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Tag results

Every Spa Guest Has a Story

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When training spa therapists I’ll use story-telling to measure where they are with engagement, and recommendations for products and services. If you are a spa manager or director try presenting this case study to your staff. Read More

Spa Superstars: Hidden in Plain Sight

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Innovation is a hot buzzword. Senior executives in the hospitality industry are burning the midnight oil trying to find ways to innovatively one-up each other. Flying yoga, wellness strategies, sustainability campaigns, the list goes on with one thing in common. They’re all designed to target a larger portion of revenue from the upscale leisure consumer. Read More

Does Every Customer Deserves a Great Experience?

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Do you believe that every customer deserves a great experience? Your quiet, somewhat shy therapists are well skilled in treatments. They can perform a perfect massage or facial. They diligently attend product training and know the ingredients contained in your retail offerings. Read More

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

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

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

Spa Industry Jobs to More than Double by 2018

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Education never goes to waste. This is particularly true if you are currently working in the spa industry. The Global Spa and Wellness Summit has released staggering information about the growth of employment in our industry.   Retail selling, customer engagement and social media training for therapists and management should be top agenda items to maximize revenue earnings.  Whether delivered online or in house, spa training is a critical need .

Spa Industry Jobs to More Than Double from 2007-2018: from 1.22 Million to 2.72 Million
Asia-Pacific will add most spa jobs, at 250,000, from 2013-2018
Sub-Saharan Africa will see highest job percentage growth at 215 percent in those five years

Want more information? Click the link to Beth McGroarty’s article>>>http://bit.ly/1Ih8RTn

Spa Training Mistakes – One-Sided Sales Training

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It is really amazing how often training is conducted at spas without first seeking input from therapists on what they actually need.  For many spas, training is delivered  yearly (if that) without variation or assessment of the areas where the therapists fail to deliver.

Also training is often thought of as a  disruption so the attitude of “lets just get through it”  prevails. To get the best ROI, perform a needs analysis before investing time and money on training. 

 This article from enterpriseref.com speaks to this issue.  Read More

The Case of the Good Bad Receptionist

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So often the performance rating of a receptionist is predicated on her charm or even her beauty. It’s rare that she or he is judged on their ability to engage with clients in a way that drives sales.

I like to tell the following story because I think that it’s indicative of so many spas. Your reception area can be a microcosm of your entire operation and as such can shed light on your flagging sales. Read More

Increasing Spa Sales in Five Minutes

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Spa managers are busy people. That’s why it’s important to have tried and tested ways to quickly improve your retail sales. Here are five methods guaranteed to not only drive your sales up but inspire your staff to new heights. Read More