Audio Improves LP Picture For Massage Envy

July 2014 Integrated Solutions For Retailers

By Adam Blair, contributing editor

Addition of audio expands training, customer service, and investigative capabilities of franchise’s video surveillance system.

A picture may be worth a thousand words, but sometimes it’s important to have both the words and the pictures — particularly when one is dealing with complex, delicate issues around customer service and employees’ honesty (or lack thereof).

That’s been one of the lessons learned by Mark and Jennifer Blaz, owners of two Massage Envy franchises in southern California that employ 90 people. Three years ago, they installed a video and audio monitoring solution to one Massage Envy location. Positive results there encouraged them to deploy the technology at a second location that opened just over one year ago, and also to put the cameras and recording equipment in additional locations throughout the new facility. This included not just the front desk and lobby areas but in the employee break room and an overflow retail inventory closet.