ISPA 2019 Just Took My Breath Away!
This year ISPA 2019’s key speaker is Susan Cain. She is the CEO of Quiet Revolution and the author of the bestsellers Quiet Power: The Secret Strengths of Introverts, and Quiet: The Power of Introverts in A World That Can’t Stop Talking.
It is not a coincidence.
Introverts are disproportionately represented in the spa industry. It has been my contention for years that retail is failing largely because training is not structured for how we learn. Results of 100-600% increases in retail sales after proper training have proven my theory.
Our therapists have all the qualities needed to take spas to unbelievable heights. Unfortunately because most are introverts they’re not as forthcoming and interactive as they should be.
Customer retention could be so much higher if we taught the people who spend the most time with our guests how to engage more effectively.
Spa managers who haven’t been too stubborn or afraid to try something new are now benefiting from improvements in team confidence, customer engagement and higher sales. Customer and employee retention is higher.
The revolution has begun.