February 13, 2017
I’ve been in the U.S. now for longer than I anticipated. What started as a three week trip from my home in Bangkok has morphed into a prolonged visit. While I now have an unlimited opportunity to watch cable networks like CNN and MSNBC I feel that I am caught in the throes of a weird addiction to political news. I begin my day craving information on what havoc has been visited on our world overnight. I check Twitter trends and Huff Post headlines for my fix on the latest global backlash caused by our current administration. Because truth be told drama has happened everyday since January 20. I find myself headachy before the day really begins.
I know that I am not alone.
I exist in a constant self imposed state of low level anxiety.
I recently read an article that discussed how Susie Ellis, CEO of Global Wellness Institute spoke of Trump as the leading influence of wellness trends for 2017. http://www.cosmeticsdesign.com/Market-Trends/The-Trump-Effect-is-already-altering-the-personal-care-and-beauty-market
“As things get more uncertain wellness gets more important.”
I totally agree with her viewpoint.
Last week I visited my favorite massage therapist. Nothing fancy, she works at Hand & Stone and she is fabulous! The time spent in a quiet environment with her was exactly what I needed. She knew exactly what to do and recommend and I can’t begin to express how much I appreciated her. In this time of turmoil and stress and uncertainly, the spa and wellness industry should be a safe haven. It is crucially important for our therapists to be totally on point. Excellence in customer service is a teachable skill that should never be taken for granted by management.
Enabling therapists to listen well, respond authentically and recommend knowledgeably is what proper training can do.
Let’s get on it now. The world needs it.
February 6, 2017
This past Christmas my husband and I spent a much anticipated holiday season with our family. We currently live in Bangkok and two years is wayyy too long to be separated from the people that you love.
As fate would have it, an opportunity to provide retail training in my hometown of Philadelphia came my way. Despite the cold weather (which I hate) I decided to stay on longer with my parents while my husband returned to Asia.
Like a lot of retired seniors my parents are active and opinionated. They love MSNBC, The View, CSI Miami and Judge Judy. As I huddle by the fireplace watching these shows with them, I am reminded and amazed at the plethora of commercials. They advertise everything from plaque psoriasis crème to buy-one-get-one-free non-stick cooking pans. The contrast of watching television in Thailand where marketing is at best lukewarm makes me more aware than ever that we are truly a nation of consumers and we love to buy.
We have a leg up compared to other countries because it is part of our culture. We are the nation that unapologetically spends 5.5 million on a 30 second Super Bowl ad.
In my mind we should be dominating retail in the spa, wellness and salon industry. We should be kicking butt big time.
As global markets compete for spa and wellness revenue it is important for the U.S. to recognize what we do well and build upon it. This is my focus for 2017.
Sometimes it takes a view from the outside to have a broader perspective.
October 24, 2016
October 16, 2016
Attending aesthetic or massage school can leave a new spa professional in a curious position; you have just enough knowledge to be dangerous.
August 29, 2016
Managing across cultures can be daunting. For many expat spa managers working in Asia it can be particularly challenging. Read More
May 6, 2016
With thousands of spas vying for the attention of consumers, many spa managers are always seeking out ways to gain a competitive advantage. Using the holidays, seasons and special events to tie in existing treatments or create new ones is a smart way to keep customer and employee excitement, and revenue flowing through your operation. Read More
March 2, 2016
We believe that spa guests deserve a perfect service. But with 27% of spas at 0-10% in retail sales to service, we wonder if a perfect service is being delivered. Is product training for therapists providing all of the necessary information and tools? Or is something more needed? What gives?
If you missed our March 4th Blab no worries. In this segment we discuss product distributors, manufacturers and expansion of training. Tip:click your mouse on the verbiage to the right side of the screen to read the comments.
Next Blab-Can Introverts Sell?
Friday, March 11 7:30 p.m.-8:pm. Bangkok time | 7:30 a.m.-8:00 am East Coast
12:30 pm London | 11:30 pm Sidney,Au.| 2:30 pm South Africa |4:30 pm UAE
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February 12, 2016
I’ve had my ear to the ground of the massage industry lately. Retail product selling is generating a lot of conversation…
According to David Kent LMT, NCTMB, every day we have a limited amount of time, physical strength and mental energy to earn a living. When we are at work, we are basically trading time for money. The amount we earn is influenced, to a certain degree, by our education, experience, skill level, track record, etc.
When we trade out time for money, we are only able to earn as much money as we are willing to trade our time. So, how else can we earn more money without working more hours? The answer is to retail, which is the sale of goods to the public.
(Yes, I know that you don’t want to “sell”. But you’re really not. Keep reading.)
People want to know why they hurt, how you can help and what they can do for themselves. Like other healthcare providers, we must educate the public and present solutions.
When we explain the benefits of receiving regular massage therapy sessions, we are, on a certain level, “selling” or “retailing.” When we offer a discounted price for a group of sessions, it might be labeled a “Special,” “Package” or “Membership.” Ultimately, we provide the benefits and the consumer makes an educated decision.
So, what products do massage therapists frequently integrate into their sessions that would benefit clients and could be offered for sale? The list includes topical analgesics, aromatherapy, pillows, music, scrubs, hot and cold packs, to name a few.
(I’d love it if my therapist recommended these to me. Wouldn’t you?)
Be creative and let your clients know you are proudly offering quality items for their personal use. During a regular session, let clients experience the benefits of new products at no additional charge. Ask clients to share samples with friends, family and coworkers. Topical analgesics and aromatherapy are great gift ideas for those living with pain and stress.
You know the treatment techniques and products that will help your clients the most. Education is the fundamental principle that must be applied to your therapy and the other products you sell. It is easy to earn additional income without working more hours by promoting the products you are already using and the repeat business continually adds to the bottom line.
(I would begin by checking out what’s on the shelves at your spa. I’d bet there are at least three products that you can tie in to your massage services. Speak with your manager about your sales commission rates and set daily or weekly goals for yourself as incentive. Good luck.)
November 6, 2015
As we come into the holiday season most spas will begin to experience an upturn in their customer bookings and overall sales. But is your staff delivering the kind of positive experience that will have your new customers craving more? Read More