BLOGS

Living at the professional crossroads of purpose and revenue: as you would expect I've been honing in lately on what the some of the most impactful companies are measuring when it comes to customer relationships. And honestly? It makes me double down and underscore the importance of continuing to rethinking how we approach recommending in hospitality, F&B and wellness. What's caught my attention: companies and clients—the ones experiencing decent growth, in flat times—

As the year winds down and the holiday season approaches, many teams in spa properties, wellness businesses, hospitality, and coaching are reflecting on what’s working—and what’s not—when it comes to making recommendations. Your team knows the products and services well. They have the training and the skills. Yet, recommendations don’t happen as naturally as they should. Why is that?

This week, just ahead of the Holidays, I had the privilege to speak with special guest Michelle Kelthy, Spa Director, The Ritz-Carlton, Naples - taking a deep dive into the psychology of spa enhancements looking at how too remove barriers and prepare the team best for the Holidays. What we uncovered is both fascinating and frustrating: guest demand for enhancements has never been higher, yet therapist willingness to recommend them is at an all-time low.

Are your team able to connect the dots between need and solution for their guest/client? Are they able to recommend using their best advice to build value with intelligent, individualized solutions that contribute to the fabulousness of their client experience?

I had the absolute honor to be part of Verena Lasvigne's, Director and Founder of VLF Spa Consulting Spa & Wellness Talk in February 2022. The clip below gives you 30 mins of the why of selling upsells, ad-ons and enhancements- which ever word you chose to call them by in your spa. It's all about the guest, more pamper in the same minutes. Or is it?

This week in dedication to mental health awareness, I spoke about the challenging and contradictory nature of resilience. It's important. From recent observations and client conversations I am boldly deducting that our commonly held understanding of resilience is actually preventing the creation of our own natural resilience in uncertain times. This blog shares my findings and looks at how we can reframe our experiences to not just survive but thrive . The Issue is Thi

This article takes a deeper dive into connecting with customers. Historically, customer relationship management (CRM) was used to increase the profitability of businesses through the active management of long-term customer relationships.

I had COVID and I am ALL about the mask. Apart from having travelled through an airport in March, which I felt increased my risk of exposure- I had no idea I had it. I am so lucky and grateful as all I had was a sore throat for a few hours. No fever or fatigue. Nada.

Maximizing revenue per client visit has become paramount for many reasons! How can your teams’ true purpose be balanced with their earnings?

COVID will continue to have a huge impact on how we interact with our clients. Use the DISC behavioral profiles to rebuild trust and caring.

I HAVE SPENT MY CAREER HELPING TEAMS become personally accountable for their psychology when recommending products, homecare or add-ons to c