Week of May 30–June 6, 2009 through week of August 29–September 5, 2009

Summer is a wonderful season at Rancho La Puerta Fitness Resort & Spa. Now all guests staying one week or longer (Saturday to Saturday) can bring a friend at 50% off. We’ve extended our limited “Bring a Friend” offer to the entire summer!

Share the room…share the savings!

Our four swimming pools beckon during days that are warm but never “desert hot.” Our mountain location and beautiful gardens make this a four-season paradise. And our fitness and evening presenter programs are the best yet!

There’s never been a better—or more affordable—time to share the one and only experience that is Rancho La Puerta!

ALL-INCLUSIVE seven-night packages. NEVER A SERVICE CHARGE (save approximately 18% in comparison to other resorts).

Subject to availability. Some restrictions apply. Valid for one or more complete (7-night) weeks. May not be combined with other promotions.

VIEW additional SPECIALS and PROMOS from Rancho La Puerta HERE

For reservations or additional booking information phone Toll-free 1-800-443-7565
or visit www.rancholapuerta.com

Find out how a True Life Retreat can Nourish Your Soul and Empower your Spirit!

Register NOW for the FREE teleseminar!

Curious about all these Retreats I’m always talking about?

Where we hang out on the river…. or

Climb to the lofty peaks… or

Create astounding and unique artwork… or

Tell stories of our lives that bring us to tears.

No matter where you live, you can join this conversation about investing in your True Self - all you need is a phone!

Come to the free call on April 29th and find out what all the excitement is about!

WOMEN’S RETREATS:
A Powerful Journey to a Fulfilled Life
WEDNESDAY EVENING, APRIL 29, 2009
5P pacific 6P mountain/ 8P eastern

What could be possible in your life if you stepped off the Hamster Wheel for even a short while? What if you gave your full attention to just BEING for a change?

True Life Retreats are about growth, meaning and fun and adventure -
ARE YOU READY TO CHECK IT OUT?!

GO HERE TO REGISTER: FREE RETREAT TELESEMINAR

This summer’s retreats are filling fast - even with the economic pressures, women are realizing that their own self-care and development is critical to staying centered. I hope you’ll join me on the call to learn more about the possibilities for your life.

Coach Victoria

Offering womens retreats in Colorado, New Mexico and Connecticut

Looking to renew Mind, Body and Soul? Take advantage of the Miraval Resort Authentic Remedy Vacation Package.

Miraval’s Authentic Remedy Vacation Package for $399 per night includes:
• Three gourmet meals per day
• Complimentary spa treatment (or a round of golf)
• Full use of resort activities
• Complimentary transportation to and from Tucson Int’l Airport

About Miraval

Miraval is a luxury destination spa and resort located on 400 acres at the base of the Santa Catalina Mountains. The property is designed to create an intimate environment that nurtures every guest. Private casita-style rooms and suites are filled with premier amenities for the ultimate in comfort and relaxation.

The Miraval Mission

Helping guests to live a balanced life is the Miraval mission. Staff advisors work with guests to nurture their physical, mental and spiritual health. And with over 110 signature experiences to choose from, each individual can design a truly unique and meaningful experience. So whether one chooses the Aqua Zen massage, 25-foot Quantum Leap or a desert photography class, Miraval offers empowering lifestyle experiences for those who want the most out of life.

Why Miraval? Why Now?

The Authentic Remedy package offers incredible savings, making right now the perfect time to experience Miraval. Your readers are invited to book a trip to
Miraval Arizona online or call us toll free 1-800-232-3969 today!

In a Spa? Things going wrong? Never. Yet we all know what I’m talking about. Just because you cater to a discerning clientele and you train your staff on treatments as well as great customer service doesn’t mean things never go wrong. We cater to people’s high expectations. People are unique. Things can and do go wrong. But here’s the key: When things go wrong, having an action plan to handle and resolve the issue makes all the difference. This must be part and parcel of your training. It must be part of your customer service and customer recovery strategy.

1. Have an easy way for your employees to alert you about things not going so great. Perhaps they post a color or a prop on their stations, press a button, or display something that alerts you as a spa manager to stop by and talk with the customer. In Japan’s auto manufacturing facilities such a device is called “andon”. Whenever something’s wrong, fixing that becomes the priority. Everyone pulls together to make it right. It makes a lot of sense. A mistake can and does affect the entire operation: moods, environment, outcomes, profitability. But in your relaxed spa environment this happens seamlessly — the customer doesn’t have to know you’ve been called over.

2. It is essential for you as spa manager to immediately have direct contact with the patron as soon as something goes wrong. Speak with your customer one on one. They will more likely to tell you what went wrong once the technician or staff member has stepped away. Empathize with your customer and apologize for the inconvenience. Doing this does not mean you are accepting blame, you are just letting them know you are sorry about how they feel. Most of the time, empathy and an apology diffuse anger and can help improve your patron’s emotional state.

3. Take responsibility to help make it better. Listen carefully to your patron. Something I find fascinating is that if we listen, people do tell us what it is they want. Do not assume they want money back, or free treatments. People’s values are quite diverse. Some patrons want only to be heard, or an apology or respect. Offer options and discuss possibilities for making it right. If nothing seems to appease them, ask them: “What do you think is a fair way to resolve this?”

4. Remember that a dissatisfied patron is often hurting. Most people don’t like to complain, indispose someone else or make a scene. They feel they’ve been let down, taken advantage of, disrespected or ignored. It is your job to not just make it better but to turn the entire interaction around so that you can exceed the spa customer’s expectations even in this difficult situation.

5. If it’s in your power, provide what the customer suggested as fair, plus (and this is where great spas shine) provide something more.

6. Assure the customer sincerely that you understand, that you are grateful for their feedback, and that you will take care of making things right for them.

7. If applicable, follow up the next day with a written apology and/or an update on what has been (or will be) done. This follow-up could include a “thank you for letting us know” handwritten note, a delivery of flowers, or another token of respect, good will and appreciation.

8. If a future no charge treatment is scheduled, make sure you are present when the spa customer arrives and at the beginning of their session with your staff member. Your presence is your statement that you take this seriously and are making sure it gets addressed satisfactorily. It tells your customer you are in charge and aware, plus it sets the tone for a comfortable, easy and positive interaction between the patron and the staff person (no hard feelings).

Being able to delight customers when things go wrong is remembered, gets talked about and can soon help position our spas among the best and greatest.

As spa industry professionals, I’m sure you have your own special touch for improving relationships with your patrons. Please leave a comment here so that we can all continue to dazzle, delight and deliver exquisite spa experiences to our customers.

ABOUT Adrilia V. Pedersen

Adrilia V. Pedersen is a professional trainer, speaker and consultant experienced in customer service, marketing and publishing. She has helped businesses in the U.S., Mexico and Canada to develop multicultural marketing initiatives, train and motivate personnel and succeed through shared values. She inspires people and companies to grow and unfold their highest potential. Her blog can be found at www.adriliavpedersen.com/blog

Ocean Edge Resort & Club on Cape Cod is answering guests’ S.O.S. (stop our stress) by offering 25% discount on all spa treatments throughout the month of April. Those who visit the Sense of Renewal spa treatment room can enjoy added savings while pampering themselves on the various 60-minute facials ($100) or 60-minute body wraps ($120).

In April, Mansion guestrooms start as low as $99 nightly midweek (Sunday through Thursday), and $125 on weekends (Friday through Saturday).

For further details please visit www.oceanedge.com or call (800) 343-6074.

The Spa at Marco Island, located at Marco Island Marriott Beach Resort in Marco Island, FL, is offering the Lost in Lavender spa package as a Stress Awareness Month special offer.

A natural antidepressant, lavender has been known to relieve headaches, calm mind and body, promote relaxation, and increase circulation. The Lost in Lavender package includes a 50-minute customized lavender massage, a 25-minute French Lavender butter scrub and a lavender-infused Short & Sweet Pedicure. The package is available for $245 (a savings of nearly 15%).

For reservations/information, please visit www.marcoislandmarriottspa.com or call (239) 642-2686.

The Spa at Doral, located at Miami’s Doral Golf Resort & Spa, a Marriot Resort, is offering the 50-minute Relax Swedish massage for $99, good for any day and any time of the week (a savings of up to 23%).

For those looking for a cost-effective alternative to plastic surgery, the Anti-Gravity Facelift utilizes ULTRA technology for a non-invasive facelift, regularly priced at $220 per session, is available for $185/session (a savings of over 15%).

For reservations/information, please visit www.doralresort.com or call (800) 71-DORAL (800-713-6725).

The Spa at Harbor Beach, located at Harbor Beach Marriott Resort & Spa in Fort Lauderdale is offering the De-Stress Back Treatment, a 25-minute moderate pressure massage that is designed to help relieve the everyday stress that builds up in key areas of the back, neck and shoulders.

Regularly priced at $85, the treatment is available throughout the month of April for $60 (a savings of nearly 30%).

For reservations/information, please visit www.marriottharborbeach.com or call (866) 3030-SPA (866-303-0772).

Hilton Arc de Triomphe makes it easy for travelers to relax and unwind with complimentary access to the Hydro Zone at the hotel’s Spa Mosaic for guests who stay in a Suite, Junior Suite or Executive room.

Guests staying at the Hilton enjoy their choice of three ways to unwind for free in the 4,305 square-foot facility – a hydro-tonic bath, steam room or sauna.

Access to Spa Mosaic’s Hydro Zone is valued at 50 Euros (about $63) per day. Nightly rates at the hotel start at 295 Euros ($373 U.S).

Just a few minutes walk to the Arc de Triomphe and the Champs Elysees, Hilton Arc de Triomphe Paris transports travelers to a world of relaxation in a deluxe Art Deco setting.

For reservations, call 1-800-HILTONS or visit www.hilton.com.

Horseshoe Bay Resort is helping the overburdened and burnt out forget their economy-induced worries with its value-added Spa Relaxation package.

The tension-tackling offer is priced nightly from $247 per person, based on double occupancy, and includes a $135 spa credit for each guest and breakfast at Lantana Grill.*

Guests who cannot make the trip in April can relax, as the escape is valid now through May 21, 2009. For reservations, please call 877.611.0112 or visit www.hsbresort.com