Pulse Spa Magazine November 2015

NOVEMBER 2015

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P U L S E . E X P E R I E N C E I S PA . C O M

BE A LEADER

Spark

Fire!

THE

FROM YOUR

CHAIRMAN

2015 ISPA BOARD OF DIRECTORS OFFICERS CHAIRMAN Michael Tompkins PALM Health

Here’s an idea: Be the match that sparked the fire.

VICE CHAIRMAN Ella Stimpson The Spa at Sea Island SECRETARY/TREASURER Todd Shaw The Club at Las Campanas DIRECTORS Noel Asmar Noel Asmar Group Inc.

s a global community of leaders, ISPA has

Blake Feeney Feeney & Co.

sparked countless of ideas—some have

Todd Hewitt Four Seasons Toronto

spread like wildfire in the spa industry and, in the process, helped to create a

Kristine Huffman Huffman Hospitality Concepts

shift in thinking.

ISPA Foundation Chairman Frank Pitsikalis ResortSuite

What were some of these “you’ve seen it first at ISPA” ideas? ISPA was first to bring the marriage of art and spa into the spa community’s consciousness by having Eric Wahl speak twice at the ISPA Conference & Expo and highlighting “Art in Spa” and the works of Tuska on the pages of Pulse magazine. You also likely first saw Louis Schwartzberg and his magnificent timelapsed films at the 2012 ISPA Conference & Expo. Since he spoke at the ISPA Conference, the film director has become ubiquitous in the spa industry.

Fueled by a passion to give back to the community, ISPA continues to stoke the charitable fire in many members like you by bringing forward philanthropic causes and introducing you to inspiring people. Who can possibly forget TOMS founder Blake Mycoskie who spoke at the 2013 ISPA Conference & Expo and changed the world of business through his disruptive “One for One” model? And how about charity:water founder Scott Harrison and Chez Panisse founder Alice Waters who, at this year’s ISPA Conference & Expo, helped lead the conversations on two pressing issues, namely clean water and sustainable food sources?

Julie Oliff St. Regis Aspen Laura Parsons ZaSpa at Hotel ZaZa ISPA Foundation Vice Chairman Sharilyn Abbajay Red Door Spas Eric Stephenson Well World Group Todd Walter Red Door Spas Lynne McNees ISPA President MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic

As a community of leaders, we have the power to disrupt old ways, change outdated thinking and ignite new ideas. It doesn’t take much to push the boundaries of creativity, in

CHAIRMEN’S COUNCIL

the same way that it doesn’t take a whole lot for a single match to spark a fire. Next time

Past ISPA Chairmen who are current members:

you see a wildfire, ask yourself: “Did I first see this idea at ISPA?” But more importantly, ask

Gayle Brady • Brady Spa Consulting

yourself: “Was I the match that sparked the fire?”

Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi Kate Mearns • 5 Spa Consulting LLC —MICHAEL TOMPKINS, CHAIRMAN

Jim Root • Glen Ivy Hot Springs Jane Segerberg • Segerberg Spa Consulting, LLC

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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 Whitney Elswick ADVERTISING COORDINATOR Katherine Blake PRODUCTION MANAGER Chris Guzicki

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2015.

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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PULSE

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.

“But don’t be misled—not all leaders hold a position of authority, in the same manner as not all those in authority are leaders.”

Are you a leader who eats last?

E

ach time I think of leadership, I am always reminded of my interview with Leaders Eat Last author, Simon Sinek. In the June 2015 issue of Pulse magazine, he described how the Seniors in the U.S. Marine Corps would

selflessly let Juniors eat ahead of them during mealtime. To the leaders of the Marine

Corps, doing so is an act of leadership since it exemplifies putting others ahead of their personal needs.

The idea of leading with humility and selflessness is a powerful concept that’s once again echoed on the pages of this “Leadership” issue. On page 32, the article “Everyday Habits of Great Leaders” defines the key traits that make inspiring leaders as well as highlights small measures that you can incorporate into your daily life in order to become a better leader. But don’t be misled—not all leaders hold a position of authority, in the same manner as not all those in authority are leaders. A true leader, whether his or her work title is CEO or massage therapist, is someone who can inspire a tribe to take action. The ability to move others to dream, act and strive for more (read Learning the Power of Influence, page 26) is one of the most powerful traits of an inspiring leader.

So next time your plate is full with fires to put out and deadlines to meet, pause for

MARION PHOTOGRAPHY STUDIO

a moment and think: Are you willing to set aside worries and personal hunger for power or control to put other’s needs first? When it’s time to feed your team with inspiration FOLLOW US ON TWITTER! @ISpaDoYou

and empowerment, are you a leader who eats last?

LIKE US ON FACEBOOK! International SPA Association

—MAE MAÑACAP-JOHNSON, EDITOR @ISPAPULSEEDITOR

GRAB YOUR PHONE SNAP A SELFIE You’re spotted—and we love it! Snap a selfie with your favorite Pulse issue and share it with us via ispa@ispastaff.com or on social media using #PulseSelfie for a chance to be featured in Pulse and win two inspirational books published by New Harbinger Publications entitled What Would Buddha Say? by Barbara Ann Kipfer and In This Moment by Kirk D. Strosahl, Ph.D. and Patricia J. Robinson, Ph.D. Ready, pose and snap!

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NOVEMBER

2015 26

VO LU M E 2 5 ISSUE 9

Learning the Power of Influence Moving Others to Act B Y M A E M A Ñ AC A P - J O H N S O N

EVERYDAY 40

HABITS

The Perfect World B Y S COT T FRIEDMAN, CSP

OF

G R E AT LEADERS

46

Special Anniversary Series:

Marking a Milestone

BY ALEXANDER MENRISKY

BY ANDREW DEWSON

32 54

Voices: Risk Management Understanding the Four Important Parts

BY HAL KALKSTEIN

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November 2015

IN EVERY ISSUE

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From Your Chairman

6

Pulse Preview

12

Pulse Points

16

Member Profile: Kurotel – Longevity Center and Spa Promoting Meditation and Brain Health in Brazil

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BY ALEXANDER MENRISKY

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Member News

BY TARA SALAH ELDIN & SARAH HARMON

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Conversations: Ella Stimpson Director of Spa The Spa at Sea Island

BY MAE MAÑACAP-JOHNSON

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SEE + BE SEEN

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Ask the Expert: Scott Steinberg TechSavvy Global CEO and Author of Make Change Work for You

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Success Stories: Jan Marini Founder, Jan Marini Skin Research Inc.

BY CHRISTINA BUSWELL

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24

60

58

A Day in the Life: Kara Willingham Support and Training Manager FIT Bodywrap

BY CHRISTINA BUSWELL

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ISPA News

65

ISPA Snapshot Survey

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ISPA Foundation

68

Product Spotlight

ABOUT THE COVER

71

Social Connections: Brian Brazeau Chief Executive Officer, Babor, Delray Beach, Florida

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End Notes

The metaphor is clear: Like a single match, it takes one great leader to spark a fire. This “Leadership” issue of Pulse magazine stresses the idea that true leaders ignite creative thinking, fuel commitment and inspire a tribe to follow with passion.

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COVER PHOTO: SHUTTERSTOCK

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PULSE POINTS

Top Employee Complaints About Leaders IN A SURVEY conducted by Interact/Harris Poll, a whopping 91 percent of surveyed employees say communication issues can drag leaders down. The online poll surveyed roughly 1,000 U.S. workers.

Results from the survey reflect top management complaints from employees, including micromanaging, bullying, narcissism, indecisiveness, to name a few. When it comes to communication issues that prevent effective leadership, employees ranked the following as the top management offenses:

63% 57% 52%

51% 47% 39% 36% 34% 23%

Not recognizing employee achievements

Not giving clear directions

Not having time to meet with employees

Refusing to talk to subordinates

Taking credit for others’ ideas

Not offering constructive criticism

Not knowing employees’ names

Refusing to talk to people on the phone/ in person

Not asking about employees’ lives outside work

Carefully assess how you are communicating to your staff. Are you genuine? Do you have delegation issues that often lead to micromanagement on your part? Open up the communication lines with your staff in order to understand your weak points as a leader and improve in those areas.

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Shortage of Leadership in Southeast Asia

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esearch firm Gallup has uncovered a leadership shortage in Southeast Asia. The 10 ASEAN member nations (i.e., Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, the Philippines, Singapore, Thailand and Vietnam) need to address this issue if they are to compete on the global stage.

As China’s economic growth slows, the Southeast Asian nations need to develop more leaders in the region in order to capitalize its economic growth. The region is projected to be the fourth largest global economy by 2050.

To identify strategies that can help bridge the leadership gap, Gallup and the Human Capital Leadership Institute (HCLI) interviewed top-level business leaders in six ASEAN member nations.

The following are the five business strategies they have identified to help the region develop more leaders: ●

Make long-term career plans but remain open to possibilities. Companies should encourage leaders to assess their progress approximately every three years and refocus or revise their goals as necessary.

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Go global early. Because cultural and language diversity are among the common issues of leading in the ASEAN region, companies should provide emerging leaders opportunities to travel at different stages of their careers in order to equip them with the needed skill sets.

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Early cross-functional experiences and risks pay off for executives. Companies should ensure leaders gain a working knowledge of several different aspects of the business and have the opportunity to test their strength in each area to show diversity of talents.

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Develop a deep professional network. Countries should help leaders manage credible networks in their organizations that provide guidance and support.

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No need to “save face.” Showing vulnerability has proven to be a key component. Companies that encourage this character trait will build a culture of transparency and objectivity.

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MEMBER PROFILE

KUROTEL – LONGEVITY CENTER AND SPA Promoting Meditation and Brain Health in Brazil

BY ALEXANDER MENRISKY

K

urotel - Longevity Center and Spa in Gramado, Rio Grande do Sul, Brazil, has always operated with one goal in mind: to promote longevity and serve the people with a combination of personal care, natural medicine and the best in modern technology.

“For more than 30 years, Kurotel has had the same mission: Promoting ‘better health, more life’ for each and every 16 PULSE

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client that comes through the complex,” says Director Rochele Silveira, whose family owns Kurotel.

ROCHELE SILVEIRA Director Kurotel – Longevity Center and Spa Rio Grande do Sul, Brazil

Looking Back “The dream of having a space to receive people and assist them in their quest for well-being and happiness became a reality in 1982 when my parents, Neusa and Luís Carlos, created Kurotel,” Silveira says. Over the course of the next 30

years, Kurotel has built an expansive range of treatments, adding more and more to its offerings to create a completely holistic medical wellness facility.

Shortly after Kurotel opened its doors, the Silveira family introduced Kur

“The technique used at Kurotel is called 'mindfulness,' which focuses on the present moment and 'turns off' the brain, visualizing positive thoughts.”

Pharmacy and Kur Cosmetics. The Stress Management Center, opened in 1985, enhanced Kurotel’s wellness concept.

The spa continued to invest heavily in medical techniques, staff and technology throughout the 1990s as further expansion included the Diagnoses Center and Kur Longevity Diet.

In 1997, Kurotel began operating its Spa and Beauty Treatment branch, firmly establishing its wellness position in the

With a mission to promote "Better Health, More Life," Kurotel offers guests programs and products that help promote well-being and longevity of life.

Alive) in 2010 and expanding it internationally in 2014.

spa industry. It continued adding new components such as Tobacco Control and Kinder Kur, which allowed the center to appeal to a younger clientele.

The 2001 Longevity Center and Predictive Medicine phase established Kurotel’s commitment to encouraging healthier, longer lives, and in the early 2000s, the Silveiras began to focus their medical attention in new directions, introducing a post-cancer treatment and Brain Health and Meditation program.

Earlier this year, Kurotel was certified as “Cancer Aware” Wellness for Cancer, which provides standardized cancerfocused training and business criteria for the spa and wellness industry.

Kurotel has also broadened its vision to include charity and community outreach, establishing the non-government organization called Mente Viva (Mind

Growth in Brazil Kurotel’s medical spa business has seen particularly positive growth in Brazil, a country that has a long history of exemplary medical wellness services. “There is a flow of international clients that come to Brazil to take care of their health,” Silveira says. “Hospitals are being certified by regulatory authorities and consequently generate new jobs to join two traditional sectors: health care and tourism. For many visitors, going to a wellness spa where they can relax, enjoy their holidays, get to know a different culture and take care of their health in a preventive way is a memorable experience.”

Kurotel meets its clients’ medical needs through a preventive and predictive approach. After selecting state-of-the-art and scientifically proven treatment November 2015

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MEMBER PROFILE

methods, the team adapts the technologies available to client requirements.

Recently, Kurotel’s newly introduced Brain Health program has been especially popular. Designed in partnership between neuroscientists and Kurotel’s own medical professionals, this oneweek treatment program “investigates and addresses cognitive and memory deficits,” as well as issues in workaholism, creativity and humor. The program employs an array of neuropsychological tests and neuron fitness treatments to stimulate neural circuits, focus and associate facts to images and develop cognitive clues to help accomplish tasks.

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“Just like the body, the brain needs annual checkups to analyze its health and performance, and appropriate treatment and exercises to develop and leverage its cognitive ability, attention and memory,” Silveira says. “Caring, humor and affection are essential for well-being and the perception of life satisfaction. This means reducing stress levels, blood pressure and anxiety, and improving sleep and the immune system as well as family and social relationships.”

The client-specific nature of these treatments requires a skilled staff of experts. In order to maintain its highly specialized team, Kurotel recruits carefully.

New employees undergo intensive train-

ing to learn Kurotel’s longevity program and are encouraged to continue training and education in accordance with medical industry regulations.

“We are facing tougher markets in the 21st century,” Silveira says. “The world has changed and the demands are no longer the same. Innovation has become a prerequisite for success and survival in this new world order, and to be innovative and unique, a brain needs training, care and assessment.”

Focus on Meditation The addition of meditation treatments has also proven popular with guests.

“Meditation has gained scientific

support and has proven benefits,” Silveira says. “The technique used at Kurotel is called ‘mindfulness,’ which focuses on the present moment and ‘turns off’ the brain, visualizing positive thoughts.”

In addition to providing meditation treatments to guests, Kurotel has also branched out to bring these principles to its community. The spa developed Mente Viva in order to promote a culture of peace in schools through meditation techniques.

Originally established in southern Brazil, the organization’s main objectives are to bring attention to children and teens, promote development through care and to encourage collective feelings

of peace and belonging in the community. Today, Mente Viva operates in 150 schools registered in several states and countries, such as Spain and Portugal, and works with over 27,000 children, teens and teachers. So far, the organization has seen a wide range of results, from reduced school violence and signs of hyperactivity to improved academic performance and overall wellbeing.

Silveira expects continued success.

“The entity is non-profit and has no political or religious purposes,” she says. “[Mente Viva’s] main goal is to integrate each and every citizen who wishes to contribute to a more humane and caring culture in different social relations.” ■

ABOUT THE SPA Spa open date: 1982 Square footage: 244,082 Number of treatment rooms: 60 Number of full-time spa staff: 136 Guest ratio percentage (female vs. male): 65 percent vs. 35 percent Signature treatment: Brain Health Program Contact information: Kurotel – Longevity Center and Spa Rua Nacoes Unidas 533 95670-000 Gramado, RS Brazil Phone: 55.54.3295.9393 Website: kurotel.com.br

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

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

Jim Lewis

Lynille Steffenhagen

Nicole S. Ktenas

Carolina Hayes

Saysomphorn Sisavatdy

Crystal McElroy

Thor Holm

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Jim Lewis has been named Chief Executive Officer at Marilyn Monroe Spas with headquarters in Orlando, Florida.

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Oakbrook Terrace, Illinois' Jindilli has appointed Lynille Steffenhagen as Director of Training and Product Development.

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Ronel Corbin has been named Executive Vice President of Health, Wellness & Spa at The Carillon Hotel and Spa, located in Miami Beach, Florida.

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Dr. Hauschka Skin Care, headquartered in South Deerfield, Massachusetts, has announced several promotions and additions to its team. Carolina Hayes is now the company’s Vice President of Sales, Nicole S. Ktenas is the new Director of Sales, Specialty Channel.

Elizabeth Crowel has been named Director of Sales, Natural Channel.

Saysomphorn Sisavatdy is named Director of Sales, Premium Mass & Pharmacy Channel.

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Crystal McElroy is now Director of Sales for the Universal Spa Equipment division at Universal Companies Inc. in Abingdon, Virginia.

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Located in Naples, Florida, SpaTerre at LaPlaya Beach & Golf Resort has appointed Marco Perry as Managing Director.

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Thor Holm is the new General Manager at Osmosis Day Spa Sanctuary, located in Freestone, California.

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Jennifer Wayland-Smith has accepted the position of Lead Sales Representative, Hotels, Resorts & Spa, for Impact Cryotherapy.

Ronel Corbin

Elizabeth Crowel

Marco Perry

Jennifer Wayland-Smith

GIVING BACK 1. Located at Paradise Valley, Arizona, Sanctuary on Camelback Mountain

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launched “Spa for a Dream,” a promotion benefitting Colleen’s Dream Foundation. The spa donated 10 percent of its proceeds from its specially priced US$99 60-minute Swedish Massages and 60-minute Sanctuary Jewel Facials to the foundation, which helps to support accurate and accessible early detection tests for ovarian cancer. The spa also donated gift bags that included Kashwere, LLC blankets.

2. To mark the one-year anniversary of Hurricane Odile which devastated the Los Cabos region of Mexico, Mala and Mantra has introduced its “Crafted for a Cause” line to help raise funds for pressing social issues.

The first in the series is the “I Am Cabo” collection. Located in Carlsbad, California, the accessory company will donate US$5 of every sale from the collection to the Cabo Hurricane Fund, an organization committed to providing emergency services and rebuilding of the disaster-affected area.

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BRILLIANT IDEA Technogym in Fairfield, New Jersey has launched Technogym E-Services. This online customer service portal will track orders and service requests in real time, allowing customers to see when warranties are expiring, what pieces of equipment need maintenance, which spare parts are ordered, to name a few of its key benefits.

MEMBER UPDATES 1. Hilton Head Health and Arum Spa at Sonesta Resort Hilton Head Island

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have teamed up to provide more options to guests. Through March 20, 2016, guests staying at the newly renovated Sonesta Resort can now participate in and take advantage of Hilton Head Health’s wellness programs.

2. Precor Incorporated, of Woodinville, Washington, has partnered with the

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makers of Spinning indoor cycling program to produce a new range of indoor cycling equipment. The new lineup will feature brand-new engineering and design components co-developed by Precor and Spinning.

3. FarmHouse Fresh, of Frisco, Texas, has announced a new partnership with Dollywood’s DreamMore Resort Spa, located in Pigeon Forge, Tennessee.

The products are being offered as in-room amenities at the resort and are also being featured in the spa’s Sweet Tea Surrender Mani/Pedi and Scents of the Season Seasonal Treatment.

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OPEN FOR BUSINESS The Spa at Hilton Orlando has recently re-opened as eforea spa to offer guests both its signature global Journey Enhancements and localized experiences. The newly renovated spa’s offerings include indigenous treatments such as the Orange Blossom Hydra-Lift Facial and Beach Body Contouring Wrap. The spa also brings in skin-care lines from Florida-based Pevonia International, LLC.

NEW ON THE MENU 1. Mirbeau Inn and Spa, located in Skaneateles, New York, now offers a

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Parents-To-Be package. The spa portion of the package includes a tensionrelieving Mother-To-Be massage for expectant mothers in their second or third trimester, a 50-minute massage treatment of choice for the soon-to-be father, a prenatal yoga session and a Mirbeau teddy bear for keeps.

2. The Woodhouse Spas Corporation, of Victoria, Texas, now offers services

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incorporating Mio Skincare. Guests can now avail themselves of Mama Mio and Mio high-intensity body-care services as well as purchase Mio Skincare products at the day spa chain.

3. Guests can recover from the seasonal change with the new Autumn Skincare Fix-It Guide at Spa Gregorie’s, located in Newport Beach, California. Whether sun damage, dryness, dull, dead skin or free radical exposure is the issue, the new autumn-infused line offers plenty of pumpkin, apples and spices to the rescue.

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CONVERSATIONS WITH ELLA STIMPSON

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

As the first spa leader invited to speak at the prestigious Forbes Travel Guide 2015 Awards, The Spa at Sea Island’s Director of Spa Ella Stimpson has made a historic first for the spa industry. Speaking alongside a panel of hotel and restaurant management experts, her presence on the Forbes stage signals the travel industry’s recognition of the spa industry as a formidable sector in the tourism and hospitality market.

With Stimpson at the helm, The Spa at Sea Island—located in Sea Island, Georgia—earned a Forbes five-star rating this year.

Forbes serves as the gold standard of star-rating service for hotels, restaurants and spas.

In this one-on-one Conversations, the immediate past ISPA chairman relives the historic moment, shares important takeaways and talks about traveler expectations.

PULSE: What was your reaction upon receiving the invitation to speak at the Forbes Travel Guide 2015 Awards?

Ella Stimpson: Surprised and delighted, then sobered and a little nervous. I wanted to make sure I could represent my peers adequately and I needed to do some information-gathering to make that happen.

P: Why was it important that the spa industry was represented at this year’s Forbes Travel Guide 2015 Awards panel?

S: This was the first time that a representative from the spa industry was invited to sit on the panel with the “big boys” from the hotel and restaurant managements. To me, that signaled a shift in the official view that spas are an important triad in the Forbes fivestar world—along with fine dining and fine accommodations.

The spa industry has been grown up for a while and the hospitality industry is starting to recognize that maturity.

P: What were some of the most pressing issues relating to hotel industry rating standards addressed during the event?

S: At the luxury level, we are struggling to stay true to our roots of gracious hospitality—to have the “soul of an innkeeper.” We need to adjust the type of hospitality to the realities of our fasterpaced world and the role of technology in the hospitality, dining and spa settings.

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P: Why do you think it’s important to establish a global rating standard for the hotel industry? How would this benefit the spa industry in general?

S: Consumers are drowning in information. Whether it’s consumer review sites, paid advertising that looks like reviews or other property distinctions, it’s hard to know what to trust. The standards at Forbes are strictly adhered to and regularly tested at all of its four- and five-star properties. Therefore, that rating provides reliable proof that the property, restaurant or spa is among the best-in-class in the world.

P: What were some of the key takeaways or business lessons shared at the event?

S: For spas, we are seeing that there is increasing tension between those who visit to be social and those who visit to be tranquil. Few of our existing facilities accommodate both objectives. Spas in the future need to make sure there is a place for both.

P: What are some of the innovations or plans for the future laid out by Forbes to ensure that it continues to improve its rating categories?

S: Forbes has created a Standards Advisory Committee. The committee provides regular and relevant insights to Forbes about what is happening in our businesses. This keeps the standards relevant and evolving—as our businesses and guests evolve.

P: According to talks at Forbes, in what way have social media and technology affected travelers’ expectations?

S: Many guests simply don’t want to talk with live reservations agents anymore. There needs to be a seamless way to make online reservations that still meets the expectations of gracious hospitality. Likewise, the traditional check-in experience is evolving in many properties—and spas are sure to follow—so that guests can skip the lines and go straight to their rooms. In restaurants and in many activities on property, tablet menus are replacing paper. But most relevant to spa is the ubiquity of personal devices in the spa space. Many spas are adjusting the old exhortation of “no cell phones allowed” to a more realistic, “bring your devices in—just respect your fellow guest’s privacy.”

P: What are some of the things implemented to ensure that The Spa at Sea Island continues to earn Forbes’ fivestar recognitions?

S: We will continue our relentless emphasis on training and testing the standards, on making sure our collateral, services and spa experiences are unique and tell an authentic story, and in offering that good-old Southern charm, which comes so naturally to Sea Island. ■ WHO WERE AMONG the Forbes Travel Guide 2015 Star Award winners? Click here to see the full list.

For spas looking to earn a Forbes star distinction, what piece of advice can you give? Get access to a direct, on-site training by the Forbes team. Even if you don’t manage to achieve a four- or five-star rating right away, your employees, and by extension, your guests will immediately benefit from Forbes team’s excellent perspective and tips.

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Learning THEPOWEROF Influence Moving Others to Act

BY MAE MAÑACAP-JOHNSON

Do you have the power to move others to act? When was the last time you were able to change another person’s opinion? The ability to influence is a powerful skill every good leader must learn. Without the power to influence, it would be impossible for leaders to build a team and inspire members to follow.

“The power of influence is so important that it can actually reveal the difference between a manager and a leader,” says Tarik Acar, director of spa at Four Seasons Bosphorus in Istanbul, Turkey. “The manager gives directions and orders, which creates benchmarks, but a leader inspires and influences to exceed the benchmarks.”

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“The manager gives directions and orders, which creates benchmarks, but a leader inspires and influences to exceed the benchmarks.”

— TARIK ACAR • Director of Spa at Four Seasons Bosphorus • Istanbul, Turkey Among the great leaders in the world, he thinks Mahatma Gandhi is one who displayed powerful influence. “He is not just influential but a transformational leader,” he says, adding that he most admires Gandhi’s virtues of simplicity, truthfulness and faith in one’s self and in others.

Leaders like Gandhi are able to inspire actions in others because they have a fundamental quality that is needed to create influence in others: leadership through example.

Leading Through Example To lead through example, one must have credibility. Acar, who describes his influencing style as “motivational and inspiring,” says the best way to create influence among team members is to support, praise and protect them when needed. “Respect them as individuals, not just as part of a team,” he says. “Set clear goals and empower them to reach and exceed those goals.”

In creating influence, it’s important to learn how to actively listen in order to build trust. “As a leader you should not think about what answer to give (and sometimes you do November 2015

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not need to give an answer immediately) but just listen at that moment to understand,” Acar says. “Active listening creates trust and confidence and is a sign of care.”

When arguments arise at work, Acar stays neutral, giving advice to both sides but empowering parties to resolve the issue among themselves. “I do not try to solve it for them but simply follow up on the issue,” he says.

When having difficulties influencing someone at work, his solution is to first build trust. “I work on creating trust between us, which can take a long time and requires so much active listening and honesty in all actions and communications, including giving feedback,” he says. In fact, asking for feedback is a leadership habit he tries to practice daily in order to further develop his ability to create influence.

But a true test of influence is being able to inspire others to assert their ability to motivate others to act. It is necessary to create an entire environment of influence in which team members are empowered to influence peers and those whom

they interact with on a daily basis, including guests.

Influencing Guests When spa staff members are empowered to assert their power of influence, they are likely to also inspire guests to take action, especially when it comes to their health. “Spa industry professionals should advocate a message of health and focus on highlighting the role that spas may contribute to guests’ overall wellness,” says Wendy Lisogar-Cocchia, president of Absolute Spa Group based in Vancouver, British Columbia in Canada. “We want our guests to leave knowing that the Absolute Spa Group team cares about their heath, happiness and well-being. It’s our number one priority.”

To do this, the spa empowers its staff to customize its guests’ spa experiences in order to meet individual needs and treat every guest as a V.I.P. “In a competitive industry such as this, it is imperative to create positive, lasting memories for guests, which will ensure their desire to return,” Lisogar-Cocchia says.

“As consumers shift their focus to health and well-being, the spa industry should position itself as the center of integrated and holistic approaches to wellness.”

— WENDY LISOGAR-COCCHIA • President of Absolute Spa Group • British Columbia, Canada

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“Beauty is connected not only to the health of our bodies, but also to our spiritual self in conjunction with our habitat.”

— ADRIANA AZUARA • CEO and Founder AgaveSpa Skincare • Coral Gables, Florida

This is most important, especially in the age of social media, when guests are likely to also influence their circle of friends through their online recommendations. “Our clients are our number one messengers. Happy guests share their experiences!” she says.

Getting the Message Out Like Absolute Spa Group, AgaveSpa Skincare, with U.S. headquarters based in Coral Gables, Florida, is also committed to influencing guests to live a healthier lifestyle. “We expose our customers to a new discovery of holistic approach,” says CEO and Founder Adriana Azuara. “Beauty is connected not only to the health of our bodies, but also to our spiritual self in conjunction with our habitat. We want to preserve our [Mexican] heritage, incorporating sustainability at the heart of our brand.”

To bring its health and beauty message across, the company creates a positive working synergy with spas that carry their products because they help tell AgaveSpa’s brand story to spa guests. “To tell a new message is always challenging, but we are happy to see that in the two and half

years since the launch of our line, we have a consistent presence in more than 200 spas in the best resorts and hotels in Mexico,” Azuara says.

To reach an international audience, AgaveSpa has recently launched in the United States. “[Our presence at the 2015 ISPA Conference & Expo] marks the launch of our professional line in the U.S.,” she says.

Like Azuara who sees the spa’s role in the global health scene, Lisogar-Cocchia thinks that the spa industry has the power to become a truly influential voice when it comes to global health and well-being. “As consumers shift their focus to health and well-being, the spa industry should position itself as the center of integrated and holistic approaches to wellness. To tap into this growing market and spread our message, the industry should develop specialized services that target specific markets,” she says.

In the end, whether influencing your team members or guests, it’s important to keep in mind that in today’s business world, power, in itself, is no longer enough to create a lasting influence. Power and authority may force someone to follow you, but without true influence, you can never truly lead. ■

3 Ways to Develop Your Power of Influence UNDERSTAND YOUR INFLUENCE STYLE. As a leader, how do you often influence others? Do you do it by asserting your role? Do you influence others by negotiating? Or are you more likely to motivate rather than assert? Certain situations and individuals you work with may require a slight change in your influence style, so try to adapt as the situation changes.

GET FEEDBACK. When trying to learn to influence others, ask a peer to help you by giving feedback after you role-play certain situations.

FIND A ROLE MODEL. Sometimes, you simply need to observe a role model in order to pick up cues on how they influence others. Whether it’s your boss or a senior team member, be observant during meetings or conversations to learn how they get others to change their opinions or take action.

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SEE + BE SEEN LEAVING A LEGACY. Lynelle Lynch, president of Beauty Changes Lives and Bellus Academy: The Academy of Beauty & Spa, was seen at the Beauty Changes Lives Foundation 2015 Legacy Award. Held at the Art Institute of Chicago, the event honors individuals in the professional beauty industry whose body of work has left an indelible mark in the industry.

Dr. Oralia G. Dominic, researcher in Cancer, Diabetes and Health at Penn State University; Shelby Spoon; and Signature Beauty Soireé host Alana Cornish. Marcia Perry, founder & CEO of Perry Media Group, was also present at the event.

BEAUTY SOIREÉ. FarmHouse Fresh sponsored Signature Beauty Soiree by Coco & Curls at The Hotel Hershey in Hershey, Pennsylvania. The upscale evening event was attended by over 70 fashionable, multicultural women from ages 25 to 65, including corporate executives as well as stay-at-home moms. Attendees received FarmHouse Fresh’s Lynch with Lenie and Robert Passage, who accepted the Beauty Changes Lives Foundation 2015 Legacy Award on behalf of the late Leo Passage, founder of Pivot Point International Inc.

Sundae Best Chocolate Softening Face Mask and Whoopie! Cream in their gift bags, as well as attended a tutorial on makeup trends by celebrity makeup artist Gavin Herbert who has worked with Phylicia Rashad and The Real Housewives of Atlanta.

PLANNING 2016. The Florida Spa Association (FSA) Board Members held a retreat to plan out 2016. The group discussed proactive ways to provide support and tools for its members and mapped out initiatives to grow its website. Present during the meeting were Ilana Moses, FSA founder and CEO; Suzanne Holbrook, corporate director, spa operations for the Americas, Marriott International; Terry Prager, VP business development, ESPA International (US) Ltd.; Charlotte Prescott, director of spa, fitness & retail, Biltmore Hotel; Amy Retay, director of spa operations, The Spa at The Breakers and Linda Higgs, spa director, Spa at Shula’s.

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SUPPORTING EDUCATION. The Successful Hands Grant Program, launched

SPA WORKSHOP. Well World Inc.

through the collaborative efforts of Biofreeze, Massage Envy Spa and Bon Vital’,

Director of Education Eric Stephenson,

supports professional massage therapy students in their educational pursuits. At the ONE

LMT and Debra Koerner were at the Oaks

Concept Conference in Atlanta, deserving massage therapy students were each awarded

at Ojai in Ojai, California to facilitate an imas-

US$500 grants.

sage workshop for the property’s spa team.

Stephenson and Koerner with Oaks of Ojai President and CEO Cathy Cluff and Guest Relations Director Elizabeth Horton, CSS. Performance Health Vice President, Sales and Marketing, Thomas Heidenberger; Massage Envy Spa Franchising, LLC Vice President, Industry Relations and Product Development CG Funk; Performance Health Vice President, Massage and Spa Lynda Solien-Wolfe and Performance Health CEO Marshall Dahneke awarded financial grants to Jessica Ward (second from left) of Georgia Career Institute in Conyers, Georgia and Karen Young (fourth from left) of Southeastern Institute in Columbia, South Carolina.

A DOSE OF INSPARATION. New York Times best-seller and author of It Was Me All Along: A Memoir, Andie Mitchell was at Hilton Head Health for a workshop and book signing event as part of the spa and resort’s monthly InSPArational Series. To celebrate the grand opening of Hilton Head Health’s new spa, The Indigo, the property launched the powerful series which features speakers who share their wisdom through stories of change and adversity.

Tompkins with spa industry peers, Tracie Wertz and Wendy Bosalavage.

GREEN GATHERING. ISPA Chairman Michael Tompkins joined several spa industry leaders at the 2015 Green Spa Network (GSN) Buyer’s Conference held at the Woodstock Inn & Resort in Vermont.

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EVERYDAY

HABITS OF

G R E AT LEADERS

BY ANDREW DEWSON

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November 2015

ou don’t have to be at the top of your chosen profession to consider yourself a leader. Anyone who manages people can and should consider themselves leaders, and should also be willing to consider their leadership style, its results and how it can be improved.

Good leadership can often make the difference between a business dying, surviving or thriving. But it is a mistake to assume that leaders are all born that way—very few have the innate ability to be a good leader; most have to learn along the way. In fact, the best leaders never stop learning.

Learning the habits of great leaders doesn’t mean turning yourself into the next Winston Churchill or Martin Luther King. Instead, it’s about learning small measures that you can incorporate into your daily lives that over time will become habits and improve your leadership skills.

In this Pulse feature, ISPA members who are leading their own spas and businesses share their ideas of what makes a great leader.

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Great leaders know their strengths and weaknesses.

While it is important to accept that some of us just have more natural ability than others, it’s equally crucial to know that great leadership qualities can be learned and practiced. The starting point is in knowing your own strengths and weaknesses.

HydroPeptide President Steve Peck defines a great leader as “someone who has a winning attitude and a contagious work ethic that make others want to get on board.” For him, these qualities— when combined with a passion for the spa industry—would make anyone an “unstoppable leader.”

Adaptability is another key characteristic of great leadership. In all of life,

WHAT YOU CAN DO EVERY DAY:

what you expect to happen may not happen, but the importance of being able to meet changing circumstances without getting flustered or losing your ability to think and adapt cannot be overstated.

“Being flexible and having the ability to go with the flow is of the utmost importance,” says Miranda Moore, spa director at Island Currents Spa at Sonora Resort located in Richmond, British Columbia in Canada. “Things can change in the blink of an eye and having the right mindset to be prepared to accept change at a moment’s notice is the key to success.”

Moore adds that great leaders are

Take five minutes to think about your strengths and weaknesses, and practice doing something that is on your weakness list. Over time, your habits will change and your weakness list will shrink.

STEVE PECK • President • HydroPeptide

“Empower your team to provide stellar service even if it means doing something completely outside the norm. A different and magical experience is a great reason for your guest to come back.”

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always prepared by gathering pertinent information, such as before meetings or when resolving issues. More importantly, a great leader should strive not to disappoint guests or staff members by over-promising yet under-delivering.

Leadership requires courage, sometimes physical but always mental, and is often exemplified by a willingness to do anything that is asked of anyone else.

Don’t just sit in your office issuing orders, “stand in at any position and work side by side with your staff” says Shane Bird, director of spa operations at Skana Spa in Verona, New York. “A great leader is someone who has passion, integrity and guts.”

November 2015

Great leaders are always open to communicate.

One of the most common complaints about poor leadership is lack of communication. It is also very important to remember that communication is a twoway street: Listening is every bit as important as speaking or writing.

It is also crucial to remember to communicate in good times and in bad. A leader that goes into hiding when things are not going well (something that is likely to happen with every business every once in a while) is not going to be a popular leader. In fact, excellent leadership is often more closely associated with handling with adversity rather than with handling with success.

For Bird, a leader with strong communication skills is someone who “connects with as many staff and customers as possible and being available

even when it’s inconvenient.”

Communication also means providing staff with regular feedback, not just giving a performance review every six months: “When people feel appreciated, their work performance increases in efficiency and productivity. Giving your team necessary feedback will help to boost confidence and could also help to address concerns in a timely manner,” says Moore. Good leaders should also encourage feedback about their own per-

WHAT YOU CAN DO EVERY DAY:

formance, not just give it to their employees.

A simple yet highly effective way to communicate with staff members more effectively is to inquire, politely of course, about what is going on in their lives. Knowing (and understanding) that a staff member is under stress due to a home sale or the illness of a relative is an easy way to provide the kind of empathetic leadership that is greatly appreciated.

Communicate, with someone, anyone, in a way that expands your communication experience.

Have a conversation with a staff member who you don’t know very well and make sure you listen as much as you talk.

“When people feel appreciated, their work performance increases in efficiency and productivity. Giving your team necessary feedback will help to boost confidence and could also help to address concerns in a timely manner.”

MIRANDA MOORE • Spa Director • Island Currents Spa at Sonora Resort

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Great leaders nurture future leaders.

Do you want to assume the entire burden of leadership or do you want to nurture leadership qualities in your staff?

For most managers, the answer is straightforward: having more leaders means less burden, even if some staff members will embrace the opportunity while others may shy away from more responsibility.

Either way, once the ability to improve leadership is acknowledged, leadership training becomes the logical

WHAT YOU CAN DO EVERY DAY:

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next step.

Moore explains her training philosophy: “We recognize that each team member has the ability to provide leadership in different ways. We provide seminars and the opportunity for attendance of conferences to enhance knowledge and instill confidence for the development of leaders through internal promotion.”

Once you have identified where your staff are weakest—it might be in conflict

Take a short time to consider a member of your staff and think about how training could improve his or her performance. Ask yourself if you can train that person or if external training is warranted—and start to plan action accordingly.

November 2015

resolution, task delegation or customer relations—it is important to tailor training programs accordingly. It’s also important for established leaders in your business to continue their leadership training. Nobody knows everything (and it’s a very bad idea to give the impression that you think you do!) and there are always new techniques to learn and fine-tune your own leadership.

At HydroPeptide, Peck says that reading and sharing have become important training tools. “We have companywide training that is informational, interactive and includes mentoring sessions. We also encourage employees to read leadership and sales books that help to build their leadership qualities. We discuss the implementation of useful ideas from the books at our weekly sales meetings.”

Great leaders bring out the best in others.

Great leaders not only empower others, but also bring out the best in them. To inspire confidence, Moore says it’s important to get to know your team by spending time with them and understanding what drives them.

Peck agrees, adding that great leaders are keen observers of people. “People think I’m just ‘making the rounds’ but I am taking note of people’s working styles, who is accomplishing their goal, what kind of attitude do they have and so on and so forth,” he says.

To let staff members shine at work, he thinks it’s important that leaders

provide opportunities for them to prove themselves. “There have been people who wanted to go from logistics to sales, for example, and I have allowed them to interview and make the transition if they can really sell me on it in the interview.”

In order to foster leadership in the workplace, Peck encourages his staff members to meet their goals and show them the importance of accountability.

Moore does the same, who says giving staff tasks that they can do well will help them shine.

“Clearly we are always training our team members to be well-

SHANE BIRD • Director of Spa Operations • Skana Spa

rounded employees to share tasks, but it is beneficial for the business and for the staff member to have them do tasks wherein they are efficient and they excel,” she says.

Ultimately, Bird stresses that a great leader never loses sight of the fact that “a leader’s team members are his or her primary ‘guests’ and their needs are a priority.” These are all vital in creating a positive spa environment.

“Stand in at any position and work side by side with your staff. A great leader is someone who has passion, integrity and guts.”

WHAT YOU CAN DO EVERY DAY: Observe, consider and decide: Who on your staff has the potential to make career strides that will benefit your business? If you don’t see their potential, someone else will.

The ability to spot potential can be the difference between keeping great staff and someone else poaching them.

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Great leaders reward and inspire.

Great leaders reward their followers— otherwise, where is the incentive to follow? That reward can come in many forms, and if a leader is inspirational enough, merely being part of that team can be reward enough.

Moore advises leaders to put thought into how to reward staff. It need not always be the same reward: “Understand how they learn and what they are passionate about. It is always nice to

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reward someone with something they will genuinely appreciate.”

Great leadership isn’t just about pushing the people who work for you to work harder and better. Pushing yourself is just as important, there is no room in any business for a leader who is content to sit on his or her laurels. “Empower your team to provide stellar service even if it means doing something completely outside of the norm (parameters should

be provided during training/orientation so as not to give away the farm). A different and magical experience is a great reason for your guest to come back,” says Peck.

Keeping your eye on the prize, whatever that happens to be, is something that all leaders can do every day. Doing so helps to maintain focus in employees, will improve your customers’ experience and improve business results. ■

Take time to consider how your staff are being rewarded and always communicate that goal. Are rewards appropriate and are they creating the kind of drive and passion that will improve your business and your customer experience?

November 2015

The

PERFECT

WORLD

BY SCOTT FRIEDMAN, CSP

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November 2015

ancy, my director of everything, and I were talking about how we could better serve our clients and one another. How can we be more efficient ISPA and effective in the CONFER ENCE SPEAKER office? How can we highlight our strengths and outsource or minimize our weaknesses? Out of the discussion came that one thing we knew we had been looking for—the “perfect world” concept. How do we create each other’s perfect world? Wouldn’t it be nice for our employer/employee relationship if we created a situation in which we both did more of what we loved, outsourced what we didn’t like, made it a point to do everything possible to make sure the other is happy, and stayed focused on living true to our values? What a concept! In fact, that would become each of our job descriptions: to create each other’s perfect world— simple, yet profound.

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PULSE 41

My Perfect World “Okay,” Nancy asked, “what is your perfect world?”

“It’s having more joy and less hassle,” I said. I think in some way that is the same for all of us, right? “I want the freedom to create and to make a difference in this world on my terms.

If you help me do that, I’ll be one happy boss.”

Nancy’s Perfect World “Okay, Nancy, what is your perfect world?” I asked.

“Getting rid of anything to do with accounting and technology. I’d like to have more time for marketing and taking care

of our clients. I’d also like to spend more time with my son (David, who was 12 at the time), and I’d like to travel more.”

“Okay, done,” I replied. “No more accounting and technology. We’ll order out. That will free you up to do more marketing and spend more time with clients. We’ll create an incentive plan, and your reward will be free tickets to travel anywhere you’d like.

“At the end of every month, we will grade ourselves on a scale of one to 10 on how well we did at creating each other’s perfect world. If we aren’t at a nine or a 10, we’ll figure out a way to raise the score the next month.”

(CONTINUED ON PAGE 44)

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November 2015

THE PERFECT WORLD (CONTINUED FROM PAGE 42)

Creating Others’ Perfect Worlds What if we lived our lives with each other’s perfect world in mind? What if we spent more time asking questions and paying attention to the perfect worlds of our co-workers, customers, spouses, family, and friends? What if we made choices in life based on those perfect worlds? Would you sell more? Would you be happier? Would the quality of your relationships improve? Would the quality of your life improve? Would your spa be more successful? I think you know the answer.

How do you best go about creating another person’s perfect world? You start by looking at the world through their eyes. Pay more attention.

Start by asking questions. Ask the customers themselves, “If we could have done one thing better in working with you, what would it have been?” Find out and then deliver. Ask, “How can I create a better experience for my customers? What can I do to truly connect with them? How can I move from being ordinary to extraordinary?”

I recently spoke in Sri Lanka and stayed at the Taj Sumatra Hotel. Instead of checking in at the front desk, the staff took me right to my room and checked me in there. As we were going through the passport/credit card routine, I noticed a colorful photo in a frame on the bedside table that looked familiar. As soon as the check-in process was complete and I’d said goodbye to the hotel staff, I curiously strolled over to the nightstand and picked up the photo. It was a photo of me and eight kids from a children’s home in Wiang Pa Pao, Thailand they’d taken off of the Facebook page of “Together We Can Change the World.” I founded this nonprofit organization with the mission to help create sustainability in children’s homes and women’s projects across Southeast Asia. We had built this home in Wiang Pa Pao, Thailand and developed an emotional attachment to these kids.

Wow! What a surprise! How did they even know? Who thought of this clever idea?

And here lies the secret to truly connecting with customers and creating their perfect worlds: If you truly want to make a lasting impression and engage customers at the highest level, MISSED FRIEDMAN at the 2015 ISPA Conference & Expo Professional Development Sessions (PDS)? Email ispa@ispastaff.com to inquire about the PDS Audio Recordings.

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A hotel in Sri Lanka took customer service to a whole new level when its staff printed from Facebook and displayed inside Friedman's hotel room a photo of the speaker posing with children helped by a nonprofit organization he founded.

surprise them with what’s highest on their joy list. Doing work with “Together We Can Change the World” is high on my joy list. This photo represents a part of my life that I am passionate about. To have the very first touch point at the hotel be such a delight would surely shape my experience for my entire stay. In fact, I would have had an amazing time even if the hotel had been without hot water, had run out of food during my stay, or had no Internet connection.

The point is, the power of positive surprise creates not only an amazing customer experience but customer loyalty as well.

And it’s really not that hard to do. As the marketing staff at the Taj Sumatra hotel did in this case, take a look at people’s Facebook walls and Instagram accounts to find clues about what they really value. Simply right-click on a photo and you can send an image to one of many different photo services to put on a coffee mug, T-shirt, in a book, or even on the side of a building—if you dare.

Do you want to keep good customers? Want to keep good employees? Want to keep good friends? Find out what drives each of them. Find out what constitutes their perfect world.

By living the “perfect world” philosophy, we provide an opportunity for joy, spontaneity, curiosity, silliness and laughter to flourish. And that’s not a bad way to live. In fact, it’s...perfect! ■ SCOTT FRIEDMAN, CSP is a motivational humorist and author of Using Humor for a Change and Punchlines, Pitfalls and Powerful Programs. To learn more, visit scottfriedman.net.

Special Anniversary Series

BY ALEXANDER MENRISKY

TO CELEBRATE ITS SILVER ANNIVERSARY, ISPA shares the limelight with ISPA members who are celebrating 25 years or more in the business. Here’s a continuation to Pulse’s Special Anniversary Series of ISPA members marking a milestone.

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RANCHO LA PUERTA San Diego, California

R

ancho La Puerta, based in San Diego, California, was founded in 1940 by the “godmother of spa” Deborah Szekely who—along with her late husband, Edmond Szekely—envisioned a healthy and sustainable YEARS! community.

Over the past 75 years, Rancho La Puerta has expanded its facilities and grown into a world-leading health and wellness brand. It is widely considered to be one of the founding institutions of the modern spa industry.

It upholds its motto “Siempre Mejor,” which means “Always Better,” at every opportunity to serve its guests.

“We started as a tent camp but we are now recognized as a leader in our industry worldwide,” says General Manager Roberto Arjona. “While Rancho La Puerta is a single location destination spa, our brand is recognized and respected by many in our industry.”

Arjona identifies Rancho La Puerta’s arrival in Tecate in 1940 and its extraordinary growth in the 1980s as particularly important moments in the spa’s history.

Despite the changing times, the spa has continued to stay committed to not only enhancing the lives of its guests through better health but also protecting the environment. The spa traces its green roots to the philosophy of its founders and continues to create many eco-programs through Fundacion La the very ideals that lead to living the Puerta. The spa also launched Ranch Circle, a wellness program that embodies optimal life.

To celebrate its anniversary, Rancho La Puerta will honor 75 years of LONGEVITY TIP: “Stay honest with “Helping healthy people get healthier” your principles and values, and don’t by opening a permanent exhibit at a compromise.” local museum showcasing the thou-

75

Clockwise: The modern-day Rancho La Puerta affords its guests a scenic view of nature; outdoor yoga is offered to guests who want to stay grounded; and an old photograph captured a scene at the pool where guests spent their time to enjoy the sun.

sands of Rancho La Puerta staff and leaders who have made the organization successful. The spa further plans to maintain its momentum into the future by cultivating its leading role in health and wellness around the world.

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INTERNATIONAL DAY SPA AND HEALING CENTER Redlands, California

M

imi Barre founded International Day Spa and Healing Center in Redlands, California, in 1990, starting with a single-room spa “no bigger than a closet,” before moving to a slightly bigger two-room space. In 1995, the spa moved to its current location, a 110-year-old, five-treatment-room Victorian Cottage and expanded its menu to include European Hydrotherapy. It was a move Barre considers the most important milestone in the spa’s history. The spa’s packages and treatments were developed based on Barre’s travels and from spa services she received around the world.

“In 10 years, we became the top-ofmind-awareness (TOMA) spa of Southern San Bernardino County. TOMA is in the same manner as when someone asks to buy a can of soup, they assume it’s

“If someone wanted a gift certificate for a massage, people in the community automatically assumed it would be from International Day Spa and Healing Center.”

Corri Vara (right), current International Day Spa and Healing Center owner, accepts a key from previous spa owner Mimi Barre as a symbol of the passing of ownership of the day spa.

25

YEAR S!

Campbell’s, or if they want a tissue, they [say] Kleenex,” Barre says. “If someone wanted a gift certificate for a massage, people in the community automatically assumed it would be from International Day Spa and Healing Center.”

After 22 years of ownership and management, Barre retired in 2012. Corri Vara, who worked for Barre for six years, subsequently purchased the spa. “My main goal in taking over International Day Spa was to continue to provide the uncompromisingly finest in skin and body care to the community, and though I have made subtle changes, the core values of International Day Spa remain the same,” Vara says.

As the new owner, Vara envisions the spa becoming a source for treatments

LONGEVITY TIP: “Creating and maintaining a connection with your clients will keep them coming back. Continue to educate yourself by reading trade magazines and participating in webinars. Always be willing to give to charitable events and organizations. Donating a product or service is a wonderful way to get your name out there. I have personally found success by connecting with other local business owners. We are always willing to promote each other’s events and services as well as collaborate on spa treatments using their products. We all have talents that can benefit one another’s growth.”

using local, farm-fresh ingredients, with an expanded menu for hydrotherapy treatments. She plans to also increase the spa’s digital presence through online bookings and retail, as well as introduce an intensified social media strategy to market to potential clients.

At the same time, Vara emphasizes the spa’s commitment to maintaining traditional hands-on treatments as digital technologies evolve. “The more ‘techie’ society becomes, the more ‘touchy’ the spa industry must be,” she says.

International Day Spa celebrates its 25th anniversary with an event featuring a presentation by Dr. Howard Murad and the attendance of Barre as guest of honor.

“Our goal is to educate the community on wellness and the effects of cultural stress in today’s society while celebrating our growth since 1990,” Vara says.

(CONTINUED ON PAGE 50)

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MARKING A MILESTONE

105

(CONTINUED FROM PAGE 48)

RED DOOR

YEARS!

Stamford, Connecticut

T

he iconic beauty brand Red Door was born in 1910, nine years before the 19th Amendment was ratified and women in the United States gained the right to vote. With such long and rich history, Red Door’s founder Elizabeth Arden was, by all definitions, an entrepreneurial visionary. An advocate for women’s rights, it has been told that she once marched along with 15,000 fellow suffragettes—all wearing red lipstick as a symbol of strength.

In a fitting manner, red eventually became the beauty brand’s iconic color.

After she opened her first Red Door Salon on New York City’s prestigious Fifth Avenue, she decided to paint the salon’s door red, which became symbolic for the global beauty brand.

“As an industry pioneer, Elizabeth Arden was forced to create everything from scratch,” says Red Door Spas CEO Todd Walter. In fact, in the early days, Arden had to cook up the ideas and formulations of her first cosmetic line in the comfort of her own kitchen. “A key to her success was finding people as passionate as she was in helping others look and feel their best. Her staff was the best trained, and over the course of her lifetime, she opened every new location personally.

Today, the quality and consistency of Red

Clockwise: Guests at Red Door Spas stayed fit using the hula hoops; the luxurious Red Door Spas' interiors bear the brand's signature red door; and Red Door Spas CEO Todd Walter.

“...One woman masterminded the American day spa, destination spa and cosmetic industries as we know them today.”

Door’s people remains a competitive advantage in the industry.”

Looking back, one of the company’s most historical moments took place in 1934 when Arden opened a destination

LONGEVITY TIP: “First and foremost, start with your culture and people. Be disciplined and fill the ranks with people who share your passion. We have found that when we get the culture right, our people take better care of our guests and deliver better beauty and wellness results, which keep them coming back.”

spa called Maine Chance Spa. “With this opening, one woman masterminded the American day spa, destination spa and cosmetic industries as we know them today, and enabled Red Door to become the beauty and wellness brand it is today,” Walter said.

With the continued growth of the spa industry, it became a natural direction for the skin-care company to officially launch Red Door Spas in October of 1992. This allowed Red Door Spas to independently focus on growth and expand beyond its first spa locations in Washington, D.C. and on Fifth Avenue in New York. Today, Red Door Spas has grown in numbers— 21 day spas and eight hotel/resort locations, with an estimated 600,000 services performed by staff on 330,000 guests annually.

“A common misconception is that Red Door is a more mature brand,” Walter says. “In fact, the average age of our customer is 38, and while our primary customers are women, we are seeing an (CONTINUED ON PAGE 52)

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MARKING A MILESTONE (CONTINUED FROM PAGE 50)

increasing number of male guests. The opportunities we see for growth are just the tip of the iceberg.”

Walter attributes the company’s rapid growth to its commitment to its people, specifically in their training, and its ability to embrace technology. In fact, Red Door Spas has made recent investments in state-of-the-art point-of-sale and customer relationship management systems in order to help associates exceed guests’ expectations.

“The role of technology will continue to grow,” Walter says. “Whether it is through mobile and Web services to better connect our guests to our brand or through innovations that provide exceptional beauty and wellness experiences (for

example LED light therapy, e-stim or other advanced technologies), Red Door will

SPAS2B INC.

continue to invest in those systems that help our guests look and feel their best.”

“Remember that those uncomfortable butterflies mean growth is underway.”

Waterloo, Ontario, Canada

L

eslie Lyon founded Lyonshare Consulting in 1985 as a consulting company, which in 2003 thing about the spa industry. “I was a was renamed, rebranded naïve 28-year-old; short on experience and incorporated as Spas2b but high in tenacity. As it turned out, Inc. The organization now that tenacity was going to serve me very specializes solely in bringing well,” she says. spa management education Throughout the years, she learned to customers across the important lessons, such as to take YEARS! globe. It began by teaching fourcaution in order not to over-promise and and five-day spa management classunder-deliver, to not waste time on room courses before expanding to thoughts that can sabotage positive Looking back, Lyon says she has shipping Distance Learning Kits in 2008. results and to not be afraid to be outlearned a lot from her years as an entreIn 2014, Spas2b moved wholly to standing at what you do. “Remember preneur. Working for a few years as a online spa management education, serving cosmetician, esthetician and later, spa that those uncomfortable butterflies students in 70 countries. Further establish- director, she thought she knew everymean growth is underway,” she says. ■ ing its international reputation, Spas2b achieved Confederation of International LONGEVITY TIP: “Never ask the advice of someone who doesn’t care about your future.

Beauty Therapy & Cosmetology (CIBTAC) If the conversation is only about what you can do for them, it’s time to turn that around. endorsement in 2012 and Continuing Remember, strategic alliances and industry relationships are everything.”

Education Unit (CEU) certification in

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seven provinces in Canada.

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VOICES

Risk Management Understanding the Four Important Parts

HAL KALKSTEIN is the president of Spa-Risk Management, a New York-based insurance service company for the beauty and spa industry. He recently completed the ISPA Spa Risk Management program.

In this Voices feature, he shares some key risk management insights he learned from the online course.

For more about the company, email hal@spa-riskmanagement.com or visit spa-riskmanagement.com.

Pulse welcomes contributions for Voices. Do you have relevant tips or pressing industry topics or issues to tackle? Email ispa@ispastaff.com to pitch an article or share your expert insights.

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B

y the ISPA Spa Risk Management course definition, risk management is the process of identifying and analyzing exposure to risk and determining and planning how to best handle such exposure. To help minimize risky situations, everyone working at the spa should be involved in identifying what plans and protocols are needed to avoid, minimize or manage work-related risks.

Traditionally, when talking about limiting risk for the spa and beauty industry, insurance coverage is often a topic of discussion. General and excess liability as well as professional liability insurance coverage is an important part of managing risk for the beauty industry.

Having a risk management program in place can provide the spa industry with tools and techniques that can help prevent or reduce the impact of hazards and conditions that would otherwise lead to an insurance claim. Likewise, the spa can absorb some of the impact of certain losses.

Risk management has four parts: (1) Risk Prevention or Avoidance (2) Risk Reduction (3) Risk Assumption or Absorption (4) Risk Transfer (purchase of insurance). Here’s a closer look at each of these parts:

1.

Risk Prevention or Avoidance: Accidents and injuries and the resulting claims and lawsuits can be prevented and avoided by being aware of the underlying conditions that can give rise to these claims.

WHAT CAN BE DONE:

HR policies: Pre-employment screening can help the spa or salon avoid hiring an employee with a history of abusing patients.

Training: Employee training can improve the quality of the services provided as well as educate staff on topics of abuse, molestation and harassment in the work place.

(CONTINUED ON PAGE 56)

VOICES (CONTINUED FROM PAGE 54)

Procedures and protocols: Proper spa procedures and protocols, including client health history intake forms prior to chemical peels and facials, and getting these forms prior to treatments can help prevent serious injuries to clients. This can help determine which clients are suitable candidates for these services.

On-site inspection: A review of the condition of the physical premises of the spa (including hazards such as floor washing schedules leaving floors slippery, dangerous steps within the spa and exposed or sharp edges, etc.) can help prevent risky situations for guests and staff.

harmful chemical hair sprays, such as those used when doing Brazilian Blowouts. Adding sprinklers and fire extinguishers in the spa premises is also part of having a safety system in place.

3.

2.

Risk Assumption or Absorption: The financial impact of certain losses can be shared with the insurance company by having higher deductibles. This way, the spa assumes and absorbs some of the financial costs of claims. By having higher deductibles, this will often reduce the premium costs of insurance and, over time, will become significant savings on the part of the spa owner.

WHAT CAN BE DONE:

4.

Risk Reduction: If accidents, injuries and physical damage cannot be prevented, then their impact (both financial and human) can be limited and reduced.

Protocols: Spa protocols can be established, such as stopping a facial or a massage treatment and immediately taking certain steps, like applying cold water or cold packs, to areas where treatment was done. Another protocol may include having a second employee present during certain treatments.

Waiver and release liability forms: Waiver and release of liability forms can limit the financial impact of mistakes in certain spa procedures as well as of defective products and equipment.

Safety systems: Putting up a safety system includes installing a ventilation system and using employee breathing masks, which can reduce the impact of

Risk Transfer: Risk transfer is a risk management strategy that involves transferring or shifting the risks and financial impact of unavoidable events to another party, such as an insurance company. This will help protect the spa as well as the employees, owners and clients of the organization. Insurance companies are in the risk business and properly designed insurance coverage is mandatory protection for the spa industry.

WHAT CAN BE DONE:

Professional Liability: Make sure that professional liability coverage is part of the spa’s insurance program. Too often, “barber” coverage is the only profes-

TO LEARN MORE about the ISPA Spa Risk Management program, visit the Education/Resources page of experienceispa.com.

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sional liability coverage, which leaves facials, waxing, body wraps, microdermabrasion, massage and other spa treatments uncovered.

Special Coverage. For medi-spas, it is important that special coverage exists to include laser hair removal, chemical peels, cellulite reduction, skin rejuvenation, IPL, Radio Frequency and many other medi-spa services. If Botox and dermal filler services are performed, it is important to have special insurance and a contract with a medical director.

In addition, sufficient “limits” (i.e., amounts of insurance for both property and liability insurance) must exist and be periodically reviewed for adequacy.

This should include coverage at “replacement cost” to assure full restoration of services. ■

TYPES OF LIABILITY The ISPA Spa Risk Management program identifies the following types of liability that are important to spa owners: General Liability, which includes a range of liabilities including products, fire, legal and automobile, and is required by most property leases.

Professional Liability, commonly known as malpractice.

Product Liability covers products that a spa or company manufactures, labels, or repackages.

Automobile Liability covers vehicles owned by the spa or business, similar to a personal auto policy.

Umbrella Liability provides excess liability limits to provide additional coverage when underlying liability limits are exhausted by a judgment.

Skin knows.

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Clients indulge in it.

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Call for free samples • 800.253.6466 • www.bonvital.com

Performance Health®, Bon Vital’®, and Biofreeze® Trademarks are property of Performance Health and/or its subsidiaries and may be registered in the United States and other countries.

Unauthorized use is strictly prohibited. ©2015—Performance Health and Wellness Holdings. All rights reserved.

ASK THE EXPERT

SCOTT STEINBERG

TechSavvy Global CEO Scott Steinberg says there’s no reason to fear change.

In his latest book, Make Change Work for You, the strategic innovation expert offers ways to future-proof yourself despite the uncertainties of tomorrow.

PULSE: Change is constant—how can working professionals and organizations succeed in such unpredictable environments?

Scott Steinberg: To succeed in unpredictable environments, you have to find the courage to take chances. In uncertain times, everyone wants to be risk-free.

Instead, to get ahead and/or create competitive advantage, you should be risk-averse—i.e. recognize that change is coming, and make smart, calculated and cost-affordable bets that can help you gain the insights, talents or capabilities today that will be in-demand tomorrow. Whatever your goal is, pick a portfolio of promising growth opportunities to pursue—launch a new product line or re-launch an existing one; attend night school or take online computer programming courses—and start pursuing them immediately. Just don’t sit still while times, trends and competitors are also evolving. Staying ahead of the curve is easier than it sounds, as long as you’re staying in constant motion.

P: We live in a fast-moving and highly disruptive world today. What can people do to future-proof themselves?

S: Be courageous. Rather than wait for opportunities to find you, seek them out. Instead of exercising the same skills every day at work, specifically seek out the education, training and experience today that you’ll need to succeed in the future. Speak up, volunteer, and take action—constantly 58 PULSE

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push your creative thinking abilities and comfort zone.

Encourage yourself to learn, grow and take on more leadership and responsibility. Look for opportunities to pounce on problems to fix and promising projects to volunteer for. Think about what you need to do right here, right now to get to where you’d like to be tomorrow. Then do it. The more promising new options and avenues you pursue, the more chances you’ll create to put yourself in fortune’s sights.

P: What is the most surprising thing people learn about getting ahead in life and business?

S: People are often surprised by the fact that we’re all capable of successfully innovating our way to the top—and all it takes is one simple shift in mindset to do so. Research shows the leading barrier to ongoing business success isn’t time, money, or resources: It’s resistance to change, and lack of risk tolerance. As fast-moving and unpredictable as today’s world is though, we’re all forced to adapt on a daily basis.

Haven’t taken a good look at your shifting schedule or priorities lately? Surprise—chances are, you’re successfully

changing and innovating every day already. If everyone is capable of innovating, the only thing stopping you from getting ahead consistently is your own sense of perspective.

As we discovered, fear comes in seven flavors. Learn to conquer them, and you’ll soon find out—the possibilities are endless.

modern life skills like dynamic decision-making, entrepreneurship and problem-solving. And this is happening even as the traditional system for professional advancement is crumbling and competitive environment getting tougher.

Businesses, schools and even parent’s opinions should adapt to match the new reality. ■

P: You argue that the ability to find courage is among the most important new success skill sets today—why so?

S: The research is staggering: Organizations like Amazon and Google create competitive advantage by consistently experimenting with and learning from new ideas. Individuals are proven to succeed more frequently by thinking fast on their feet and resiliently forging ahead despite setbacks, not possessing greater IQ or inborn talent. Constant, ongoing change and evolution seem to be crucial ingredients for both personal and professional success, and with a little strategic thinking and forethought, anyone can make them work in their favor. It’s amazing what you can achieve when you’re persistent and open-minded.

According to Steinberg, when we’re frightened to make mistakes, step out of our comfort zone, and take chances, it directly affects our on-thejob performance. Fear can exert a powerful force over the decisions that we make and risks that we are willing to take. Based on his research, he found seven types of fear:

P: What’s the one simple, practical piece of advice you hope people take away from Make Change Work for You? S: Innovation isn’t rocket science. I spoke with dozens of experts and authorities for my research for the book, including leading executives, entrepreneurs, pop culture icons and more. Some of their most common pieces of advice for success in life and business are “don’t be afraid to fail,” “think positive,” “take action” and “learn and improve from your efforts.” You don’t need legions of case studies, journals, whitepapers, and others to transform a business, transform a life, or transform a career. You just need to change your mindset. Study after study shows that attributes that anyone can learn and possess like improvisation, communications, strategy and resilience are keys to success—nothing more, nothing less. In other words, anything is possible when you put your mind to it.

P: How important is it to educate others about what it takes to succeed in the modern world?

S: We live in a world that celebrates entrepreneurs and risktakers like Steve Jobs and Mark Zuckerberg. But very few schools seem to be training future generations to practice the qualities they possess, or providing education in vital

1. Failure. The possibility of being unable to successfully achieve a goal or complete a task set by yourself or others.

2. Embarrassment. The shame and self-consciousness felt when one feels humiliated, unable to live up to expectations, or socially conform.

3. Underperformance. Performing at a level that you or others believe to be less than adequate, or not reflective of your full potential.

4. Rejection. When you, your company, or the products or services you represent are refused, turned away, or avoided by others.

5. Change and Uncertainty. The process of acting or reacting differently—and the discomfort that accompanies these shifts or surrounding risks and uncertainties.

6. Confrontation. Having a negative or hostile personal or professional interaction with others.

7. Isolation. The feeling of being alone or left to operate solo without others’ support.

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SUCCESS STORIES Inspiring Tales of Startups, Growth and Overcoming Hardships

BY CHRISTINA BUSWELL

JAN MARINI

Jan Marini Skin Research Inc. • San Jose, California

COMBINING BEAUTY AND SCIENCE

F

or Jan Marini, founder of Jan Marini Skin Research Inc. (JMSR), every successful business starts with a clear vision. “You need to envision what you want your business to be and what you want it to look like in five or 10 years,” Marini says. When she founded JMSR in 1994, Marini envisioned a skin-care company that delivers scientifically research-based solutions across a broad spectrum of skin-care concerns.

To turn her vision into a reality, she made a bold move in product distribution: She approached physicians instead of retailers to sell her products. It proved to be one of the company’s most challenging yet rewarding strategies.

Early Challenges “The practice of physicians dispensing [products] was not officially sanctioned and acceptance was at a much smaller rate than it is today,” she says of the challenging early years. “Many doctors were offended at being approached to sell skin-care products from their practice. Medi-spas and the esthetics end of medicine were both nowhere near as developed as they are today. Getting physicians to adopt a new and different way of doing business was my greatest challenge.”

She placed her focus on medical validation to help build brand credibility, something those in the medical community wanted to see. “We have a much greater emphasis on medical validation via independent clinical studies and have amassed a very prestigious list of physician luminaries who contribute to these efforts,” she says.

Marini’s hard work soon paid off as the brand slowly earned the respect of dermatologists and the medical skin-care community. In fact, JMSR’s Skin Care Management System is a five-time winner of “Best Skin-Care System Sold in a Doctor’s Office” Award by NewBeauty Magazine. “We have achieved tremendous recognition and respect in the medical community by staying ahead of cutting-edge research and development,” she says.

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focused on innovation and introducing technological firsts in skin care. For instance, in the same year the company was founded, it introduced the “first lipid soluble Vitamin C in the market.” A year later, the company launched a product that utilizes targeted growth factors and peptides. This year, the company launched its Luminate line, with the patent-pending Marini Luminate Hand Cream due to be released in December.

As the company continued to launch many patented solutions throughout its two decades of operations, it has also seen multiple branding evolutions—from its packaging to its latest logo redesign in 2008.

“In the last 20 years, the professional market has become far more sophisticated. It’s not just about which company has the best products, it’s also about which company is the best to work with,” she says.

Mentoring Leaders Marini learned that a big part of any company’s success is good leadership. Good leaders are those who are willing to delegate and mentor others. “There comes a point in the growth cycle of any business where you will stagnate or possibly fail if you are not willing to delegate and encourage autonomy of your team members. These are essentials in building a culture of pride, responsibility and accountability,” she says.

When asked about the most important business lesson she has learned throughout the years, she stresses the importance of trust. “This is a hard and often painful lesson, but you can’t trust everyone and not everyone will have your best interest,” she cautions. “With that said, if you are trustworthy, ethical and fair, you will attract certain key individuals who will become your most trusted, reliable and valuable core group.”

She believes that, without JMSR’s close-knit circle, the company wouldn’t be where it is today. “No one can do it for you, but you don’t have to do it alone.”

TO READ MORE about Jan Marini Skin Research Inc., click here.

A Day in the Life!

BY CHRISTINA BUSWELL

KARA WILLINGHAM Support and Training Manager FIT Bodywrap, Poway, California

s the support and training manager of FIT Bodywrap, Kara Willingham is constantly thinking of ways to equip the company’s certified providers with the knowledge and training they need to help their clients and guests live a fit and healthy life.

Willingham admits that the most challenging part of any given day is finding time to meet clients’ needs. “Some days I find that I don’t have as much time as I’d like to chat and catch up with our certified providers,” she says.

On the flip side, she finds it most rewarding to hear from a happy client.

“The most rewarding part of my job is hearing the excitement in a customer’s voice as they tell me about a client who is seeing great results or how integrating the system to their current offerings has significantly improved their business,” she says.

On average, here’s how Willingham’s typical work day looks: ★ 8 am Starts the morning with a FIT team meeting. The entire team gathers

A

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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.

to tackle important items for the day ahead. ★ 11 am Conducts personalized training calls with certified providers to discuss benefits, safety, sales and marketing. “Before you begin any training, you need to truly understand who you are training. This will allow you to adjust your educational material to best suit your audience,” she advises. ★ 2 pm Works on monthly webinar development and order entry to ensure customers are getting products in a timely manner.

★ 4 pm Makes customer care calls to touch base with certified providers for their business needs like getting replacement parts installed or supporting them in designing their service menus. ★ 6 pm Hits the gym. “Wellness and fitness are a significant part of my daily routine. I like to meditate and practice yoga, or hit the gym after work. On the weekends or days off, I prefer to practice yoga in the morning. It’s a great way to practice self-care before taking on the day!” ■

●

Fitness trend you are seeing: “Detoxification is huge right now.

Everywhere you look, there is a new type of liquid cleanse, pill or diet plan designed to detoxify the body. My recommendation is to make sure customers are detoxifying in a way that is safe and healthy.”

●

Best piece of life lesson learned: “Do what you love and do it with love. Showing love to others can be as simple as taking the time to truly listen to a client or fellow team member. I try to remind myself of the words of the wise poet, Rumi, who said, ‘This is a subtle truth: Whatever you love, you are.’”

●

Productivity app or tool: “I use a calendar which is connected to my email and provides daily pop-up reminders. It really helps to see a visual of what you are spending the most time on as well as on areas that might need a bit more attention.”

ISPA NEWS

Happy 3rd Birthday to the ISPA Blog!

Let ISPA Help You Harness the Power of Social Media

T

It’s no secret that social media is a great tool for getting the word out—so why not let ISPA help you? You are only a status update away from our 10,000 Facebook followers, on top of the 17,000 that follow us on Twitter. Raise the profile of your business and who knows, your good news might go viral!

he ISPA blog is celebrating its third anniversary this year and we want to hear more from our most important source—our members. We’ve covered a number of different issues on the blog but there is always space for more.

Contributing to our blog is a great (and free!) opportunity for your business. Have you introduced something new at your spa that you want to share? Has something unconventional worked for your business? Email us, we’d love to hear from you!

FOR BLOG IDEAS OR SHARE-WORTHY NEWS, email ispa@ispastaff.com. Plus, be sure to follow ISPA on Facebook and Twitter.

ISPA WELCOMES NEW MEMBERS TO THE ISPA COMMUNITY COLLABORATIVE PROMED RESOURCE PARTNER Biophotas Blu Spas Inc. Cheryl Hartsough Coastal Salt & Soul Fleur’s USA L&L Sun Protective Fashion LLC L:A Bruket L’Essence Des Notes Nashelle Peacock And Lewis Architects Phytoceane USA Savvy Travelers seca Sonäge Skin Care SpaMojo, LLC Thermarium SPA-Anlagenbau Top Hat Imagewear VersaSpa Vie USA Viora Inc SPA Albany Resort Amanyara - Serenity Villa Spa Arum Spa at Sonesta Resort Hilton Head Island Beaches Negril - Red Lane Spa Beaches Turks & Caicos - Red Lane Spa Bliss Spa at W Hotel Fort Lauderdale Canyon Ranch in Lenox

Ginger Spa Hoi An Hotel Galvez and Spa Hotel Vitale Lora’s Skin Studio Lotus Spa Eau Claire Natural Elements Spa & Salon One & Only Resorts - Palmilla Palm Health Quapaw Baths LLC RainSpa at Place d’Armes Red and White Spa Red Rock Casino Resort & Spa Remington Hotels Renaissance Salon and Spa Sandals Antigua - Red Lane Spa Sandals Grande St. Lucia - Red Lane Spa Sandals Halcyon - Red Lane Spa Sandals Montego Bay Resort & Spa Sandals Negril - Red Lane Spa Sandals Royal Bahamian - Red Lane Spa Sandals Royal Caribbean & Offshore Island-Red Lane Spa Sasanqua Spa at The Kiawah Island Club SkinDeepSalon and Spa Spa at Loews Ventana Canyon Spa Botanica - Embassy Suites Charlotte/Concord Golf Resort & Spa Spa del Rey Stonewater Spa & Boutique Sugar Beach, A Viceroy Resort Terminal Getaway Spa The Blue Giraffe Day Spa Salon The Chopra Center for Wellbeing

The Mineral Springs at The Adelphi Hotel The Naples Beach Hotel & Golf Club The Ritz-Carlton, Key Biscayne The Ritz-Carlton, New Orleans The Spa at D.C. Ranch Health Club Tranquility Springs Wellness Spa Tubac Golf Resort and Spa Yhi Spa Gran Melia Puerto Rico SPA UNDER DEVELOPMENT Alter Inc Mark Goulmy The Mineral Springs at The Adelphi Hotel Vista Massage LLC STUDENT Elizabeth Garrison Jeffery Dambrosio Jennifer Fenn Leslie Shatto Sarah Baran Selena Van Lingen EDUCATOR Amy Gabriel Anna Karina Winter Kathleen Gray Mary Ronnow Paul Gallacher Simone Doudna TRANSITIONAL Sue Thirlwall

EDITOR’S NOTE: This includes new members from August 27, 2015 – September 30, 2015. You can access the online membership directory at experienceispa.com.

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Full-Time versus Part-Time Employees Overview of the Spa Workforce The August ISPA Snapshot Survey gives an overview of the current state of the spa workforce, specifically on full-time versus part-time employees among ISPA members. Results show that spa members have increasingly been generous with time and benefits to both full-time and part-time staff members.

Forty-two percent of all spas require only 30 hours of work per week for a staff member to be considered as full-time employee. Fifteen percent of respondents have cut the number of hours required for staff members to meet full-time employment status. That was more than double the percentage of spas that increased the required work hours for full-time status. Only one in 10 spas required a traditional 40-hour work week from full-time employees.

One noticeable change in the general workforce has been the increase in contract employees, although they remain a minority in the spa industry. In day spas, only six percent of staff members are independent contractors, slightly below the number in resort spas.

ISPA members are also increasing the number of full-time and part-time staff members who qualify for traditional benefits, such as health and life insurance, sick leave and paid vacation time. Some spas are “thinking outside the box” when it comes to staff benefits, and the open-ended responses revealed some thought-provoking initiatives such as personal finance coaching and incentives for staff to bike or take public transport when traveling to and from work.

The monthly ISPA Snapshot Survey gives ISPA members the opportunity to participate in useable and relevant industry research. To receive the full monthly report, members must participate in the surveys.

Check your inbox for the next survey link!

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ISPA FOUNDATION

FOUNDATION

“Individual commitment to a group effort – that is what makes a team work, a company work, a society work, a civilization work.”

— Vince Lombardi

“There are two ways of spreading light: to be the candle or the mirror it reflects.”

— Edith Wharton

A

2015 ISPA FOUNDATION BOARD OF DIRECTORS OFFICERS CHAIRMAN Frank Pitsikalis ResortSuite VICE CHAIRMAN Sharilyn Abbajay Red Door Spas

s my rein as ISPA Foundation chairman comes to an end, I am reminded of these two powerful

DIRECTORS Ella Stimpson ISPA Vice Chairman The Spa at Sea Island

quotes that inspire me daily. It has been an honor to serve ISPA over the last several

decades. It is now time for my tenure as ISPA Foundation

Michael Tompkins ISPA Chairman PALM Health

chairman to end and others to play a role in continuing the growth of the ISPA Foundation. Having watched

Lynne McNees ISPA President

many leaders join our industry and association, the professionalism they have brought has allowed us to reach the successes we see today. As I depart in this role, I

MEDICAL ADVISOR Brent Bauer, M.D. Mayo Clinic

would like to share with you a few of the valuable lessons I’ve learned along the way.

HONORARY BOARD MEMBERS Ruth Stricker The Marsh, A Center for Balance and Fitness

●

When you volunteer, you get back much more than you give!

●

If you are going to make fun of someone, start with yourself.

●

Document, document, document!

●

Have a plan before you execute.

●

Discussion and debate are healthy with a group of leaders—so is respect.

●

Make every decision with the members in mind—ISPA belongs to them.

●

Everyone deserves the opportunity to become involved.

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

●

Mentoring is the greatest gift you can give.

LUMINARY

●

Friendships last a lifetime but life is short—treasure every moment.

Deborah Szekely WELLNESS WARRIOR

Ruth Stricker BENEFACTOR

Dr. Howard Murad

Thank you for the many memories, Jeff Kohl Immediate Past ISPA Foundation Chairman

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PATRON

Massage Envy Franchising, LLC Red Door Spas

November is... ●

COPD Awareness Month

●

Good Nutrition Month

●

National Healthy Skin Month

●

National Pomegranate Month

●

National Sleep Comfort Month

●

National Stomach Cancer Awareness Month

●

Vegan Awareness Month

NOVEMBER 2015

NATIONAL SLEEP COMFORT MONTH

NATIONAL POMEGRANATE MONTH

1 14 20 27 26-27

Daylight Saving Time Ends (U.S.) World Diabetes Day November Snapshot Survey opens

Last day to participate in the November Snapshot Survey

ISPA headquarters closed in observance of the U.S. Thanksgiving holiday

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2 1. Holiday Scents. The Pure Candle’s Pure Seasons Gift Set comes with three holiday-themed candles, namely Merry (Cinnamon orange scent), Cheer (Peppermint) and Peace (Christmas tree/spruce scent).

Each candle is hand-poured in 10 oz. hand-crafted artisan Mexican recycled glass, with 100 percent pure essential oils, soy wax, and cotton wick. THEPURECANDLE.COM | 1.855.535.PURE (7873)

PRODUCT SPOTLIGHT 1

2. Luxury in a Box. Sothys USA Inc.’s Secrets de Sothys is a

luxurious gift set that contains Secrets Global Anti-Aging De-stressing Care and Serum as well as complimentary Secrets Intense Lip Care. This exclusive sensorial global anti-aging trio features delicate textures and age-reversal solutions that help to slow the effects of time.

4 3

SOTHYS-USA.COM | 1.800.325.0503

3. Aromatic Blend. Naturopathica’s Aromatic Alchemy Gift Set

makes a lovely aromatherapy gift. Made of exquisite blends of rare plant essences and extracts, the gift set includes 0.5 fl. oz each of Chill Aromatic Alchemy, Inspire Aromatic Alchemy, Meditation Aromatic Alchemy and Re-Boot Aromatic Alchemy.

NATUROPATHICA.COM | 1.800.669.7618

Santa’s elves are hard at work.

It’s time you do the same and give your guests holiday gift ideas to help make the gift-giving season stress-free. Here are some of the holiday gift ideas that could just be on Santa’s must-give list.

SANTA 6

5

4. Unmasking Delight. Bio Natural Inc. dba BioRepublic SkinCare’s On the Glow Kit includes two of each of BioRepublic’s

eco-friendly sheet masks: Pomegranate Crush Illuminating Sheet Mask, Aloe Rescue Revitalizing Sheet Mask, Cucumber Breeze Soothing Sheet Mask, Green Tea Detox Purifying Sheet Mask. Kit packaging is made from biodegradable and recycled materials. BIOREPUBLIC.COM | 1.888.887.5704 5. Seasonal Cheer. Spread joy and cheer with FarmHouse Fresh’s soy-blend Cozy Candles. Featuring holiday spiced rum and fir scents,

each candle makes a lovely decorative gift or accessory for holiday decorating. For extra holiday fun, the Cozy Candles are dressed in knitted sweaters featuring cows, sheep, trees and snowflake designs.

FARMHOUSEFRESHGOODS.COM | 1.888.773.9626

6. Hello, Winter! Welcome the cold season with Dr. Hauschka Skin Care’s Winter Welcome Kit. It includes cold-weather favorites such as:

Hydrating Hand Cream to nourish and protect hands; Lip Balm to sooth and moisturize dry lips; and Spruce Warming Bath Essence to calm and comfort. Gift–ready packaging makes this an easy, one-size-fits-all gift for the holidays. DRHAUSCHKA.COM | 1.800.247.9907 7. Perfect Stroke. Help golf-loving guests improve their golf game with the Organic Male OM4’s Titleist Pro Golf Collection. Gift set includes

OM4 Travel Bag, full-sized Baobalm Lip Therapy, Sun Secure, Treat and exclusive OM4 Titleist pro golf set. OM4MEN.COM | 1.877.898.MALE (6253) 8. Glowing Duo. Blissworld LLC’s bliss “glow” of hands set 7

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is a mega-moisture duo of peppermint hand cream and snowberry hand cream. BLISSWORLD.COM | 1.212.931.6383 9. Merry Makeup. Get your guests ready for the holidays with jane iredale - THE SKINCARE MAKEUP’s Holiday 2015 Makeup Collection.

In the blink of a Smoky Eye Kit is packaged in an artful travel box with mirror, dual-ended application brush and eight versatile shades to create the perfect smoky eyes. With rose flower wax and beeswax to nourish and moisturize cheeks and lips, Forever Red Just Kissed® Lip and Cheek Stain makes for a great stocking stuffer.

JANEIREDALE.COM | 1.800.762.1132

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10. ‘Tis the Season for Colors. SpaRitual’s The Awakening Collection features six holiday-inspired colors: Take Action (white 9 68 PULSE

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pink-pearl with duo chrome shimmer), In The Wild (a grey crème), Visionary (icy blue shimmer), In Service (aqua shimmer), Creative Activist (lilac gold duo with chrome shimmer) and Bright Future (plum crème). SPARITUAL.COM | 1.818.988.2228

ISPA STAFF

Proudly serving ISPA and the ISPA Foundation

Lynne McNees • President lynne.mcnees@ispastaff.com • 1.859.226.4260 Crystal Ducker • Vice President of Research & Communications crystal.ducker@ispastaff.com • 1.859.226.4427 Katherine Blake • Project Manager katherine.blake@ispastaff.com • 1.859.226.4354 Megan Browning • Marketing Manager megan.browning@ispastaff.com • 1.859.219.3549

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.

Andrew Dewson • Content Strategist andrew.dewson@ispastaff.com • 1.859.687.7013 Jennifer Duckworth • Senior Director of Events jennifer.duckworth@ispastaff.com • 1.859.226.4254 Whitney Elswick • Sales Manager whitney.elswick@ispastaff.com • 1.859.226.4372 Sarah Harmon • Customer Experience Manager sarah.harmon@ispastaff.com • 1.859.219.3512 Allie Hembree • Public Relations Manager allie.hembree@ispastaff.com • 1.859.425.5072 Kerri Keefer • Director of Exhibitor Relations kerri.keefer@ispastaff.com • 1.859.226.4207 Briana Lee • Project Manager briana.lee@ispastaff.com • 1.859.219.3527 Mae Mañacap-Johnson • Editor mae.manacap-johnson@ispastaff.com • 1.859.425.5062 Allison Martin • Membership Account Executive allison.martin@ispastaff.com • 1.859.226.4334 Amber Phillips • Events Manager amber.phillips@ispastaff.com • 1.859.226.4420 Tara Salah Eldin • Project Coordinator tara.salaheldin@ispastaff.com • 1.859.219.3615 Samantha Smith • Project Manager samantha.smith@ispastaff.com • 1.859.219.3619 Elyse Vincent • Membership Manager elyse.vincent@ispastaff.com • 1.859.226.4314

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AD INDEX ISPA would like to thank the following Pulse advertisers for their support of the association: Bed of Nails 19 1.424.442.0660 bedofnails.org

HydroPeptide 9 1.800.932.9873 hydropeptide.com

Bon Vital 57 1.800.253.6466 bonvital.com

THE SKIN CARE MAKEUP

Chaleur Beauty By Forever Young Intellectual Property, LLC 39 1.844.242.5387 foreveryoungintellectual property.com/chaleur/

Jurlique 43 1.800.854.1110 jurlique.com

jane iredale –

Éminence Organic Skin Care IFC, 1 1.888.747.6342 eminenceorganics.com ESPA International (US) Ltd. 5 1.888.705.0102 us.espaskincare.com FarmHouse Fresh INSERT 1.888.773.9626 farmhousefreshgoods.com Fitness on Demand 61 1.877.474.0505 fitnessondemand247.com G.M. Collin Skincare 1.800.341.1531 gmcollin.com

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GrandeLASH – MD 45 1.877.835.3010 grandelashmd.com Grounded Beauty 63 1.888.223.8454 groundedbeauty.com HydraFacial MD – Edge Systems LLC 7, 11 1.800.603.4996 skinhealthforlife.com

1.800.762.1132 janeiredale.com

Nelly De Vuyst 53 1.800.263.8888 derme.ca PCA Skin IBC 1.877.722.7546 pcaskin.com Phytomer Group Brands 20, 21 1.801.284.8200 phytomerusa.com Pollogen Ltd. 55 3 5104110 pollogen.com Pure Fiji 49 1.800.477.4283 purefiji.com ResortSuite 3 1.866.477.8483 resortsuite.com SpaRitual 14, 15 1.818.988.2228 sparitual.com Vie USA 20 1.877.843.0800 vieusa.com

Bold indicates year-round Pulse advertisers and 2015 ISPA Conference & Expo Sponsors.

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BC

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.

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5 BRIAN BRAZEAU

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■ CHIEF EXECUTIVE OFFICER, BABOR ■ DELRAY BEACH, FLORIDA

Most used app(s): Please don’t ask me to choose which app I prefer most—I am in a deeply committed relationship with my iPhone.

Fitness routine: Anything that encourages the flow of adrenaline.

1. Book currently reading: I am a shoe freak so I am currently reading The Shoes That Were Danced to Pieces: The Twelve Dancing Princesses by the Brothers Grimm.

Best piece of advice you’ve received: It’s better to ask for forgiveness than it is to get permission.

Favorite music artist or genre: Don’t box me in. I love alternative and new wave music from the 80s, musical icons like Edith Piaf, Bulgarian throat singers and electronic dance music.

2. Cause that you support: Love.

Most important business lesson learned: Go with your gut.

A great leader you’d love to share a conversation with: I wouldn’t mind sharing a cup of coffee with Starbucks founder, Howard Schultz.

3. Hotel amenity you can’t live without: A quality coffee maker. Better yet, a cup of quality coffee delivered to my room.

4. A “super power” you’d like to have: I wouldn’t mind having a reliable set of wings.

5. Your idea of “me” time: Being totally and completely impulsive and, if I am lucky enough, being totally and completely impulsive with the people I love. ■

@BrianBrazeau

babor.com

brianbrazeau

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STYLING & PHOTO BY ECHOSTARMAKER.COM

“Grant that I may not criticize my neighbor, until I have walked a mile in his moccasins.”

—Indian Prayer (which hung in my father’s office as a daily reminder)

L

ife can (and often does) change in a second. As many of you know, I recently had a health scare that reminded me —as much as we would like to think so—we are not bullet proof. The days between the initial doctor’s visits, the surgery and getting the allclear phone call reminded me of an important life lesson.

It’s funny how things in life can seem SO important (ISPA Conference, 25th anniversary, keynote speakers, etc.) and then can suddenly become unimportant when things come to a grinding halt.

I began to focus on the little gifts—the gestures of kindness we show FOLLOW ME ON TWITTER! @LynneMcNees

to those we love the most and the subtle differences we can make in people’s lives with a smile, a handwritten note or a personal touch.

During Pope Francis’ recent trip to the United States, he delivered a mass on this

LIKE US ON FACEBOOK! International SPA Association

topic. As I listened, it connected me back to the life lesson I am trying to practice as I move past this recent reminder to slow down and breathe. “… little gestures are those we learn at home, in the family. They get lost amid all the other things we do, yet they do make each day different.

They are the quiet things done by mothers and grandmothers, by fathers and grandfathers, by children. They are little signs of tenderness, affection and compassion. Like the warm supper we look forward to at night, the early lunch awaiting someone who gets up early to go to work. What kind of world do we want to leave our children?”

As we approach the time for New Year’s resolutions and family reunions at holiday get-togethers, don’t wait for a scare to focus on the things that really matter. Explore what is within yourself, be grateful for what you have and focus on the little gestures.

What are your little gestures—and can you do more of them?

—LYNNE McNEES, ISPA PRESIDENT

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