Service Recovery is awesome! It gives you the chance to turn a negative into a massive positive. The key is to Give Graciously. If you can’t do that, then better to not give at all.

Why isn’t Marriott the #1 Food Delivery service in the world? Hilton the #1 Maid Service? Accor the #1 Massage in Demand service? They have the footprint, expertise & capital. So they could!?!

Augmented Reality & Virtual Reality are all the rage. But what are the practical applications for Spas? Is it too early? Are Spas ready for it? What are the Spa Equipment makers doing in this space?

Are you selling Features or Benefits? Does it matter ? (Hint: YES!) I share an interesting ‘Case Study’ from the world of luggage that might help explain.

Spa, as a concept, already has brand awareness. People expect a Spa in a 4 Star / 5 Star Hotel. It’s baked into the system. What’s missing right now is Product-Market fit. That means opportunity!

Spa Conferences are all about information & networking. Both these things can be done very efficiently & effectively online. It’s time to disrupt the Spa Conference model. We can do better.

Empowerment is just a fancy word for delegation. The key to effective delegation is checks and balances and processes. With this empowerment is just absolving management of responsibility.

The partnership between skincare brands and spas usually stops at the retail shelves. In a crowded marketplace there is an opportunity for a much deeper relationship.

Imbalance between Supply & Demand is the biggest issue for most spas. What Business has the Supply & Demand equation right? Food Trucks! So what business lessons can Spas learn from Food Trucks?

Is ‘Mental Wellness’ the right term to use? Or, is there a stigma attached? Should we create a brand for Mental Wellness that comes to define the category. Like Xerox, or Hoover before.