THE EXPERIENCE - Part 3

~Julie

Impulsive Marketing
There is an order in which things should be done in a spa business. Creating and executing a strategy, defining processes, hiring and training staff, performing the processes, getting feedback, making corrections, ensuring the spa delivers what it intends and, finally, marketing. In this order, guests will see the spa in its best light. If marketing is done impulsively or eagerly any time earlier, the spa risks guests seeing and experiencing things it would rather not have them share with their 600 best friends on Facebook. Read More...

~Julie

I wish they wanted to know.
I told the spa director about standing water in the steam room. She said there was nothing she could do about it. I didn't tell her about the other problems I encountered in her spa. Why bother? She didn't ask and didn't want to know. I wish she was the only one who hasn't asked me for feedback. Sadly, of the hundreds of spas that I have been to, the vast majority don't ask - I'd guess over 95%. Knowledge is power. If they don't ask, they can't know what their guests know. If they don't know what their guests know, they can't take action to fix the problems that the Guests have encountered. Are they afraid to know the truth? Do they not want to know? Do they simply not care? Do they believe the only problem is their Guest? Read more...

~Julie

~Julie

Food for Face and Body
Fall is the time of year that pumpkin takes center stage in many spas that offer seasonal treatments. Personally, I love the warm, comforting aroma of pumpkin facials, wraps, scrubs and massages. I especially like the fact that they are based on a natural ingredient - one that is not only safe to eat but good for skin. This article talks about the benefits pumpkin provides to the skin, a few pumpkin treatments being offered around the country and a recipe to use at home.

Themes and Rituals
Spas use themes and rituals to set themselves apart from other spas. They are often part of the branding and create a focus for everything the spa offers. Themes and rituals are great if they have integrity and are used consistently. Without those two elements, I find that they are actually a detriment to a spa. Read about my experiences with spa themes and rituals.

~Julie

The Beginning
In July 2011, I entered into the 15th year of providing information about spas via my web site. As I reflect on the path my life has taken over those years, I gratefully think of three people who I encountered early in my introduction to spas. Had it not been for them, I doubt that I would have fully appreciated or had any interest in learning more about all that spas can offer. Read about my spa beginnings.

~Julie

An Open Apology to the Taxpayers of Delaware

Dear Taxpayers of Delaware,

I feel I owe you an apology. Two years ago, I sent a letter to the Delaware Division of Professional Regulation. My intention was to help them make spas, salons and nail shops safer places for their manicure and pedicure clients. The letter inadvertently set into motion events that, in my opinion, were a waste of our tax dollars. But more importantly, it completely failed to make these places any safer. For these shortcomings, I sincerely apologize. Read about the pedicure that started it all and the actions that followed.

~Julie

14 MORE Lessons on How NOT to Run a Spa
Feb 25, 2011 - I wrote 10 Lessons on How NOT to Run a Spa almost four years ago. In the article, I shared the story of a salon that I had gone to for over 23 years and the spa experience that made me leave forever. It was a lesson in how NOT to run a spa business for spa leaders and what NOT to put up with for spa consumers. It has turned out to be one of the most popular articles I've written.

After having a few poor experiences at spas using Groupon, BuyWithMe and LivingSocial internet discounts, I think it's time to offer 14 MORE lessons on how NOT to run a spa.

~Julie

SHRINKING SERVICES: Short, Mini and Express
I first heard about shrinking services A few years ago. Short, 20-30 minute services were one of the big marketing strategies that spas were using to fight the poor economy. Spas proclaimed:

• Maximum results in 30 minutes or less
• Our express services are perfect for a time-crunched luxury
• Mini services for your lunch break
• Short services for when you are pressed for time
• If you're in a hurry, our express spa is perfect for you
• In a rush? Select from our 25-minute menu.

At the time, I shook my head and thought that these short, mini and express services were lose-lose situations for both spa guests and spa businesses. Read about why I had this opinion and if it's changed over time.

~ Julie

SPA CUISINE

I don't know if there is an "official" definition of spa cuisine. I think of it as low calorie, low fat, highly flavored, densely nutritious, minimally processed and thoughtfully sourced food with no artificial flavors or preservatives. A regrettably low percentage of spas offer it. However, Sofitel Luxury Hotels is taking a leadership position in bringing healthy cuisine to their guests - all their guests, not only those at their spas. Read More...

~ Julie

DiscoverSpas.com Nice Touch! Awards - A Few of My Favorite Spa Products

Years ago I used to bestow my "Nice Touch!" award to spas that provided outstanding facilities and experiences. This year I have been inspired to compile my Nice Touch! list once again - but this time for the spa products that I like best from head to toe. Read More...

~ Julie

THE SPA SOP (Standard Operating Procedure)

Spa leaders who are committed to controlling their guests' experiences run their spas by using standard operating procedures (SOPs) / protocols. By following the SOPs, the spa team members consistently create the environment and experience that were intended by the spa's owners and executive management. SOPs capture the spa's unique "magic." But the magic only happens when the SOPs are followed by each spa team member every time. That doesn't always happen. Read more...

~ Julie

MORE RANDOM THOUGHTS

This month I share my experience at the NY ISPA Media Event as well as the results of their newest industry study in ISPA Media Event - News and The Big Five. I also note the increase in new spas and spa makeovers in Spa Investment - A (hopeful) Sign of the Times? and I comment about a spa I visited years ago in South Beach that was featured last year in the Bravo reality show, Tabitha's Salon Takeover, and has recently made some changes in Just Cosmetic?

... Read more.

~Julie

RANDOM THOUGHTS

This month I ponder over three very different subjects -
- CND"s (Creative Nail Design) new Shellac™ Hybrid Nail Color,
- Fixed recline seats and
- The intentions and attentions of wrongful lawsuits.

... Read more.

~Julie

THE LABYRINTH
May 2010 was comfortably cool and moist, and I could not resist working in my yard. In the large clearing next to the stream, I bundled and bagged 10 years worth of sticks and leaves that had been collected and dumped from the rest of the yard. It occurred to me that the space in which I was working was almost perfectly circular, and the idea for my own labyrinth took shape. Read more...

~Julie

~Julie

~Julie