “The secret lies in a combination of educating potential members about the value of consistent wellness services and offering them compelling incentives to join early, such as discounts or exclusive perks.”
To close presales, “we create a personal connection with each customer and offer a seamless experience that encourages them to sign up for memberships during the phone call. Our team excels at clearly explaining the benefits of our services, which has led to strong membership numbers. This proactive approach is effective in building a loyal customer base and ensuring sustained growth.”
All memberships include a one-hour massage or signature facial each month, and members may buy additional services at discounted rates. Membership privileges and prepaid services are accepted at all U.S. locations.
For more information, visit Hand & Stone’s franchise website.
