“ Almost everything I ’ ve learned has come from hospitality : leaving people better than you ’ ve found them ; bringing positive ‘ optimistic ’ energy to every experience ; white glove service ; anticipating a customer ’ s needs before they do .”
intention behind this . We can ’ t sleepwalk with our customers — they ’ re expecting us to “ bring it .” Especially in the spa industry , they ’ re coming to be renourished , to have their stress taken away .
3 Embrace a growth mindset : Instead of saying No , say Yes , and …. “ Yes , and ” opens the door to possibilities — I don ’ t have all of the answers , let ’ s find them together . That is the paradigm shift . You don ’ t have to have all the answers anymore — or fake it — you can work with others to find “ right ” together .
4 Discover what empathetic leadership sounds like . l I ’ ve got your back is safety . l I believe in you is belonging . l There ’ s nothing you can break that I can ’ t help put back together is telling someone not to be afraid to fail . Give people the safety to take a swing even if they fail , because that ’ s where learning happens .
Pulse : ISPA attendees like to plan ahead for which education sessions they will attend . Who is your target audience ? CS : Leaders . It ’ s all about leadership strategies and building sustainable cultures for today and tomorrow — cultures rooted in belonging and bravery .
It ’ s an interactive keynote . For fun , there could be some prizes with swag associated . n
FAST FACTS : Claude Silver
Favorite spa treatment ? Deep tissue or hot stone massage will always be at the top , as well as facials . Something fun you ’ ll do in Phoenix ? It ’ s going to be very hot ; I ’ d say climb Camelback at sunrise . Best self-care tip ? Finding a positive mantra to say to myself when I need an energy boost . Taking baths with Epsom salt . Listening to my favorite music on endless repeat . Lifelong dream you ’ re pursuing ? I have a book coming out in a year , so : to be a New York Times bestselling author . Favorite quote for your career or life journey ? The Maya Angelou quote about how you make people feel is the everything for me . Favorite hobby outside of spa ? Going to see live music . Playing pickleball .
“ Almost everything I ’ ve learned has come from hospitality : leaving people better than you ’ ve found them ; bringing positive ‘ optimistic ’ energy to every experience ; white glove service ; anticipating a customer ’ s needs before they do .”
JANUARY / FEBRUARY 2024 n PULSE 25