JUL 2017

DAYSPA is the business resource for spa & wellness professionals! Each issue covers the latest in skin care, spa treatments, wellness services and management strategies.

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Page 81 of 100 • july 2017 • [ 79 ] © GETTY IMAGES THE LITTLE THING: Lethargic therapists THE BIGGER ISSUE: If the person providing a service is stressed or exhausted, clients will pick up on that and feel they're not getting the best care. "Energy, whether positive or negative, is contagious," notes Steele. THE QUICK FIX: Remind yourself that taking care of employees is as much a priority as taking care of guests. "We off er yoga, meditation and group walks to personnel, so therapists can rebound after expending energy on their clients," explains Steele. At The Club at Kukui'ula in Koloa, Hawaii, spa director Justin Franklin tops weekly schedules with compliments and positive feedback from guests, whether it's for an individual or the entire team. "We don't ever want our workers to feel they're being taken for granted," he says. THE LITTLE THING: The wrong robes THE BIGGER ISSUE: Ill-fi tting or uncomfortable attire can quickly ruin a spa experience. "One size doesn't fi t most," says Smithee. "Nothing is more embarrassing for a larger guest than having to ask for a robe that fi ts." Meanwhile, petite patrons tend to "swim" in unisex robes. There's also the climate to consider—terrycloth- lined options will be too warm in heated rooms, while lightweight cotton robes may not be cozy enough in cooler environments. THE QUICK FIX: Have robes available in a wide range of sizes and materials. Off er guests options at check-in, and keep extras in the wet area so they can replace or exchange them if they're not comfortable or become damp. THE LITTLE THING: Indiff erent or infl exible staff members THE BIGGER ISSUE: Your clients expect to be treated like royalty and with the utmost respect, so it's that much more disappointing if their requests—such as changing to a diff erent treatment or modifying a service—aren't well received. THE QUICK FIX: Make sure that your workers are skilled in providing all, or virtually all, options on your treatment menu. Hire versatile therapists and then off er frequent training on new techniques. This is a service industry, so spas should be eager to accommodate customers who change their minds about what they'd like, points out Cassam. u

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