I constantly ponder business and customer service. I watch new stores come and go. I observe how long it takes for my meal to be served at restaurants and then how hot, tasty, healthy and well-presented the food is. Some companies, methods and concepts blow me away. For instance a hot towel service on […]
The spa industry continues to outdo itself and that speaks volumes to the dilemma of market positioning, facility growth and operations issues. Competition, market maturation and management challenges are really capsules of opportunity that can become expansive areas of growth. This is the moment to take hold of chaos and turn what could be market […]
Like having a sizeable indoor pool, fluffy pillows, plush carpeting and a complimentary cocktail at happy hour, spas were thought to attract more of the core business which is lodging guests. Interestingly, no element of this equation really worked…for any of the players. Hotels put in spa facilities in all sorts of shapes and sizes […]
No matter what you are negotiating learning how to do so with skill is imperative. Spa owners and directors routinely negotiate a number of things from contracts with employees to leases and licensing agreements. The artful skill of negotiation includes various components. Read full story
Inevitably, a service failure causes negative feelings in your customer. Needs and expectations have not been met; disappointment and frustration are natural reactions. Before reaching a reasonable agreement, negative emotions must be aired, acknowledged, and accepted. Shaping the customer’s emotions into positive ones is an art, involving emotional intelligence and responsiveness. Read full story
The Spa Association is offering Level I and Level II Spa Director Certification programs now online. The courses are self paced and include a membership to SPAA and internationally recognized certification. Go to http://www.youtube.com/watch?v=MC7HNqe6BPE&feature=youtu.be for a video or www.thespaassociation.com for more information.