Spa Operations
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Delivering a WOW Experience
Delivering a Wow Experience – How to Create Exceptional Service Habits
By Dr. Bryan Williams
It all begins with a thought. Thoughts turn into words, words turn into behaviors, and behaviors turn into habits. In fact, anything we consistently do will become a habit. Napoleon Hill wrote: “Thoughts are things, and powerful things at that.” It generally takes anywhere between three to four weeks of daily repetition to form a habit, but once it’s formed, it is very difficult to not do it. The mind doesn’t know if it’s a good or bad habit. Your mind just accepts whatever you feed it, and the habits ensue. To deliver a consistently exceptional service experience, there must be habits that are hardwired throughout your entire team.
Embracing AI in Spa Operations for a Competitive Edge
Customer-facing technologies—think augmented reality (AR) experiences, virtual skincare advisors and robots that offer bespoke automated massage—are highly visible uses of artificial intelligence in the modern spa. These tangible uses of AI are still novelties, if not truly rare, then at least unexpected enough to be the focus of conversation for most spa guests during their early experiences.
Every Body Is A Spa Body: Making spas more welcoming to clients of all sizes
For plus-size travelers, finding a spa that meets their needs can be a challenge. Common concerns include the availability of appropriately sized massage tables, robes and slippers, as well as comfortable seating.
Fortunately, many spa owners, managers, and consultants are actively addressing these issues, working to create spa environments that are welcoming and inclusive for everyone.
Evolve or Become Irrelevant
How do you make sure your spa stays relevant with the changes we’ve experienced in the past several years?
Embrace technology
Touchless therapies have become popular—especially during and since the Covid pandemic. While acknowledging that “it can be scary to embrace technology,” Emyln Brown offered hope that “it can also lead to change,” and the panel shared ways new technology can be a positive change for spas.
Amanda Al-Masri finds “more people are interested in wellness, but we have less people to work” and advises spa leaders to “embrace touchless therapies, as it’s a great way to add revenue. Hands-on therapies are still very important and should not be replaced, but the touchless helps amplify results.”
“Touchless is complementary to human interaction,” agrees Simon Marxer. “Being able to offer a broad menu is sound business.”
Exceptional Experiences: Providing Excellent Customer Service
In many industries, companies follow one of two “go to market” strategies: focus on providing extraordinary customer service, or emphasize low prices. While most bus[1]nesses make efforts to cater to both goals, every company leader has one or the other priority in mind when making day-to-day decisions. For spas, the default is nearly always to promote great experiences.
The challenge of creating a customer-centric environment is not new. But many spa leaders say staffing turnover during and since the pandemic has exacerbated an existing issue. In an era of decreasing service mentality, how can spa leaders train and promote exceptional customer service? Conversely, do spas face a decreasing return on investment when trying to win the approval of every client?
Forbes Five Star Q&A
The Forbes Five-Star criteria for spas has undergone major changes recently. Michael Conte, Forbes Travel Guide’s senior executive trainer, recently joined an ISPA Town Hall to discuss what those changes are, and to offer advice on how to ensure our spas provide extraordinary and extremely personalized services to obtain or keep those Five-Star ratings. ISPA Chair Patrick Huey moderated the event.
From Summer Glow-Ups to Winter Wonderlands: 3 Tips to Maximize Retail Revenue with Seasonal Promotions
Want to boost retail sales and engage guests? Let the seasons be your guide to a dynamic shopping experience.
Seasonal promotions in the spa retail area can capture guests’ attention and encourage purchases. By aligning product launches with specific times of the year, spas can tap into the natural buying cycles of their guests. A new skincare line introduced in the spring will capitalize on guests looking to refresh their beauty routines. Launching body care products in the autumn can appeal to those seeking hydration solutions during colder, dryer months.
From the ISPA Talent Toolkit: Press Releases- When and How
Press releases serve as powerful tools to elevate the profile of businesses in industries where competition is fierce and customer engagement is crucial. These carefully crafted communications can generate buzz about new services or products and capture the interest of potential clients.
Beyond just creating excitement, press releases foster engagement by sparking conversations and highlighting solutions tailored to customer needs, effectively kickstarting the lead generation process. Moreover, by consistently placing the company’s name in front of the public, press releases contribute to long-term brand awareness and customer loyalty.
Getting Organized and Quickly Improving Productivity at Work
Pulse: As a Knowledge Builder presenter at the 2024 ISPA Conference, you will address the ISPA membership about organizing our professional lives. Share a little about what that means.
Andrew Mellen: Calling BS on “busy”—sharing strategies and best practices to maximize efficiency and productivity without becoming a robot or soulless automaton. We’ll dive deep into time management and the “8 Deadly Time Thieves”—interruptions, overcommitting, poor planning, multitasking, email, meetings, social media and procrastination.
Global Best Practices to Jumpstart Success
Global Best Practices to Jumpstart Success – How to Elevate Your Spa’s Wellness Programs
By Jean-Guy De Gabriac
There’s a reason why sharing best practices is important in our industry. Doing so ensures that we are able to identify the proven-and-tested solutions and ideas that can help us elevate our practice to a higher level and create the best possible standards for the spa industry. Sharing best practices, especially on how we plan, develop and deliver spa wellness programs and activities, will help us build tools, strategies and resources that can jumpstart success for our spa or business.