“… ROI isn ’ t just on the treatment , it ’ s on the guest experience …”
— DANIEL SPENCER
Feedback from guests and adjustments “ We have created some additional education ,” said Luane McWhorter . “ We ’ ve done lunch-and-learns and also some evening classes for those wanting to learn more . The classes consist of a resource partner and one key staff member who speak , and we generally have a photographer or influencer there to promote .”
“ The biggest change we ’ ve made recently was to streamline our questionnaire and make it easier for our guests to use our digital platforms ,” said Kirby .“ We want to make things simple for our guests to understand .”
Reaction from service providers Kasuba reports she has not received negative feedback from her service providers after implementing technology-driven services .“ They find it to be a complement ,” said Kasuba .“ The training was key , and having great resource partners is key . We ’ re also
creating new protocols that are going to integrate service with Aescape , so I ’ m making my providers be a part of it and it ’ s got them really excited .”
“ We ’ re finding the teams are welcoming the technology ,” said Kirby .“ It ’ s all about the wellness and longevity of their bodies and the machines are helping to protect them .”
ROI “ Technology and treatment modalities prove to elevate the experience for all guests , so the biggest portion that will help the bottom line is to enhance the well-being and improve service satisfaction to all guests ,” said Kirby . “ It will increase spa bookings and retention and , in the end , that brings you the bottom line .”
“ When it comes to ROI on equipment and devices , that ROI isn ’ t just on the treatment , it ’ s on the guest experience , the marketing materials that go out — so there ’ s all this money coming in from other directions ,” said Spencer .“ So , you can ’ t look at we ’ re going to get this much more for a treatment , we ’ re going to get this much more for all of these other avenues .”
Employee health and wellness with equipment “ Monday through Thursday , we allow employee services , and our employees have the opportunity to experience any of the treatments they would like ,” said McWhorter .“ We limit the number of times they can do it , but we also let them have one family member a month who can receive a service at 50 percent off .”
“ Something special we do for employees is on whichever day is their ‘ Friday ,’ they come in and work and , about six hours in , they stop , go in and use our facilities and that way they can enjoy the next couple of days off already relaxed instead of going home exhausted for that time off ,” said Spencer . n
“ We want to make things simple for our guests to understand .”
— JENNIFER KIRBY
ISPA THANKS LOFTIE for sponsoring the September ISPA Town Hall . A video of the event is available to members in the On-Demand Learning section of the Resources tab at experienceispa . com .
DECEMBER 2024 / JANUARY 2025 n PULSE 49