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The Therapist – Management Retail Disconnect

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There are currently 32,930 vacant positions for therapists in the US spa industry and 1,030 for managers. Inspired by these findings from its annual Spa Industry Study, the International Spa Association (ISPA) Foundation commissioned PricewaterhouseCoopers (PwC) to conduct a global study to get underneath the reasons for the high number of vacancies.  Read More

Examine the beliefs that no longer serve you

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In 2017 Nancy Griffin, president of Contento Marketing issued a brilliant report on retail. It was stated that “seventy-five percent of spa managers felt their low retail revenues were caused by staff resistance”. 

I wonder if the managers ever thought to offer training that was structured for how introverts learn. Were they even aware that 95% of therapists are introverts? 

This excerpt from an article by Mary Jo Asmus provides another perspective.   Read More

How Spas Can Increase Retail Sales Now and Forevermore

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The spa and wellness industry is projected to generate $US 20 billion in revenue by the year 2020. Retail sales is one of its most important revenue centers. Yet despite booming growth overall, retail revenues have remained disappointingly low around the world.

Clearly, what the spa industry is doing is not working. Traditional therapist training is not the answer. Read More

Gordon Tareta Spills the Tea on Spa Retail

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Gordon Tareta is the area director of spas for Marcus Hotels and the founder of spa consulting firm, Tareta Group International. His comment about Sephora particularly resonated with me because when I worked as an esthetician, Sephora was right down the street. I remember the spa owner telling us that it makes no sense for a client to leave our treatment room and purchase the same products somewhere else. Customer service was everything. Read More

NOUS EXISTONS! We Exist!

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It’s always good to be an inspiration to colleagues. Particularly when it’s Julie Lombe, National Trainer for Sothy’s. 

Julie reminds us that ethnic skin care education is a global issue and still rife with  opportunities for improvement:

La frontière entre marques cosmétiques généralistes et ethniques s’estompe progressivement.  Qu’elles soient de parfumerie (Lancôme) ou de grande distribution (L’Oréal, Dove, She Moisture), les marques de maquillage, de soin ou de soin capillaire tendent à se globaliser et à s’adresser à une clientèle multiculturelle.

On ne peut pas du tout en dire autant pour les marques professionnelles !  Les causes de cette invisibilité ethnique sont à chercher auprès de tous les acteurs de l’industrie : monde éducatif, marques, spas et instituts … et clients.  Un article inspiré par les réflexions de Linda Harding Bond.  

To read the full article click this link>>>https://www.linkedin.com/pulse/nous-existons-linvisible-client%C3%A8le-multiculturelle-des-julie-lombe

How the Spa Industry Can Show more Love to Our Introverts

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Stress-free-zone700Despite the proliferation of introverts in the industry, old school methods of training are still being used in spas around the globe! This may be due in part because hospitality companies don’t often conduct personality assessments for their employees.

However, those of us who work in spas know that the serene atmosphere and mellow vibe tends to attract a more laid back soft spoken kind of person.

In the case of sales training, 99% of programs are designed for extroverts. Read More

Huffington Post Champions Wellness!

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Wellness is Hot!  It’s gained global momentum and with drivers at the forefront such as Global Wellness Summit, or ISPA Conference and Expo there’s no slowing down.

Today Huffington Post began WorkWell, a series of blogposts and information on Wellness. What had initially been planned for one week has been extended to the end of January because of mass interest.

I’m really pleased to have my article Connecting the Dots Between Workplace Wellness and Therapist Training featured.

To check out WorkWell click HERE

The Hidden Gap Between Asian Culture and Luxury Sales

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As consumers become more knowledgeable about what other consumers are experiencing, the demands for excellent customer service increase. The vast majority of consumers say they will walk out of a store if they receive inadequate assistance from employees. Nowhere is this more impactful than in the luxury market.

Despite the importance of individual attention at luxury retailer stores, many consumers think today’s brands aren’t delivering. Only 38% of consumers said they receive better customer service in luxury retail than in non-luxury retail.

Want to read more of my article? It’s on Huffington Post-Click Here