BLOGS

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.

If you're a spa director or hospitality leader wondering why your team's recommendation rates and revenues have plateaued, you're not alone. Let's talk. The answer isn't changing job descriptions to recommend or higher incentives. It's supporting your team to hyper-individualize service, engaging deeper with guests and clients to grow perceived value in light of the cautious consumer sentiment and psychology that's happening right now.

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?

3 questions to help you know when the optimum time is to refill and refresh skills, self-knowledge and confidence. Train now or postpone until 2025? Yup, I know it feels messy out there.......... We know we can't realistically do that as training adds so much to the teams' deep rooted desire for mastery and purpose = employee happiness Connecting and deepening the guest experience by recommending self-care has been covered in an earlier blog , but as of right now, accordin

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