Inspiration
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Conversations with Seth Mattison
Mattison is a world-renowned expert on workforce trends and the generational change we’re currently experiencing in the workforce; his work tracks how shifting demographics will necessitate a new style of leadership. In his book, The War at Work, Mattison details how reimagining leadership and talent management for the 2020s is the key to building stronger, more effective teams.
Cooking up a Customer Service Culture: 4 Ingredients to a Well-Balanced Guest Experience
“It’s not just about the pancake,” says Mindi Morin. “I had a long-time guest who was complaining about her stay, and particularly that we no longer served ‘her’ pancake. As I began to dig deeper, her disappointment was more about what the pancake represented to her in relation to her first life-changing visit to the Ranch and the reality of change/loss in her life. I use this story as an example to our new front-line employees. To turn around an unhappy guest, you need to understand the core of the problem. We can mix her up the pancake, and we need to help her feel she’s still at home here as our property continues to evolve.”
Creating a Joy-filled Team through Positivity
Have you ever been part of a highly motivated, joy-filled team?
If you have, chances are that most days you were excited to come to work because you had fun collaborating and you felt like you mattered. Your focus and enthusiasm then helped you do some of your best work with your colleagues.
Cultivating Ownership in Your Spa Team: 10 Proven Ways to Boost Engagement
One of the most consistent concerns in spa and resort organizations is the lack of ownership among new staff. Ownership means more than just fulfilling job duties: Leaders often talk about needing team members who have a sense of personal investment in the organization’s success, take pride their own performance and contribute to the overall success of their team. Ownership is about being proactive, paying attention to detail, committing to look for solutions and exhibiting a pervasive sense of responsibility for quality and outcome.
Dan Gingiss: Why a Remarkable Customer Experience is Your Best Sales and Marketing Strategy
LET’S FACE IT: Competition is tougher than ever these days. How can we stand out in a crowded marketplace that is constantly evolving? In this fun and engaging keynote, customer experience speaker and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied.
Pulse: How can spa companies help customers understand the difference between price and value?
Dan Gingiss: Competing on price is a loser’s game because it’s a race to the bottom. Even if you can acquire a customer with a promotion, chances are they’ll be looking for a promotion somewhere else if price is what drives them. Instead, focus on how customers will feel after visiting the spa. There are dozens of places a customer can go for a Swedish massage or a yoga class; the reason they will choose to return to your spa will be because of how you made them feel. Consider ways to help customers feel welcomed, understood, appreciated and connected.
Design Philosophy: The Spa At Thunder Valley
For spa professionals seeking inspiration to enhance their own establishments, Lincoln, California’s Spa at Thunder Valley provides valuable insights into the deliberate choices that elevate the guest experience. The spa and its carefully considered retail components stand as a testament to the power of thoughtful design and personalized service in creating a truly exceptional spa visit. Spa Manager Amy Lopez graciously shared the spa’s design philosophy, her favorite aspects of the space and the elements that resonate most with guests.
Dr. Bryan K. Williams: Be a Mountain Climber: Key Tips to Overcome Any Barrier
This session will review the mindset and behaviors necessary to effectively address both professional and personal barriers. Special emphasis will be on 10 proven tips to take control of your efforts and transcend any obstacles in your path.
Pulse: You talk about personal barriers and professional barriers. Are the same behavior changes needed to overcome both types?
Dr. Bryan K. Williams: Absolutely! One of the keys to addressing and overcoming barriers is to understand the importance of prioritizing yourself. For those of us in the service industry, it may seem like an oxymoron to serve oneself, but that is exactly what self-care is meant to do. As you become more proficient, respected and accomplished in your professional (and personal) roles, people will ask for more and expect more. More of your energy. More of your time. More of your advice. More. More. More. Without putting up healthy barriers, you WILL feel pulled in 1,000 directions, which leads to burnout. A former colleague once told me no one is going to be an advocate for my schedule more than me. He told me that when I was in my 20s, and I didn’t believe him. Now, I’m in my 40s and thoroughly appreciate his sage advice. Proactively carve time out for yourself, and establish healthy barriers SO THAT you can serve others with your whole heart.
Embracing Nature in Spa Design
Designing spaces that evoke a connection to nature can greatly enhance the therapeutic experience for spa guests. Combining wood, stone, live plants, water features and earthy materials with natural light presents a harmonious and balanced environment that fosters a sense of well-being. The aesthetic appeal of these materials, coupled with their intrinsic health benefits, creates spaces that nurture, heal and rejuvenate.
Erica Dhawan: Connectional Intelligence
“WE ARE ALL IMMIGRANTS TO THE NEW WORLD OF DIGITAL BODY LANGUAGE.” Erica Dhawan believes we’re all experiencing the same challenges as more of our interactions—with colleagues, with resource partners, even with clients—move away from in-person to online. So, how do we connect intelligently?
Erica suggested to the ISPA Conference audience that “the question shouldn’t be how to adapt to ‘the new normal,’ but instead how to create a better normal” in digital communications. Whether communicating in a video conference or by email or text message, Erica offers five key principles to ensure your message is received the way you intend:
Expect More Be More: The Power of Holding Yourself to Higher Standards
Made for more. If you hold yourself to high expectations, you already know that a bare-minimum mentality is your enemy. Doing just enough is your rival. Merely complying with requests is your nemesis.
High expectations demand that you do more, reach higher and go farther. All of which requires effort. And that’s where the challenge lies: Many people are simply unwilling to make the sacrifices required to reach the next level. The late nights. The early mornings. The missed milestones.