In 2017 Nancy Griffin, president of Contento Marketing issued a brilliant report on retail. It was stated that “seventy-five percent of spa managers felt their low retail revenues were caused by staff resistance”.
I wonder if the managers ever thought to offer training that was structured for how introverts learn. Were they even aware that 95% of therapists are introverts?
This excerpt from an article by Mary Jo Asmus provides another perspective. Read More
Gordon Tareta is the area director of spas for Marcus Hotels and the founder of spa consulting firm, Tareta Group International. His comment about Sephora particularly resonated with me because when I worked as an esthetician, Sephora was right down the street. I remember the spa owner telling us that it makes no sense for a client to leave our treatment room and purchase the same products somewhere else. Customer service was everything. Read More
I’m noticing a common thread among extremely high performing spas that I’ve consulted for.
Only 11% of spa teams in the world are selling 30% and higher in retail.
What makes them different? Read More
If you’re still wondering about the value of engagement and retail training take a look at what the experts say.
Smart hoteliers know they can’t afford to ignore the next generation of luxury travelers. Why? Because they are an economic force to be reckoned with. Read More
A bird in the hand is worth two in the bush. That’s why as an “industry insider” I am constantly surprised at how spas and hotels continue to miss the obvious. The spa industry is losing millions in revenue from retail product sales. Obviously if you resolve that problem, a lot will begin to correct itself in the way of market share, customer and employee retention. Read More
I’m discovering an interesting trend in retail sales results and global spas. And since we’re just starting a New Year — this could be the key for massive success. Here we go.. Read More
It’s here! I just received my third and final post training retail sales report and the results are not surprising.
If you’ve been following me you know that three weeks ago, I wrote about training the hair stylists at a Five-Star property in Hong Kong. I was absolutely thrilled at the opportunity because so many decision makers balk at the idea of budgeting for staff training.
In fact most of my conversations with spa managers center around their justification of cost. “What will the return on investment be? Is it worth it?” Read More
We’re now in the second week of tracking the retail results. If you’ve been following me you know that three weeks ago, I wrote about training the hair stylists at a Five-Star luxury hotel in Hong Kong. This was a new area of the beauty industry for me as my experience has always centered on spa. Read More
Last week I wrote about training the hair stylists at a Five-Star luxury hotel in Hong Kong. This was a new area of the beauty industry for me as my experience has always centered on spa. Read More
My hair stylist Tony is wonderful. When I go home to the U.S. he is the second appointment I make after booking my flight ticket. He’s chatty, inquisitive and very charming. Read More