The Social Solution for Shabby Service

The Social Solution for Shabby Service

The Social Solution for Shabby Service

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I’d never heard of GripeO. Then last week I received a direct message from @GripeO_Outreach on Twitter. They were following up on an article published on Huffington Post about my lousy spa experience. They wanted to know if I was interested in escalating my complaint to senior management. Because I constantly write about the impact of social media on the spa industry I wasn’t surprised. The fact that I had been tracked on Twitter by a consumer service company was prophetic and intriguing. I wanted to learn more about GripeO_Outreach so I spoke with the CEO, Mike Klanac.

Want to read more? Click Here>>>>http://linkd.in/1Nsss50

 

 

 

 

 

5 Tips for Painfully Shy Spa Therapists

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Most therapists who work in the spa industry are introverts. It doesn’t matter if they are in Bangkok, Thailand or the United States, they tend to be shy. It makes sense; what other personality type would elect to work in a darkened room, one on one with a minimal need for conversation. But even introverts want to be part of the group. Here, Jeff Hayden gives 5 tips on how to fit in. Read More

3 Social Media Facts Spa Managers Need To Know with Norm Bond

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Moontide Consulting (MC) caught up with Norm Bond (NB) in Bangkok, Thailand and asked for his insights on the global spa industry and social media. We wanted to see if he could give us three social media facts that managers in the global spa industry need to know. Bond is widely recognized as an international authority on marketing. He’s also the author of “Web Traffic Decoded” and a frequent media guest having appeared on CNN, Reuters, FOX News, National Public Radio (NPR), Business Week, and Black Enterprise Magazine.

So give a read and enjoy our exchange below.

MC: Social media (SM) is all I read about now. It’s everywhere. But if I’m a spa manager do I need to be concerned? Isn’t this a senior management area?

NB:  Social media is an integral part of an entire organization. From the senior manager to the entry level employee to the front desk person. Because the nature of social media today is that everybody can be touched by it. 
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Customer Service Just Died; and Your Training Budget Killed It!

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Once a month the CEO of a certain Five-Star resort company would return to the home office. A status meeting was always held. All vice presidents and middle management would attend either in person or via Skype.

On this particular day as we were waiting for the meeting to begin, he regaled us with a story of his visit to one of the company’s more remote locations. He said 18 hours on a plane had earned him an extremely stiff neck. Immediately upon arrival he’d booked a massage. In a luxurious hut with the ocean as a backdrop, he’d explained his problem to a therapist in detail. He opted for an add-on treatment of Thai herbal balls; heated poultices which are rhythmically applied to sore or stiff body points to promote blood flow. He’d also requested that a heated towel be placed around his neck for the first 10 minutes prior to treatment. >>>To read more click here>>huff.to/1GEycWV

Five Spa Tips Every Twenty-Something Should Know

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My niece graduated from Howard University last year. She’s doing fairly well;  I recently received an e-mail from her informing me that she was thinking of having one or two spa treatments. She wanted to know which ones she should try and as an African-American which were safest for her skin. As a former esthetician and a very protective aunt, I was inclined to tell her that none of them were safe unless I performed them! I realized though  that I was being a bit “extra”, so I calmed down and provided recommendations on who, what and where she should go.

If you are among the other twenty-somethings around the globe also venturing into the world of spa goers, here are five things that you should know;

Want to read more click here>>>http://huff.to/1TQiT4h

 

Why your New Spa Product Will Probably Fail

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My friend Cheryl developed a beautiful line of organic body products. She sent me samples and I was thrilled to discover that her creations where some of the best I’d ever used.

When it won a best new product of the year award in New York City, she and I celebrated with a champagne lunch. I remember screaming in delight when it was later selected as one of the swag bag items for the Emmy Awards.  A Five-Star hospitality group  in Asia began carrying her line at their chain of spas. Her product was unstoppable. Read More

What Game of Thrones can Teach Us about Spa Retail Training

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Changing the way your therapists deliver customer service at your spa through training is no easy task. It is not for the weak or faint-hearted. Game of Thrones demonstrates the importance of having a strategic plan which will assist you in reaching your ultimate goal. Even then you may encounter unexpected resistance or roadblocks, but you’ll be better prepared to meet them head-on. Read More

The Culture of Spa Called and It’s Mad!

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As a spa professional I am often highly disappointed in the level of service delivered at Five-Star spas and resorts. I’m an American living in Bangkok, so I’m particularly sensitive to respecting the local culture.

However, it seems as though a trade-off has taken place which has allowed the universal “culture of spa” to be compromised. It seems to me that it’s been replaced by a lazy, non-caring apathy masquerading as customer service.

Read the rest of my article on Huffington Post>>http://huff.to/1S4gaTc

3 Social Media Facts Spa Managers Need To Know

Tags: , , , , , , , , , , Master Class
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NORM BOND (NB) is widely recognized as an international authority on marketing. A frequent media guest, Bond has appeared on CNN, Reuters, FOX News, National Public Radio (NPR), Business Week, and Black Enterprise Magazine.

Moontide Consulting (MC) caught up with Norm in Bangkok, Thailand and asked for his insights on the global spa industry and social media.(SM)

MC-Social media (SM) is all I read about now. It’s everywhere. But if I’m a spa manager do I need to be concerned? Isn’t this a senior management area?

NB-“SM is an integral part of an entire organization. From the senior manager to the entry level employee to the front desk person. Because the nature of social media today is that everybody can be touched by it. Read More

How to Spot a Spa Trend like a Kardashian

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Recently the Global Wellness Institute projected a 42% employment growth in the spa industry by 2018. I don’t know about you but I find this absolutely mind-blowing. They reported;

In 2013 the spa industry employed about 1.1 million spa therapists and 200,000 spa managers and directors. So it looks like it will need at least an additional 500,000 trained spa therapists and 80,000 experienced spa managers/directors (above those levels) by 2018.”-GWS Read More