Susie's Spa Blog

Medical Tourism and Spas - Some Surprises

noreply@blogger.com (Susie Ellis) — Wed, 04 Nov 2009 11:13:00 +0000

Medical Tourism and Spas - Some Surprises
by Susie Ellis, SpaFinder Insider

Though I posted a lot of Tweets sharing what I was learning during the Medical Tourism Congress I attended in LA last week, when I returned home my sister asked me an interesting question. She wanted to know, "what surprised you?" It forced me to compare my perceptions before attending the Congress with my understanding afterward. Here then are some things that surprised me...

1. The medical tourism industry is younger than I thought. On the “s” curve where you look at an industry as developing from infancy, to childhood, to teen years of rapid growth, then maturity and eventually decline…well, it appears medical tourism is still in diapers.

2. One woman told me that many who attended the Congress last year weren’t here this year. She assumed they had either opted out of the field or their businesses didn’t make it. This jives with the speaker from Deloitte who explained that the latest medical tourism statistics show less medical travel this year than last year. He also mentioned that in emerging industries the first entrepreneurs don’t always make it. The second round of players often do much better.

3. Given the lackluster results from this year, I was very surprised that Deloitte is predicting an increase of 35% in medical tourism for the next three years!

4. There is quite a bit of stereotyping going on (not from the stage of course), but in many of my ‘offline’ conversations. All of this was a surprise to me because I had never considered that a country might have a medical tourism "personality." Here is a smattering of what I heard:

· The Korean medical tourism industry is all about medical and not at all about tourism. Their focus is on giving the world the impression that they are leaders in advanced medical care.

· The Filipino medical tourism industry is emphasizing health and wellness over complex medical operations. The Filipinos are caregivers and almost all speak English. They are very nurturing. The Philippines is developing into an ideal place where the medical traveler can include touring and a spa vacation.

· India is the most advanced country in terms of medical tourism. People go there for complex medical surgeries – and once a medical traveler is out of after-patient care, they want to head home. Forget tourism. The ambiance in India is more conducive to people from Asia and the Middle East – not so much for Americans.

· Brazilian medical tourism is primarily about aesthetics and the tall good-looking woman who I spoke with was a very good example of what everyone would like to look like when they come back.

· A gentleman from Malaysia told me that the medical doctors there are afraid of spas. They consider them unregulated establishments without enough expertise to handle medical patients. Therefore they do not want to mix spa and medicine.

5. I was surprised to learn that there is a whole segment of medical tourism that targets citizens of the U.S. who are from other countries. Many Asian-Americans, Mexican-Americans, and other nationalities increasingly combine a trip “home” with a medical procedure. Insurance companies are beginning to encourage this, as it saves them money.

6. I was surprised to learn that it is cheaper to get on an airplane, fly to Barcelona for an MRI, take a spa vacation and fly back – then it is to have the MRI in most places in the U.S. There will be a growing group of people who will opt to do medical tests in a foreign country because of the cost savings.

7. I was surprised to learn how important electronic portable record keeping is to galvanizing the medical tourism industry. In fact Bumrungrad, the famous hospital in Bangkok, has teamed up with Microsoft and is installing Health Vault.

8. We are starting to have employer-led growth of medical tourism.

9. Turkish Airlines uses empty seats for medical tourists giving the patient and their companion 25% off.

10. There is a dark side to medical tourism….things like organ trafficking and a very troubling story I heard from a medical doctor in attendance about the Chinese paying women to become pregnant who are then aborted at later stages and whose organs and/or stem cells are harvested to treat diseases.

Wow...we are entering a new frontier.

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Medical Tourism Congress in LA was Intriguing

noreply@blogger.com (Susie Ellis) — Sat, 31 Oct 2009 21:03:00 +0000

Medical Tourism Congress in LA was Intriguing
by Susie Ellis, SpaFinder Insider

Am sharing notes I took on Day One of the Medical Tourism & Global Health Congress in Los Angeles earlier this week. (The notes in red are some of my personal thoughts.)

Am here at the Hyatt Century City at the World Medical Tourism and Global Health Congress ready for the intro session called Medical Tourism 101. (Can't wait!) Dr. Jim McCormick is speaking and giving us a bit of an overview. One thing he emphasized, which I found interesting, is that it is more important to document than to have patients sign forms.

The session on Internet Marketing, Blogs, and Social Networking was next. It was so packed they had to repeat the entire session at another time to accommodate all who were interested. (This year every conference I have attended had a social media session and it was always the most popular.) 75 percent of Internet users research health decisions online. If you text "medical" to 78247 you can receive a copy of this presentation.

Medical Tourism is hot…and getting more competitive quickly. The most common procedure? Cosmetic dentistry. Second is weight-loss surgery. This doesn’t mean they are the greatest revenue-producers however they do more of these procedures than any other.

Now I am serving as an observer at the important Ministers Round Table Delegation. VIPs from various countries are sharing their medical tourism plans. David Morgan, from OECD (which includes 30 countries) reports that medical tourism is on their radar. They are working on clarifying definitional issues. Before the session began, he mentioned that he is interested in learning more about the spa and wellness arena. (Our industry needs to make itself known to him. Note to self...send him a link to the SRI report.)

The Minister from the Bahamas spoke. He emphasized that they are known for quiet, tranquility, and rest. Medical tourism is on their radar and they are planning to announce an initiative in early 2010.

The Cayman Islands rep spoke saying that financial services and tourism are their main industries. They plan to spend money from their tourism budget on MT in the future.

UAE spoke next. They mentioned a collaboration board formed with their Ministries of Health, Tourism, Economics, and Health Dept. He mentioned spas and medical spas as part of their vision. (My thought is…clearly the UAE folks have the most sophisticated medical tourism strategy of all the ones who have spoken so far.)

Barbados spoke. They are trumpeting peace, tranquility, and stability. George Washington visited his sick brother in Barbados before he was President. They have plans to be more involved in medical tourism. (Couldn't help but note that those from the Caribbean are lagging behind in medical tourism - but at least they were here.)

Cynthia Carrion, Under Secretary for Sports and Wellness spoke for the Philippines. They want to be the hub for health and wellness. (Interesting that they are not using the term medical tourism.) Major emphasis is on prevention. They have a large English-speaking population, friendly hospitality, and COMPASSIONATE care. They even have medical butlers who take care of the medical traveler and their companion. She introduced Dr. Samuel Bernal who is world-famous for his experience with stem cells (he doesn’t use embryonic stem cells). Dr. Bernal is the doctor I was so impressed with when I heard him speak in the Philippines. I invited him to the Global Spa Summit last year however he couldn’t make it. I invited him again this year when the Summit will be held in Istanbul – and he said yes and is putting it on his calendar! He believes strongly in the value of spas in medical tourism.

South Africa was next. They have a history in medical tourism, which has developed organically – not so much because of government involvement. Now with government involvement, it should accelerate. (Hmm, am beginning to see that medical tourism is of great interest to some ministries of tourism as they jump in to capture visitors for their countries.) Some countries have a strong history of leadership in the medical field - like South Africa where Dr. Chris Barnard did the first heart transplant - and other countries don't have a strong history but are trying to create strength in the medical arena going forward. (That probably won't be so easy to do.)

Korea gave a very impressive presentation. They have been organized at the government level for three years. They are actually promoting Korea Health Care as a brand! (Clever.) They are not so much about medical tourism as they are about global health care. They seem to really be in high gear marketing mode here. They talked a lot about creating safe environments. Korea has a special visa just for medical travelers. They also have a medical call center with five different languages. Korea claims to have the most advanced health care in Asia. 50,000 - 70,000 patients come yearly to Korea for their health care. Korea is a huge sponsor here at the Congress. They want to get the word out about their global health care leadership.

Mexico shared that they are #2 in size behind Tokyo which is #1. Mexico is #8 in terms of wealth, and has good culture, etc. They are in the beginning stages of developing their medical tourism strategy.

A woman speaking for Dubai was next. (I thought that hers was the most impressive and forward-thinking medical tourism strategy presented. Dubai seems way ahead of any country here!) Dubai started by providing free health care for all its residents. They did research and strengthened their primary, secondary, and tertiary care. Dubai even insures their tourists! And they include spas as part of their overall medical tourism strategy. Dubai has medical centers at their airports which they consider very important in facilitating their medical tourism industry. Dubai is organized with the city handling service delivery and the ministry of health working on the overall strategy and goals. Dubai emphasizes the importance of data collection and sharing a database. (Having great financial resources and a clear goal helps one get their act together.)

The next topic was about medical tourism “concerns.” The following were brought up by: health of citizens, organ trafficking, the need for more more data and research, and the need for improved standards internationally.

During the lunch break I garnered some more "unofficial" insights. The country ahead globally in terms of medical tourism is India. (Interesting that no one at this ministry meeting was from India.) The U.S. isn't represented here at the meeting either. Some feel that the U.S. is not on the ball when it comes to medical tourism. (Just another example, I suppose, of why the term health care crisis resonates with so many of us in the U.S.)

I spoke with the UAE and Dubai representatives. Very ahead in strategy. (Others tell me they need to catch up in terms of provider excellence.) Interesting that Dubai considers their spas as a very important part of their medical tourism strategy. They even mentioned to me that they are looking for more spas!

The head of Turkish medical tourism spoke. They have a history of thermal spas which are part of their medical tourism strategy. They see that spas are an opportunity as places where people spend time after surgery. The point is that after surgery, people can't safely travel (especially fly) yet.

Apparently Singapore is backing off from medical tourism now because it is has become so expensive there, that they are no longer competitive from a price point of view.

In sum, it was a great day here at the World Medical Tourism & Global Health Congress. Very international and eye-opening for me, and probably for most who attended. The industry though very new, seems to be brimming with opportunity.

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A Hotel General Manager who Understands Spa

noreply@blogger.com (Susie Ellis) — Tue, 20 Oct 2009 23:26:00 +0000

A Hotel General Manager who Understands Spa
by Susie Ellis
SpaFinder, Insider

Had a lovely lunch with Rudy Tauscher, GM of the Mandarin Oriental, NY and Denise Vitiello who is their spa director extraordinaire. What a privilege to sit at one of the best tables in all of New York City overlooking Central Park on a beautiful fall day talking about my favorite topic - what else? The spa industry.

Rudy is an unusual GM in that he really “gets” spa, and sees it as not only an integral part of the Mandarin Oriental brand but as an important part of the guest experience, thus giving it great visibility and priority. Denise is a very lucky spa director to have a GM with that much passion and understanding about spas. And I think Mandarin Oriental New York is lucky to have Denise as their spa director. She is genuinely passionate, smart, and extremely dedicated. How she does such a great job while juggling a very full life with a husband, two small babies at home, and a 2-hour commute to work each way is simply beyond my comprehension.

I asked Rudy, as I ask many GMs, when the last time was he enjoyed a spa treatment in the spa of his hotel? Many GM’s either can't remember or have to admit that they've never experienced a spa treatment in their spa. (I always think that's a bit like never having a meal in the restaurant of your hotel, which seems kind of crazy.) But I was thrilled to hear that Rudy has regular spa treatments and even had one booked for later in the week! Last week he was at the Mandarin Oriental in Hong Kong and had a spa treatment there. He said, and this was the voice of experience, not promotion, that it really makes a difference for him when he travels in terms of getting over jet lag.

But there was another part of our conversation that will linger in my memory (oh, maybe in addition to the amount of security officers swarming around the MO and the fact that Rudy’s meeting shortly after ours was with President Obama, who just happened to be arriving for a fundraiser at the hotel). What really made an impression on me was Rudy’s expressed concern for the emotional well-being of spa therapists in general.

Rudy is very aware that people go into a spa treatment carrying a lot of stress and negative energy with them. A good therapist works very hard to release that negative energy for the client, which is why most of the time a guest will walk out of a spa treatment lighter, happier, relaxed, and totally de-stressed. What has to be managed, however, is where all of the stress and negativity goes to make sure it is not transferred to the therapist. Easier said than done. In particular, here in New York, where the high pace and high-pressure way of life is par for the course, therapists truly have a challenge.

It really is an important issue for our entire industry. Our therapists are in many ways caregivers; they give a lot of themselves. They are somewhat like nurses or family members who take care of elderly loved ones. Serious thought needs to be given to taking care of the caregivers and to helping caregivers take care of themselves.

I hear this concern from therapists, aestheticians, and spa directors quite often. How refreshing to hear it initiated from one of the top GMs in the world.
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Calling All Spas to a Higher Level of Professionalism

noreply@blogger.com (Susie Ellis) — Wed, 14 Oct 2009 17:58:00 +0000

Calling All Spas to a Higher Level of Professionalism

By Susie Ellis, SpaFinder Insider

Houston, we have a problem. Within the past two weeks we have had these headlines:

“What Happened at the Weston MedSpa that Left Rohie Kah Brain Dead?” (Sept. 30)
(A woman in Florida went in for Carboxytherapy, a “medical service” that injects carbon dioxide into a patient to improve the appearance of cellulite or stretch marks.)

“2 die and 16 Are Sickened at Spa in Arizona” (Oct. 10)
(They were part of a group of about 48 people taking part in a sweat lodge ceremony at Angel Valley Retreat Center in Sedona.)

“Astoria Spa under fire over ‘fish pedicures” (Oct. 12)
(Astoria’s Ritz Nail and Spa in Astoria, Queens New York practiced a “fish pedicure,” where part of the exfoliation process involves fish nibbling on client's toes, which is considered by many to be unsanitary.)

Sadly the term “spa” is in each of these headlines. We can no longer argue the case that these facilities were mis-labeled. The term spa has become an umbrella term under which many businesses operate. Categories include: resorts and hotels with spas, new age retreats, med spas, mineral springs spas, beauty clinics, integrative wellness centers and others. The generally accepted definition of spa, as defined by the Global Spa Economy Report (now in wide release and available on the website), states that “spas are establishments that promote wellness through the provision of therapeutic and other professional services aimed at renewing the body, mind, and spirit.” This means that the three places mentioned above would likely consider themselves a spa. In the first case, a health retreat, in the second a med spa, and in the third a day spa.

Even those who have, for years, argued that a spa must have water therapies would not be able to distance themselves totally from the fish pedicure, which originated in a hot spring near Kangal, Turkey. The Garra Rufa fish were well-known there for their benefit in battling skin diseases.

Arguing about labels is not going to be fruitful. We must do much more.

While I have written about this in the past, I would like to emphasize it again: the spa industry must take itself more seriously. Not only should we consider what we do important in terms of contributing to people’s health, transformation, and the prevention of illness in general, but we must also require a higher standard of ourselves, our employees, and all places of business which use the spa label.

Our industry is making a great deal of headway in terms of prevention and providing valuable solutions to lifestyle issues through our emphasis on exercise, healthy nutrition, stress reduction, and education. Just this past month I attended Dr. Brent Bauer's (Mayo Clinic) presentation at the ISPA conference on prevention, health and spas; presented Dr. Andrew Weil the 2010 SpaFinder Visionary Award here in NYC for his role in embracing the value of spas for health and well-being; and secured Dr. Ken Pelletier, author of dozens of books including New Medicine as a participant and speaker for the upcoming 2010 Global Spa Summit in May.

No doubt negative headlines sadden us all. And just like hospitals, corporations, government agencies, and the like, which occasionally get bad publicity because of mistakes, poor judgment or worse, we must do everything we can to minimize and ideally eliminate negatives associated with spas. Here are a few things I think we could do in response:

1. Headline science and not sensationalism. We should quit feeding the media stories like massages with snakes, pedicures with fish, or massage oils with diamonds (which even I have written about). Drop the tarot cards and astrology readings. Embrace the many evidenced based modalities that have been shown to produce real benefit (massage, exercise, good nutrition, breath work, meditation, body scrubs, etc).

We should produce a work titled something like, “Spa Treatments: The Science” and give it to every spa professional around the world and make it available to the media and consumers. It should catalog scientific studies which support the spa treatments we advocate in our spas.

2. Insist on transparency. We should encourage consumer input, industry feedback and make good use of shopping services - or establish our own. We must be transparent in our dealings and communications and insist on transparency from others.

3. Adhere strictly to regulations. We should confront and report those who are attempting shortcuts. We need to make certain that we are fully licensed in every aspect and even go beyond the minimums in many cases. That includes licensing for medical spas, licensing for massage therapists and aestheticians, enforcing rules on sanitation, how long you sterilize manicure tools, etc. We must commit to adhering to regulations in full and not be afraid if additional requirements are added.

Finally, I think it is important that every spa and every company in our industry does its part. Some initiatives that are helpful include ISPA's code of conduct to which spas voluntarily submit, SpaQuality and other organizations who check standards, provide education, assessment, and certification programs, articles in industry spa magazines which showcase best practices, the Green Spa Network's effort to promote sustainability, and many more.

A few examples from SpaFinder:
a) We added and encourage consumer spa reviews to give the consumer a voice in identifying issues that need to be addressed (and we allow the spa manager to respon.d)
b) We do not allow tanning beds to be marketed on Spafinder.com
c) We take spas off of our site when we see a pattern of complaints
d) We try to educate the industry on such things as the impropriety of writing fake reviews
e) We are currently taking extra steps to check out the medical spas listed on our site to make sure they are licensed and give more information about the doctor's licensing to the consumer

There are more initiatives in the works however after the recent flurry of unfortunate headlines, I think it would be great if we all step-it-up-a-notch. I hope many will join us.

Please do share your thoughts.
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Lance Armstrong Gets 200 Massages a Year: Spas are Important

noreply@blogger.com (Susie Ellis) — Fri, 09 Oct 2009 21:12:00 +0000

Lance Armstrong Gets 200 Massages a Year : Spas are Important
By Susie Ellis, SpaFinder Insider

Lance Armstrong gets 200 massages a year! That – and the reason he even mentioned this – was one of the “pearls of wisdom” I gleaned from yesterday’s closing session at what turned out to be a very good ISPA Conference in Austin, Texas.

It was around 11:00 a.m. and Deborah Szekely walked onto the stage to give some background information regarding the ISPA Alex Szekely Humanitarian Award, which is named in honor of her son (a past leader of ISPA) who passed away from melanoma cancer in 2002. As always she was eloquent, and this time, had a bit of a surprise for the audience. She came across a letter that Alex had written to Lance Armstrong during his bout with cancer. He expressed how inspiring Lance’s book had been to him and that he had even purchased 100 copies to give to all his friends and family. Thus Deborah read Alex’s words from that letter to introduce this year’s award recipient. It was all very moving.

Lance Armstrong (38 years old) came out from behind the stage curtain receiving a great deal of applause. He was wearing blue jeans, a tight blue t-shirt and sneakers with yellow soles that matched the yellow “Live Strong” bracelet he was wearing on the tanned right arm of his very toned body. It would be an understatement to say that the entire audience fell in love immediately. (And yes, I do mean men and women!)

He spent the next 30 – 45 minutes talking about his bout with cancer, winning the Tour de France seven times, his family and the work he is doing now raising funds for his foundation. He also answered some questions from the audience.

Filtering Lance’s remarks through my spa and wellness lens, here are some things that stood out to me:

Lance Armstrong addressed Deborah as Ms. Szekely and began his remarks saying that while watching her introduction on a monitor backstage his reaction was, wow, this woman should continue speaking!
In brief, his cancer began with a major headache (that later showed to be as a result of lesions on his brain), spitting up blood (that later turned out to be a result of golf ball size cancer in his lungs), and swelling in his testicles (that later turned out to be testicular cancer).
When he was first approached with the idea of a “Live Strong” yellow bracelet, he didn’t think it was such a great idea feeling that few people would want to wear it.
Today, 70 million “Live Strong” wrist bands have been sold ($1.00) which means $70 million has been raised for cancer research.
He has four children - the oldest is a boy, followed by twin girls, and a six-month-old baby.
He has won the Tour de France seven times and came in third in last year's race. He mentioned that it was good for his kids to see their dad not win the top prize.
Lance acknowledged that his yellow wrist bands are made in China and that he has gotten some criticism for that in the past. However, he isn’t apologizing any longer since he met with the Dalai Lama and noticed he was wearing an orange wrist band with the word “Compassion” on it. Curious to know where he had them made, Lance surreptitiously turned it over to see that it too was made in China! (That got huge laughs!)
In answer to a question about heart rate levels during training, he mentioned that they no longer monitor heart rates at all. Now it is all about power – thus they measure watts.
Another thing they are beginning to use for training is compression boots.
He has a great relationship with his mother, and although he is not currently married, he is in a committed relationship.
He is all about prevention and thinks physical education should be put back in schools. (That’s where he formed his interest in competitive athletics.)
He does not always eat healthfully and faces the same temptations that everyone does. Chips, salsa, etc. Like most of us, he needs to talk to himself about getting back on track with his training.

And finally the most memorable moment for me was his reaction to the question: How can spas make their establishments more physically appealing to men?

His face basically said, "Why is that a problem? And anyway, who cares?" He went on to say that he gets 200 massages a year and how important massage is to improve performance. It was as if he was saying that the decor of a place wouldn't even factor in to his decision on where to have a massage. It's all about the massage.

Hey spa industry…we’ve come a long way!
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Three Gazillionaires Share Wisdom With ISPA Audience

noreply@blogger.com (Susie Ellis) — Thu, 08 Oct 2009 13:49:00 +0000

Three Gazillionaires Share Wisdom with ISPA Audience
By Susie Ellis, SpaFinder Insider

Am in Austin, Texas, at the annual International Spa Association (ISPA) event. While there are fewer attendees this year, the mood is very congenial and people seem to be enjoying a more intimate setting.

This year there are two especially outstanding sessions. Along with Lance Armstrong, who will be speaking later this morning, yesterday’s afternoon general session was inspiring and included a lot of laughs. Titled “The Power Panel, Trends, Marketing and Branding,” it included:

1. Guy Kawasaki, previous Apple big-wig and current venture capitalist
2. Tony Hsieh, CEO of Zappos, which was just bought by Amazon for 1 Billion!
3. Jeremy Gutsche, founder of www.trendhunter.com, known for being “at the forefront of cool”

I took some notes as the guys bounced ideas back-and-forth and answered questions submitted prior to the session and am sharing some of the tidbits I found particularly interesting. Comments in italics are my added thoughts.

What would a spa look like that was created by your brand?

Zappo Spa:
Something that would really serve the consumer. Perhaps helping simplify their life in some way. For example, get a massage while your car is being detailed.

Trendhunter Spa:
Something unique. What makes something so interesting that it spreads like crazy, both online and offline. Something where people say, “I have to tell someone about this!” For example, take your pet to the spa with you and each get services.

Apple Spa:
Combine some things. Maybe a pedicure and Twitter and call it TwaSpa. Or Twitter and tanning and call it Twans. Or Twitter and sauna and call it Twauna.

Discussion about brands, marketing, books.

Sometimes you need to create your own new category. For example, instead of a regular circus or even an “advanced” circus, we got Cirque de Soleil. Imagine your offering in a new way.
“Nobodies are the new somebodies.”
Recommended Books: How Brands Become Icons: The Principles of Cultural Branding by Holt (Think Harley Davidson); Peak by Chip Conley; Tribal Leadership by Dave Logan, John King, and Halee Fischer-Wright
Don’t speak to the consumer, speak with them. For example, the campaign for anti-littering in Texas found that young men who drove trucks and had a very macho self-image littered the most. Instead of traditionally addressing those who litter, the advertisement that worked had the line “Don’t Mess with Texas.”
Try talking with your audience in their language.
Endeavor to embrace a set of emotions that move people toward the positive or away from the negative. Ask yourself, what emotions do you want to own?
Think on three levels (from Chip Conley, who owns a unique hotel chain)

Basic Level: Give them a bed, safety, etc.
Second Level: Give good customer service
Third Level: Give that extra feeling (leave my hotel and you will feel like a rock
star, or an Olympian, etc)

Be careful about how you define yourself. For example, Zappos isn’t about shoes. It is about customer service.

My thoughts:

Perhaps spas aren’t just about massages and facials. They are about relaxation, or about touching people’s lives, or possibly about transformation.
If spas are about helping people relax, that’s probably why the idea of a bar with spa treatments, where you have a sense of community, resonates with people. This reminds me of “The Chill House” concept presented by the students at the Global Spa Summit 2009.

Question: Should our industry be using the term luxury in our spas and in our advertising and communications today?

“Trying to hide the word luxury makes you look more guilty.”
If you position spa as “luxury,” then people will do it less often. It is wise to move in the direction of making spas more of a necessity.
For now, see what people are saying about you on Twitter. While it gives you some good feedback, you also have to develop thicker skin because there will be some blistering criticism. Don’t pay too much attention to major critics or let them get you down.
In a period of financial turbulence, some companies make their move. During the depression Kellog’s doubled their advertising budget and became the market leader, and remain so today.

Question: How can you predict the next big thing?

Although it's impossible to have a formula for doing so, think about making a list of things “that will never work.” Some ideas on that list might be contenders.

Misc. thoughts:

A suggestion: On Twitter, post “In one hour ABC spa has an opening for a free manicure.” or "A 50% massage at XYZ. "
Think about giving something away for free every day. Or give something away for free, if you know a code.
At Zappos they have an intense training program and after people complete the program, they are offered $2,000 to not work at Zappos. This way they weed out the people who aren’t really passionate about Zappos. About 3% take the money.
Zappos isn’t about shoes. It is about customer service. Therefore he can foresee a Zappos Airline (with the best customer service), or a Zappos Car Dealership (cool customer service). Similar to the way Virgin developed as a brand.

Question: Looking back, what would you do differently?

Zappos: I should have established core values with my company sooner. That way I could have hired and fired on the basis of whether or not people are living up to those values. If employees understand your core values, then they can make better decisions. There is a difference between managing and leading. To be a better leader, train people regarding your core values, so you can rely on them to make wise decisions.
Example: Someone suggested to the head of Southwest that they should offer fresh salads on board. The head of Southwest just said these three words: “Low Cost Airline.” That pretty much answered the question about whether this was a good idea.
Luck is about being open to new ideas.

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Spa Sweep in Paris

noreply@blogger.com (Susie Ellis) — Wed, 30 Sep 2009 21:23:00 +0000

Spa Sweep in Paris
By Susie Ellis, SpaFinder Insider

On my brief visit to Paris for the Beyond Beauty Spa Event, I took a day or so to visit a few spas. The last time I was in Paris was 18 years ago when my twin sister, Katrine, and I went to Paris to participate in a cooking school at the Ritz Paris, École Ritz Escoffier. (To this day our husbands remind us that it was the biggest waste of money as they have never seen any improvement in our cooking.) Tee hee… Katrine and I had a lot of fun and while we may not have learned to make a good Coq au Vin, we did improve our shopping skills!

Fast forward to 2009…..the Paris spa scene has greatly improved! (SpaFinder alone has more than 25 partner spas in Paris!) On my whirlwind tour, I visited six spas in 1 ½ days and had treatments at two. Here is my quick summary:

OVERALL: The French have been leaders in thalassotherapy spas, beauty products, and skin care. They have been late to the more modern spa-scene and just recently took up using the term ‘spa.’ Nevertheless, they are now catching up and in true French fashion (pun intended), French spas are excelling in terms of exquisite design. Many have swimming pools that seem to get “center stage” – whether at the Ritz Hotel Paris, Villa Thalgo Paris Trocadéro, Four Seasons Hotel George V Paris or L'Espace Payot Paris – likely because space is at a premium and using it for a pool is, well, expensive.

1. Opening Party at the new Villa Thalgo Paris Trocadéro
Highs: Impressive, large and tastefully designed space. Complete spa feel with hydrotherapy, color therapy, etc. Lovely swimming pool with glass wall for viewing. Having synchronized swimmers dressed in sequined outfits perform periodically during their opening cocktail party was a real hit. Has a point of view - Thalgo products are known for marine and plant origin so the water theme is well executed.
Lows: Seems pricey but possibly worth it. I didn’t have a chance to have a treatment. Shi Shi area of town so unlikely to be a problem.

2. Facial at the Spa at Four Seasons George V
Highs: Spa director is a jewel. Verena Fox Lavisgne has a lovely demeanor. Her warm, embracing hospitality is a model for all spa personnel. She even arranged for a shampoo/blow dry after my facial assuming I would need it. (The celebrity-like stylist had the most amazing shampoo chair.) At this spa, I forgot all about health and wellness – who cares – this was pampering at its best and it was doing me good!
Lows: Having to leave.

3. Aromatherapy Massage at JOЇYA Day Spa
Highs: Owner, Julia Lemigova, a beautiful former model from Russia, who I met at the Beyond Beauty Show has a great story and a cool new skin care line she recently launched named Russie Blanche (White Russian). It’s a media magnet. Spa services were very reasonably priced!
Lows: Spa is very small and I had to change in the tiny massage room which is very tight. Bathrooms upstairs and treatments were downstairs. My therapist couldn’t speak English so was a bit hard to communicate re issues.

4. Quick tour of L'Espace Payot Paris
Highs: Great location at the heart of the Paris Golden Triangle. Good facilities and very welcoming for both men and women. Fantastic pool. Well known popular Payot products. Liked the healthy juice bar.
Lows: A bit more of a 'club' feel - can be a high or a low actually.

5. Christian Dior Institut at Hôtel Plaza Athénée
Highs: Impressive décor. Loved the very large video of the latest Dior fashion show viewed from everywhere including the relaxation lounge, which had windows through to the stunning entry.
Lows: Didn’t feel warm-fuzzies from the staff. Perhaps an off day for them?

6. Strut through Hotel Costes Spa with colleague and friend Anni Hood
Highs: Reflects the “cool vibe” of their stylish designer hotel and chic bar and restaurant. The spa is sexy, even brothel-like. A “scene and be seen” type of crowd with sensual décor as a backdrop.
Lows: In basement, low ceilings, quaint and tight. Major attitude; although in this setting, I would expect nothing less!
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Report re European Spa Summit at Beyond Beauty Expo in Paris

noreply@blogger.com (Susie Ellis) — Mon, 21 Sep 2009 01:49:00 +0000

Report re European Spa Summit at Beyond Beauty Expo in Paris
by Susie Ellis, SpaFinder Insider

It's always a treat to be able to attend a spa conference outside of the U.S. There are fresh viewpoints, new spas to discover, and emerging trends to observe. There's just nothing like being present to witness actual dialogue and the exchange of ideas - sometimes quite different than my own.

One example is the French woman who dominated the microphone during question and answer periods and minced no words in voicing her opinion that the French have led the spa industry for centuries and don't need to be taught anything from foreigners. Another example is the gentleman from Austria who was embarassed by, and felt strongly that the number one problem for the European spa industry is the lack of gracious hospitality. Interesting perspectives.

There were approximately 20 presentations and 30 speakers. Here are a few tidbits, which resonated with me:

1. Marion Schneider, from Toskana World in Germany, spoke about the importance of teaching your staff English - or at least enough English so that they are comfortable conversing with guests. As she so clearly said...."if you don't teach your staff English, they will hide." I had never really thought of it that way, however I think she makes a good point. The language barrier isn't just an issue when it comes to not being able to understand the guest's needs, but it is a further impediment because the therapist feels intimidated and therefore is shy about interacting with guests at all.

2. Kevin Turnbull, from SpaFinder EMEA in the UK, used Bill Clinton's successful campaign slogan as a reference point - he suggested that instead of the line, “It’s the economy stupid,” our industry adopt the line “It’s the customer stupid.” We do have a tendency to spend a lot of time discussing industry issues, when in fact we should be paying more attention to the consumer and their likes and dislikes. Kevin also made a good point that when it comes to the European spa industry, "we are going from wellness to wellness." The roots are wellness, and we are back there again.

3. Raoul Sudre, from Aspen Spa Management in Florida, gave several talks. My favorite one was his presentaiton on spa trends (of course). Raoul has been in the spa industry 50 years and I respect his perspective on trends as a result!

It isn't just about the amount of time he has been in the spa arena (half a century!)...after all there are many others who have been in the spa industry that long: Deborah Szekely (Rancho La Puerta and Golden Door), Enid and Mel Zuckerman (Canyon Ranch), Sheila Cluff (The Oaks), and Dorthy Purdue (Champneys) come to mind. However, Raoul has a broader global view because unlike the others mentioned here, he did not focus primarily on one or two properties during his career. Rather, Raoul traveled all over the world for decades and has consulted and developed spas in more countries than probably anyone else.

A few trends he predicts:

Greater customization
No more locker rooms
Adjusting spa design as people become more claustrophobic.
Change in terminology....i.e. the word spa will always have something else attached to it. Examples: Yoga Spa, Sexual Health Spa, Boot Camp Spa, Medical Wellness Spa, etc.
Energy medicine
Spa and fitness separating (I disagree with him on this one)
Spa packages are coming back "in" - but now they are packages including hydro and thermal treatments rather than facials and massage and such.

4. Christopher Norton, GM of Four Seasons George V in Paris, and his spa manager Verena Fox, gave a memorable presentation about their spa's continued increase in revenue despite the challenging economic climate. They were very transparent with their numbers - which everyone appreciated. (Even the French woman who had been dominating the Q & A had something positive to say about their presentation!) Here is a recap of their yearly revenue in Euros:

2007-1.9 service, 258,000 retail, 5.6% profit

2008 2.2 service, 414,000 retail, 18% profit

2009 (year-to-date): on track to beat both service and retail and currently showing 19% profit!

Then the very astute Verena shared some secrets of how she made this magic happen: more sales training, more up-sell training, more day guests, inviting journalists for free treatments, offering free makeup sessions for clientele, encouraging men as guests (because they spend more money than women) and.....(this was a new one for me) training on how to wrap packages!
Oui, oui, ou la la!

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Dr. Andrew Weil and Spas: SpaFinder Visionary Award Winner

noreply@blogger.com (Susie Ellis) — Fri, 11 Sep 2009 15:46:00 +0000

Dr. Andrew Weil and Spas: SpaFinder Visionary Award Winner

by Susie Ellis

SpaFinder Insider

A couple of nights ago it was our privilege to hand Dr. Andrew Weil SpaFinder’s 2009 Visionary Award. Our Visionary Award goes to one person each year who has made a huge contribution to the field of spa and wellness. (Previous recipients include Dr. Deepak Chopra, Dr. Howard Murad, Mel and Enid Zuckerman, Dr. Bruce Katz, Dr. Stephen, and Lyn Krant and last year’s recipient, Deborah Szekely.)

Simmone, Dulcy, and I gave Dr. Weil his award (see the great photo of the two of them with Dr. Weil and the not-so-great photo of Dr. Weil and me) for his tireless efforts to bridge the worlds of medicine and spa, and his prediction decades ago, that the hospital of the future would look more like a spa. Dr. Weil's background includes being a Harvard Medical School-trained doctor, becoming a pioneer in integrative medicine, writing 12 books (mostly best sellers) and working with spas - notably Canyon Ranch and now Miraval.

And …talk about timing.

Dr. Weil (who has a way of simplifying things into understandable nuggets) spoke to the 92nd Street Y audience here in New York City and introduced his new book, “Why Our Health Matters….a Vision of Medicine that can Transform Our Future.” Given that the U.S. is on the eve of health care reform and other countries are also struggling with how to contain their health care costs, I think it was fascinating to hear what Dr. Weil had to say in that regard – and what all this means for the spa and wellness industry. Last night Dr. Weil was on Larry King Live. Check out the link to hear the actual 18-minute segment.

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Spas and Recession

noreply@blogger.com (Susie Ellis) — Tue, 08 Sep 2009 13:55:00 +0000

Spas and Recession

by Susie Ellis

SpaFinder Insider

This morning I read the sad news that Spa Sydell, with six locations in Atlanta, is filing for Chapter 11 bankruptcy. They have been in business for 25 years. This is just one week after I learned that Iatria spa in North Carolina is closing its three locations and filing Chapter 7. They started their business 10 years ago.

Heartbreaking - yet not particularly surprising given the current economic climate. In fact, I am sure that we will be seeing more spas closing. Frankly, I am surprised that we haven't seen more already. I think it speaks to the fact that these businesses likely did everything they could to try and weather the recession, but at some point they had to pull the plug.

While I know there are many people who will participate in these losses - the landlords because the spas can’t pay their rent, lenders who lent money in good faith, product companies who won’t get paid, as well as some consumers who hold their unused gift certificates - I think it is likely that those who will suffer the most are the proprietors of those businesses. They will probably lose everything personally and professionally and have to start over.

What I don’t think many people understand is how difficult it is to run a day spa business – in the U.S. especially – because the profit margins are razor thin due to high labor costs.

Most people who own and run day spas do so because they are passionate about spas. Often, these owners are care givers themselves who love nurturing their clients, and sometimes business skills are secondary.

In addition, expansion is always a slippery slope; running one spa isn’t easy but managing multiple spas doesn't usually result in economies of scale -in fact, it often makes operations more difficult because the owner can't be in all locations at the same time.

Industry numbers show that many day spas are barely profitable, some only seeing 5% - 10% profit in a good year and much less than that during negative business climates. It is truly a labor of love for many.

I thought I would share some of what I have learned over the years about the day spa business and invite you to share your thoughts and knowledge as well. Perhaps together - both consumers and spa industry professionals - we can better understand what is happening, and in some small way make the transition that much easier for those affected.

Day spas have the smallest profit margins of all spas and so are more vulnerable to a downturn in the economy than are hotel, resort or medical spas.
Labor costs are the main culprit. Most spas find that they need to pay more than 50% of their revenue in labor costs.
In my opinion one change that would take costs down is for the entire industry to adopt the European model where all staff are "dually licensed" - that means the therapist can do both massages and facials. The result is much more flexibility in scheduling, more career opportunities for staff, and ultimately lower costs for the spa.
Summer is a slow season for spa-going so businesses struggling will have a hard time making it through. Usually business picks up in the fall.
Another challenge facing day spas this year is that resort and hotel spas have become more aggressive in building their local clientele thus increasing competition.
When a spa closes, other spas sometimes offer to accept outstanding gift certificates from the spa closing in an effort to help the industry through the transition and of course to hopefully gain a new client. When this happens, it is a great plus.
Allowing outstanding gift certificates to be used to purchase product at the spa closing is one way to satisfy some of the customers.
During a tough economy, consumers would be wise to be careful about purchasing series of treatments where you pay up front (six massages for $500) or gift certificates in large amounts ($1,000, etc.). Purchasing a smaller denomination gift certificate ($100 or so) which the recipient is likely to use soon is less risky.
While spas are not "recession-proof" they have done better than many other businesses because one driver that increases demand is stress - and people are more stressed than ever.
This is a good time to discourage additional spa openings. (Unless you are in one of the few areas where there is vibrant growth - Brazil for example.)

It is my hope that our industry will do better than most in navigating through this…and at the end we will all be strengthened by the challenges. We may, in fact, end up with some helpful adaptations!
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Spas, Wellness and Medical Tourism...Observations from a Medical Student in Europe

noreply@blogger.com (Susie Ellis) — Sun, 30 Aug 2009 18:37:00 +0000

Spas, Wellness and Medical Tourism...Observations from a Medical Student in Europe
by Susie Ellis
SpaFinder Insider

My niece from Germany (yes….the third niece this summer) is visiting at the moment and we had a very interesting discussion last evening. Charlotte is a medical student in Germany who will be graduating next year before starting her residency. She plans to specialize in either radiology or neurology.

I decided to find out what her take was on such things as the words "spa," "wellness" and "medical tourism" - all terms and concepts I read about, think about and most recently am writing about. I thought it might be interesting to conduct a sort of one-person-focus-group with someone from another country who I have never spoken with about these subjects. Since Charlotte is immersed in the medical field and grew up around the medical community because her father was a pediatrician, I thought her insights might be interesting.

So here are my questions, her answers and a few thoughts about those answers:

Q What do you think of when you hear the word “spa?”
A I am not totally sure because I have never been to a spa, but to me a spa is a place where you go to have massages, get beauty treatments, and most of all relax.

Q What do you think of when you hear the word “wellness?”
A We use the term wellness all the time in Germany, but I think it is an American word. When I think of wellness I think of pursuing health – maybe through exercise, massages, eating well, and such.

Q What do you think is the difference between “spa” and “wellness?”
A Hmmm….I don’t really know. I don’t think I can answer that. They seem quite similar.

Q What do you think of when you hear the word “medical tourism?”
A I don’t think I have ever heard the term "medical tourism" before. But I guess that isn’t surprising because it seems like everything in America comes to Europe years later. If I were to guess, I would probably say that “medical tourism” might be people experiencing medical treatments that are from different countries when they go to their doctor.

Well, I found her responses quite interesting. As our conversation turned into a discussion, here are some conclusions I came away with:

1. Re “Spa” and “Wellness”
We ended up agreeing that generally spas are places where people pursue health, and wellness is the thing they are pursuing and sometimes it will include some diagnostics. Also, what she confirmed (something I have often suspected) is that the term “spa” has a bit of an elitist connotation in Germany (and possibly in other places in Europe). She feels the term “spa” equates with “expensive” and “for the wealthy.” That might be one reason the term “wellness” has entered our vocabularies. It is a more inclusive way to say spa.

2. Re “Medical Tourism”
While her definition of medical tourism was different than the generally accepted definition I shared with her (traveling across international borders to obtain health care), she did find the concept intriguing. We realized that because her country’s health care system provides all medical care for its citizens, the idea of going outside of Germany for health care procedures is completely foreign to her. She felt that the only time she could imagine someone from Germany leaving the country for a medical procedure is if they are on a waiting list and don’t want to wait that long.

And finally…a few thoughts about Charlotte herself. I was pleased that she asked me to share with her the two papers I am writing about spas and medical tourism when I have them completed. It may mean our conversation on these topics will continue into the future. Secondly, I learned that my niece is a pretty smart cookie….having made an early request for residency placement two years from now, she snagged one of the few spots in a top hospital in Switzerland near Zermatt between November and March. Did I mention she is terrific skier?
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Dazzling New Resort & Spa - Yet, A Bit of a Secret

noreply@blogger.com (Susie Ellis) — Mon, 24 Aug 2009 20:25:00 +0000

Dazzling New Resort & Spa - Yet, A Bit of a Secret

By Susie Ellis

SpaFinder Insider

Even if I am not scouring papers and magazines 24/7, I do not live under a rock. In fact I usually feel pretty "in the loop" when it comes to new hotel and spa happenings. So it came as a real surprise to me that I was so blown away by the new Resort at Pelican Hill Resort - a Leading Hotels of the World - which I toured in Newport Beach, California a few days ago.

The resort is like an Italian seaside village of large bungalows and villas, gorgeous swimming pools (one is the largest circular pool in the world), two Tom Fazio golf courses, a lovely spa, five excellent restaurants, etc. All the rooms, every hole on the golf course and almost all their facilities overlooks the Pacific Ocean! It's like vacationing on the coast of Italy and yet very near both LA and San Diego.

Could I have missed reading about this resort's opening event? Did no spectacular photography catch my eye? Didn't anyone write about how this is going to trump Pebble Beach or that it is the ultimate "staycation" especially for the southern California! Or that it will likely become world renowned?

I was really perplexed.

Digging a bit further I noticed a few things which might have contributed to the "under the radar" debut for such a striking property. First, they opened in Nov, 2008 - at the very time the US economy was plunging off the cliff and people were otherwise distracted. Also the AIG debacle had just happened right up the road from them at the St. Regis Monarch Beach (now in bankruptcy) creating a lot of negative news. Also, they seemed to have opened in stages....the golf courses at one point, the restaurants at another, the rooms at yet a third point. (That makes it difficult to plan the big "ta da!")

In addition, the photography I could find showing the property didn't seem to do it justice. Other than this golf course photograph (here on the right) which I think captures the magic of the place, the other photos seemed lackluster - many which seemed to have been taken on days with coastal fog. A quick look at their web site's press section tells me also that up until this summer the media coverage hasn't been as stellar as I would normally expect.

I hope that will change.

For now, the best advice I can give is for people to visit the website http://www.pelicanhill.com/ or, better yet, book a stay at the property. As for the resort itself, I hope they might be able to plan an opening "do-over" sometime in the future that would announce their presence on the world stage in a grander way. More along the lines of bringing in Tiger Woods and Andrea Bocelli for a philanthropic evening....now that should get some attention and paint a better and more accurate picture of the masterpiece that sits here.

Flying Will Never be the Same - Spas to the Rescue

noreply@blogger.com (Susie Ellis) — Sat, 22 Aug 2009 03:52:00 +0000

Flying will Never be the Same - Spas to the Rescue

by Susie Ellis

SpaFinder Insider

As I was boarding my American Airlines flight from New York to San Francisco there was a young woman handing out free Internet cards to anyone who wanted one. I immediately realized that this must be one of those flights where you can connect to the Internet while in flight. I knew that some airlines on some routes were now offering this, however this was the first time I would actually have a chance to test it out.

And so I did. The card gave me a promotion code which allowed me to save the $12 fee that they would normally charge me to be connected to the Internet for the entire length of the flight. A fair price I thought.

To my surprise, it was extremely easy to connect to the Internet and the connection was fantastic the entire time, even during turbulence. I was in email heaven. 5 1/2 hours of uninterrupted time to send and receive emails. No phone calls, no co-workers stopping by to ask questions - I really got a lot done.

The only downside was that my eyes became extremely dry. I learned from my eye doctor many years ago that when we work on the computer, we don't blink as often and so our eyes can become irritated and red. Since it is very dry on airplanes, the not blinking as often can cause even more problems.

So my time to read and relax on planes is probably over. That's sad. However the option to work via Internet is really exciting. My husband is already upset since airline trips were the one place he felt that he didn't have to compete with my Blackberry.

But there is another change I noticed during this flight. That change had to do with what people (who weren't on the Internet) were doing. It seemed like almost everyone around me was reading on a Kindle. (shown here on the left) And that's when it hit me.....these developments are going to accelerate and become an even greater negative for the print industry. We all know that print media is struggling because of the Internet's increasing dominance, yet the one bright spot that many had pointed out to me was that people still loved buying magazines at airports to read during flights. Well, I imagine that's going to change.

With Internet service on flights and Kindles which give you access to books, newspapers and magazines, a new era is being ushered in. On the one hand it is sad to see these changes, on the other hand the technology has given us more options and more convenience.

What it does say to me, however, is that spas are becoming more important than ever as people's stress levels continue to escalate. The spa is still a sanctuary where we can de-stress and rejuvenate.

Let's just hope that no one figures out how to get the Internet or Kindles into the massage room.

SpaFinder's Ice Cream Social Networking Social Really Connected with Our Spa Friends

noreply@blogger.com (Susie Ellis) — Thu, 20 Aug 2009 17:41:00 +0000

SpaFinder's Ice Cream Social Networking Social Really Connected with Our Spa Friendsby Susie Ellis, SpaFinder Insider

I love it when events really work. And last night's Ice Cream Social Networking Social here at the SpaFinder offices was one of those that I think hit the right tone. We always host a get-together the night before ISPA's New York media event, since so many from the spa industry are in town.

Each year we do something different to keep things fresh and focused on what's cutting edge. This year we felt that social media was a big part of the buzz and also that everyone was ready for a bit of lighthearted fun. So we put the two together and did an Ice Cream Social with social networking component. Our guests had the opportunity to have a quick personal intro to Facebook, Twitter, YouTube and SpaBooker. Some people signed up and sent their first tweet, others had fun viewing themselves on YouTube since we took a quick video of them with a FlipVideo when they entered the party, etc.

There were chocolate martinis, ice cream cones, M&M's... well, you get the picture. And yes, there were a few healthy choices if you wanted to stick with carob covered pretzels and fresh strawberry popsicles. (I did not.)

What I learned from the evening (other than it was fun to mix the socials) is that everyone is either talking about social media, experimenting with certain sites, or trying to get a balance between being overwhelmed and sitting on the sidelines. Seems like finding time to learn and keep up a social media site is a shared challenge for all of us, and no one out there (and I do mean no one anywhere) is really an expert all the way around. Learning from each other is probably the way to go - and with a chocolate martini in hand, well, it's a little less frustrating and a bit more fun.

Expert's Favorite Spa in SpaFinder's List of "Top 10 Sexiest Spas for 2009"

noreply@blogger.com (Susie Ellis) — Mon, 17 Aug 2009 15:40:00 +0000

Expert's Favorite Spa in SpaFinder's List of "Top 10 Sexiest Spas for 2009"
by Susie Ellis
SpaFinder Insider

In my last post I shared with you our list of the Top 10 Sexiest Spas for 2009 (voted on by spa editors and experts around the world). Although I gave you the list of ten in no particular order, there was one spa which garnered the most votes from the editors and experts. And I promised to let you know which spa that was - so hear once again is the list of ten:

The Dolder Grand Hotel in Zurich, Switzerland

Bikini Bootcamp at the Amansala in Tulum, Mexico

Como Shambhala Retreat in Bali, Indonesia

Encore at Wynn, Las Vegas

Four Seasons Hotel in Istanbul at the Bosphorus

Winvian Spa, Connecticut

Vinotherapie Spas by Caudalie in France, Spain and New York City at The Plaza

Chi ‘The Spa at Shangri-La’ in the Shangri-La Hotel in Bangkok, Thailand

Six Senses Spa at Soneva Gili in Maldive Islands

Aqua Spa at Sanderson, London, UK

Drumroll please.......the spa that seems to be the "sexiest of all" ... Dolder Grand in Switzerland!

Top 10 Sexiest Spas

noreply@blogger.com (Susie Ellis) — Thu, 13 Aug 2009 18:24:00 +0000

Top Ten Sexiest Spas
By Susie Ellis, SpaFinder Insider

Well, there are lists of sexiest bathrooms, beaches and hotels, so why not sexiest spas? I decided to ask my editor friends and a few spa experts around the world which spas they thought were the sexiest. Then we selected the spas with the most votes to give you the top ten. Here are the results in no particular order.

By the way one spa was mentioned by almost every editor. Care to guess which one?
(I will let you know in the next blog post.)

The Dolder Grand Hotel in Zurich, Switzerland

If your idea of sexy is cool, sleek and mysterious, check out the uber-contemporary Dolder Grand. Think floating in a luxurious dark glass mosaic tiled pool with exotic light effects; relaxing in a bed of warm pebbles; seeing the city come to life as fog rises off the outdoor vitality pool; and watching gorgeous European men (in tiny swimsuits). Bound to get the libido going.

Bikini Bootcamp at the Amansala in Tulum, Mexico

For many, there is nothing sexier than a healthy body – especially when you are the person showing it off. Bikini Boot Camp is designed to help you discover your own body-beautiful while exploring Mayan ruins and private lagoons. It’s back to nature at its best flavored with great workouts and healthy dining (all while wearing a bikini, of course).

Como Shambhala Retreat in Bali, Indonesia

Sexy can be an ultimate escape to a sacred place of bliss…a time and place to unwind and reconnect in one of the most beautiful natural settings on earth. Imagine being in Bali’s spiritual heartland known for its healing waters, having a massage on a bed overhanging a spectacular canyon in the forest or swimming nude in natural spring water lagoons, surrounded by the sounds of birds with waterfalls and more waterfalls. You’ll feel more relaxed and beautiful than you ever thought possible – and that is a very special kind of sexy.

Encore at Wynn, Las Vegas

Fantasy, beauty, indulgence – Las Vegas brings the ‘wow’ factor to sexy and the stunning, opulence that greets you at the Spa at Encore adds a new level of glamour to this favorite couples getaway. Think glass chandeliers, brass mirrors, romantic candles, Swarovski crystal drapes, garden villas and heated lounge chairs. And speaking of couples… check out the Encore’ s four-hand massages – or get really sexy with an eight-hand massage for two people. (Adding to Encore’s reputation as the new hip, hot spot on the strip!)

Four Seasons Hotel in Istanbul at the Bosphorus

The romance and mystique of the historic Turkish hammam, famous since Ottoman times, and luxurious Western hospitality come together at the Four Season’s unique spa in Istanbul at the Bosphorus. Traditional rituals leave you with a feeling of harmony and bliss and the breathtaking sky lit indoor pool is the perfect setting for what comes after.

Winvian Spa, Connecticut

If you think sexy includes make believe, Winvian is your place. Set on 113 lush acres, this is a luxurious fantasyland where you can use your imagination to create your ultimate sexy escape. Fifteen architects designed Winvian’s eighteen magical cottages, so you can choose to cozy up in the Log Cabin or escape in the Helicopter Cottage, nestle in the Treehouse or hide away in The Secret Society. (Be sure to treat yourself to a spa experience with your partner in the Forty Winks Suite with its circular wood-burning fireplace.) There is a bit of sophisticated whimsy throughout this romantic spa…setting the stage for a bit of make-believe at night.

Vinotherapie Spas by Caudalie in France, Spain and New York City at The Plaza

The Vinotherapie Spa brand received so many rave reviews from our spa experts that we decided to include three of their locations in our top 10 list. Each is in a breathtaking setting and has outstanding décor, but the wine theme makes these spas truly unique. After treatments guests are invited to relax in the wine lounge and sip a glass of wine from their vineyards – all while still in their bathrobes – very relaxing and very sexy.

Chi ‘The Spa at Shangri-La’ in the Shangri-La Hotel in Bangkok, Thailand

Red says sexy and Chi, The Spa at Shagri-La, has the feeling of a tastefully designed, elegant brothel, complete with a lush red décor and lighting that adds a mysterious ambiance. But this spa escape also has a contemporary Asian décor, treatment rooms with beautiful footbaths and ‘couples’ rooms where you and your partner can enjoy a side-by-side treatment… and then book the room for private ‘after time’. Now that’s sexy.

Six Senses Spa at Soneva Gili in Maldive Islands

If you want to spend the ultimate ‘alone’ time with your special someone, then Soneva Gili could be your fantasy dream come true. Imagine being marooned in an overwater villa, with your own “Fridays’ to wait on you, a private spa where massage tables with glass bottomed floors allow you to watch fish swim in turquoise waters while receiving a relaxing massage, a slide to whisk you from your bedroom to the sea below, your own speedboat (with driver), any food your heart desires… and being indulged (or left alone) 24 hours a day. Sexy and expensive – but worth it.

Aqua Spa at Sanderson, London, UK

With its ultra-contemporary furnishings and ‘out there’ feeling, the Aqua Spa at Sanderson tests design limits to transport you to a place you may not have been. Since the décor pushes the envelope – with smashing results – maybe it will translate to your sex life as well?

See the full list of the Top 10 Sexiest Spas on SpaFinder.com

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"Addicted to Beauty" TV Show - Not Such a Pretty Picture of a Medi Spa

noreply@blogger.com (Susie Ellis) — Sun, 09 Aug 2009 16:59:00 +0000

“Addicted to Beauty” TV Show – Not Such a Pretty Picture of a Medi Spa
by Susie Ellis
SpaFinder Insider

It was bound to happen…a reality show with a spa focus.

While Bravo TV has had Tabitha’s Salon Takeover on for a couple of seasons, it was more salon oriented than spa oriented. I actually quite liked Tabitha’s Salon Takeover – although Tabitha herself was a bit hard to like at times. You’ve got to respect her though – she knows how to make a salon profitable and is herself a star stylist. And let’s face it – she is entertaining.

So now we have the new reality show Addicted to Beauty on Oxygen. The basic “plot” is that a plastic surgeon's office and a day spa merge to become a medi-spa. (They probably don’t know – yet – that the term MediSpa is trademarked by Dr. Bruce Katz of Juva MediSpa in New York).

Dianne York-Goldman heads up the spa team and Dr. Gilbert Lee is the plastic surgeon. The new entity is called Changes Plastic Surgery and Spa and is located in La Jolla, California.

The only problem is (and they got this right because it is a real-life issue) that the cultures of spa and medical are not mixing so well. The spa employees are drama-all-the-way-around and the doctor is very buttoned up...more than a few conflicts result.

While the mix is entertaining, the biggest problem in my opinion is that all the employees who work for this new medi-spa have themselves had more than a tad of plastic surgery - and the results are a bit scary. Young faces with lips that are too large and uneven, blown up breasts that make everyone look topsy turvy, cheek implants and narrow noses….it’s not as bad as Michael Jackson but some get pretty close to that Joan River's look.

So what do I think of this show considering that I am in the spa industry? Well, thankfully we have had so many reality shows to date that we are all used to the outrageous. Just like we know that most housewives are not like the Housewives of New York, Orange Country and Atlanta, and normal Bachelors and Bachelorettes don’t end up confused about who to marry, I think that most people will know that this depiction of a medi-spa is pretty out-there.

While Addicted to Beauty doesn’t exactly paint a pretty picture of a medi-spa, it does show that spas have joined the big leagues...and, I will probably be tuning in again next week!
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Spa Solutions to End Overeating

noreply@blogger.com (Susie Ellis) — Thu, 06 Aug 2009 13:00:00 +0000

Spa Solutions to End Overeating

Susie Ellis, SpaFinder Insider

In my last post I raved about Dr. Kessler's New York Times Best Seller's book, The End of Overeating. A variety of people posted comments including Jeff Butterworth, Wellness Director for the Jumeriah brand and Deborah Szekely, founder of Rancho La Puerta and the Golden Door spas. Both also enthusiastically recommended the book. They too felt that Dr. Kessler's book brings important new ideas and solutions to the conversation about overweight and overeating. I think it is a good fit to incorporate in any spa (even if only recommending the book) and know of one spa that is considering adding an entire curriculum based on this program.

Ok..I promised some solutions from the book in this blog. Here are a few that resonated with me:

Planned eating - have structure, set meals. It's better for your body and for your brain as it signals satisfaction which grazing all day does not. One of the reasons so many are overweight is because food, for most of us, is available all day everyday everywhere. (except on airlines as I have found out flying from NY to California frequently)

Don't 'overserve' yourself. You can't count on getting a full signal from your brain anymore...it's broken.

Eat foods that satisfy you - the ones you like - or you'll set yourself up for temptation. Will power doesn't work when tempted by hyperpalatable foods.

Stop yourself at the earliest thought regarding overeating or eating unhealthfully. If you entertain the thought even for a little while, you won't have the will power to resist.

Engage in competing behavior - substitute something you enjoy at the point of temptation.

Detox from the hyperpalatable foods (this is where I think going away to a destination spa is best). There you will start training your body and brain to become healthy again and your brain once again shuts off the desire to eat more when you have had enough.

Support from others always helps.

I know these tid-bits might sound familiar...however if you read the book, you will see that the brain chemistry issue (which Dr. Kessler explains far better than I did) underlies it all. If you have ever struggled with weight issues, this book is worth reading.

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Spas: Pay Attention to the New Book "The End of Overeating"

noreply@blogger.com (Susie Ellis) — Sun, 26 Jul 2009 23:43:00 +0000

Spas: Pay Attention to the New Book "The End of Overeating"
by Susie Ellis, SpaFinder Insider

If you could see the book shelf in my office (and a list of all the books I have read in the past three decades) you might be surprised to see how many of those books have been about weight loss. Not only has this topic been part of my studies and lifelong career, (I wrote a research paper comparing children’s weight with IQ my first year in college), but I have also had my own experience with overeating issues. For several years of my life I was an “exercise bulimic” who ran marathons to support my habit of overeating which was the true goal of all that training. I mention this because it will help you put the following statement in context:

“I just finished what I think is the most important book on weight loss that I have ever read!”

Dr. David A. Kessler’s new book, The End of Overeating is currently #5 on the New York Times best seller list. (My prediction is that it will remain on that list for a good long time – at least I hope so!)

This book really resonated with me. I can tell by all the underlining I did while reading it. Every page. Multiple times. Crazy! That’s because I kept turning the pages and saying…wow, that’s incredible. Wow…I didn’t know that. Wow…this is hysterical. Wow, this just makes me want to cry.

I am going to have to devote two blog posts to this book to share with you some of the pearls of wisdom I found within. It is my fervent hope that I can convince those who are interested in the topic of weight loss (and that is most of us) to buy the book or download it on Kindle ($9.99). Not only do I think that it has an important personal message for all of us, but I think the spa industry in particular can be seen in an entirely new light as a result. After all, spas - especially destination spas - are one of the few places left on the planet where solutions to the dilemma Dr. Kessler outlines can be achieved.

Here are a few tidbits to give you a sense of where this is going.

“hyperpalatable” (ideal combinations of sugar, fat and salt) foods are actually "altering the biological circuitry of our brains”
“where traditional cuisine is meant to satisfy, American industrial food is meant to stimulate.”
“Intentionally or not, industry activities take advantage of the biology of the brain, selling us products that alter our bodies.”
“the excitement in the brain generated by these multi-modal stimuli increases our desire for further stimulation.”
“the goal is to get you hooked” (craveability)

And in Dr. Kessler’s words:

“millions of people …don’t have any of the eating disorders we’ve learned to recognize and treat, but food is never far from their minds. And once they begin eating, they can’t seem to stop. Long after they’ve ceased to feel hungry, they’re still eating. No one has ever explained what’s happening to them and how they can control their eating. That’s my goal in this book.”

“…the struggle to resist certain foods isn't unique to people who are overweight or obese--people who maintain a healthy weight also face this challenge. How can something as simple as a chocolate chip cookie hold such power over so many of us? I had to go inside the food industry and understand the workings of our brains to comprehend the essence of this struggle. The food industry designs foods to be powerful stimuli. And what is served in many restaurants is nothing more than FAT on FAT on FAT loaded with sugar and salt.”

“I wanted the answer to what would appear to be a simple question: why is it so difficult to control what and how much we eat? What I learned was that our brain circuits become rewired by certain foods, so that we end up wanting and eating more than we need. Naturally, my next question became: how can we alter our response to food? In more technical language, how can we make the needed "critical perceptual shift" that fundamentally changes the way we view food?”

In the next blog….solutions.

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Fake Reviews on Websites – Advice for Spas

noreply@blogger.com (Susie Ellis) — Mon, 20 Jul 2009 14:15:00 +0000

Fake Reviews on Websites – Advice for Spas
Take Control of Your Spa’s ‘Online Reputation’ - It’s An Important Way to Drive New Business
By Susie Ellis, SpaFinder Insider

A cosmetic surgery company, Lifestyle Lift, that told its employees to post fake positive consumer reviews on the Web, has been fined $300,000 for fraud.

Wow...that’s attention getting.

This disturbing news item provides a great springboard to talk about the explosive new world of online consumer spa reviews – and assure that the spa and wellness industry doesn’t get mixed up with the kind of snake-oil tactics adopted by some in the cosmetic surgery industry, such as Lifestyle Lift’s duplicitous scheme. The company’s actions, of course, underscore just how critical establishing positive online reviews are for all industries today, and open up discussions about what should actually constitute a positive, productive consumer review strategy.

SpaFinder.com has been online for a decade, attracting on average 15,000 new consumers looking for spas every day. We encourage reviews and find that these opinions from spa-goers and the Spa Deals section are two of the most popular areas of our website.

While most of the reviews posted at Spafinder.com are legitimate and give helpful feedback, we have had our share of challenges: the occasional bogus review from a spa itself, a disgruntled employee ranting on, competitors trying to undermine each other, or a consumer trying to get compensation or a free service. We found that providing a platform for spas to respond to reviews worked to solve most of the problems. Once we added that functionality, the conversations were more open, and the reader benefited by understanding both sides of a complaint.

The spa industry needs to welcome consumer reviews – not only because they’re here to stay and your spa is going to be reviewed on the Web whether you like it or not – but because consumer reviews have such a powerful impact on consumer decisions today. More than three in four consumers researching online now turn to consumer reviews to find and choose services and products. In fact, the research firm Compete found that consumer-generated content directly influences $10 billion a year in online travel purchases.

People (like you and me) value this unvarnished information from real-world consumers, and it’s becoming an increasingly important factor in the arsenal of information we use when we select a spa. Sure, editorial reviews, recommendations from friends, awards won, are all key, but online reviews are exploding and becoming increasingly part of the decision-making mix.

Here are some tips to help not only turn the occasional ‘bad and the ugly’ around - but that can help your spa create a higher volume of positive reviews that will get your phone ringing.

1. Monitor/Be Aware: If you haven’t done this, you should: try a simple Google search of your spa and look at the places your business has been reviewed. You’ll see what powerful traction reviews have in search, placing high in the results at the Googles. Monitor the major sites where your spa may be reviewed: Spafinder.com, Yelp, Citysearch, Google Local, TripAdvisor, Yahoo!, Insider Pages, etc.

2. Respond to Negative Reviews Graciously and Honestly: Most sites allow businesses to respond to reviews directly. And, if not, simply post a response. It shows people you care about customer service. After all, we’re IN the service business, and we know how to be gentle with people, to apologize when we’re wrong, to correct a situation that needs correcting. Even with a maddeningly negative review, respond neutrally, fairly and honestly – be transparent. “Amping up” with a reviewer no matter how irritating they are is never a good idea. Whenever I read a “defensive” response to a review in the spa industry, I generally conclude that the reviewer was probably at least partially correct.

3. Interject a sense of humor: Sometimes it is better to say something funny than to stick with the seriousness of a situation.

4. Never Post a Fake Review: Never post a bad comment about a competitor or a fake glowing review. And don’t have your customers post reviews physically from your spa’s computers: if your reviews are generated from your own internal network/IP address, you could suffer serious blacklisting. You can even block the consumer review sites at your spa’s computers, if you feel you need to be double safe.

5. Review Readers Are Smart – Give Them Credit: Don’t worry that consumers will be bamboozled by one negative review - or even several. Nor are they going to be won over by some over-the-top post of adulation. If anything, a combination of good reviews and an occasional negative comment makes your overall online reputation more believable. That’s life – a balance of the positive and negatives.

6. Encourage Happy Customers to Review You: Getting a higher volume of your satisfied customers to post happy reviews at sites like Spafinder.com not only balances out any negative reviews, it’s the best kind of high-impact exposure for your spa. You can occasionally and tactfully explain to your best customers the importance of this new online world, and how helpful it would be if they shared their experiences. Present it lightly, stressing how much you value their honest assessments and opinion. Or you can leave cards in your reception area as take-aways: explaining that they can share their experiences at sites like SpaFinder, to help others benefit from their knowledge. Never pressure them, or offer review bribes, it doesn’t work.

7. Fix the problem: Not only do you want to respond to negative reviews online, you ultimately want to fix the problem cited. Report back about the actions you took to address their problem: customers are often able to edit their reviews, or, of course, post a new one. And if you’ve taken them seriously, and satisfied them, they’re likely to do so. Consider this free feedback and consulting advice, to improve your business overall.

8. Your Best Defense is a Great Offense: If you’re truly delivering superior service, terrific results and establishing trusted relationships with your clientele, you’re far less likely to be vulnerable to a few bad reviews.

Spas that get educated about the customer review realities, and implement a basic strategy, soon realize that this brave new world is less something to fear, but is actually an incredible marketing opportunity. There have never been so many places for your customers to virally promote your business. And a positive review presence is a surefire way to drive significant new business. You’re probably getting the calls already…but you’ll get more…with customers reporting they found you through an online review – or even asking for specific therapists by NAME!

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Walter Cronkite, Spa, Wellness and a Good Life

noreply@blogger.com (Susie Ellis) — Sat, 18 Jul 2009 15:16:00 +0000

Walter Cronkite, Spa, Wellness and a Good Life
By Susie Ellis
SpaFinder Insider

Being “of the moment,” I can’t help but weigh-in on today’s headlines which are all about Walter Cronkite’s life and death. Although I never actually met the man who became the most trusted voice of TV news, I feel somewhat connected to him through two people close to me who did get to know him.

The first is my twin sister, Katrine. She met Mr. Cronkite when he was on board the QE2 as a lecturer and she was on the cruise ship managing the Golden Door Spa at Sea. That was in 1986. When I called Katrine this morning to see if she still had the photo I remember seeing of the two of them (memorable because they were both on exercise bikes with their arms on each other's shoulders), she was able to email it to me in a few quick minutes.

I asked her what she remembered about Cronkite to which she immediately replied, "that he was so kind." Apparently Mr. Cronkite would work out regularly in the gym on the QE2 while he and his wife were passengers and was always gracious with everyone and more than happy to pose for photos - even with the fitness instructor who was wearing "double legwarmers" at the time - what were we thinking back then?

The other connection with Mr. Cronkite is through my housekeeper. The great gal who cleans my apartment here in New York two mornings a week was also one of Mr. Cronkite’s caregivers these past few years. Although she never betrayed any confidences, it was about 3 weeks ago when she said to me,”he’s not looking good; it may be any day now.”

I remember gasping in horror saying, no! no! bad timing! You see Michael Jackson had just died and that news had swiftly trumped Farrah Fawcett's death earlier that very same day... and the Hollywood circus was just starting up. Had Walther Cronkite died at about the same time, I am afraid that it might have precluded the fitting tributes his distinguished life deserved.

Fortunately, the timing of Mr. Cronkite’s death turned out to be much like his life - at the right place, at the right time.

Walther Cronkite died yesterday, Friday, July 17th, and all the headlines in the papers and on TV are filled appropriately with rememberances. Barring any other catastrophe, we will at least have a weekend of memories which will allow us to think back to a time when a man's life could be summed up with such words as trusted, respected, authoritative, competitive, authentic...and yes, kind.

The news doesn’t talk as much about his personal life although I understand he had a very good and lengthy marriage, three children and four grandchildren. He lived to be 92 and although suffering from dementia in the past couple of years, it appears as if the way he led his life – including working out regularly – served him well.

Well, I guess it is fitting to end with the tag line he made famous, "And that’s the way it is."

However, sadly, it feels more accurate these days to say, "And that's the way it was."

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Saving the Legendary Greenbrier Resort & Spa in Record Time

noreply@blogger.com (Susie Ellis) — Tue, 14 Jul 2009 21:35:00 +0000

Saving the Legendary Greenbrier Resort & Spa in Record Time
Susie Ellis
SpaFinder Insider

Earlier this year there was the sad news that the famous Greenbrier in West Virginia (a historic piece of U.S. spa history initially called White Sulphur Springs where people have came to "take the waters" since 1778) was heading into bankruptcy. It includes the Greenbrier Spa (40,000 square feet) and the Greenbrier Center for Health Living - a Medical Clinic. Now we have the exciting news that a very passionate and dedicated business man, Jim Justice, rescued the entire thing from the gallows and is giving it a new start!

It appears as if he is infusing new spirit and direction (and likely plenty of cash). He also seems to be considering some forward-thinking ideas such as adding a gaming element to the resort in the future. I am sure that those involved with this prestigious West Virginia property are breathing a sigh of relief. And those of us (including me) who have not yet had the chance to experience this award-winning resort in the Allegheny Mountains, will still have a chance to soak in the famous sulphur waters at the resort where so many former U.S. presidents vacationed.

Here is a press release from the Greenbrier which will bring you up to date on this very good news. And here is an article which gives you more details.

And do check out the bio for Jim Justice at the bottom of this page. I think it is worth noting that one should never underestimate passion, commitment, and calling.

And never rule out the possibility of miracles.
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Massage at a Spa Pet Peeve

noreply@blogger.com (Susie Ellis) — Wed, 08 Jul 2009 20:08:00 +0000

Massage at a Spa Pet Peeve

Susie Ellis

SpaFinder Insider

Is it just me or do other people have issues with this? I am at a spa in my robe and slippers heading to the massage room with my therapist. After reaching the treatment room, the massage therapist says "now I will step out of the room, you can take off your robe and slippers and put them here, then get under the sheet on the massage bed face down (or sometimes face up)."

The therapist steps out of the room, I take off my robe and hang it up, step out of my slippers, take off my watch and put it usually on top of my slippers along with the scrunchy from my hair and get under the sheet. This takes about 30 seconds - at the most one minute.

Next....silence.

I wait.

I wait some more.

And then I begin wondering if I should shout out something like "I'm ready!" which I have done on occasion.

I continue to wait.

About that time (or to be honest even earlier) I begin wondering why it always takes the therapist so long to re-enter the room and begin my massage? Are they grabbing a quick break? Maybe getting something to drink? Perhaps washing their hands?

Of course eventually the wait is over, I hear the knock on the door, the therapist comes in and the massage begins. However when it happened to me again yesterday, I decided that I was going to write about it and perhaps get some conversation going.

I was at the Mandara Spa at Atlantis in the Bahamas where I had scheduled a massage which turned out to be a good treatment - except for the annoying wait on the massage table before the massage actually began.

Here is what I think therapists should know: Many (and I would even guess most) people who are getting spa treatments are counting on getting every single minute of that treatment and are keenly aware of time, whether they have a watch with them or not. It doesn't matter if it is 50-minute, 60-minute, 80-minute, or 90-minute treatment, once the treatment is over they check their watches (or perhaps the clock that is in the treatment room). In fact, many people have even figured out what they are paying per minute! In my case, I was paying $3.00 per minute for my massage, factoring in the 20% service charge which was added to my bill BEFORE my treatment.

Time sliced off at the beginning (due to retrieving a guest late), at the end (due to ending early), or by taking a few extra minutes "to allow the guest plenty of time to disrobe" adds up and contributes a slight negative to what is otherwise usually a heavenly experience. To be fair, over the past years I have noticed a great improvement in prompt start and end times. It's just those uneasy moments on the massage table waiting for the therapist to re-enter that seems to be increasing in my experience.

Which gives me an idea. Next time I go in for a massage and the therapist starts into the "I'm stepping out of the room" script, I will quickly take off my robe and get on the massage table while saying, "no need to step out of the room as I am fine with just slipping under the sheets while you are here" before she even exits.

I will let you know how that goes....In the meantime, do let me know your thoughts.
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Spas and Greed Discussion

noreply@blogger.com (Susie Ellis) — Sat, 27 Jun 2009 19:19:00 +0000

Spas and Greed Discussion
Susie Ellis, SpaFinder Insider

My friend and colleague Anitra from AboutSpas.com posed an interesting question on her June 21st blog, which I felt compelled to weigh in on. Her blog was titled, "Spas & the Greed Factor." Here are her comments and mine. Others also commented so check out her blog if you want to read all the rest.

Anitra's Question:
Have spas become too greedy? I was talking to a massage therapist the other day who said that the resort spa where he works is still busy, but the spa is dead. He thinks it's because the prices have reached absurd levels. "Resort spas educated people about getting massage and facials" he said, "But now they get them at home instead of when they're on vacation because it's so much cheaper." He thinks we've seen the end of the splashy new 60,000 square-foot spas, where prices are cranked up high to help pay for the fabulous facilities.

Judy Singer, a spa consultant, says people want what spas offer, but it has to be financially feasible. "Many spas have been their own worst enemy by getting caught up in the greed factor (very high treatment prices)," she writes. "This has caused consumers to re-evaluate the genuine need and ability for them to visit the spa."

What do you think? Have spas become too greedy? Are you changing the ways you use spas?

My Comment:

Hi Anitra,

Happy to weigh in on this discussion. You’ve asked a good question. High prices – especially at resort and hotel spas is something I have been thinking quite a bit about lately – especially since I just did a tour of many of the luxury New York city hotel spas where prices generally begin at around $350 – $450 for their basic massage service (most are 90 minutes or more).

I agree with many of the previous comments and think that Skip makes a good summary point that our spa business model is the challenge and in time, will need to change. With spas not making a lot of money, therapists not making a lot of money, and the consumer paying what seems like a whole lot of money (especially at hotel/resort spas), I don’t think that “greedy” is the right word however because that implies that someone is “wishing to possess more than what one needs or deserves” (dictionary definition). And I don’t think that is the case.

The evolution of our fast-growing business got us to this point and while there are a lot of factors that have contributed to this situation, the important thing now, I feel, is for all of us to think creatively about how this can be resolved for everyone’s benefit and for the long term.

Here are a couple of ideas that might be worth exploring:

1. In the US one must get a license for massage and a separate license for aesthetics. In Europe, “Beauty therapist” is a profession one studies for several years and at the end the therapists are able to do massages, facials, manicures/pedicures, etc. They work full-time, receive benefits, and are treated as professionals. Because they do not need to do six massages a day, their
burnout rate is much less – in fact they can be beauty therapists all of their lives. From a spa’s point of view, staff scheduling is much easier when employees are qualified to do all services. Money is saved all around because there isn’t a cost for a lot of people sitting around waiting for work, and yet there are people available when a consumer walks in and requests a last minute booking. Turnover is less which also saves money.

2. One difference between resort/hotel and day spa facilities are the amenities such as saunas, steams, jacuzzi/whirlpools, cold plunges, etc. I think that if spas began creating treatments which incorporated these facilities – used in the appropriate way for health benefits – that the consumer would find that the charges are more reasonable because there is greater value.

Here is an example:
Re-Energizing Massage Begins with 10 minutes in the relaxation room enjoying a hydrating and refreshing summer fruit drink. The treatment begins with two 10 minute sauna sessions interspersed with a cool shower and followed by 10 minutes of cooling down with lower legs in the cold plunge. This is followed by a 60 minute massage with a custom selected special oil and then two steam bath sessions to help the skin absorb the special oil. The steam sessions are interspersed with a cool shower, and ends with a regular shower using an organic soap and 10 minutes of cooling with lower legs in the cold plunge.

Not only would this series actually really refresh a person (delivering far more benefits than simply a massage), but it wouldn’t take any more staff other than someone in the hydro/thermal area helping all the clients do their steams/saunas/jacuzzi’s properly taking heart rates and answering questions about the true health benefits of these amenities.

3. Alternately, some resort/hotel spas have successfully created a business model where they charge for the use of hydro/thermal amenities and that gives consumers a price differential.

4. Some spas are having success with adding a membership option which I think can add a sense of community to a spa – and also bring in additional revenue. Sometimes members receive a discount on treatments which is an elegant way to lower prices for those who are truly dedicated to the spa without lowering prices for everyone.

They say that one good thing about a recession is that it unlocks creativity…it is my hope that this underlying issue (lack of profitability) for the spa industry will allow for some experimentation and “out of the box” thinking which could improve things for many in the long run.

Look forward to hearing some ideas from others!

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Joan Lunden's Spa Camp is a Dream Come True for Her and for Us!

noreply@blogger.com (Susie Ellis) — Thu, 25 Jun 2009 15:05:00 +0000

Joan Lunden's Spa Camp is a Dream Come True for Her and for Us!
By Susie Ellis, SpaFinder Insider

A few months ago Joan Lunden, of Good Morning America fame, visited us here at our SpaFinder offices with some of her staff. We were to learn about her summer "spa camp" for women and she would be learning a bit more about SpaFinder. It turned out to be a great match with a lot of synergy. In particular I thought her yearly "spa camp," that she herself holds for four days and three nights each August in Maine, was a great opportunity for the women of our large spa enthusiast audience.

While I thought most people know of Joan Lunden (she was on ABC TV hosting Good Morning America for 17 years), a friend of mine suggested that there is an entire generation who wouldn't necessarily know her and that not everyone watched ABC in the mornings. So I decided that at the end of this blog post, I will include some of her bio information. It certainly is impressive.

But most importantly - I wanted to communicate a bit about her spa camp called "Camp Reveille" and let people know that it is actually still possible to make a reservation. Joan herself joins all the women campers for a variety of experiences, which all contribute to people going home looking and feeling fabulous! This is the third year she is running Camp Reveille.

It is very reasonably priced which makes me think it will probably be sold out pretty soon. The entire experience includes luxury camp style lodging (and it is luxury), all meals, and all activities you would like to participate in. You can join fitness classes, sporting events, hikes, craft sessions, or just choose to relax and read a book. And who could resist the Murad Facial treatments and scrumptious s’mores around the campfire? The whole experience is about $899 for all four days.

Joan is a real health advocate; she has written numerous books on healthy cooking and balanced living, has starred in her own workout video, and has raised seven kids. Yes, you did read that number correctly, she has seven (two sets of twins)! And as you can see from the photo above, she is still as attractive as ever - and she turns 60 next year!

This is what she says on the camp's website, “take a break from your busy schedule and come away with us for a chance to be energized, be inspired, and enjoy some guilt-free “me time.”

It might be one of the best spa experiences out there because it was designed by someone who loves spas herself and who really understands a woman's role - Joan Lunden.

Now, as promised....some Joan Lunden bio information:

Born September, 1950 and became an American television personality

Co-hosted ABC's Good Morning America (1980 - 1997) with David Harman and then later with Charlie Gibson.

Named by Entertainment Weekly national viewer poll "television's favorite morning anchor"

She reported from 26 countries, covered four presidents, five Olympic Games, and two royal weddings.

Hosted DirectTV's series Hometown Heroes and the Emmy-winning special America’s Invisible Children.

She is the face of Murad's skincare line, Resurgence.

Is on the board of PassportMD, an online personal health record system

Had three daughters with first husband, Michael A. Krauss

Had four children (2 sets of boy/girl twins) with second husband Jeff Konigsberg

Books she has written:

Wake-Up Calls: Making The Most Out Of Every Day (Regardless Of What Life Throws You)

Joan Lunden's a Bend in the Road Is Not the End of the Road: 10 Positive Principles For Dealing With Change

Joan Lunden's Healthy Cooking

Joan Lunden's Healthy Living: A Practical, Inspirational Guide to Creating Balance in Your Life

Growing Up Healthy: A Complete Guide to Childhood Nutrition, Birth Through Adolescence

Good Morning/Joan
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