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BUILDING BLOCKS 74 DAYSPA | MARCH 2016 His tools: 1. Be inquisitive. "I encourage my staff to always ask questions," says Garcia. "Give them license to interrupt you any time your guests' needs are not being met. If your staff isn't being inquisitive, they might not be learning enough—or providing the best possible customer service." 2. Attend to weaknesses. "Be cognizant of the things that bug you at work, and use that awareness to your advantage," urges the spa director. "Sometimes when you encounter a problem, all you need to do is change your perspective, and then you're capable of fi nding a strategic, creative alternative to whatever is disrupting your work fl ow. As a manager, this is crucial, but you should encourage all your staff to do the same." 3. Write it out. "Working lists are a powerful way to increase the fl uency in your thinking," he explains. "Sitting down to write out a list forces me to focus my energy in a very productive way. I like to keep a log of ideas, facts, thoughts and questions that come to me throughout my day. It's a great reference point!" PRO TOOLS The pro: Jose Ramon Garcia, spa director at The Spa at Esperanza, Esperanza Auberge Resort, Cabo San Lucas, Mexico JOSE RAMON GARCIA Having trouble getting massage clients to settle in? "Massage table headrests are one of the top things that spa-goers criticize," notes Erica Coble, business development manager for Living Earth Crafts, within the Earthlite company. To assuage clients' complaints of discomfort, Earthlite's research and development pros have spent nearly a decade on improving face cradle technology. The team started by redesigning the traditional cradle platform to make it softer and more fl exible—a key to optimal comfort. Next was determining the right cushion material; Earthlite's researchers settled on a poly-gel fi ber blend—which they've named CloudFill™—layered over viscoelastic memory foam. But something was still missing. "We kept coming back to the idea of incorporating a cooling gel into our design," explains Debbie Miller, national accounts manager at Earthlite. Gel naturally holds a lower temperature, which enables it to gently and comfortably cool the face, a realization that led the team to create a removable gel insert. "We released the Strata™ Cool FacePillow at ISPA last October and every person who placed the gel pad on their face reacted the exact same way, with a soft 'ooohhh'," she laughs. The gel pads can be placed in a freezer, and will remain cool throughout an entire treatment; they can be purchased from Earthlite separately or with the face pillow. Both the gel pads and the pillow itself will fi t on any Earthlite or standard massage face cradle and table. For more information, visit earthlite.com. PILLOWED PERFECTION "For so many years, nobody wanted to talk about dry eye—it was considered an 'old person' condition," reports Suzanne Paulson, CEO and founder of Eye Eco Inc. "Now it's proven that lifestyle is a major contributor to eye health at any age." Why is this an important development for spa owners? Well, considering the average adult spends 12.5 hours a day staring (at a screen or otherwise) and that according to the eye health advocate, "staring activities" are the No. 1 cause of eye dryness, "Introducing the idea of eye health and maintenance to your clients would be a smart move." Inspired by those who suffered from Sjögren's syndrome, a chronic autoimmune disease in which white blood cells attack the body's moisture-producing glands, Paulson set out in 2003 to help these individuals fi nd relief. Since then, Eye Eco has created the DERM Mask and TranquilEyes, masks that help to ease tired, dehydrated eyes. The masks have been used in spa treatment rooms for nearly a decade, and with great success—massage therapists can boost their profi ts and spas can create add-on services and generate extra retail sales. "What we have gained, especially since introducing the DERM Mask, is confi dence within our team," explains Stacy Myers, massage therapist lead supervisor at the Ritz-Carlton Amelia Island in Fernandina Beach, Florida. "My therapists are able to use something that feels like an eye pillow and is a treat for guests, but they don't have to worry about mold or mildew," she explains. The DERM Mask is made of silica, designed to absorb moisture from the air, and is machine washable. "Clients feel relief instantaneously," explains Paulson. "They emerge from the treatment room and immediately say, 'Wow, my eyes feel amazing!' From that moment on, they're hooked." For more information about Eye Eco's products, go to eyeeco.com. Goodbye, Dry Eye