Pulse July 2016 | Page 58

SUCCESSSTORIES Keys to Success Robie attributes the company’s successful growth to its carefully selected products and proprietary custom products. He says instilling the core business philosophy into its team members was also critical. In general, the company follows four business beliefs: 1) The customer is always right. 2) Help the customer give a better guest experience. 3) Ship every order the day you receive it with no back orders. 4) Do today’s business today. He says the company is fortunate to have few failures along the way. “While we have and will have some failures along the way, our customers tell us what products and services they need so it is easy to stay on course without the risk of making products that do not work or sell. Listen to your customers and make sure Careful product selection has helped the company succeed in key spa markets. (CONTINUED FROM PAGE 54) a lot of research and testing is done on the products they ask for. This will ensure success.” Innovate to Grow To sustain its growth, the company knows the importance of innovation. One example of how the company innovates is its willingness to accept a challenge presented by its clients. “In 2009, I was asked to make a better hotel in-room dispenser by one of our hotel partners. They had many parameters and, after 16 months of research and development, we launched our new eco eclipse dispensers. Today, we have sold thousands of these to the hospitality industry,” he says. Because of this innovative product, the company has helped its clients to financially save, while giving them a green footprint as less amenity bottles are now wasted and end up in a landfill. n WHAT VALUABLE BUSINESS lessons did Robie learn, especially during the tough recession? Click here to read more insights. ISPA Welcomes New Members to the ISPA Community RESOURCE PARTNER Azure Dream Cyrna Corp. Four Seasons Moscow Enliven Books Magneceutical Health Four Seasons Resort Oahu at Ko Olina Pattern By Tiffany Lerman Mirror Mirror Esthetics Piper Wai Natural Deodorant Sense Spirit Holdings Group Ltd Shelton Management Solutions Serenity Day Spa Spa Vision Ltd Spa Anjali Spraytans Partners Inc. Spa Miri Miri By Clarins The Fiske Group: Public Relations and Marketing Strategies The Westin Lagunamar Ocean Resort Villas, Cancun Whish Body Wellness Institute SPA STUDENT Auberge Spa at Hacienda AltaGracia Allyson Hertzog VIDA Fitness/Aura spa EDITOR’S NOTE: This includes new members from April 29 –June 1. You can access the online membership directory at experienceispa.com. 56 PULSE ■ July 2016