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Name: Mark and Bridgett Chandley
Title: Franchisees/Owners
Brands: Spavia
Units: 2
Years in franchising: 7
For my wife Bridgett and me, it’s always been about creating meaningful experiences for our customers. We’ve shared an appreciation for great service and take pride in creating welcoming environments for others. A service brand allows you to deliver that feeling every single day. We studied the Spavia model carefully and saw an opportunity to elevate the experience even further by focusing on consistency, hospitality, and personalization. Because when done right, service isn’t just a transaction but something people remember and want to return.
Wellness has always been a core part of our lives. Staying healthy, self-care, and prioritizing balance have been long-standing focuses for both of us. When we began exploring franchise opportunities, the wellness space felt like a natural extension of who we are. Spavia stood out because of its strong business model and clear value proposition. It offers a more elevated, immersive experience, and we could genuinely see it resonating with people in our community. For us, it was never just about opening a business. It was about building a space where people could feel seen, supported, and better than when they walked in. That’s the kind of difference we’ve always wanted to make.
Empathy is essential. In a service brand, you're in the business of people, whether it’s your guests or your team. Strong leadership is essential, especially the ability to stay composed and not be reactive. In a service business, emotions and expectations are high, so you need to lead with patience and understanding. You also must be very intentional about finding people who align with your service values and standards. At the end of the day, you’re putting in the work behind the scenes so others can enjoy an exceptional experience, and that requires consistency and emotional intelligence.
Great service leaves a lasting impression. There’s something incredibly fulfilling about seeing someone walk out feeling better than when they came in. The immediate impact is powerful, and a service brand like Spavia aligns closely with our personal values, which makes it easier to stay motivated. From an operational standpoint, many of the systems and processes are already in place, allowing you to focus on execution, team development, and delivering a high-quality experience rather than reinventing the wheel.
It all comes down to people. Having the right leaders in the right roles is essential. You need strong leaders you trust, a shared vision across locations, and open communication. Sometimes that alignment requires difficult or uncomfortable conversations, but stepping back to look at the bigger picture is critical. The upside is that there are real synergies when operating multiple units, and you learn from each location, refine your processes, and continuously improve. Each new unit makes you better if you’re willing to learn and apply those lessons.
From day one, we leaned into community. Participating in local events and building relationships with nearby businesses and organizations helped establish us as part of the community, not just another business. Consistency is key - showing up, delivering great experiences, and becoming a trusted referral source. You want to be the first place people think of when they need self-care. That kind of reputation can’t be bought; it’s earned.
Do your due diligence and be honest with yourself about the level of commitment required. A service brand is personal. It goes beyond revenue; it’s about making people feel seen and cared for. Do your research, get to know the brand, and make sure there’s alignment. Make sure its values align with yours and that you are willing to invest the time and energy needed to make the service truly exceptional. Owning a business is challenging, but if you stay positive, remain determined, and keep learning, you’ll find your path forward.