Spa Startups: They’re ba-aack!

The recession may have battered the spa industry and shut down many facilities, but we’re finally seeing a resurgence in startups–many of whom aren’t even using the “S” word (that would be “spa”) to describe themselves. “Wellness” is a watchword for many of these next-generation businesses, but other trends inspiring spa entrepreneurs include co-working and organic lifestyles.

Few would-be spa owners understand just how much capital they’ll need to invest to get their new spa up and running–and to nurture it through its first 18 months, the critical make-or-break period. The pressure from competition is usually underestimated in new spa business plans, and these businesses can crash quickly if spa entrepreneurs are over-optimistic and under-funded.

At the high end of the market, spa guests are seeking a new approach to luxury that’s based on authentic experiences rather than over-the-top opulence. That doesn’t always translate into a strong demand for esoteric services, though. The services that guests say that they are interested in and the ones that they actually purchase (especially on a regular basis) can be very different. Creating an appealing but unique menu is a must. It’s expensive to educate the marketplace.

Whether they’re in an urban setting or a remote one, one of the biggest impediments to new spas’ growth is finding enough talented therapists. A solid in-house training program is critical to success in every market. Not only does it improve therapist quality, it aids in employee retention: spa workers value education very highly. Lower employee turnover pays off big in customer satisfaction and pure bottom-line profit.

While there are still spas for sale–a great way to fast track a startup and reduce project cost–many of them are not listed with business brokers and identifying them can take a special approach. Sometimes a would-be spa developer is too deeply in love with their particular vision to recognize a fabulous opportunity in a distressed business. Differentiating a “distressed” business  from a “toxic” one is critical.

To help this wave of entrepreneurs avoid the pitfalls of developing a spa or wellness business, a new one-day Spa Startup Workshop is being offered on Saturday, October 3, immediately prior to the Wynne Business Spa Director’s Management Intensive (October 4-6) in Philadelphia’s Historic District.

For more information about the seminars, visit our management seminars page or call 610.368.6660.

Tuition details, including earlybird and multiple registrant discounts.

 

 

 

Clinical Oncology Esthetics Training Returns March 20-22, 2011

REGISTRATION CLOSED.

Morag Currin of Health Challenged Esthetics literally wrote the textbook on Oncology Esthetics.

A true industry pioneer and visionary, Morag is returning to California with her three day program for estheticians. We’ve already hosted this once and I believe any serious esthetician or spa owner needs to experience this education–whether you choose to cater to cancer patients or not, you need to know how to safely treat them when they are in your spa. Even cancer survivors, post-treatment, have special needs and restrictions. Do you know what they are? I sure didn’t.

This program includes lecture, demonstration and hands-on practicum with cancer patients in the spa environment. You’ll also be educated by an outstanding oncology nurse, one of the highlights of the first seminar. Participants will leave with the ability to offer safe, beneficial treatments to clients with health-challenged skins, and with a thorough understanding of the issues facing clients undergoing cancer treatment, including side effects that impact skin and contraindications for treatment.

If you’re wondering how to expand your customer base, it’s time to look at marginalized groups who have a strong need for self care, as well as high levels of stress. These are customers you may have shied away from, for fear your treatments might not be beneficial. Customers who desperately want and need your treatments, but don’t know if they’ll be safe or effective, or if you’ll even understand their health issues.

These potential clients include cancer patients, as well as other people with health-challenged skin: organ transplant patients, people in recovery, and even people with severe sensitivities.

As the spa industry moves toward a more meaningful focus on wellness, we have a tremendous opportunity to reach out to groups we have previously ignored, out of fear or ignorance. I think the health challenged segment will offer our industry some of the most profound growth opportunities we’ve seen in years. But education is essential. This is your opportunity to be in on the ground floor of a new and exciting movement. Whether you practice in a clinical or spa environment, you’ll leave with an important new skill set that very few people in the industry possess.

Tuition is just $695 per person.

Follow this link to register:

http://www.eventbrite.com/event/1173603279

Our Spa Director’s Management Intensive returns to the West Coast, January 30-February 2

Registration Closed

Co-taught by Peggy Wynne Borgman and Lisa M. Starr of Wynne Business Spa Consulting and Education

If you own, manage, or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, this seminar will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the requirements for business success. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

You’ll have a chance to meet other spa industry professionals, a diverse group of people, and often an international one. Participants typically represent a variety of industries and greatly enrich the program with their input. You’ll create a support network that will prove invaluable as your business or career grows. The small size of the class ensures individual attention and maximum interaction.

Attendees return to the workplace with new tactics and new understanding the fundamentals that underly spa success. Our enormous take-home course text becomes an invaluable everyday reference for busy directors who need ideas and help fast. (How do we know? Whenever we visit our graduates at their spas, we see the textbook open on their desktop!) Attendees enjoy an Industry Discount at adjacent Preston Wynne Spa during their stay.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and mid-recession employee morale issue are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Introduction to Selvice: seven steps to better customer service and higher sales

Successful Spa Programs

• Establishing your Therapeutic Vision

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Trends in menu and program design

• Modular menu design

• Customization vs. chaos: how to offer one without getting the other

• Understanding the real cost/benefit of a new service

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• How to use a Home Care Consultant

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Ending the sales leaks in your store

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

• Basics of visual merchandising and display

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

 

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Process improvement 101: how to make things better, faster

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

Our first Spa Director’s Management Intensive of 2011, in the San Francisco Bay Area

January 30-February 2

If you own, manage, or plan to open or acquire a spa, this program is a must!

Presented by Lisa M. Starr and Peggy Wynne Borgman of Wynne Business Spa Consulting

Go to registration site

If you’re already involved in spa operations, you’ll find solutions for your toughest management challenges. If you’re planning a facility, you’ll leave this program with a clear-cut strategy for business success. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition. This fast-paced, information-packed program is full of original, innovative but practical concepts that are actually at work in top spas. We work hard to make sure the days you spend with us are extremely rewarding. You’ll also take home our exclusive text, an incredible reference you’ll use again and again. This includes tools you’ll be able to put to use the day you return to work. You’ll have a chance to meet other spa industry professionals, a diverse group of people, from all over the world. Participants typically represent a variety of industries and greatly enrich the program with their input. You’ll create a support network that will prove invaluable as your business or career grows. The small size of the class ensures individual attention and maximum interaction.

Financial Management

  • Managing by the numbers: understanding financial statements
  • How productive is your spa? An accurate way to measure
  • Compensation Design: the key to profitability
  • Owner compensation: what’s fair?
  • Plugging the profit “leaks” in your spa operation
  • Discounting: is it right for your facility?
  • Staying out of trouble: proper accounting practices for spas
  • The raging gift market: taming the tiger

Marketing Mastery

  • “One-to-one” marketing: cheaper, better, faster
  • Customer retention: your best marketing tool
  • Calculating your actual cost of customer acquisition
  • A formula to instantly boost your sales by 33%
  • The power of PR: developing your media kit
  • Positioning your spa to survive intense competition
  • Essential components of great spa brochures

Successful Programs

  • Developing a compelling service program
  • Long-term programs: the new spa package
  • Programming for profit: which services to emphasize
  • Two key trends that must guide your program design
  • Staging spa experiences: the perils of packages
  • Workflow: managing its impact on quality and morale
  • Scheduling for maximum productivity.and quality

Leadership

  • Recruitment: effective strategies for hiring the best employees
  • Why the customer comes “second” in a successful spa
  • Why you’re doing everything yourself.and how to stop it!
  • Managing communications issues in your spa team
  • Why you can’t motivate your staff and what to do about it.
  • How to produce great staff meetings
  • Managing conflict between technical and support teams
  • Getting your support team to “think on their feet”

Quality Management

  • What customers value most: it may surprise you
  • How to manage quality in the “closed door” spa environment
  • The three essential ingredients of world class service
  • Training = quality: building your in-house program
  • How to instill a “quality” mindset in your entire team
  • Customer relations: resolving complaints
  • Comps, refunds and redo’s: how to use them wisely

Retail Success

  • Harnessing the awesome power of retail sales
  • Teaching spa therapists to sell
  • Tools and Techniques that support retail sales
  • Do you need a Home Care Consultant?
  • Creating a profitable retail mix
  • Retail Trends
  • The Spa Store: Visual Merchandising and Display
  • Mail order and online stores: Are you ready?

Tuition: $1995 per person.

10% discount for two or more registrants from the same company

10% discount for early bird registration (by January 7)

Multiple registrant earlybirds from the same company receive 20% off registration (by January 7)

Seminar venue: The charming Inn at Saratoga, along the banks of Saratoga Creek in the historic village of Saratoga. Nestled in the foothills of the Santa Cruz mountains, the Inn at Saratoga is a peaceful Silicon Valley hideaway. Just 20 minutes from San Jose International Airport (SJC) and 50 minutes from San Francisco International Airport (SFO).

Online ticketing for this seminar is powered by EventBrite

The Spa Director’s Management Intensive: summer session August 22-25, 2010

August 22-25, 2010, San Francisco Bay Area

If you own, manage, or plan to invest in a spa, this program is a must!

Co-taught by Peggy Wynne Borgman and Lisa M. Starr of Wynne Business Spa Consulting

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First time in China: Advanced Spa Management Techniques with Lisa Starr


A one day class with Lisa M. Starr of Wynne Business Spa Consulting
Sunday, September 5, 2010
Sponsored in part by


The Banyan Tree, Hainan

Competition is increasing! Are you ready?

The rapid growth of the spa industry in China requires managers to be at the top of their game. Attention to detail in every aspect of the spa operation is essential to its success. A beautifully designed spa is just the beginning. Making sure that your spa can attract customers, make a profit, and operate smoothly is the truly challenging part.
If you are a spa director, manager or owner, you can’t afford to miss this outstanding program, which emphasizes practical and proven methods for improving spa performance. International spa consultant Lisa Starr, a former GM of a group of spas herself, will share advanced techniques for mastering the four pillars of spa growth and success:
  • Advanced financial management skills
  • Spa Marketing Strategies and Tactics
  • Selecting, training and retaining the top employees
  • Building an efficient operating infrastructure
This outstanding professional education will be presented at the luxurious Banyan Tree Resort. Admission includes lunch and tea breaks as well as your course text. Attendees will also receive a certificate of completion. Registration begins at 9 a.m. and the class begins at 9:30 a.m., ending at 5 p.m.
Tuition discounts are available for attendees of the SpaChina Summit, and members of the China Spa Association.
Register now with credit card or PayPal.
Questions? Prefer bank transfer payment? Contact us at seminars@wynnebusiness.com
ABOUT THE INSTRUCTOR
Wynne Business Senior Consultant Lisa M. Starr has almost 30 years of experience in the spa industry. An accomplished instructor, Lisa leads Wynne Business educational seminars for spa owners and managers. Her consulting clients throughout the U.S. and in Asia include day spa start-ups and turnarounds, medi-spas and hotel spas, hospitals, fitness clubs, and salons offering spa services. She is a popular speaker at industry events, including IECSC, ISPA, Spa & Resort Expo, and the Spa Asia Wellness Summit. Lisa is a regular columnist at American Spa Magazine and is Director of Community for SpaTrade.com, a top spa business portal.