The Massage Company founder scoops award for Lockdown Leadership

Charlie Thompson, founder & managing director of the nationwide network of franchise massage studios, The Massage Company (TMC), during 2020, has been awarded the Lockdown Leader accolade for the support and guidance he provided to his team, franchisees and customers during the pandemic.

The SME National Business Awards recognised that Charlie Thompson rapidly designed and implemented procedures and processes to protect staff, customers and his business.

Here, TMC highlights some of the actions taken:

Within two hours of the enforced lockdown, a full video communication with all TMC staff was shared. Within 24 hours, a communication strategy had been devised for TMC’s thousands of members and a customer focused video sent out to all customers.

For reassurance during lockdown, the team received weekly broadcast videos backed up with management contact. Live group calls with all team members kept his teams together during the periods of isolation.

The High Wycombe branch

Thompson organised three major “all centre” online events which became ever more important as forced closure lasted for four months, until re-opening on 30th July 2020.

Franchisees required reassurance, leadership and practical support each, building six new business plans – one for each potential month of opening July to December. These plans provided a reopening roadmap and proved sufficiently accurate to take forward to the major banks for Coronavirus Business Interruption Loan Scheme (CBILS) and Bounce Back Loan Scheme (BBLS) loan applications.

There were tougher assignments Thompson had to lead the business forward through: risk assessments; suppliers; landlords; and cashflow. He allocated these tasks across the business and instigated a series of lockdown projects. Some suppliers were changed, a full reformulation of the aromatherapy oil range was completed and a procurement portal to reduce administration costs within his support team was added for used when lockdown ended.

Franchisees and the senior management team were instrumental to Thompson during this period and this combined owner operated focus leaves TMC well prepared for opening in 2021.

Thompson’s goal for The Massage Company is to become a destination employer, and working within the rules of furlough, he created new working groups to solve challenges in the business: better induction plans, increased 5* reviews, new membership value propositions, and new internal Intranet allowing TMC to continue to invest time in online training.

www.massagecompany.co.uk / www.massagecompanyfranchise.co.uk