KATIE BARNES, MANAGING EDITOR, SPA BUSINESS Letters
Do you have a strong opinion, or disagree with somebody else’s point of view on topics related to the spa industry? If so, Spa Business would love to hear from you. Email your letters, thoughts and suggestions to
theteam@spabusiness.com
Is your spa business on the right track?
Greg Payne, group spa director, Amanresorts
I recently read some articles about how to drive spa business and that spa managers of today may have the ‘soft skills’ but lack the ‘hard skills’. There’s an implication that the hard skills are the most important in business and that the next generation of spa managers will all have an MBA and speak the language of fi nance, marketing and HR. It’s believed that the rest of us will be left behind if we don’t quickly get on the bandwagon. Well, I would suggest that this thought is missing the point of what spas do and what is truly needed to drive business. We need more connection to our hearts and less to our minds. No amount of business acumen will ever replace the power of intention and touch when it comes to winning and retaining the business of our clients.
I often look at the audit reports which would have you believe that success is defi ned by responding to a phone call within three rings or upselling treatments. However, they are a mechanical checklist that completely miss the quality of interactions and would be better suited to the review of a McDonald’s franchise than providing any meaningful insight into a spa operation. I’d advise you all to tear up the rule book, because there never were any rules. Instead,
Ask what you’re doing to develop your team, rather than relying on superfi cial audit reports
if you want to know if you’re on the right track, get out of your offi ce, fi nd a quiet place and ask yourself three questions: ■ What are you doing to support the growth of your team? ■ What are you doing to develop yourself?
■ Where do you currently see the opportuni- ties to make your spa unique? If you’re focusing on these things, your business will be successful and you’ll continue to be relevant in an ever-changing world, as you’re connected to what really matters.
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Spa Business 1 2014 ©Cybertrek 2014
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