Two weeks ago I conducted retail training for a Five-Star hotel spa. I just received the results of last week’s product sales and they’re quite good. Read More
August 8, 2018
Last week I received a request for therapist training from the spa director of a world renown Five-star hotel spa.
As always, I asked for her therapist retail sales report from the past month. Here are the results: Read More
July 25, 2018
In the day to day process of managing a busy spa, it’s easy to lose sight of delivering perfect customer service. Here are three tips to help keep you on track. Read More
April 18, 2018
Still trying to justify retail training for your quiet spa therapists? Read this insightful article by Geoffrey James from INC magazine.
The stereotype of a successful salesperson is an extrovert who sells anything to anybody. He (or, less commonly, she) charms customers so thoroughly that they sign on the dotted line before they know what hit them. Read More
March 26, 2018
Currently, wellness facilities and concepts are growing both independent of and across the landscape of spa. Millions of dollars are being spent creating new spaces and programs to enhance mental, emotional, physical and spiritual well-being.
But when I peep behind the curtain, I see with few exceptions, that the gate-keepers and their outlook toward therapist training hasn’t changed. See the chart below: Read More
September 26, 2017
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
August 9, 2017
Despite the disproportionate number of introverts in the spa industry, most retail sales training is still presented from a traditional perspective geared toward outgoing personalities. Join me at ISPA2017 in Las Vegas on Wednesday, October 18, 2017 8 – 9 AM. Read More
August 8, 2017
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
July 18, 2017
China is a spa and wellness boom town. According to the Global Wellness Institute (GWI) report, in 2016 China drove the biggest recent gains in wellness tourism revenues (300%+).
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.