Tag service

Tag service

Bryan K. Williams-Master of Platinum Service

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When Lynne McNees, ‎President at International SPA Association (ISPA) invited me to their  conference in 2013, I never imagined that four long years later I would be part of the ISPA2017 professional development session lineup.  Read More

The Dying Art Of Customer Service

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This excerpt written by spa consultant Kamillya Hunter strikes at the heart of our profession. Her poignant article gives us all something to think about.  

There is no other profession more personal than massage therapy. If you disagree, name one. I’ll wait. As massage therapists, we expect a fully conscious person to agree to remove their clothes and expose to us parts of themselves they may be ashamed of. Read More

Spas, Training and the Trump Effect

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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.

 

Is Spa Product Training Dead?

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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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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

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