Pulse SPA Magazine May 2016 by Bel SPA

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Doggy

Love! VIP TREATMENT FOR PAMPERED PETS

2016 ISPA BOARD OF DIRECTORS

FROM YOUR

ELECTED OFFICERS

CHAIRMAN

CHAIRMAN Michael Tompkins PALM Health VICE CHAIRMAN Todd Shaw La Quinta Resort & Club SECRETARY/TREASURER Laura Parsons ESPA International (US) Ltd. (Spa Division) IMMEDIATE PAST CHAIRMAN Ella Stimpson The Spa at Sea Island DIRECTORS Sharilyn Abbajay ISPA Foundation Vice Chairman

uch like a captivating piece of art, the brain never ceases to amaze me. In fact, for lack of a better metaphor, I’d like to think of our brain as a beautiful piece of sculpture, as if it were made of moldable clay capable of taking any shape with every stroke

Noel Asmar Noel Asmar Group, Inc. Blake Feeney Feeney & Co. Michael Harmsworth ESPA International (US) Ltd. Todd Hewitt Shangri-La International

of new information. This process of sculpting and rewiring neural paths in our brains, otherwise known in the scientific world as neuroplasticity, remains one of today’s biggest breakthrough discoveries in brain research. As a spa professional, the idea that the brain is constantly changing and adapting is one that excites me. With this discovery, we can now concretely connect the benefits of yoga, meditation and mindfulness in creating a healthy and sound mind. I encourage you to read this Pulse issue’s feature entitled “State of Mind” (page 34) to learn more about the latest pieces of scientific evidence that support the benefits of spa treatments in the overall improvement of your guests’ brain health. The feature also tackles the scope, limitations and challenges that we may face as we continue to push the frontiers of brain health education. Like an artistic sculptor, each one of us has the power to mold and shape our minds and thoughts by feeding it daily with positivity and mindfulness. If there’s one food for thought that I embrace as I commit to raising awareness on the infinite power of the brain, it is the words of Mahatma Gandhi. The modern-day philosopher once said: “A man is but the by-

Kristine Huffman Huffman Hospitality Concepts Garrett Mersberger Kohler Co. Julie Oliff St. Regis Aspen Frank Pitsikalis ISPA Foundation Chairman Eric Stephenson Well World Group Dawn Tardif BodiScience Wellness Center & Spa Todd Walter Red Door Spas Lynne McNees International SPA Association MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic

product of his thoughts; what he thinks, he becomes.” How about you? Which thought is consuming your whole being now?

CHAIRMEN’S COUNCIL Past ISPA Chairmen who are current members:

—MICHAEL TOMPKINS, CHAIRMAN

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Gayle Brady • Brady Spa Consulting Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi Kate Mearns • 5 Spa Consulting LLC Jim Root • Glen Ivy Hot Springs Jane Segerberg • Segerberg Spa Consulting, LLC Deborah Waldvogel • Sedona Resorts

THE MAGAZINE FOR THE SPA PROFESSIONAL

EXECUTIVE Lynne McNees • ISPA President EDITORIAL Mae Mañacap-Johnson • Editor DESIGN Marja Walker ADVERTISING AND SALES Tara Finn ADVERTISING COORDINATOR Ashley Roberts PRODUCTION MANAGER Chris Guzicki

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2016. All rights reserved. No part of this publication may be reproduced without written consent of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325, Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114. PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,

EDITORIAL OFFICES International SPA Association 2365 Harrodsburg Road, Suite A325 Lexington, Kentucky 40504, USA Phone: 1.859.425.5062 1.888.651.ISPA (4772) • Fax: 1.859.226.4445 experienceispa.com

address, phone and email address. Only your name, title, company and location will be published in the magazine. The editor reserves the right to edit for clarity and content. By submitting the letter, you are giving ISPA publishing rights. Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February, March/April, May, June, July, August, September, October, November and December by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington, Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365 Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.

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is the magazine for the spa professional. As the official publication of the International SPA Association, its mission is to serve as the preeminent resource of expert insights, trends, tools and research to help spa professionals create innovative solutions and make informed business decisions.

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Sniff out opportunities and follow your instincts. Don’t bite when a growl will do. Keep digging until you find what you want. Learn new tricks no matter your age. Wag more, bark less.

How about you? Have you been adopted by a pet before? What life lessons have you learned?

—MAE MAÑACAP-JOHNSON, EDITOR @ISPAPULSEEDITOR

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MARION PHOTOGRAPHY STUDIO

’d like to think that humans do not adopt pets. Instead, pets adopt their humans. After all, given the remarkable lessons that pets teach us and the unconditional love they give, they offer a lot more than we could imagine. The first-ever pets that adopted me were Bravo and Blossom, both deeply loyal Japanese Spitz breeds. Blossom was smart, sassy and sensitive. Bravo was simply spoiled rotten—but I loved them both to bits and pieces anyways. Privileged that I had been loved and adopted by a pet before, I can certainly empathize why many pet-lovers demand that businesses, including spas, become more welcoming to pets. Several spas and resource partners, highlighted in “Making Spas Pet-Friendly” (page 48), have started to see the business advantage and customer service value of offering pet-specific spa services and products as well as supporting organizations that help raise awareness for animal welfare. The feature mentions research that indicates how having a pet could help improve one’s ability to adapt to stress and, in the process, improve one’s overall well-being. “Petting a dog helps relax people and has shown to reduce blood pressure. A wellmannered dog can be a great conversation-starter when a new client comes into your business and helps you to start a relationship off by discussing something fun!” says Association of Professional Dog Trainers Board of Trustees Chairperson Robin Bennett. Given this information, it’s not surprising that a growing number of companies have “Bring Your Pets to Work Days” to help employees manage stress and prevent work burnout. In the article “Tell-Tale Signs of Employee Burnout (page 42),” exhaustion caused by chronic stress at work is believed to be a modern-day workplace epidemic—and the spa industry is not immune to it. Thus, there’s an even bigger challenge for those in management to help their teams manage work-related stressors to prevent burnout in the long run. Whether one is a pet-lover or not, there’s no denying that pets remind us that, when work or life gets tough, we pause to enjoy the simple joys in life, like an afternoon walk in the park. Here are a few more lessons I’ve learned from my furry friends:

Playtime is a family affair at home. Blossom and Bravo (foreground) with nephews Karl and Mark with their furry best friends.

WANT TO SEE THE ISPA STAFF’S FURRY FRIENDS? CLICK HERE to see many more adorable pets and find out how we spoil them.

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STATE OF Improving Mental Health

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Best of Both Worlds When Spa Meets Traditional Medicine B Y M A E M A Ñ AC A P - J O H N S O N

Tell-Tale Signs of Employee Burnout B Y M A E M A Ñ AC A P - J O H N S O N

Mak ing Spas Pet-Friendly

The Art of Employee Engagement

B Y M A E M A Ñ AC A P - J O H N S O N

BY MAE MAÑACAPJOHNSON

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Six Simple Strategies That Reap Real Rewards B Y L I S A RYA N

pulse.experienceispa.com 16 24

IN EVERY ISSUE 2 6 14 16

From Your Chairman Pulse Preview Pulse Points Member Profile: Sanadome Hotel & Spa Nijmegen • Standing Out in a Crowded Market BY ANDREW DEWSON

Conversations: Dr. Amy Johnson Author of The Little Book of BIG Change: The No-Willpower Approach to Breaking Any Habit BY MAE MAÑACAP-JOHNSON

SEE + BE SEEN A Day in the Life: Heidi Burkhart CEO, Saxon/Hart

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Product Spotlight

End Notes

BY MAE MAÑACAP-JOHNSON

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Member News BY TARA SALAH ELDIN & BRIANA LEE

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ISPA Foundation Success Stories: Dr. Paul Evans Mammagard Operations LLC

Ask the Expert: Scott Anthony Innosight Managing Partner

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ISPA News and ISPA Calendar

Social Connections: François Poucet Managing Member L’Essence Des Notes

ISPA Snapshot Survey

ABOUT THE COVER

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Who's ready for some doggy love? A tie-in to one of this issue's main features "Making Spas PetFriendly," the cover highlights how spas continue to see the value of becoming pet-friendly and how they are elevating their level of customer service by catering to a growing number of pet-loving guests. COVER PHOTO © SHUTTERSTOCK

PULSE POINTS

RESEARCH:

Meditation Can Significantly Change the Brain

n a study entitled “Meditation Experience is Associated with Increased Cortical Thickness,” researchers discovered that meditation does not only help to reduce stress, but can also change the brain’s gray matter, a major part of the central nervous system that is associated with memory and processing information. Research participants were asked to take part in an eightweek Mindfulness-Based Stress Reduction program. Using MRIs, the brain activities of the participants were measured before and after the program. According to Dr. Sara Lazar, one of the research authors and a neuroscientist at Massachusetts General Hospital as well as professor at Harvard Medical School, research data showed that, after eight weeks of meditation, meditators have an

increased amount of gray matter in four regions of the brain, namely: 1. Posterior cingulate – involved in mind-wandering and self-relevance 2. Left hippocampus – in learning, cognition, memory and emotional regulation 3. Temporo parietal junction (TPJ) – associated with perspective-taking, empathy and compassion 4. Pons – an area of the brain stem where regulatory neurotransmitters are produced In addition, the research further discovered that the amygdala, the fight or flight part of the brain which is important for anxiety, fear and stress, decreased in size among participants who went through the mindfulness-based stress reduction program.

FOR MORE about the amazing plasticity of the brain and how to help improve your guests’ brain health, read “State of Mind” on page 34.

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Millennials Soon to Become Largest Pet-Owning Generation o you want to attract millennials into your spa? You may want to reconsider your no-pet policy. According to Stifel Equity Research, millennials will not only make up almost half of the workforce by 2020, they will also soon surpass baby boomers as the largest pet-owning generation. Thus, if you intend to attract millennials into your spas, inviting their furry friends may prove to be a good strategy for your business. Millennials are also likely drawn to work for companies that are pet-friendly or those that support and give back to animal welfare organizations. According to a 2015 Society for Human Resource Management survey, eight percent of workplaces now allow employees to bring their furry loved ones to work, up from five percent in 2013. The same survey found nine percent of companies, such as Google, offered pet health insurance to employees. There’s a practical reason behind some companies’ approval to bring pets to work. In a study conducted at Replacements, Ltd. in North Carolina, researchers at Virginia Commonwealth University found that nearly half of research participants who brought their dogs in reported increased productivity, while 25 percent said dogs positively affected their productivity.

Attracting millennials to the spa may soon mean catering to their need for a pet-friendly environment.

FIND OUT HOW you can make your spa or business welcoming to pet owners and their furry friends. Read “Making Spas Pet-Friendly” on page 48.

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MEMBER PROFILE

SANADOME HOTEL & SPA NIJMEGEN

Standing Out in a Crowded Market BY ANDREW DEWSON

t’s a perpetual business dilemma— how to stand out against the competition. A difficult and important enough dilemma if your business location is far from the madding crowd. But what if your business location is in one of the most densely populated nations on earth? For Sanadome Hotel & Spa, based in Nijmegen in the Netherlands, which has an estimated 16.9 million population as of November 2015, 16

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the answer is in providing outstanding service and adapting to the needs of modern spa guests. Visitors flock to the Netherlands for many reasons. It is a nation with a unique artistic and architectural heritage, the home country of Van Gogh, Vermeer and Van Dyke, while its distinct cultural identity includes the famous tulip fields and windmills. It has also been a global center of commerce and discovery since

the middle ages—when its spa culture first began to take root.

Spa Tradition Nijmegen’s spa tradition may in fact be much older. It is the oldest city in the Netherlands, founded by Roman soldiers approximately 2,000 years ago as a strategic military outpost to combat Germanic tribes. The Romans loved their baths and massages.

For Sanadome Hotel & Spa Nijmegen, its location, just one hour away from Amsterdam, means catering to a competitive local market that is both discerning and traditional, as well as an international client base that expects the very best in accommodation, treatment and facilities. Joost den Bieman, general manager at Sanadome, says that growth in the spa market has made quality and service its highest priority. “The amount of spa and wellness companies in our country has grown tremendously since 2008, resulting in overcapacity. By following the right vision, continuing to provide quality and an ambitious look at the needs of our guests, we’re still a leading spa and wellness company in the Netherlands.” Marketing Director Pim de Vries says Sanadome’s philosophy helps it to stand out. “It’s very tempting to do everything online but it’s important to combine old

media with new media,” he says. “I believe that ‘old school’ still works for us. For example, we still create a physical magazine for our loyal guests, which not many spas are willing to spend the money on these days. It makes us visible in a way that can be lost in modern day social media communication. Being a company that lets its customers know that we are in tune with ecological issues, such as bee population decline, allows us to create campaigns that speak directly to the concerns that many people in our local market share.”

Customer Demands An experience shared by many other spas over the last decade is the dramatic changes in the needs of Sanadome’s customers. The Netherlands, like so many developed nations, has experienced an explosion in the number of adults (and children) with obesity

issues, resulting in greater demands for health and exercise options. The use of Sanadome’s Health Club, fitted out with a full range of modern exercise equipment, is free to all hotel guests and the hotel’s qualified staff can also provide fitness and diet guidance. There is a clear (and obvious) link between changing diets and obesity. Unusually, the kitchens at Sanadome are run by chefs who are also all fully qualified nutritionists. “We offer our guests balanced cuisine during their stay,” says den Bieman, “which is part of our goal of bringing guests back to equilibrium of body and mind.” From a business perspective, paying careful attention to health issues can also be a winning strategy. Governments, and perhaps even more importantly, insurance companies, want to encourage their population and customers to live a healthier lifestyle and to include better eating choices in their diets. For Sanadome, it’s all part of “preventive relaxation.” Den Bieman explains: “There is a clear benefit of healthy employees to all businesses— less absence through sickness and lower May 2016

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MEMBER PROFILE

JOOST DEN BIEMAN General Manager • Sanadome Hotel & Spa Nijmegen • Nijmegen, Netherlands

“We offer our guests balanced cuisine during their stay, which is part of our goal of bringing guests back to equilibrium of body and mind.” medical expenses. For our customers, it means using our total product as a resource for aging with vigor and fun.”

Signature Touches The hotel, which offers 106 luxury rooms including 10 superior suites, almost all with balconies overlooking a central courtyard, first opened its doors in 1995. “Our facilities have a high level of luxury, but comfort, accessibility, and easy-to-use facilities are just as important,” says den Bieman. Its Asian-

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inspired cuisine, available in four on-site restaurants, includes as much locally grown and organic produce as possible on its always-evolving menus. Executive chef Albert van Rheede even acts as Sanadome’s in-house beekeeper, caring for the hives and harvesting the honey and wax that are so in-demand as spa kitchen and product ingredients. No spa is complete without its very own signature treatment. At Sanadome, guests can enjoy a special relaxation massage experience, an anti-stress treatment designed to take into account the pressures of modern life. Steady, repetitive, light pressure from an experienced therapist results in a light trance and superior relaxation.

Standing out in a crowded market space requires thinking outside the box: Sanadome has managed to separate itself by the quality of its accommodation, its progressive diet and food offerings and by virtue of its extensive salt and fresh water pools. The pools, fully equipped to cater for customers with physical disabilities, helps Sanadome to effectively market itself as a specialty spa catering to improving the lives of guests suffering from rheumatism, arthritis, osteoarthritis and fibromyalgia. Swimwear is compulsory for spa and hotel guests—it is always worth checking in advance in European spas if this is the case.

Smart Marketing The final piece in the puzzle is marketing. Most importantly, Sanadome recognizes how a rapidly-changing world of social media has changed the way its spa guests communicate and that it must do the same if it is going to stay ahead. “The communications landscape has changed enormously over the past decade,” says den Bieman. He also recognizes the need to give back and to partner with groups whose main aim is not necessarily profit. “We strongly believe in partnerships, with a common purpose to achieve marketing success for both parties. We work with partners that have no commercial goals in the spa industry, but share the same values. It is also important that the partner is a strong brand in its own sector.”

Sanadome is an official European Union-sanctioned Eco-Label hotel, which de Vries believes is another crucial marketing tool. “We are going a bit further than most of our competition. This is the way we do business. Costs are important, of course, but using sustainable practices and giving producers and farmers a fair deal is also a high priority for us.” One thing that never changes in the spa industry is the need to change. By constantly reviewing its menus and listening to what its customer want, Sanadome has maintained a rich blend of local customers seeking traditional Dutch treatments along with an international clientele seeking cutting-edge treatments and the highest-quality resort spa facilities. It’s a recipe that should

work to keep one step ahead of the competition. If that approach works in a country where the population and the competition is as concentrated as it is in the Netherlands, there is no reason why it should not work anywhere else. n

ABOUT THE SPA Square footage: 5,000 Number of treatment rooms: 23 Number of spa staff: 80 (40 fulltime staff) Guest ratio percentage (female vs. male): 60 vs. 40 Signature treatment: Anti-stress massage Product lines used: Thalgo, OPI, Lookx, Epionce Address: Weg door Jonkerbos 90 6532 SZ Nijmegen, Netherlands Phone: +31 (0) 24 359 72 80 Email: info@sanadome.nl Website: sanadome.nl

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MEMBER NEWS B Y TA R A S A L A H E L D I N A N D B R I A N A L E E

THE SPA SHIFT Announcements marking spa industry players on the move. ●

Nate Hardesty, based in Washington, D.C., has been appointed Regional Vice President, Sales of Hyatt Hotels Corporation. Patrick J. Grismer has been named Chief Financial Officer at Hyatt Hotels Corporation in Chicago and Christopher Finelli has been appointed Regional Vice President, Sales in Chicago.

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Sue Adkins—a 17-year veteran at Miraval Resort & Spa in Tucson, Arizona—has been named Vice President, Program Development of the Miraval Group.

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ISPA Board member Ella Stimpson has been promoted to Director of Spa, Fitness and Racquet Sports at The Spa at Sea Island in Georgia.

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San Diego-based company FIT Bodywrap has promoted Skylar Burnworth to Business Development Manager.

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Nemacolin Woodlands Resort & Spa in Farmington, Pennsylvania has appointed Ben Campsey as Chief Financial Officer.

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ISPA Board Member Todd Hewitt has been named Corporate Spa Director for Shangri-La Hotels and Resorts based in Hong Kong.

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Kristin Sabin, who previously managed Phytomer Group Brands’ Southwest region accounts, is now a Regional Account Manager for the Northwest region.

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David Mariotti has been named General Manager at One Ocean Resort Hotel and Spa in Atlantic Beach, Florida.

Nate Hardesty

Patrick J. Grismer

Sue Adkins

Ella Stimpson

Ben Campsey

Todd Hewitt

Christopher Finelli

Skylar Burnworth

Kristin Sabin

David Mariotti

OPEN FOR BUSINESS 1. Hiatus Spa + Retreat, based in Dallas, Texas has announced its plans to open a fourth Texas location in San Antonio. The 5,000-square-foot day spa plans to open its new location early this summer.

2. The Spa at Griffin Gate in Lexington, Kentucky has completed 1

the restoration of its 19th century mansion event space.

3. SpaTerre at Little Palm Island Resort & Spa on Little Torch Key, 3

Florida has unveiled its multimillion-dollar revitalization, which includes a resurfaced pool, redesigned crushed seashell walkways, enriched landscaping and upgraded suites.

4. Austin, Texas-based Spa Réveil has completed the addition of a second couple’s suite and the expansion of its nail lounge. The expanded nail lounge can now accommodate larger groups and parties while the new couple’s suite offers spa services in a romantic setting. 22

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BRILLIANT IDEA 1. jane iredale has announced the release of an iPad app now available for download. The jane iredale Makeup Mirror app allows users to virtually try on shades of makeup using their finger like a brush. Users can then save, email or share their makeover results and can opt to have the products added to their janeiredale.com shopping cart.

2. Starwood Hotels & Resorts Worldwide Inc. has announced a partnership between Westin Hotels & 2

Resorts and FitStar by FitBit to offer guests a free 30-day trial of FitStar Premium, which enables travelers to maintain their fitness routines. FitStar offers personalized video workouts, which can be combined with the hotel’s RunWESTIN program. The program provides three- and five-mile running routes in partnership with NewBalance.

MEMBER UPDATES 1. Performance Health has introduced the Performance Health Academy, a content-rich resource providing research, trends and articles targeted primarily to physical therapists, chiropractors, massage therapists, athletic trainers and occupational therapists.

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2. New York-based Gurney’s Montauk Resort and Seawater Spa had purchased its neighboring property, The Panoramic View Resort, to create a single hotel and spa complex.

3. The St. Regis Monarch Beach will open a Miraval Life in Balance Spa, which will be managed both by St. Regis management and the Miraval Group. The spa will have 24 treatment rooms and amenities that include yoga, nail salon and café.

4. Spas at the Mandarin Oriental Guangzhou, Hong Kong, and Grand Lapa Macau offered a series of one-to-one face readings, talks and workshops featuring face reader Eric Standop.

IN MEMORIAM With a heavy heart, the spa community mourns the loss of many radiant souls who have left this world but whose lives will never be forgotten. SAM BEALL, proprietor of Blackberry Farm, may have gone too

soon but his inspiring legacy will live on. Beall—who lived life to the fullest each day—was the driving force behind the multi-awarded property in Walland, Tennessee. Beall’s wife, Mary Celeste, will take over the reins as proprietor of Blackberry Farm to help carry on Beall’s vision, commitment and leadership. CHARLENE FLORIAN, daughter of Kerstin Florian and VP of

Corporate Creative Development of Kerstin Florian International, will forever be a radiant light to those she touched. Although she will be missed for her loving spirit, the spa community takes refuge in knowing that she will be walking through the light in the company of her late father, Wayne.

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CONVERSATIONS WITH DR. AMY JOHNSON

What leads us to form habits? What goes inside the brain during the habit-formation process? And more importantly, how can we break the destructive habits that could lead us to failures or poor life decisions?

DR. AMY JOHNSON—psychologist and author of The Little Book of BIG Change: The No-Willpower Approach to Breaking Any Habit (New Harbinger Publications, 2016)—offers ways to understand urges and embrace insights in order to change behaviors.

PULSE: Your book title is interesting. Can you expound more on what you mean by “the nowillpower approach” to breaking any habit? Dr. Amy Johnson: This approach is about insight—seeing something from within that changes our understanding of ourselves and our habits. Willpower, on the other hand, is about changing our behavior first; trying to do things differently and hoping the new behaviors stick. Willpower is doing without seeing, which is why it’s hard and rarely leads to deep or permanent change.

P: What leads us to form destructive habits? J: Habits are born out of an attempt to feel better; to get closer to “home.” Home base for all humans is peace and wellness. So when we aren’t there (and we humans are often not there!) we do what occurs to us from our current understanding to feel better. When a smoker or compulsive eater or obsessive smartphone checker starts to get away from home base (i.e., not feel so great), their brain gives them a solution that numbs their discomfort a bit — smoke, eat, or check their phone. Those actions reduce their discomfort a bit and a habit is formed.

P: You talked a lot about how the brain works in the habit-formation process. Can you share some scientific insights on this topic? J: Habits are very sticky because they work when it comes to feeling better in the moment. Of course they create problems and far more pain for us in the long-term, but they absolutely work to help us feel comforted in the moment. Your brain is a very smart machine and it wants you to feel better—it notices 24

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when you’re feeling badly and then, you take a drink, for example, and suddenly feel a bit better. The part of the brain from which habits operate (referred to as the lower brain in the book) is the same part of the brain responsible for fight or flight and your basic survival. Your habit and your survival get a little confused—what starts as a simple action that produces some happy neurochemicals can quickly begin to look like a matter of life or death to your lower brain. Anyone who has been in the grips of a strong habit can attest to the fact that urges can absolutely feel like a matter of life or death even though we all logically know they aren’t.

P: You wrote in your book that “insights” changes behavior? What do you mean by this? J: In terms of our moment-to-moment behavior, we all do what occurs to us to do from the thoughts and understanding about life we have in that very moment. When we don’t see or understand much, our options are limited. Our behaviors will be what occurs to us to do from that particular view of the world. But when we insightfully see things differently, new behaviors and ways of being become available to us. Our behavior naturally changes as a result. Our understanding is a little like being on a glass elevator. If you’re stuck on the bottom floor, you can only see so much. Your behavior is limited by what you see. But as you understand more and more about yourself, life, your habit, it’s like rising up to the upper floors on that elevator. From the top floor of a glass elevator, you see a very different reality than from the basement floor. The behaviors and options available to you from that place are very different.

B Y M A E M A Ñ AC A P - J O H N S O N

To give a very simple example, imagine going back to 7th grade. Chances are, if you went back to 7th grade now, as an adult, you’d behave quite differently than you did when you were 13 years old and in 7th grade for the first time. You see life differently now. It didn’t take willpower or explicit behavioral change strategies—you didn’t have to pull out any tools or take lessons on how to act differently in 7th grade. You simply see life and yourself in a very different way now than you did when you were 13, so your behaviors would naturally be different.

P: How important is it to learn about the power of personal urges in order to better understand habit formation? J: I wouldn’t call urges “personal”—they are quite impersonal, actually. An urge is just your brain sending the message that you should do your habit so that you can feel better. Urges are a healthy brain trying its best to help you out. When people come to really see that as strong, hijacking and personal an urge might feel, it’s actually just a fleeting, impersonal, well-meaning signal from your brain that goes away on its own, everything begins to change. The habit has no more power.

P: You mentioned that, although willpower can be a tool to break a habit, it is the wrong tool to use. Why do you say this and which tool should we use then? J: Willpower is changing behavior from the outside-in. It’s us deciding to do things differently from our current understanding. It’s often an uphill battle because—to return to the example above—it’s like being on the bottom floor of the elevator with the limited vision we have there, and trying to do things that people on the top floor tell us to do. It’s like trying to do 7th grade differently when you’re 13 and still in 7th grade. It’s not natural and so it rarely works. When it does work, the change rarely sticks. Most tools are outside-in in that way—we can all apply some rule to our behavior, but what happens when the tool no longer works or when it’s not available? Insight changes you from the inside-out so that you don’t have to rely on Band-aidlike tools and techniques.

P: You talked about the power of pauses. How critical is our ability to pause in making the right decisions? J: When we come to insightfully see that human experience

flows through us and that it’s not “ours,” it is not personal or meaningful, and it’s always changing, we are a bit removed from it. There is a space there. In that space, we’re able to pause and we get to make our own decisions rather than have our lower brain lead us around, making habitual decisions for us. That space is gold when it comes to ending habits. n

PERSONAL SIDE NOTES Book you are currently reading: Always Already Free (Discovering the Natural Wakefulness That We Were Born With) by Enza Vita App you use most often: My local yoga studio has an app where I can schedule classes ahead of time, and see which teachers are teaching and which workshops are coming up. I’m on there a lot. Way you live the spa lifestyle: I prioritize my daily yoga practice above everything, next to my family. The one habit you’d like to break: I’d like to be more in the moment and think less about the future. I’m staying open to insights around this. Hotel amenity on your musthave list: A clean bed. I’m very low maintenance.

WHAT CAN WE DO to break addictive habits? Click here to read more of Johnson’s expert insights. Plus, for more about the book, visit newharbinger.com.

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Best Both Worlds OF

When Spa Meets Traditional Medicine

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t’s a marriage that has long been predicted: the union of spa and traditional medicine. Pulse, in its October 2010 issue, forecasted the integration of spa and traditional medicine as one of the game-changing trends that could redefine the spa and medical landscape of the future. Fast-forward to today and this forecast has turned into a reality with the groundBY MAE breaking partnership MAÑACAPJOHNSON between Mayo Clinic and Mandarin Oriental. The collaboration inspired the launch of the Mayo Clinic Healthy Living Program at Mandarin Oriental, Bodrum in January this year. The program combined the researchbased medical expertise of Mayo Clinic with Mandarin Oriental’s signature treatments and therapies.

“Mandarin Oriental Hotel Group believes that travelers are looking for more robust wellness experiences. Working with the world-renown expertise of Mayo Clinic helps the group deliver this in a way that upholds the authenticity and quality that the brand is known for.” JEREMY MCCARTHY Group Director of Spa • Mandarin Oriental Hotel Group • Causeway Bay, Hong Kong

The Birth of an Idea The seed of the idea was first planted at the 2014 ISPA Conference & Expo. At the event, a casual conversation among Spa & Club Ideations LLC Chief Operating Officer Jeff Kohl, Mandarin Oriental Hotel Group Director of Spa Jeremy McCarthy and ISPA Medical Director Dr. Brent Bauer sparked discussions of a new type of spa offering that focused on wellness for the growing number of health-conscious travelers. The timing of the conversation was perfect. At the time, Mandarin Oriental was exploring options for enhancing its wellness offerings, while Mayo Clinic was looking for channels through which to deliver its medical expertise and educate the global population on issues related to health and wellbeing. Recognizing the synergistic opportunities that existed with the relationship—and the potential for satisfying an unmet market need—the team began exploring options for co-developing an on-site wellness program. “This collaboration represents a new paradigm in the hospitality and medical industries. For the first time, a leading academic medical center has entered into a strategic relationship with a premier hotel brand to approach the market with a joint vision for ‘preventive wellness,’” says Kohl. McCarthy agrees. “The complementary nature of Mandarin Oriental’s holistic spa approach and Mayo Clinic’s wellness philosophy will serve to make the guest experience more meaningful, memorable, and effective for improved long-term health.” Mutual Benefits From a branding standpoint, the Mandarin Oriental and Mayo Clinic partnership is a strategic collaboration. As two well-reputed international brands, the joint venture between Mandarin Oriental and Mayo Clinic ensures that both brands are able to deliver a menu of healthy lifestyle products and services that aim to reach the health-conscious traveling consumer through a “destination wellness” concept. According to Kohl, the Healthy Living Program at Mandarin Oriental, Bodrum offers guests a choice of tailor-made experiences—from one-day assessments to five-day retreats, as well as á la carte services, that will benefit all guests by giving May 2016

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them practical, personalized and evidence-based guidance for living a healthier life. “Mandarin Oriental Hotel Group believes that travelers are looking for more robust wellness experiences. Working with the world-renown expertise of Mayo Clinic helps the group deliver this in a way that upholds the authenticity and quality that the brand is known for,” says McCarthy. In addition, Kohl says “the strategic relationship also provides a channel through which Mayo Clinic can reach an

international population that may be less familiar with its broad, deep medical expertise, building on its already favorable reputation and fulfilling its moral obligation to share its knowledge with the world so that people everywhere can live healthier, live better, and live longer.” Overcoming Challenges Like in any type of partnership, there were a few initial hurdles to jump through. “The most significant challenge was getting better acquainted with each other’s industry nuances. Learning about

“This collaboration represents a new paradigm in the hospitality and medical industries. For the first time, a leading academic medical center has entered into a strategic relationship with a premier hotel brand to approach the market with a joint vision for ‘preventive wellness.’”

JEFF KOHL Chief Operating Officer • Spa & Club Ideations LLC • Las Vegas, Nevada

and embracing each other’s operational, cultural, and social attributes was critical to success,” says Kohl. “Though each entity offers complementary services to complete the other’s product and service portfolio, getting to know the intricacies of each entity’s way of doing business required a substantial investment on the part of both teams.” Perhaps one of the most challenging components of the partnership was looking at every little detail. According to both Kohl and McCarthy, bringing together all the “moving parts”—which required input from multiple departments in each institution—proved to be complicated. Participation by department representatives from legal, finance, supply chain management, human resources, IT, operations, marketing, etc., was necessary in order for the joint venture to succeed. (CONTINUED ON PAGE 30)

Fitness room at the Dan Abraham Healthy Living Center on the Mayo Clinic Campus in Rochester, Minnesota.

Criteria Categories According to McCarthy and Kohl, for the program to be successful, each organization’s team should understand that alignment within the seven criteria categories was critical. By adhering to the criteria below, guests benefit from a more memorable experience and enhanced well-being. l l l

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Commitment to quality Dedication to best-in-class service Philosophical likemindedness

l l l l

Shared vision and goals Spirit of innovation Outcomes-focused Brand strength

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BEST OF BOTH WORLDS (CONTINUED FROM PAGE 28)

How to Partner with Reputable Medical Health Institutions Based on their collaboration experience, Kohl and McCarthy offer five things to consider when exploring a partnership between spa and medical health institutions: The scenic views at the Mandarin Oriental, Bodrum serves as the perfect backdrop for its Healthy Living Program partnership with Mayo Clinic.

“This extraordinary level of collaboration was the result of a collegial mutual respect that developed between team members committed to a single vision: improving the health and well-being of guests by providing an evidence-based experience that is steeped in quality,” says McCarthy. Sustainable Strategy Both Kohl and McCarthy agree that creating a sustainable strategy is vital to the partnership’s success. Both spa leaders pointed out that the strategy to ensure that the collaboration was both sustainable and successful revolved around two key initiatives. First, it was essential to continually monitor the guest experience and measure its effectiveness. “By giving guests a feedback loop mechanism, we are able to incorporate their input on an ongoing basis to improve the program,” Kohl says. The key to long-term success is an equally focused commitment to growing and evolving the program. “By evaluating the guest experience, monitoring industry trends and conducting research, we can develop new programs and 30

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services to meet the needs of the increasingly sophisticated traveler. It is only by keeping the program fresh that we will keep it relevant to those we aim to reach,” McCarthy says. On top of this, a robust media strategy with proactive outreach to journalists in multiple cities was at the core of the marketing plan. Journalists were also invited to visit the property, tour the facility and interact with program staff. Additional marketing initiatives included press releases, utilization of Mandarin and Mayo Clinic social media channels, in-room promotional materials, and outreach to local travel agents. In many ways, the partnership was not simply a successful business venture by two highly respected brands, but more importantly, for the spa industry, it represented a groundbreaking collaborative model that promises to bring the best of both worlds. n

Define the desired outcome of the initiative. Without identifying agreed-upon goals and metrics, evaluating its impact is elusive at best. Decide which organization may be the best fit for collaboration: philosophically, culturally, financially, and from a brand perspective. Determine if the experience of the collaborating entity aligns with your organization’s vision and fills identified product/service offering gaps to deliver the desired program. Develop integrated programs that combine the strengths of both partners in a seamless way. Delineate the scope of the program at the outset with the understanding that it will continue to evolve.

HOW DOES THE Mandarin Oriental and Mayo Clinic partnership help change the way spas and mainstream medical health institutions collaborate to create personalized health programs? Click here to read more insights.

SEE + BE SEEN

FIGHTING HUNGER. At its grand reopening, The Spa at The Breakers located at Palm Beach, Florida, partnered with FEED bags to provide 29,000 meals to adults and children nationally. The spa was inspired to partner with FEED after learning about it at the 2015 ISPA Conference & Expo.

The Spa at The Breakers Director of Spa Operations Amy Retay with Sylvia Sepielli.

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IN MEMORY OF LORI. The spa community gathered in Sonoma, California to celebrate and honor the life of former ISPA Board member and spa veteran Lori Hutchinson. #lovetolori

PSYCHIC READING. Located in Montgomery, Texas, Deer Lake Lodge Spa hosted medium and psychic Armand Egidi for a two-day workshop, personal consultation and readings. Held in conjunction with Deer Lake Lodge Spaâ&#x20AC;&#x2122;s regular health and cleansing program, the workshops gave guests the opportunity to learn about the art of mediation.

LEARNING CENTER. Guests and team members of Virginia-based Universal Companies attended the grand opening of a first-of-a-kind Wellness & Beauty Learning Center. Located in Torrance, California, the 6,700-square-foot facility will serve as venue where a broad range of wellness and beauty professionals may attend classes and on-site training.

MODERN GRAPHIC. CND unveiled their new collection of handcrafted nail designs at the Libertine’s Fall/Winter 2016 Show at Skylight Clarkson Square in New York. On the runway, models wore nails that featured graphic elements of modernism with sculptural extravagance in vibrant and animated colors. FROM PARIS WITH LOVE. L'Essence des Notes, a French artisan fragrance brand, was officially launched in the U.S. market. Held at the Vagabond Hotel in Miami, the launch was attended by L’Essence Des Notes CEO and Founder Huong Mangin, who came all the way from Paris to celebrate the milestone event with staff members, guests and invited members of the press.

OFF THE PAGE. Apparel brand M by Mind in Motion was seen on the pages of the book Strong Looks Better Naked by Khloe Kardashian, who wore the brand’s Breathe zip pocket hoodie.

L'Essence des Notes Managing Member and Verifrench CEO François Poucet, Huong Mangin and Verifrench Market Development Manager (U.S. Market) Evelyn Miller.

WANT TO BE SEEN IN PULSE? Send your post-event news and photos to ispa@ispastaff.com and find yourself on the pages of a future issue of Pulse magazine.

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n the spa lifestyle, the mind—along with body and spirit—is one of the three pillars that make up a picture of complete health. Without a sound mind, there can never be true wellbeing. While spa professionals need to be cautious to leave the act of treating and diagnosing mental health disorder to medical experts, spa professionals can help educate guests on proper nutrition and lifestyle changes that could promote better cognitive functions. “It is essential that from the moment a guest arrives, and throughout their stay, spa professionals are alert to the critical importance of addressing both mental and physical health and wellness,” says Dr. Pamela Peeke, assistant professor of medicine, Pew Foundation Scholar in Nutrition and Metabolism at the University of Maryland’s Department of Integrative Medicine.

STATE OF

MIND-BODY CONNECTION

Improving Mental Health

BY MAE MAÑACAPJOHNSON

Dr. Peeke, who was a speaker at the 2015 ISPA Conference & Expo, stresses the need for spa professionals to provide opportunities for guests to improve their mental health because today’s spa guests are more aware of the interconnection of mind and body. “We have finally forsaken the notion that mind and body should be managed as separate entities. Science has proven the existence of a single being, the mind-body, and its countless intricate interconnections, including hormone receptors and nervous system pathways,” she says. As scientific proof, she states that many people are unaware that 90 percent of the moodmodulator serotonin is secreted in the gut. “Chronic stress and poor nutrition are two factors that can decrease the gastrointestinal tract’s ability to secrete optimal levels of this essential body chemical. Every spa service or product presents a golden opportunity to teach the guest how they can optimize their mental and physical health,” Dr. Peeke says.

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Kurotel - Longevity Medical Center and Spa uses the latest science to provide its guests wellness programs designed to improve the overall health of their mind and body.

Leigh Weinraub, founder of spa apparel brand M by Mind in Motion, believes that learning how to achieve an ideal state of mental health requires cognitive and emotional training—and spas can be one of the most effective places to do this. “Countless people around the world are dealing with high levels of stress, exhaustion and conflict,” says Weinraub, who received her master’s degree in counseling psychology at the Northwestern University. “If the spa experience is going to optimize the impact on a guest’s life, it must provide services that address the clarity of the mind and tuning of the body. Learning how to conquer mental ‘demons’ and quiet the mind must become an aspect of spa.” SCIENTIFIC EVIDENCE Kendra Rice, director of spa & health club at Trump International Hotel & Tower in Chicago, Illinois, thinks that, with more scientific evidence unfolding on the benefits that spa treatments offer to the mind and body, spa guests are starting to see the spa as a place of wellness. “Our main focus is the wellness and health of our guests and providing services that put their mind and body in a better place than where they were when they came in,” she says. Yoga, for instance, has been known through medical research to help decrease the stress hormone called cortisol, even hours after a session. “Both yoga and meditation are the subjects of ongoing scientific research. We now have a much deeper understanding of the relationship between each practice and its often profound health benefits,” Dr. Peeke says. She further points to a report published on hindawi.com that summarizes the current evidence on the effects of yoga interventions on various components of mental and physical health. “There are randomized clinical trials indicating 36

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“According to the World Health Organization, one in four people in the world will be affected by mental or neurological disorders at some point in their lives, including anxiety and depression.”

beneficial effects of yoga on pain-associated disability and mental health, including post-traumatic stress,” she states. In another study entitled Meditative Therapies for Reducing Anxiety: A Systematic Review and Meta-Analysis of Randomized Controlled Trials, it concluded that there was some demonstrated “efficacy of meditative therapies in reducing anxiety symptoms, which has important clinical implications for applying meditative techniques in treating anxiety.” The report, however, stressed that “most studies measured only improvement in anxiety symptoms, but not anxiety disorders as clinically diagnose.” In a recent study published in Biological Psychiatry, researchers used brain scans to show that people who practice mindfulness meditation had more activity and communication in the parts of their brains that control stress. Furthermore, the meditators had lower blood levels of a marker of inflammation. MENTAL HEALTH OFFERINGS Yoga and meditation are not the only ways spas can help encourage better mental health. “Eco-psychologists have shown that a simple hike through nature can elevate mood and stress resilience,” Dr. Peeke says. In addition, the use of aromatherapy has also been known to improve one’s mental outlook and mood through scents. Trump International, for instance, offers treatments and products like aromatherapy oils and diffusers, heat neck wraps and Thai and aromatherapy massage to guests needing to quiet their minds. “We also teach aromatherapy and candle light yoga, which is unique to our property and assists in meditation and healing,” Rice says. “We have also introduced a spa cuisine (CONTINUED ON PAGE 38)

STATE OF MIND (CONTINUED FROM PAGE 36)

“What a person wears affects how one feels, and ultimately, how one behaves. How we dress becomes our mood. Our mood becomes our karma.” menu with foods based around mental health and wellness for our guests to enjoy. We have an amazing membership-based fitness center that we introduce our clients to because a good workout is proven to increase mental health and awareness and release endorphins.” As for Weinraub, she thinks products that inspire positivity could be a therapeutic tool. “We all need reminders of inspiration in order to practice them consistently. The innovation of M by Mind In Motion WORDrobe was deliberately designed to inspire people to commit to self- improvement and mastery,” she says. “What a person wears affects how one feels and, ultimately, how one behaves. How we dress becomes our mood. Our mood becomes our karma.” Massage is another form of therapy that could help promote mental health—and there’s a growing science that backs up this claim. “The good news is that there is a growing literature of peerreviewed studies showing the health benefits associated with massage therapy,” Dr. Peeke says. For example, research published on pubmed.gov, indicated that “women with stage 1 and 2 breast cancer benefited from regular massage therapy to reduce depression, anxiety and anger while enhancing dopamine, serotonin and immune function.” At Kurotel - Longevity Medical Center and Spa in Gramado, Brazil, Dr. Mariela Silveira says the spa offers comprehensive care, including medical and cognitive behavior daily support, physical exercise, water treatments (at its Kneipp Hydrotherapy Complex), relaxation section (at its Stress Management Center), yoga, meditation (mindfulness), quality food, and social and group activities. The spa is also actively involved with Global Wellness Day, with Kurotel founder, Dr. Silveira, and daughter, Rochele, serving as ambassadors in Brazil. In the past eight years, Dr. Silveira has been in the forefront of educating the public on the benefits of meditation through the nonprofit organization Mente Viva (Live Mind) NGO. The organization brings the practice of meditation to children in participating public and private schools in Brazil. 38

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EDUCATION, NOT DIAGNOSIS Dr. Silveira believes that it’s important to educate guests on M by Mind in Motion's WORDrobe inspires wearers ways to improve mental health to be in the moment. because a number of people may be affected by anxiety, a feeling of emotional or physical burnout and depression. “According to the World Health Organization, one in four people in the world will be affected by mental or neurological disorders at some point in their lives, including anxiety and depression. Around 450 million people currently suffer from such conditions, placing mental disorders among the leading causes of ill-health and disability worldwide,” Dr. Silveira says. “Therefore, it is important that all health places, spas included, are aware of these conditions. For instance, people who may call themselves stressed and tired who go to a spa may sometimes be experiencing more than that. Some conditions can be caused from alcohol intoxication, addiction to drugs, hormonal problems such as hypothyroidism, sleep apnea, metabolic and altered nutritional factors such as low blood ferritin, low vitamin D and B12 in the blood, and many other causes.” (CONTINUED ON PAGE 40)

The Truth About Depression There are many myths about depression. So what’s the truth? Dr. Peeke debunks some of the common myths surrounding this mental disorder. MYTH: Depression is not a real medical problem. MYTH: Depression will just go away on its own. FACT: Depression is a real and serious condition. The medical FACT: If an individual truly has depression, you cannot will it

community has acknowledged the seriousness of depression and recognizes it as a disease. We also know that genetic and biological factors play a significant role in the development of this disease. And, it can have both emotional and physical symptoms and make life very difficult for those who have it.

MYTH:

Depression is something that strong people can “snap out of” by thinking positively.

to go away. Ignoring it will often cause it to worsen over time. This can be weeks, months, even years. Depression can lead to suicide, the third leading cause of death for 18 to 24 year olds, reinforcing the importance of seeking treatment. The good news is that most people do get better with treatment. The World Health Organization reported that 60 to 80 percent of individuals positively respond to a combination of medication and psychotherapy treatments.

FACT:

You cannot sleep off depression, nor can you assume you can flip some mythical switch and instantly elevate your mood. There is no “snapping” out of any medical condition, any more than someone snapping out of heart disease, cancer or diabetes. Depression and mental health problems are not caused by lack of positivity, weakness or laziness. They are serious health problems resulting from changes in brain structure or function due to environmental and biological factors.

MYTH: Depression only happens when something negative happens in your life, such as a breakup, the death of a loved one, or not getting the job promotion. FACT: Everyone has ups and downs in life and as a result may feel appropriately sad for some period of time. However, depression is different. You don’t need a bad event to precipitate depression. It can appear at random, even when things seem to be going well. Prolonged periods of feeling helpless, hopeless and defeated, in association with apathy and disconnection from people and activities around you, are indicative of depression. MYTH: Medication is the only way to treat depression. FACT: Research conducted by the National Institute of Mental Health has shown that in addition to some form of talk therapy (e.g. cognitive behavioral therapy, dialectical behavior therapy), people suffering with depression can take advantage of a whole spectrum of wonderful therapeutic modalities that can be used in a comprehensive program to treat depression and related mental health conditions. Experiential therapy, art and music therapy, massage therapy, nature adventures, spiritual endeavors, meditation, physical activities of all kinds including mind-body modalities such as yoga and marital arts, are some examples of this ever-expanding field of therapeutics.

MYTH: Talking about depression only makes it worse. FACT: It is important to verbalize the experience of depression, as it’s unique to each individual. Talking about it makes it real, validates its existence and drives home the importance of confronting, not ignoring it. Speaking about it usually is a relief to the individual, who often carries the burden of this medical condition alone. People often do not talk about depression and mental health in general because of the perceived fear of social stigma and judgment. Instead, speaking to a professional as well as compassionate people in the individual’s life (family, friend, religious/spiritual leader) can be immensely helpful.

MYTH: Depression is only about feeling sad. FACT: Sadness is definitely one symptom

of depression. But mental health conditions like depression can also emerge more subtly, first manifesting with persistent symptoms such as changes in appetite and quality of sleep, feelings of worthlessness and changes in behavior such as the loss of interest in daily activities.

MYTH: Men are more likely to suffer from depression. FACT: Women are twice as likely to experience major depression than men. They are also up to three times more apt to suffer from anxiety disorders or to attempt suicide.

MYTH: Depression is not passed on by genetics. FACT: Scientists believe as much as 40 percent of

those with depression can trace it to a genetic link. Environmental and other factors make up the other 60 percent. Research has also shown that people with parents or siblings who have depression are up to three times more likely to have the condition.

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STATE OF MIND (CONTINUED FROM PAGE 38)

Trump International Hotel & Tower offers treatments that help improve mental outlook, such as aromatherapy, yoga and Thai massage.

ISPA Medical Director Dr. Brent Bauer, however, stresses that having knowledge about mental health should not be misconstrued that spa professionals should diagnose or treat mental disorders, such as depression. “I think it is good for us to give some guidance about what to look for and how to direct the individual to proper mental health professionals. Once that person is safely working with a mental health team, then we can look at things like massage as adjuncts to that medical therapy,” he says. Dr. Peeke agrees: “It is important for spa professionals to know their scope of practice. Only a credentialed and licensed psychotherapist or counselor can provide approved therapy to a client who has been found to display significant depressive behavior. Keep in mind that, whenever there is any doubt about anyone’s mental health, always seek professional help and guidance in dealing with that individual.” TELL-TALE SIGNS While social withdrawal is one of the warning signs of extreme anxiety and depression, tell-tale signs of mental issue may also include a drop in personal and/or professional functioning, difficulty in concentrating and solving problems, a sense of disconnectedness, extreme nervousness that impact sleep, apathy or loss of interest in others, dramatic mood swings, changes in appetite, dependence on drugs, decline in self-care, increased sensitivity to stimulants like sights and sounds, illogical behavior and suicidal thoughts or intent to harm others. “Spa professionals need to pay attention to each guest’s mood 40

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“It is important for spa professionals to know their scope of practice. Only a credentialed and licensed psychotherapist or counselor can provide approved therapy to a client who has been found to display significant depressive behavior.” and state of mind. Issues related to mental health problems can begin early in life. One half of all mental illnesses begin by age 14 and 75 percent begins by age 24,” says Dr. Peeke. As for Weinraub, she says it’s important to be present in the moment to see the emotions that are occurring and be courageous enough to speak up and offer support to guests, or even peers, suffering from early signs of anxiety and depression. “Listen—be willing to ask questions that allow a dialogue to help people look inward. Advocate—be sure to suggest that a professional expert might be useful and/or necessary,” she advises. OFFERING SUPPORT Dr. Peeke says, when listening to someone with anxiety or depression, it’s important to listen without judgment and allow the person to set the pace of the conversation. “Avoid clichéd comments—do not say things like ‘It’ll all be fine,’ ‘Hey, lighten up,’ ‘Oh heck, you’re not depressed!’ These comments are not helpful and tend to diminish the person’s experience with depression. Instead, say ‘What can I do to help you?’ or ‘Is there anything I can do to help you?’ If someone admits to being depressed, be aware that they may also be feeling shame. You can share with them that depression is a medical condition, not a failing or a flaw. And, that treatment is very helpful and accessible.” In addition, it is also a good idea to invite spa guests or peers suffering from anxiety to participate in something joyful, such as a lunch, walk, hike, or any activity that could benefit that person.

“Never push them to do it. Share the invitation and allow that person to decide,” Dr. Peeke says. If a guest or peer is clearly demonstrating depressive behavior and you are concerned that the symptoms are worsening, be sure to inform a key contact on your team (e.g. supervisor or manager). “Never ignore someone’s suicidal thoughts. If they state they feel they would do harm to themselves or others, it’s important to ask them directly if they are truly considering this kind of action. If the answer is yes, immediately contact your supervisor so that he or she may get help for the person, even if it means taking them to the emergency department of the hospital.” FACING THE CHALLENGES For the spa industry to truly make an impact in helping raise awareness on mental health, Dr. Peeke says spa professionals need to know that more than 75 percent of the reasons why people seek help during a visit to their primary care provider are stress-related. “As spa professionals begin to appreciate the enormity of the new science showing impact of stress on the mind-body, they can embrace an opportunity to help in a more comprehensive way,” she says. The first challenge she sees facing the spa industry is making people aware of this eye-opening new science. “To do so requires packaging this new information in a consumerfriendly way that references credible, published science. This data would reflect both the mental stress-body connection, as well as credible interventions that the spas offer to help clients improve their stress resilience,” she says. In addition, she stresses the importance of building bridges with traditional medical institutions. “Spas need to think about ways to partner with traditional Western and complementary

institutions to change the spa stereotype from pamper to prevention, from a one-way one-stay approach, to an integrative spectrum of services. The global spa and wellness industry needs to network with mental health educators and the health care sector in general to create preventive and treatment strategies to optimize mental health.” Finally, to accomplish this goal, Dr. Peeke points out the need for spas to hire qualified staff members who are more fully educated about potential mental health challenges faced by their clients. “It’s imperative to identify the skill sets needed, provide a curriculum, tools and educational resources and maintain ongoing staff education, as the mental health field is rapidly changing,” she says. Dr. Silveira, who spoke at the New York Times Travel Show about brain health, agrees that there are opportunities for the spa industry to play an active role in educating guests about brain health. “The modern concept of neuroplasticity, the brain’s ability to change throughout life, has shown us that we can change emotional and behavioral patterns through training and with the right attitude,” she says. In addition, she stresses the value of generosity as a way to find happiness and develop a sound mind. She states: “Recent neuroscience findings have also shown that there is no happiness without compassion. Thus, self-esteem, love and empathy toward others are key parts to live with greater well-being,” n WANT TO ACCESS a wealth of medical research about the effects of massage, yoga, aromatherapy and meditation on the brain? Click here to access a list of studies compiled by both Dr. Peeke and Dr. Bauer.

F E AT U R E D S O U R C E S

Dr. Pamela Peeke

Kendra Rice

Leigh Weinraub

Dr. Brent Bauer

Dr. Mariela Silveira

Assistant Professor of Medicine, Pew Foundation Scholar in Nutrition and Metabolism • University of Maryland’s Department of Integrative Medicine

Director of Spa & Health Club • Trump International Hotel & Tower

President • M by Mind in Motion

ISPA Medical Director • Mayo Clinic Healthy Living Program

Medical Director • Kurotel - Longevity Medical Center and Spa

ROCHESTER, MINNESOTA

GRAMADO, BRAZIL

CHICAGO, ILLINOIS

SAN FRANCISCO, CALIFORNIA

ROCKVILLE, MARYLAND

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“A burned-out employee is an unproductive, unhappy and disengaged employee. No one benefits from that. The employee suffers, the customers suffer, and the business suffers.” — BRYAN K. WILLIAMS

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ou’ve likely been there before: Feeling like your job is sucking the life out of you. Burnout—the mental, emotional and physical exhaustion caused by chronic stress at work—is a modernday workplace epidemic. With a BY MAE culture that expects instant, MAÑACAPJOHNSON 24/7 and on-the-go connection, the risk of feeling overwhelmed, stressed and burnedout has become much higher than ever. Your employees might be displaying the tell-tale signs of job exhaustion. Can you tell the warning signs before they completely push employees out of the door? Do you know how to help so they can overcome any sense of exhaustion and stay motivated

Tell-Tale

Signs

of Employee

Burnout

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“Cross-training allows the employee to work in different areas rather than face the tedium of constant repetition. This keeps things interesting when the employee is faced with a new and stimulating challenge.” — MITCHELL FREEMAN

-“Any successful business requires employees who are operating at the best version of themselves. A burned-out employee is an unproductive, unhappy, disengaged employee. No one benefits from that. The employee suffers, the customers suffer, and the business suffers,” says Bryan Williams, chief service officer at B.Williams Enterprise, LLC, based in Bowie, Maryland. Faith Freeman, chief creative officer at Primal Elements, located in Huntington Beach, California, agrees that employee burnout has a direct impact on customer service. “It’s important to address burnout among employees so that it doesn’t impact the customer and guest experience in a negative way. It is always important to keep staff in a positive and winning attitude,” Freeman says.

Warning Signs Kate Mearns, principal consultant at 5 Spa Consulting, LLC in Williamsburg, Virginia, says it is critical that spa directors and business owners prevent and recognize early signs of employee burnout because it can become contagious. “If just one employee displays the signs of burnout, a spa director or owner must know the sentiment is toxic and will quickly spread throughout the staff,” she says. “In my experience, employee burnout begins to manifest itself

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through a slip in an employee’s overall performance, as well as their interaction and communication with others. This may include performance deficits such as tardiness, adherence to schedules or even small guest service issues. The ‘burned-out’ employee begins to separate from the group and avoid leadership.” Williams sees similar warning signs, adding that high absenteeism, along with an inclination to do only the absolute bare minimum of job requirements, are often signs of a burned-out employee. Jacquee Thompson, spa manager of SiSpa at Fort Lauderdale Marriott Pompano Beach Resort & Spa in Florida, says a noticeable decline in positive guest feedback and satisfaction is another good indicator of work burnout. Primal Elements Sales & Marketing Director Mitchell Freeman says it isn’t always easy to pinpoint if an employee is burned-out from work or simply facing personal issues; however, there are clear signs that one is losing his or her edge. “Whether it’s on the manufacturing floor or the customer service department, you’ll notice decreased production and poor quality in daily work. A lack of interest in daily tasks and a less than positive attitude when dealing with customer issues is a sign that there is something going on with that employee,” he says. He adds that

radical change in the physical appearance of an employee, such as failing to dress appropriately for work, or a slipping personal hygiene, could also be a clue that an employee is feeling burned-out.

Potential Factors There are many factors that could contribute to an employee feeling burned-out. “In my opinion, the top factor leading to employee burnout is ignoring the small stuff. Employees are very resilient and loyal. However, when there is an issue in the spa which affects the staff and management does nothing to correct it, over time, employees begin to reciprocate the apathy,” says Mearns. Williams points to uninspiring leadership as another factor that could cause employees to feel less motivated at work. “This is why it’s important to find out key motivational triggers for each employee and use them regularly,” he advises. It’s also important, he adds, to manage individual workloads in order to not overwhelm staff with unrealistic work goals. Thompson says managing workloads will also allow team members to recharge their energies. “We often hear from our therapists that it is important for them to have some downtime in between appointments. Certain treatments, such as deep-tissue massage, can indeed be physically tiring to deliver, so

SiSpa at Fort Lauderdale Marriott Pompano Beach Resort & Spa (seen above) motivates employees to stay engaged at work by providing them coaching and regular feedback.

it is essential that the therapist has adequate time to regroup between services, so that each and every guest receives the therapist’s best,” she says. When assessing what may be causing work burnout for employees, Mearns suggests that spa directors and owners need to look at themselves first. “Often the cause of burnout is poor management. Let’s take the example of low or inadequate staffing levels. If an employee is asked to work extended shifts to cover guest requests or a large holiday weekend, most staff members will be very accommodating to help the team; however, if they are asked to continually adjust their schedules to

help with demand, they will quickly lose interest in helping—a sign of burnout and fatigue.”

Stress Breaks To help combat stress, Freeman suggests giving the team member new and challenging tasks to help them refocus their attention and keep them motivated. “We require our employees to take Federal-mandated breaks. If this does not work, we encourage them to take time off to refocus,” she says. Mitchell, on his part, believes that cross-training in various aspects of the operations could help keep things fresh and interesting for an employee, helping

to combat any feelings of boredom or exhaustion in the process. “Cross-training allows the employee to work in different areas rather than face the tedium of constant repetition. This keeps things interesting when the employee is faced with a new and stimulating challenge,” he says. In addition, Mitchell says, as a company, Primal Elements holds monthly lunches to allow employees from all departments to sit and dine together as well as share their experiences. “We also provide our employees with knowledge—this could be information about new and exciting developments in the company, such as

“It is important to address burnout among employees so that it doesn’t impact the customer and guest experience in a negative way. It is always important to keep staff in a positive and winning attitude.” — FAITH FREEMAN

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“We often hear from our therapists that it is important for them to have some downtime in between appointments.” — JACQUEE THOMPSON

landing an important new account. This keeps the employee engaged and they are able to share in the excitement and positivity,” he says. Encouraging staff members to take stress breaks, even if that means a quick minute or two, are necessary means to prevent burnout. “We are fortunate enough to be located directly on a gorgeous beach. I even remind myself sometimes to take a few minutes to walk outside and remember to take advantage of the beautiful place where I work. Sometimes, that quick reality check is all it takes to decompress,” Thompson says.

Team Support Mearns says team support is a critical component to helping a burned-out employee. “Remind the staff that every

day at the spa requires a team effort. The number one responsibility any staff member has is to wave the white flag when he or she needs help! A manager will quickly come to the rescue and alleviate the tension, a precursor to burnout,” she says. Mearns further recalled that, as a previous spa manager, there had been times in the past when she had witnessed an employee’s stress levels elevate. “I stepped in and required the employee to do a lap or two outside the spa in order to take a deep breath, realize the issue is not that big in the scheme of things and return refreshed,” she recalls. Williams says, amidst the daily grind, it’s easy for employees to forget the spa’s mission and values, leaving them to

ALLEVIATING STRESS After recognizing that an employee is burned out at work, what can spa directors and owners do to help alleviate any work-related stress? Thompson offers the following tips: l l l l

Engage associates in the development of schedules and rotations. Anticipate workload and proactive distribution of shifts. Add additional breaks to therapists’ work days to ensure proper rest between physically intense appointments. Offer them additional days-off on quieter days for them to rest. PULSE

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sometimes feel stressed out or frustrated over things that may not matter as much. “Regularly remind employees of the organization’s vision, mission and values. This means reminding them of the ‘why’ our business exists in the first place; what we are trying to achieve and how will the world be better because our business exists,” he says, further stressing the need for one-on-one conversations that are genuine, heartfelt and focused on the well-being of the burned-out employee. Freeman agrees, stating that having an open-door policy will help encourage employees to address any concerns and allow spa directors and owners to nip in the bud any potential work burnout scenarios in the future.

Important Feedback Many times, employees feel stressed over performance reviews and whether they are meeting goals and expectations. To minimize any added stress, setting goals early and providing regular constructive feedback are both important. “First of all, when an employee is hired, setting clear expectations is essential. In fact, setting expectations should occur during the interview process,” says Mearns. “Second, ongoing communication is vital. Employees need to know how they are doing and what their guests are saying. Employees need to feel supported in the fact that mistakes happen and that, together, they will fix them, learn from them and move on.” Many spas and companies rely on annual or semi-annual appraisals versus on-going feedback, which Williams says is a common mistake. “People are happier when they know where they stand and what is expected of them at work,” he says. Thompson says creating a culture where regular feedback is welcomed is necessary to help immediately resolve issues and concerns; therefore, preventing issues from becoming a factor of burnout down the road.

“Employees are very resilient and loyal. However, when there is an issue in the spa which affects the staff and management does nothing to correct it, over time, employees begin to reciprocate the apathy.” — KATE MEARNS

“It’s part of our culture to give feedback and provide coaching to employees, so that their efforts stay aligned with the goals of the company and meet expectations. We provide formal and informal feedback to employees throughout the course of the year and regularly meet one-on-one to review the business objectives, target goals and listen to their input as to what incentives or operational changes can be made to facilitate their performance,” she says.

Overall, the best way to address work-related burnout is prevention. Good managers are those who are able to anticipate potential stress factors within one’s team, preventing such stress-filled scenarios from happening and overwhelming the team. More importantly, good managers model the behavior of recharging their energies in order to encourage team members to stay motivated, keep on with their mission and find renewed joy in what they do. n

HOW DO YOU encourage other staff members to help identify early signs of employee burnout? Click here to read more insights.

F E AT U R E D S O U R C E S

Bryan K. Williams

Faith Freeman

Mitchell Freeman

Jacquee Thompson

Chief Service Officer • B.Williams Enterprise, LLC

Chief Creative Officer • Primal Elements

BOWIE, MARYLAND

HUNTINGTON BEACH, CALIFORNIA

Primal Elements Sales & Marketing Director • Primal Elements

Spa Manager • SiSpa at the Marriott Pompano Beach Resort & Spa

HUNTINGTON BEACH, CALIFORNIA

POMPANO BEACH, FLORIDA

Kate Mearns

Principal • 5 Spa Consulting LLC

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WILLIAMSBURG, VIRGINIA

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MakingSpas

Pet-Friendly BY MAE MAÑACAPJOHNSON

Four-legged friends are pampered with plush Majestic beds at Tideline Ocean Resort & Spa.

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ou’ve heard the old truth: “A dog is a man’s best friend.” Whether you lean more toward a fluffy collie, a fur-ball Himalayan cat or some other friendly pet, animal companions provide more than just unconditional love. In fact, research entitled “Usefulness of Pet Ownership as a Modulator of Cardiac Autonomic Imbalance in Patients with Diabetes Mellitus, Hypertension and/or Hyperlipidemia” published in The American Journal of Cardiology indicates that pet owners are more likely to adapt better in stressful situations than respondents without pets. It is not surprising that more and more people bring their pets everywhere they go, including to spas. This means that, for spas and businesses that want to make customer satisfaction a priority, it has become imperative to create a pet-friendly environment for guests. “It is estimated by the American Society for the Prevention of Cruelty of Animals that 37 to 47 percent of households have a dog and 27 to 37 percent of households have a cat. Animal owners are often as passionate about their pets and the welfare of animals, as they are about their human family members,” says FarmHouse Fresh VP, Sales of Business Development Delia McLinden. “It’s also proven that having a pet is a benefit to your health by lowering blood pressure and stress. ‘Feel good’ endorphins rise whenever you are with pets.” Elena Volnova, CEO of Dog Fashion Spa, a New Yorkbased company that sells luxury products for pets, says statistics don’t lie: Many of today’s spa guests are ‘pet parents.’ “They want to be pampered and they pamper their pets as well. Many travel with their pets and don’t want to separate from them. Showing them that you care about their pets is an important part of creating customer loyalty and providing an exceptional spa experience,” she says. Frederic Vidal, managing director of The Spa at Las Ventanas al Paraiso, A Rosewood Resort located in Baja

California Sur, Mexico, shares Volnova’s perspective. “Just as our human guests can enjoy rejuvenating massages, delicious cuisine and one-on-one service from butlers at Las Ventanas al Paraiso, we want their pets to enjoy their own spa treatments, dog butler service and even their own pet menus,” Vidal says.

VIP Treatment Dog Butlers at The Spa at Las Ventanas provides VIP treatment to four-legged guests. Part of their job is to take pups on daily walks on the beach, create tailor-made menus, give them special dog massages and treat them to “doga” classes. “The ‘Dog Butler’ amenity was launched when we reopened last summer, and we’ve found that it makes the vacation experience more relaxing and luxurious for pet owners. For example, guests will never have to wake up early to take their dogs out, or cut dinner short to walk them at night; the dog butlers will handle that chore so that guests can truly relax and enjoy their vacation,” Vidal says. The spa’s Dog Butlers can also organize special birthday parties or celebrations for dogs and their friends, both human and canine, to attend. “For many pet owners, their dogs are part of the family, and Las Ventanas al Paraiso believes that

“Animal owners are often as passionate about their pets and the welfare of animals, as they are about their human family members.” — DELIA McLINDEN

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dogs should be treated just as well as their human loved ones,” he says. Volnova agrees: “The way we treat pets, dogs in particular, has changed dramatically. Pets are considered family members and dog owners have become ‘dog parents.’ From nutrition to accessories and personal care products, there are opportunities to introduce products that will allow dog parents to take better care of their ‘fur babies.’” Over at Spa Oceana at the Loews Don CeSar Hotel at St. Pete Beach, Florida, guests may avail of the Loews Loves Pets Program. “Loews Hotels was the first national hotel chain to launch a pet program with the introduction of Loews Loves Pets in 2000. The program treats four-legged friends like VIPs (Very Important Pets), providing amenities that include a special pet room-service menu, a list of local pet services, pet

toys, beddings and more,” says Spa Director Rianon Cepriano. The program also includes creature comforts like specialized leashes, collars, litter boxes and pooper scoopers; hotel amenities like dog-walking routes, pet placemats and water bowls; special treats like rawhide bones, catnip and scratching poles; pet-walking and pet-sitting services as well as in-room-only canine massage treatments. Another spa that is known to be pet-friendly is Tideline Ocean Resort & Spa at Palm Beach, Florida. “Tideline has been named a top pet-friendly hotel in the south, and the Kimpton brand is recognized for welcoming pets. Among the amenities we provide include: a plush Majestic bed, Greenies Dental Chew treats as a turn-down amenity, a concierge list of nearby pet-friendly restaurants, parks, groomers and pet boutiques, door hangers to alert other guests and staff that a

“Showing [spa guests] that you care about their pets is an important part of creating customer loyalty and providing exceptional spa experience.” — ELENA VOLNOVA

Dog Fashion Spa gives pet parents a reason to spoil their adopted furry "kids."

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The FarmHouse Fresh team delivers dog beds to a local animal shelter.

“In our first month of launch [of our Dog Bed Fairies campaign], we have raised enough funds to fulfill wish lists from four shelters in Texas, Georgia, Florida and Nevada.” pet is in the room, courtesy bags for walking your dog, and an open invitation to the nightly wine reception where pets are welcome to join their humans for complimentary wine,” says Director of Marketing Kate Connor.

Dog Bed Fairy Many businesses have found creative ways to appeal to petloving guests. FarmHouse Fresh, for one, launched its “Dog Bed Fairies” campaign after news reached the team that a volunteer at a local animal shelter slept on concrete floor during wintertime to help simulate what it felt like for animals

that don’t have beds in local shelters as well as raise funds for dog beds. “We heard this and wanted to help, so we took all our funds for holiday gifts and bought beds for that shelter and a handful of others in need of beds. It’s hands-down the most rewarding animal initiative we’ve been a part of since opening our FarmHouse Fresh Ranch,” says McLinden. As part of the campaign, FarmHouse Fresh published an 18-page, hard-cover picture book, Is It True They Call You the Dog Bed Fairy? It features images of loveable, homeless dogs, and retails on farmhousefreshgoods.com. A donation of US$7 for every US$10 book purchase is used to buy dog beds for

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Dog Butlers at The Spa at Las Ventanas offer pet owners on vacation valuable customer service, taking care of daily walks with pets, giving special dog massages and creating tailor-made menus for the hotel's furry guests.

“The ‘Dog Butler’ amenity was launched when we reopened last summer, and we've found that it makes the vacation experience more relaxing and luxurious for pet owners.” — FREDERIC VIDAL

select shelters, rescues and nonprofit organizations. “In our first month of launch, we have raised enough funds to fulfill wish lists from four shelters in Texas, Georgia, Florida and Nevada. We are carrying our donation book, just as we would any other FarmHouse Fresh product, and making a long-term commitment to keeping donations flowing in, with the goal to keep selecting shelters in need to be recipients of beds,” says McLinden. To help spread the word, a social media strategy was put in place wherein online followers are encouraged to take part of an online challenge to become “FarmHouse Fresh Dog Bed Fairies.” With each purchase, the reader will receive a welcome email with instructions on how to upload a selfie or photo of a friend or family member they are gifting. Within two business days, the company sends back a customized Dog Bed Fairy photo which the reader can post on social 52

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media using #DogBedFairy, and tag the company on its social media channels. Each month, the company picks random fairies who posted a photo using the correct hashtag, and send the winning fairies a free, limited-edition poster print of pages from the book.

Policies and Challenges Spas wanting to welcome pets into their properties need to look at all important details before rolling out any pet-friendly services and amenities, including putting policies in place. “Every animal is different, so it can be challenging to adapt to their unique personalities and desires. However, our Dog Butlers appreciate all their differences and are skilled at adapting to each pet’s needs,” says Vidal. In order to ensure that guests’ privacy is not disturbed and property is not damaged, the spa made it a policy to conduct pet massages

outside of the spa in the privacy of the guest’s suite or villa or on the beach. Cepriano echoes Vidal’s points, stating that Spa Oceana at the Loews Don CeSar Hotel offers only in-room canine massage treatment to avoid any potential disruptions at the spa. “The only challenge that might occur is that the puppy would rather cover the massage therapist in puppy kisses instead of sitting still for the service,” she says. To ensure that any pet-friendly program or amenity succeeds, Vidal thinks training and careful staff selection is important. “All of our associates at Las Ventanas al Paraiso receive a great deal of training for their roles, and our Dog Butlers are no exception. Among our talented associates, we selected those who are most passionate about animals to step into this new role. They have a real gift for putting our guests’ pets at ease and making them feel happy and comfortable at our resort,” he says. Aside from staff training, Cepriano says it’s important to (CONTINUED ON PAGE 54)

barbara close President/Founder • Naturopathica • New York, New York

Furry guests are treated like VIPs (Very Important Pets) at Spa Oceana at the Loews Don CeSar Hotel with a special canine massage treatment.

ella stimpson Director of Spa, Fitness and Raquet Sports • The Spa at Sea Island • Sea Island, Georgia

ellen burns Northeast Business Manager • [ comfort zone ] north america • New York, New York

name of pets: pearl & Frankie

name of pet: zoe

Breed: Wire-haired dachshunds

Breed: Boxer

Breed: Boston Terrier

“All of my furry creatures keep me laughing, one of the best wellness practices. On the weekends, we like to chase rabbits and squirrels. Trust me, it’s quite a workout jumping over bushes and underbrush! I don’t think I’ve been to a gym in more than 10 years. I also have two horses, a 25-year-old Thoroughbred and a 19 hand Percheron at my home in Orient on the North Fork of Long Island.”

“She is the most loving dog in the world and I don’t know if she’s happier sleeping on my lap or running through the surf at the beach. She loves unconditionally and makes me feel whole. I feel guilty when I leave her some evenings to have a lovely meal on Saint Simons Island or Sea Island, so I always bring her a little bit of my leftover by way of apology. I think she likes it.”

“Lucy is a very friendly Boston Terrier whom I have brought into spas and salons that are dog-friendly. Lucy loves people and I spoil her by buying her treats and toys when I travel.”

name of pet: lucy

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MAKING SPAS PET-FRIENDLY (CONTINUED FROM PAGE 53)

have the appropriate facilities to accommodate the service. “For example, having a low-rise massage table for the canine or pet to easily get on and off is important. Always ask the owner to assist you when moving the canine or pet in order to avoid any bad reaction or bites. Try to make sure that the owner is present or nearby in case the canine or pet becomes too hard to handle,” she advises. It may also be of benefit to hire a consultant to guide you through the process, to ensure that no stone is left unturned. After hearing interests from spa directors to include petfriendly offerings in their spa while at the ISPA Conference & Expo, Volnova decided to add a consulting service to help spas through the process. “We consult with hotel spas on the benefits and importance of becoming pet-friendly and also help them through the implementation process, from training staff on how to read pet body language, handling pets

Jean Shea President • BIOTONE Professional Massage and Spa Therapy Products • San Diego, California

properly, helping them pick and buy pet amenity products, and training the staff on simple pet spa treatments,” she says.

Marketing Matters Given that not all spas or businesses are pet-friendly, spas should leverage this unique feature by having a marketing plan in place. Spa Oceana at the Loews Don CeSar Hotel promotes its Loews Loves Pet program daily through its hotel website. “Guests that log on to the website have full access to all the information about the amenities that we offer to our animal VIPs,” says Cepriano. Its most successful pet-friendly event is the Bark Bash Celebration, which occurs every Halloween. The fundraising event is open to hotel and local guests. “We welcome our VIPs to arrive on property in costume. We have a costume

rose fernandez Vice President and General Manager • Jurlique • Santa Monica, California

todd shaw, css Director of Spa, Fitness, Tennis and Wellness • La Quinta Resort & Club • La Quinta, California

name of pet: Olivia

name of pets: laslo & beau balas

Breed: Miniature Australian Shepherd

Breed: Boxers

Breed: Long Hair Chihuahua

“Olivia comes to work every day and everyone looks forward to her arrival. She has an extensive wardrobe and a style flair that captivates everyone around her.”

“These “guys” are my personal circus, they bring so much joy to my life. It is near impossible to have anything but a smile or laughter when they are around. I like to spend time with them outdoors. I love my dogs—they are not spoiled, they are loved!”

“Little Man loves going into the town square and sniffing all the restaurant patios for crumbs, so we do that every day.”

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name of pet: little man

“Loews Hotels was the first national hotel chain to launch a pet program with the introduction of Loews Loves Pets in 2000.” contest for the best dressed VIP as well as offer pet-friendly gourmet food from our doggy in-room menu and a canine massage during the event,” she says. “Money raised from the ticket sales of the event is donated to the Pinellas County Humane Society.” Supporting animal shelters and charities is certainly a great way to get the word out about your product or service. Dog Fashion Spa, for instance, has a Charity of the Month (CONTINUED ON PAGE 56)

At The Spa at Las Ventanas, canine massage treatments are done away from the spa, such as outdoors, to avoid any potential disruptions toward other spa guests.

tommy peters

michael tompkins

West Coast Business Development Manager • [ comfort zone ] north america • New York, New York

name of pet: Olive

name of pet: sasha lynn

Board Director • PALM Health • St. Louis, Missouri Breed: Long-haired mini dachshund

Breed: Miniature French Bulldog

“Sasha Lynn is our “daughter” and she is spoiled beyond belief! She goes to the groomers monthly to get a proper bath along with her mani and pedi. We have enough dog toys at home you would think we have three dogs! It seems every time we go to the dog store to buy her food, we end up spending more money than we had anticipated on another toy or specialty treats, which she clearly

adam broderick President • Adam Broderick Salon & Spa • Ridgefield, Connecticut

name of pets: dexter & Cooper Breed: Miniature Poodle and Maltese

“Olive is truly the mother of our house. When we have guests, she walks the house continually checking on everyone and where they are. We spoil her with dog beds and water bowls in several places. She has four beds and four water bowls. She also checks on those as she marches around!”

“Dexter is just a year old while Cooper is five years old. Their relationship is so much fun to watch. I bathe them frequently because they look so good after a bath. Dexter has been a handful to train, so there’s a bit of a “tough love” in there, while Cooper likes to snuggle and sleep late in the mornings. We all enjoy our couch time!”

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MAKING SPAS PET-FRIENDLY (CONTINUED FROM PAGE 55)

program that donates a percentage of its online sales to a specific organization. “Most of the nonprofit organizations that have become charities of the month have been proposed by our customers, the ‘dog parents,’” Volnova says. Adam Broderick, president of Adam Broderick Salons and Spas which recently launched its new pet shampoo called ab barker, thinks that there’s always an opportunity to help animals. “All of our clients love their pets as much as we do, and looking at what was out there on the market, we saw a window to bring something good for the pets,” he says. Proceeds from the sale of the pet shampoo help support ROAR (Ridgefield Operation for Animal Rescue) and animal welfare. McLinden agrees, quoting the words of Gandhi: “The greatness of a nation can be judged by the way its animals are treated.” “We live in a disposable society and, unfortunately, that translates to animals, which is why shelters and rescues are always full. It’s important for people to realize that with so many shelters and rescues, there is never a reason to buy an animal from a breeder or a pet store. Save a life instead!” she says. “By adopting an animal, you’ve essentially saved two—the one you’ve adopted and the other animal you’ve freed up a space for in a shelter or rescue.” n

WHAT ARE SOME of the criteria to look for when selecting a pet product resource partner? Click here to read Volnova’s retail tips.

Tips in Partnering with Animal Shelters

ccording to McLinden, spas and businesses wanting to launch their own charitable programs need to understand that it is no different from creating a whole new company—requiring energy and resources. “We simply had no idea how to anticipate the sales of the book. Also, the legal aspects of a campaign like the Dog Bed Fairies campaign were surprisingly complex. We have to keep reminding ourselves that we’re a spa treatment company with a mission that helps animals. When you walk into these shelters, it takes everything you have not to leave with an animal!” she says. In general, she offers the following tips to help spas and other businesses get started with their own pet-friendly campaigns or programs. 1. When you reach out to a local shelter or rescue group, make sure to ask what their highest priority needs are. Needs may range from monetary donations to much-needed items like dog beds, food, toys and cleaning supplies. 2. Supporting or partnering with animal groups that place a priority on spay-neuter programs is also very important. Animal overpopulation can’t be solved by adoption alone. 3. Some major pet stores like Petco and PetSmart receive all their adoptable animals from local rescues/shelters. They host regular adoption events to give animals the exposure they need to find homes. Rescue groups are always looking for new venues to host adoption events. Since not everyone will go to an animal shelter, it’s great to be able to give animals looking for homes exposure in “out of the box” locations like spas. What could be better than a “Puppies and Pedis” event?

F E AT U R E D S O U R C E S

Delia McLinden

Elena Volnova

Frederic Vidal

Rianon Cepriano

Adam Broderick

VP, Sales of Business Development • FarmHouse Fresh

CEO • Dog Fashion Spa

Managing Director • The Spa at Las Ventanas al Paraiso

Spa Director • Spa Oceana, Loews Don CeSar Hotel

President • Adam Broderick Salon & Spa

BAJA CALIFORNIA SUR, MEXICO

ST PETE BEACH, FLORIDA

RIDGEFIELD, CONNECTICUT

NEW YORK, NEW YORK

MCKINNEY, TEXAS

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A Day in the Life! BY MAE MAÑAC AP-JOHNSON

HEIDI BURKHART CEO • Saxon/Hart New York, New York

axon/Hart CEO Heidi Burkhart is relentless in her passion to fight cancer. In 2013, she founded Saxon/Hart, a cause marketing alliance and production firm that partners with spas and corporations to help create cause marketing opportunities and strengthen their social responsibility efforts. Following a successful #BLANKCANCER campaign, Saxon/Hart was recognized as one of 2015 ISPA Innovate Award recipients. Last November, the firm launched its “National #BLANKCANCER Week,” a movement that invited schools, dance studios, sports and youth organizations to help raise awareness on how cancer affects children. “Our mission is ‘Give to Live. Live to Give.’ We aim to build strong, withstanding relationships with partner

The life of a spa professional is a continuous cycle of daily responsibilities that help make the spa world go round. Pulse asks ISPA members to give us a sneak peek into their daily lives to help us understand the roles they play and the difference they make on a daily basis.

organizations to continue to support each other to grow,” Burkhart says. “With our alliance, this is our way to interact with the population at large. We find that when you inspire one, you inspire many.” Here’s a look at Burkhart’s typical day at work: ★ 7 am Starts her daily walk to the office. ★ 9 am Meets with her team individually to touch base on goals for the week and goes over the list of target sponsors. ★ 11 am Calls current clients to understand issues or opportunities in working together on future Saxon/Hart events. ★ 1 pm Reviews social media handles (@SaxonHartCauses and @BLANK

CANCER) on Twitter, Instagram and Facebook. “Our goal for this year is to increase our own numbers tremendously to create stronger alliances.” ★ 3 pm Calls target sponsors and organizations to pitch potential partnerships. ★ 5 pm Brainstorms opportunities and reviews questions from sponsors, clients and alliance individuals. ★ 7 pm Gym time! “I enjoy boxing with my coach and running the Hudson River Park. Anything that is challenging makes me sweat and gets my mind off the day.” ★ 9 pm Cooks dinner and reviews materials that require editing from the team. “Some nights, I take a late-night bike ride around New York City.” ■

WHAT DAY-TO-DAY CHALLENGES DO YOU COME ACROSS AS CEO? Daily Operations: “The biggest thing we are focused on right now is increasing our followers and fan base. Increasing social media numbers organically is not as easy, unless you buy your followers. We will not do that as we want to know we are making an impact and touching hearts.” Staff management: “Being a new company, we face many challenges in terms of too many opportunities to work on. So the biggest issue is: Where do we scale back to scale up? How are we able to team up with other companies to make all happen—and create an impact while surpassing goals?” Client services: “We have key cause organizations, alliance volunteers and others that want to work with us, but we do not have the right sponsors lined up for certain pitches. We need more clients, sponsors to work with some truly big initiatives here in New York City, for instance on cancer and homelessness.” What is the most rewarding part? “The most rewarding part is seeing our family, alliance, and sponsor roster expand. On a more micro level, receiving letters from those who benefit from our events—those are absolutely priceless.”

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THE ART OF EMPLOYEE ENGAGEMENT

BY LISA RYAN

Simple Strategies That Reap Real Rewards How would you react if someone suggested that you get to know your staff by taking one of them to lunch every day until you met with everyone in your salon? Would you be willing to meet with every one of your employees for at least fifteen minutes to get to know more about them? What about simply showing interest in the people that work for you? These are some of the approaches that are utilized by successful leaders with the benefits of greater loyalty, engagement, and commitment from their employees. Sound crazy? Are you thinking that you just don’t have the time, patience, and money to invest in something like this? Consider your options. It’s been shown that people don’t leave their jobs—they leave their bosses. When your employees feel that they are a valuable part of your business, they stay. When they don’t, they leave, and you risk losing your best, brightest and most profitable talent. Why should you develop your top team members only to lose them to someone else? By implementing a few simple strategies, you and your spa will receive huge payoffs in your employee retention, satisfaction and performance.

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Here are six ways you can take your T.H.A.N.K.S. to the bank:

T is for TRUST. Trust is

the foundation of a productive work environment; without it, nothing else matters. By being transparent and sharing what is going on with the business—good or bad—employees learn to take the leadership team at face value. Managers build employee confidence by emphasizing mutual goals, sharing company missions and values, and treating staff members as partners. Getting feedback and buy-in from employees when implementing new processes and procedures also plays an important role in developing belief in management.

It boils down to this—do what you say you’re going to do. As Ralph Waldo Emerson once said, “Your actions speak so loudly, I cannot hear what you are saying.”

H is for HELP. Help your

staff envision their career path within the organization. A clearly defined career path is one of the biggest factors for improving employee retention. Even if there are not a lot of opportunities for upward advancement, see what you can do to take advantage of the skills and experience your staff members bring to the table. Invest in training and development

programs to help your employees improve their skill sets. Yes, sometimes they do take your training programs and leave, but what if you don’t train them and they stay? Educating your staff ensures that your clients receive the best and most current treatments available, which keeps both parties happy — employees feel proud that you’ve invested in them, and clients keep coming back for more. Schedule regular meetings with your employees to find out what’s working for them, and what’s not. Create a safe environment for them to openly share their feedback with you. Care about your staff and they will care more for you.

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A is for APPLAUD.

Applaud the efforts of your staff. What gets recognized gets repeated, so be specific in your praise. Make sure that you are sincere. Catch your employees doing something right and thank them in the moment— timing is everything. Let your employees know how their individual actions are beneficial to your spa. A handwritten note goes a long way in giving your employees tangible “proof” of their contributions. Make sure you acknowledge your employees in the manner in which they want to be recognized. You’ll find some employees love public recognition and others cringe at the thought of being singled out. Handing out gift cards or lottery tickets when someone goes above and beyond in the care of a client is a fun way to immediately and inexpensively reward their actions. A kind word or “verbal hug” goes a long way in creating an emotional connection with your team.

By working with your employees during periods of personal difficulty or crisis, you create more loyal team members. After all, when employees are able to focus on the job at hand and not be distracted by all that is going on in their personal lives, they are much more productive and committed to working while they are at work.

just a license within the organization. You’ll help to make a positive impression and create a more open culture.

S is for SERVE. Serve your team. Look for ways to provide reinforcement for your staff. If you see someone struggling with a client, pitch in and help. When a manager jumps into the trenches and is willing to get his or her hands dirty, he or she generates a spirit of collaboration that permeates the organization. Encourage, energize, empathize, and most of all, lead with your heart. When your employees trust you, they perform at a higher level. When you help them envision their career path, they engage. When you applaud their efforts, they are proud to work for you. When you help them navigate work/life balance, you reduce their stress. When you get to know them, you make your employees feel significant. And, when you serve them, they feel included in the process. Harness the power of T.H.A.N.K.S. and your spa reaps the rewards. n

A clearly defined career path is one of the biggest factors for improving employee retention.

N is for NAVIGATE.

Navigate work/life balance. Face it, we’re busy. Whether your employees are dealing with young children, aging parents or anything in between, look for ways to accommodate them in how the work gets done. Pay more attention to the outcome than the means of finishing the job. When possible, incorporating flexible schedules, comp time, job-sharing, or other variations of the work day can make a huge difference. 60

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K is for KNOW. Know your staff. When you show interest in, and listen to your team members, they feel more connected to your business. Meet them where they are: If they are open to sharing, pay attention to what they’re saying. If they want to keep their personal lives personal, don’t pry. It can be as simple as noticing a new picture at the employee’s station and asking about it. By asking general questions, in a safe environment, your staff member feels more like a person than

WANT MORE of Ryan’s expert insights? Click here to watch a video of Ryan inspiring spa professionals.

As Founder of Grategy, LISA RYAN helps organizations keep their top talent and best customers from becoming someone else’s. She is the author of seven books, including The Upside of Down Times: Discovering the Power of Gratitude. She also co-starred in two films, the award-winning The Keeper of the Keys and The Gratitude Experiment. To learn more and receive your own “Gratitude Thought for the Week,” visit grategy.com.

ISPA FOUNDATION

FOUNDATION

2016 ISPA FOUNDATION BOARD OF DIRECTORS

ard to believe it is that time of year again—the ISPA Conference & Expo is fast approaching and we are ready to innovate. Each year, the ISPA Foundation Live & Silent Auctions provide an opportunity to support the spa industry and enable attendees to walk away with highly sought-after items and trips. All proceeds from

the auctions support ISPA Foundation initiatives, including industry research, developing educational resources and the Mary Tabacchi Scholarship.

OFFICERS CHAIRMAN Frank Pitsikalis ResortSuite VICE CHAIRMAN Sharilyn Abbajay Red Door Spas

Some of my all-time favorite ISPA memories have been from the ISPA Foundation Live & Silent Auctions. It is such a super fun and exciting atmosphere as we bid on unique and fabulous items and getaway spa experiences—it is truly a highlight of Conference week for me. Over the past 15 years, I have bid (and won some!)

DIRECTORS Todd Shaw ISPA Vice Chairman

on packages donated by

Michael Tompkins ISPA Chairman

spa members. Just this year,

Lynne McNees ISPA President

many of our most amazing I bid on an incredible twonight package at the Four Seasons Resort Dubai. The

MEDICAL ADVISOR Brent Bauer, M.D. Mayo Clinic HONORARY BOARD MEMBERS Ruth Stricker The Marsh, A Center for Balance and Fitness Deborah Szekely WELLNESS WARRIOR

uber-classy general manager, Simon Casson, made our stay extra special and highly personal. By donating an experience to the Auction, you are

ISPA Chairman Frank Pitsikalis with Aprille Bouchard at the Four Seasons Resort Dubai.

creating a unique marketing buzz for your business, providing one-of-a-kind opportunities for ISPA attendees to experience your spa or property. Most importantly, you are providing vital support to your industry through the work of the ISPA Foundation. Thank you to all of those who have supported the ISPA Foundation over the years. I encourage you all to donate at this year’s 2016 ISPA Foundation Live & Silent Auctions.

The ISPA Foundation wishes to thank the following supporters for their generous contributions:

—FRANK PITSIKALIS, ISPA FOUNDATION CHAIRMAN

LUMINARY

Ruth Stricker

DONATE NOW!

BENEFACTOR

JULY 13 Deadline to be eligible for inclusion in the Live Auction

Dr. Howard Murad PATRON

AUGUST 10 Deadline to have your items at ISPA headquarters in order to be included in the Auction Catalog

Massage Envy Franchising, LLC

FOR MORE INFORMATION on the ISPA Foundation or to donate an item to the auction, visit attendISPA.com or email ispafoundation@ispastaff.com.

Red Door Spas

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SUCCESSstories

Inspiring Tales of Startups, Growth and Overcoming Hardships

Creating a New Product for an Untapped Market BY MAE MAÑAC AP-JOHNSON

DR. PAUL EVANS

Founder, Mammagard Operations, LLC • Los Angeles, California

ammagard is an orthotic device designed specifically for women to help protect breasts when laying facedown during therapeutic care or massage treatment. When Mammagard was first developed in Melbourne, Australia in 2011, the team had to face at least two key challenges: how to introduce a product that no one has ever heard of before and how to create scientific validation that can help support claims of product efficacy. “New products and technologies are always difficult to establish,” says Mammagard Operations LLC founder Dr. Paul Evans. “Creating validation for the product, scientific proof and efficacy was very challenging. Finding engineering partners with satisfactory plastic manufacturing to assist in the development proved to be very important.”

From Play-Doh to Reality The idea for Mammagard came to Dr. Evans, an osteopath, orthotist and prosthetist, after seeing the large untapped market of women who may need the product, particularly those who have undergone mastectomy, breast reconstruction and augmentation wherein comfort and breast tissue protection is important. “We developed the Mammagard product range from scratch,” says Dr. Evans. “We identified the essential need for protecting women’s breasts in prone load-bearing activities, particularly those with surgically altered chests. We saw the particular benefit in massage and day spa environments where the need is very high for premium quality comfort and protection for many women.” Believe it or not, Mammagard’s very first prototype was molded out of Play-Doh. “It has grown from being conceptualized first by using Play-Doh to being a finalist in the 2015 International Good Design Awards,” he says. Dr. Evans added that Mammagard is the first orthotic device 62

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ever registered for women’s breasts. “We have grown from a small Australian business into a U.S. entity with commercial acceptance and sales in both plastic surgery and spa industries,” he says. Learning from Failure As a trailblazing company with no blueprints from predecessors to learn from, Mammagard had their share of business missteps along the way. For one, they were slow to realize the importance of having a responsive, proactive and on-theground sales force. “The market potential is HUGE—there are about 8 million women with breast augmentation surgery in the U.S. An estimated 4 million of them live in California—but women can’t buy something they haven’t heard of or seen before. Those who see the need for Mammagard every day—massage therapists, chiropractors and plastic surgeons—have to know the product exists,” he says. To bring its product in front of its market, the company took a page out of Apple’s creative marketing strategy. Like Apple which sent computers to schools to build loyal followers among the young generation, Mammagard needed to “seed” the market with sample products. “We’ve enjoyed accumu-

lating a list of spas who we consider as ‘early adaptors’ and the first to try Mammagard and record therapist and customer feedback for us,” he says. He believed that seeding the target market with the product was a critical move. “Awareness through people using our products and talking about them is what has driven our marketing strategy in the right direction. Particularly with such a new product, word-of-mouth still holds true as the most effective marketing tool,” he says. Know Your Audience If there’s one lesson Dr. Evans learned from past mistakes, it’s this: “Be very careful of your marketing spend. It can be a very long and expensive process, yet it need not be. Know your target audience and ensure you test your positioning in small markets to ensure your messaging is sound and reflective of market feedback.”

On Being Part of ISPA How long has the company been an ISPA member? “This is our first year with ISPA, and the support and friendship that has been extended to us has been very humbling.” How did you first know about ISPA? “We were searching for the most complete platform to bring our products to the ‘high-end’ of the manual therapy industry.” What made you join ISPA? “I realized I would have more direct access to key decision-makers and the door would be open for ongoing conversations.” Which ISPA resource has been beneficial to your business? “The 2015 ISPA Conference & Expo was fantastic.”

“There will be approximately 300,000 women diagnosed with breast cancer this year in the U.S. With five-year survival rates always improving, the population of women with altered breast is ever increasing.” When it comes to target audience, Dr. Evans has his sights on breast cancer and surgically altered patients as the company’s core market. “There will be approximately 300,000 women diagnosed with breast cancer this year in the U.S. With five-year survival rates always improving, the population of women with altered breasts is ever increasing,” he says. Dr. Evans pointed out that, in these women, scar tissue accumulates after their treatment and breast surgery with their procedures often has a nearly 100 percent failure rate. “Our peer-reviewed journal studies show that our breast orthotic device reduces the mechanical forces that lead to breast compression and pain.” For Dr. Evans, while many factors come into play in creating a successful business, he believes that team communication is key. “It’s like the football huddle. Make a plan, remind each other and play ball! We take the temperature of the business on a weekly, if not, daily basis,” he says. “At Mammagard, we have one simple saying: We want to save the world, one set of breasts at a time.” n

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ASK THE EXPERT

SCOTT ANTHONY

AS A WORD, “INNOVATION” is often too commonly thrown around in today’s business world. Everyone seems to understand what it means, but the challenge for many entrepreneurs is not in defining it, but in finding concrete ways to translate the word into meaningful business practices that could help generate creative ideas, better processes and improved bottom line. SCOTT ANTHONY, managing partner of Innosight, a consulting firm that helps senior leaders focus on growth and innovation, talks about the first mile of innovation and offers ways to help you take the important first steps in getting great ideas in front of your spa guests and clients. Pulse: You define innovation as “something different that has impact.” Can you expound on that definition? Scott Anthony: The word “something” in that definition reminds us that innovation goes well beyond new technologies. You can innovate how you market, support customers, earn revenues, organize internally, and more. We use “different” versus “breakthrough” to remind us that, sometimes, the things that have the most impact make the complicated simple or the expensive affordable. The last two words—“has impact”—are the most important because they separate innovation from its precursors, invention or creativity. Those sparks are no doubt important, but until you earn revenues, create cash flow, or tangibly improve a process, you have not innovated. Innovation isn’t an academic activity—it is an active one. P: You’ve written several books on the topic of innovation, most recently being The First Mile: A Launch Manual for Getting Great Ideas into the Market (Harvard Business Review Press, May 2014). What is the most important insight readers can take away from your latest book? A: Over the past 15 years I’ve probably seen more than 500 different business plans, ranging from billion-dollar bets from massive multinationals to small start-ups by individual entrepre64

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neurs. Every one of them is the same. That’s because every idea is partially right and partially wrong. The mistake people make is they think they can figure out which part is which through careful analysis. So they conduct research, talk to experts, and build elaborate financial forecasts. They inevitably learn the lesson taught by the great American boxer Mike Tyson, who once said: “Everybody has a plan, until they get punched in the face.” The punch the innovator receives is the plan that looked so good on paper which turns out to be resting on faulty assumptions. The lesson here is to take your punches early, pick yourself up, and change course as necessary. P: What pieces of advice can you offer a small business seeking to grow and expand? A: The number one thing I would say is to train yourself to look at the world through the eyes of your customer. Why do they “hire” you? What job are they trying to get done? Who else has that job that you aren’t reaching? What frustrates them? How do you ease their pain? Innovation solves problems—and good innovators pick problems worthy of solving. P: Once a business has developed, how can they sustain their growth? A: One important piece of this is striking a balance between the

two jobs any leader faces. The first is to make today as good as possible. The second is to prepare for tomorrow. Recognizing that these are fundamentally different tasks is a critical component to sustaining growth. Underinvest in today and you leave yourself open to attack from hungry competitors. Only invest in today and you miss tomorrow’s great growth opportunities. Balance is key.

chain of English education schools in China, which is another great example of leveraging an underlying capability—in Disney’s case one of the world’s great brands—to move into a new market.

IS THE 2016 ISPA CONFERENCE & EXPO THEME!

P: What is your advice to help entrepreneurs to find their perfect match when looking for business partners? A: I studied economics in college, so forgive me for “geeking” out for a P: What is the biggest challenge minute. But what you want is a circumbusinesses face in today’s market stance where both you and a partner economy, and how do you propose see “comparative advantage.” The best they overcome this challenge? partnerships are based on respect— To know more and register for A: It used to be that we would work when both sides recognize the other the 2016 ISPA Conference & Expo does something better than it does. hard to develop a strong market (Sept. 13-15 at The Venetian in That requires a fundamental humility. I position and then exploit it. But today’s Las Vegas, Nevada), remember once, we met with a much world moves so fast that the second we visit attendispa.com. bigger consulting company that told us get an inch of advantage, we have to they did everything we did, but better deal with a new competitor or a fresh and on a broader scale. Now, our clients would disagree, but it crisis. To overcome this challenge, I propose that companies didn’t matter—we politely stopped the conversation and moved infuse a sense of curiosity in day-to-day routines. The curious on. If you don’t perceive that there’s something to gain from a organization discovers new things, intersects with people who partnership, it’s hard for it to end up being anything other than think differently, experiments just to try things and invests in and exploitative. celebrates learning. This isn’t an overnight thing, but it is the best way to build resilience into an organization. P: What sort of traits/characteristics should a company look for when hiring employees? P: Can you give three case studies where businesses have A: In the book Mindset, Carol Dweck from Stanford showed how successfully expanded into a larger market? some people have more of a “fixed” mindset, where they think A: There are obvious classic studies, like Apple entering into the how to optimize and do the best they can in a static world and mobile phone market or Amazon moving from books to...everysome have a “growth” mindset, where they see possibilities. It’s thing, but I thought I would highlight more hidden stories. A few like the old parable of the two shoe salespeople who go to a years ago, Helen Eaton, the executive director of the Settlement remote village where everyone is barefoot. One sends a note to Music School in Philadelphia, was thinking on ways to expand the home office saying, “there is no market here, I am coming the school’s reach. For more than 100 years, the school had home” while the other says, “I need more shoes—the market is primarily focused on educating children, so Eaton and her team wide open!” Not to support delusional thinking, but we need developed innovative programming for adults, like Adult Rock more people with the latter view. n Band, where a group of former strangers would jam under the Be sure to attend the premiere spa industry event to not only gain access to a wealth of expert insights, but also connect with potential clients and spa industry peers who can inspire, mentor and open a world of opportunities for you!

tutelage of a master. Another fun example is how Rovio—the Finnish game company behind Angry Birds—went from smartphone apps to branded merchandise. That’s straight out of Disney’s playbook. Speaking of Disney, that company now runs a

FOR MORE about this issue’s featured expert, click here.

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ISPA NEWS

May is... ● ● ●

Have You Seen the 2016 Digital Buyer’s Guide?

he second annual ISPA Buyer’s Guide provides ISPA members easy identification and communication with ISPA resource partners. As an added benefit, visiting experienceispa.com allows you to view a digital version of the Guide for 24/7 on-thego access. It also enables you to easily download a PDF. Be sure to check the digital version often as it will be updated each quarter with new resource partners who have recently joined the ISPA community.

ISPA Membership Renewal Season is Here! It’s hard to believe that the 2017 Membership Renewal season is upon us! Be sure to renew your ISPA membership and receive the wealth of benefits that come with membership. If you have not yet renewed your membership for 2016-2017, you should be receiving a renewal invoice in the mail this month. ISPA’s new membership year will officially begin July 1. Contact ispa@ispastaff.com with any membership renewal questions.

● ● ●

The Start of the ISPA Membership Renewals National Bike Month (U.S.) National Blood Pressure Month (U.S.) Skin Cancer Awareness Month Mental Health Awareness Month Better Sleep Month

NATIONAL BIKE MONTH

5 8

Cinco de Mayo

Mother’s Day (U.S.)

9 –16

13 23 30 31

Sun Awareness Week (U.K.)

July Pulse ad materials due

Victoria Day (Canada)

Memorial Day (U.S.) Deadline to book your ISPA Conference & Expo hotel accommodation at The Venetian and receive extra savings. To book now or learn more, visit attendispa.com.

BLOOD PRESSURE MONTH

2016 Conference ISPA & Expo Sept. 13 – 15 Tuesday – Thursday

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THE VENETIAN, LAS VEGAS, NEVADA

he Monthly Snapshot Surveys provide ISPA members with a valuable look into the state of the spa industry and its trends as well as helps identify the needs of spa professionals. Snapshot Surveys are conducted on the third Friday of each month, with full results

provided to respondents two weeks from the release date of the survey. Knowledge is a valuable tool and these quick surveys provide a wealth of information shared by ISPA’s members. The January Snapshot Survey reflects on the fourth quarter of 2015. The end of 2015 brought lots of positive growth for the spa industry as a whole. Three-fourths (75 percent) of all ISPA spa members and 79 percent of ISPA resource partner members reported an increase in gross revenue change in the fourth quarter of 2015 compared to the same time the previous year. The majority (71 percent) of spa respondents indicated that spa visits were up when comparing quarter four of 2015 versus the same time in 2014. The chart breaks down some of the workforce changes that were notable for spa members in the fourth quarter of 2015.

STAY-IN-THE-KNOW about trends and hot topics in the spa industry by completing the monthly ISPA Snapshot Survey. With your participation, you’ll receive the full report filled with insights from your spa industry peers. Keep an eye on your inbox for next month’s survey.

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1. Matrix Fitness’ cord-free S-Drive Performance Trainer is designed to deliver the

PRODUCT SPOTLIGHT

functionality found in self-powered treadmills, weighted sleds, resistance parachutes and harness systems in one space-saving footprint. MATRIXFITNESS.COM | 1.314.954.9848

2. WellnessMats Fitness suspend body

weight, helping to reduce impact and stress. A premium performance mat, FitnessMats are inherently anti-microbial, easy-to-clean and backed by an unprecedented seven-year warranty.

WELLNESSMATSFITNESS.COM | 1.800.981.4979

3. The newest addition to Zenoti is a one-of-a-kind

approach to reporting that gives managers easy access to the data that matters to them, in the format they want to see it. Zenoti Dashboards save managers hours that are usually spent building custom reports. ZENOTI.COM | 1.877.481.7634

4. Precor Incorporated's new line of Spinner bikes—Ride, Shift and Rally—is built to last

craftsmanship to help reduce long-term corrosion and repair costs. PRECOR.COM/SPINNING | 1.800.786.8404

SPA SELECTIONS

Whether you intend to update your fitness equipment, spa software or retail area, the options are wide. See what exciting spa products are out right now.

nourishes dry skin with a blend of light, hydrating oils, coconut, lime and creamy rum scent. FARMHOUSEFRESHGOODS.COM | 1.888.773.9626

6. LYCON Cosmetics Known as the “Super Hero” wax, Lycojet Lavender can remove hair as short as

1mm. Sensational and technologically unique, Lycojet is super pliable and strong with added benefits of a thin economical application.

5. FarmHouse Fresh’s Citrine Beach Body Milk

LYCONUSA.COM | 1.855.890.2984

7. Dr. Dennis Gross Skincare Firming Peptide Milk is a bifunctional treatment that nourishes

thirsty skin with hyaluronic acid and coconut oil, while triggering a firmer-looking complexion. DGSKINCARE.COM | 1.212.752.0777

8. Pomegranate Eyes by ToGoSpa are packed with collagen, hyaluronic and amino acids, aloe, and vitamins A and C. With pomegranate extract and the anti-aging powerhouse resveratrol, ingredients work together to moisturize, nourish, plump, and rehydrate the delicate under eye zone. 8 9

TOGOSPA.COM | 1.888.773.1711

7 10

9. Universal Companies’ Spa & Wellness Simplified: 2016 Spa Resource & Equipment Book includes 1,450 new products,

new sections like Spa Equipment & Furniture as well as Salon and Barber, retail checklists and a special Learn & Grow education section for eLearning opportunities. UNIVERSALCOMPANIES.COM | 1.800.558.5571

10. Body Bliss’ Pocket Therapies Collection

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consists of eight travel-sized aromatherapy lotion bars, balms, oils and mists with specific wellness benefits. In line with Body Bliss’ commitment to sustainability, all Pocket Therapy products contain 100

ISPA STAFF VISION To be the leader in promoting and enhancing the well-being of the spa industry and the people it serves.

MISSION ISPA advances the spa industry by providing invaluable educational and networking opportunities, promoting the value of the spa experience and speaking as the authoritative voice to foster professionalism and growth.

Proudly serving ISPA and the ISPA Foundation

Lynne McNees • President lynne.mcnees@ispastaff.com 1.859.226.4260

Allison Martin • Membership Account Executive allison.martin@ispastaff.com 1.859.226.4334

Crystal Ducker • Vice President of Research & Communications crystal.ducker@ispastaff.com 1.859.226.4427

Jessica Pfister • Fulfillment Coordinator jessica.pfister@ispastaff.com 1.859.687.7014

Jennifer Duckworth • Senior Director of Events jennifer.duckworth@ispastaff.com 1.859.226.4254 Megan Browning • Marketing Manager megan.browning@ispastaff.com 1.859.219.3549 Tara Finn • Sales Manager tara.finn@ispastaff.com 1.859.226.4372

Autumn Phelps • Trade Show Manager autumn.phelps@ispastaff.com 1.859.226.4207 Amber Phillips • Events Manager amber.phillips@ispastaff.com 1.859.226.4420 Elizabeth Pulliam • Membership Experience Specialist elizabeth.pulliam@ispastaff.com 1.859.219.3512 Ashley Roberts • Project Coordinator ashley.roberts@ispastaff.com 1.859.219.3621

Allie Hembree Martin • Public Relations Manager allie.martin@ispastaff.com 1.859.425.5072

Tara Salah Eldin • Project Coordinator tara.salaheldin@ispastaff.com 1.859.219.3615

Briana Lee • Project Manager briana.lee@ispastaff.com 1.859.219.3527

Samantha Smith • Project Manager samantha.smith@ispastaff.com 1.859.219.3619

Mae Mañacap-Johnson • Editor mae.manacap-johnson@ispastaff.com 1.859.425.5062

Jenny Wallace • Strategic Communications Manager jenny.wallace@ispastaff.com 1.859.226.4354

2016 ISPA CONFERENCE & EXPO • SEPTEMBER 13-15 • LAS VEGAS, NEVADA

TANCE? Contact eliz abeth@isp astaff.com or call 1.85 9.219.351 2

THINK ABOUT attending a CONFERENCE that gives you PLENTY to think about. May 2016

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AD INDEX 5

Biotone Professional Massage and Spa Products 1.800.445.6457 biotone.com

20, 21

[ comfort zone ] north america 1.212.924.2454 comfortzone.it

ISPA would like to thank the following Pulse advertisers for their support of the association: INSERT FarmHouse Fresh 1.888.773.9626 farmhousefreshgoods.com

jane iredale 1.844.350.1610 janeiredale.com

GrandeLASH-MD 1.877.835.3010 grandelashmd.com

IBC

Nelly De Vuyst 1.800.263.8888 derme.ca

8, 9

HydraFacial MD – Edge Systems LLC 1.800.603.4996 skinhealthforlife.com

Philip Stein Holding, Inc. 1.800.237.9477 philipstein.com

HydroPeptide 1.800.932.9873 hydropeptide.com

Phytomer Group Brands 1.800.227.8051 phytomerusa.com

ResortSuite 1.866.477.8483 resortsuite.com

IFC, 1 Éminence Organic Skin Care 1.888.747.6342 eminenceorganics.com 13

ESPA International (US) Ltd. 1.786.350.1192 us.espaskincare.com

EuroSpa Aromatics 1.800.395.6478 eurospaaromatics.com

Bold indicates year-round Pulse advertisers and 2016 ISPA Conference & Expo sponsors.

ISPA Welcomes New Members to the ISPA Community Resource Partner

Educator

Cimber Designs by Kelly Cimber Dana Herbert Accessories Goody Goody JINsoon Beauty LLC Martinni Beauty Inc Mindful Luxury PHYT’S Red Cherry Certified Organic Labs Ronald McDonald House - New York Yes To Life Coaching

Hsiang-Yun Tung Jill Kohler Stacey Smith

Student Kirsten Brinkman Maria Elena LujanGonzalez Suzie Galstian

Spa Jalan Facial Spa Jupiter Island Club - Health and Fitness Center Nadia Aesthetic & Anti-Ageing Center SHARON SPRINGS, INC Spa Revolution of Ocala, Inc. the bodhi spa The Mineral Springs at The Adelphi Hotel Village Wellness Spas

EDITOR’S NOTE: This includes new members from February 3-March 21. You can access the online membership directory at experienceispa.com.

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SOCIAL CONNECTIONS

Like a true community, let's make meaningful connections. Aimed at helping ISPA members discover each other, share one another's passions and inspirations, and hopefully kick-start warm introductions among peers, this section called Social Connections is all about building bridges. Share your passion with Pulse and see yourself featured in this section.

FRANÇOIS POUCET

• MANAGING MEMBER • L’ESSENCE DES NOTES • PALM BEACH GARDENS, FLORIDA

1. MY KNEES GO WEAK OVER: Vintage cars. I love driving around in my own vintage Austin-Healey. 2. BOOK CURRENTLY READING: Jesus (A Story

of Enlightenment) by Deepak Chopra 3. FITNESS ROUTINE: Mountain biking, paddling, motocross

racing and jogging 4. FAVORITE CHARITY/CAUSE TO SUPPORT: Melody House

7. CAN’T-LIVE-WITHOUT PIECE OF ACCESSORY:

Motorcycle. I once traveled to Sibiu Romania to be part of The Redbull Romaniacs, a highly popular and extreme off-road endurance motorcycle race. FAVORITE INSPIRATIONAL QUOTE: “It is better to lose

yourself in your passion than to lose your passion.” FAVORITE MUSICIAN: Carlos Santana

Jamaica, a home for abused and abandoned girls

FAVORITE TRAVEL DESTINATION: Caribbean

5. INSPIRATIONAL BUSINESS ICON: Warren Buffet

BEST PIECE OF ADVICE YOU’VE RECEIVED: My dad once told me: “If you want to go far, you have to pace yourself.” ■

6. MOST USED APP(S): Marmiton for recipes and Facebook

essencedesnotes.com

L’Essence des Notes

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“The greatest failure is the failure to try.” — William Ward

never thought a cow would help guide me to my happy place, but it did and here’s how it happened. I am the youngest of three girls—Irish triplets (each about a year

apart)—and each with our very own unique style and creative spirit. I once saw a painting of a cow in a magazine which I saved and repeatedly STYLING & PHOTO BY ECHOSTARMAKER.COM

asked my middle sister (a talented artist) to paint it for me. I kept asking and asking like only a little sister can until she eventually bought me a canvas and instructed me to paint it myself! There were so many things I discovered during my journey of painting the cow. What I thought would be an impossible and stressful task turned out to be rewarding and quite calming. Working on the painting became my escape—helping me to unplug. Isn’t it funny how often our escape is something so far from what we love to do day to day? When I would get frustrated with it, my sister would encourage me to take a break, sit back and look at it differently. See it from a different angle. She also encouraged me to throw away the original picture of the cow. “Now make it your own,” she said. When my painting was completed, I felt a sweet sense of accomplishment. It was exactly the painting I had wanted, in fact, it was even better. I love it and believe it only

What makes your pets adorable and how do you spoil them? “They are long-haired, hippy dogs. They are whimsical and playful. As their names suggest, Jackson Hole and Teton Spirit are ‘national treasures.’ We spoil them by taking them to doggy daycare once a week. We also make their own treats by dehydrating chicken strips, and showering them with kisses.”

turned out well, because I had such a good (and patient) teacher. How do you unplug? I can now add painting to my list, which includes mowing the grass, knitting, gardening, cooking, and another new favorite, thanks to a special Christmas gift, adult coloring books. Carve out the time and make unplugging a priority. Go ahead—paint that cow!

—LYNNE McNEES, ISPA PRESIDENT

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CONNECT WITH ME ON FACEBOOK! Lynne Walker McNees