June 10, 2004
Serving the client and responding to local market demands are the two keys to the Monique Lacasse’s success as a business owner. A great location doesn’t hurt either.
Lacasse, the owner-operator of Sudbury’s All About Massage, did not become a success overnight – these things take time. But with careful planning and exceptional customer service, she has established a business that sets itself apart from the competition.
“We have an awesome team here,” says Lacasse. “We strive to work on our clients’ schedule, not our own.” Lacasse says the clients benefit from having such a large group of therapists on staff – they can book during evenings and weekends, they aren’t faced with long waits, they can often get appointments simply by walking in, and yes, home visits are even an option!
Lacasse – who also had financial backing from her parents – approached the Nickel Basin Federal Development Corporation to obtain start-up financing in October 2000. René Quesnelle, Executive Director at Nickel Basin, was impressed with her business plan and the market research that led her to locate her business next to Sudbury’s new YMCA/Centre for Life.
“She has adapted quickly to market demands and continues to be well received by her clients, despite strong competition,” says Quesnelle.
In fact, she has thrived with that strong competition, and has expanded her business from two employees to nine, becoming Sudbury’s largest massage company. In December of 2001, Nickel Basin provided additional financing for Lacasse to acquire a Laser Hair Removal system, which she initially leased. The new service went over so well, she went on to purchase the system with an additional term loan. In order to keep her services current, and meet her clients’ needs, she goes right to the source, asking their input on new treatments and therapies. Therapists are also in tune with new trends, and they are encouraged to upgrade their skills regularly.
Clients of All About Massage can receive nearly a dozen different types of personal services ranging from the common (stress and chronic pain relief) to the unique (shiatsu therapy and salt glow treatment) to the trendy (newly-added laser hair removal), all with Lacasse’s trademark ‘treat bowl,’ and personal touch. Clients tell Lacasse they wish they could bring the relaxing and comforting environment with them when they leave, and they appreciate the friendly therapists, who remember their names. Keeping current customers coming back and encouraging new clients is a full-time job in itself – Lacasse actively communicates her services by distributing pamphlets and with advertisements in the local media.
Not only are Lacasse’s clients responding to her service, but the local business community has noticed, too. All About Massage was nominated and won the Business Start-up Award by the local Greater Sudbury Chamber of Commerce in 2002, as well as an Award of Distinction for Young Entrepreneur for the City of Greater Sudbury.
“The environment is really nice,” says Lacasse. “We all enjoy working here.” And from the sounds of it, her customers enjoy it too.