Entries by lstarr@wynnebusiness.com

World Class? Not so fast.

In an increasingly virtual world, the “high touch” spas are one place consumers go for good old fashioned, live, hands on (literally) customer care. When our clients finally tear themselves away from their keyboards, PDAs and iPads, they’re ready to have their socks knocked off–by your employees. Are they up to the challenge? As we […]

Circling the Discount Drain

Is social media now just about bargain-hunting–sharing discounts, steals and deals with your friends? We know from past studies that discounts do not lead to loyalty. They lead to the expectation of more discounts. Which means, that shiny new customer will linger only if you can undersell your competition. Where’s the so-called wisdom of crowds? […]

How can I train my front desk team without any time and budget?

Virtually every spa has cut back on meetings and education during the downturn. There’s good news, though. Training your team is less expensive, and more convenient, than it’s ever been, thanks to–yes–the miracle of modern technology. We’re talking about online training. These are almost-as-good-as-being-there presentations that will engage and inform you and your team. We […]

People Problems

I can’t tell you how many times I’ve heard someone in a class or seminar say, “You know, we don’t really have that many issues in our spa–we just have people problems.” According to a study of 1350 spa guests from Coyle Hospitality Group, “people problems” are the predominant issue in every spa. Coyle, the leading […]