pulse spa magazine may 2016

M AY 2 0 1 6 n P U L S E . E X P E R I E N C E I S PA . C O M

DoggyDoggyLove!Love!VIP

TREATMENT FOR

PAMPERED PETS

VIP TREATMENT

FOR PAMPERED

PETS

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uch like a captivating piece of art, the brain never ceases to

amaze me. In fact, for lack of a better metaphor, I’d like to think

of our brain as a beautiful piece of sculpture, as if it were made

of moldable clay capable of taking any shape with every stroke

of new information.

This process of sculpting and rewiring neural paths in our

brains, otherwise known in the scientific world as neuro-

plasticity, remains one of today’s biggest breakthrough discoveries in brain research.

As a spa professional, the idea that the brain is constantly changing and adapting is one

that excites me. With this discovery, we can now concretely connect the benefits of yoga,

meditation and mindfulness in creating a healthy and sound mind. I encourage you to read

this Pulse issue’s feature entitled “State of Mind” (page 34) to learn more about the latest

pieces of scientific evidence that support the benefits of spa treatments in the overall

improvement of your guests’ brain health. The feature also tackles the scope, limitations and

challenges that we may face as we continue to push the frontiers of brain health education.

Like an artistic sculptor, each one of us has the power to mold and shape our minds and

thoughts by feeding it daily with positivity and mindfulness. If there’s one food for thought

that I embrace as I commit to raising awareness on the infinite power of the brain, it is the

words of Mahatma Gandhi. The modern-day philosopher once said: “A man is but the by-

product of his thoughts; what he thinks, he becomes.”

How about you? Which thought is consuming your whole being now?

—MICHAEL TOMPKINS, CHAIRMAN

2 PULSE � May 2016

ISPA BOARD OF DIRECTORS

CHAIRMEN’S COUNCIL

Past ISPA Chairmen who are current members:

Gayle Brady • Brady Spa Consulting

Jeff Kohl • Spa & Club Ideations

Jean Kolb • Well By Choice

John Korpi • Korpi & Korpi

Kate Mearns • 5 Spa Consulting LLC

Jim Root • Glen Ivy Hot Springs

Jane Segerberg • Segerberg SpaConsulting, LLC

Deborah Waldvogel • Sedona Resorts

2016

ELECTED OFFICERS

CHAIRMAN Michael TompkinsPALM Health

VICE CHAIRMANTodd ShawLa Quinta Resort & Club

SECRETARY/TREASURER Laura ParsonsESPA International (US) Ltd. (Spa Division)

IMMEDIATE PAST CHAIRMAN Ella StimpsonThe Spa at Sea Island

DIRECTORSSharilyn AbbajayISPA Foundation Vice Chairman

Noel AsmarNoel Asmar Group, Inc.

Blake FeeneyFeeney & Co.

Michael HarmsworthESPA International (US) Ltd.

Todd HewittShangri-La International

Kristine HuffmanHuffman Hospitality Concepts

Garrett Mersberger Kohler Co.

Julie Oliff St. Regis Aspen

Frank PitsikalisISPA Foundation Chairman

Eric StephensonWell World Group

Dawn TardifBodiScience Wellness Center & Spa

Todd WalterRed Door Spas

Lynne McNeesInternational SPA Association

MEDICAL ADVISORBrent A. Bauer, MDMayo Clinic

FROM YOURCHAIRMAN


THE MAGAZINE FOR THE SPA PROFESSIONAL

Pulse is the official publication of the International SPA Association, a member organization for the spa and wellness industry. Copyright 2016.

All rights reserved. No part of this publication may be reproduced without written consent

of ISPA. All inquiries should be sent to Pulse, 2365 Harrodsburg Road, Suite A325,

Lexington, KY. 40504 USA. Canadian publication agreement No. 40042114.

PULSE ACCEPTS LETTERS TO THE EDITOR. Please include your name, title, company,

address, phone and email address. Only your name, title, company and location will be

published in the magazine. The editor reserves the right to edit for clarity and content. By

submitting the letter, you are giving ISPA publishing rights.

Pulse (USPS 017-893, ISSN 15259226) is published 10 times a year – January/February,

March/April, May, June, July, August, September, October, November and December

by Associations International, 2365 Harrodsburg Road, Suite A325, Lexington,

Ky., 40504. Periodicals postage paid at Lexington, Kentucky, and additional mailing

offices. POSTMASTER: Send address changes to Pulse, Attn: Member Services, 2365

Harrodsburg Rd., Suite. A325, Lexington, Kentucky, 40504, USA.

PULSEis the magazine for the spa

professional. As the official

publication of the International

SPA Association, its mission is

to serve as the preeminent

resource of expert insights,

trends, tools and research to

help spa professionals create

innovative solutions and make

informed business decisions.

EXECUTIVE

Lynne McNees • ISPA President

EDITORIAL

Mae Mañacap-Johnson • Editor

DESIGN

Marja Walker

ADVERTISING AND SALES

Tara Finn

ADVERTISING COORDINATOR

Ashley Roberts

PRODUCTION MANAGER

Chris Guzicki

EDITORIAL OFFICESInternational SPA Association

2365 Harrodsburg Road, Suite A325

Lexington, Kentucky 40504, USA

Phone: 1.859.425.5062

1.888.651.ISPA (4772) • Fax: 1.859.226.4445

experienceispa.com

Playtime is a family

affair at home.

Blossom and Bravo

(foreground) with

nephews Karl and

Mark with their

furry best friends.

FOLLOW US ON TWITTER! @ISpaDoYou

LIKE US ON FACEBOOK!International SPA Association


WANT TO SEE THE ISPA STAFF’S FURRY FRIENDS?

MARION PHOTOGRAPHY STUDIO

—MAE MAÑACAP-JOHNSON, EDITOR@ISPAPULSEEDITOR

I’d like to think that humans do not adopt pets. Instead, pets adopt their humans.After all, given the remarkable lessons that pets teach us and the unconditional lovethey give, they offer a lot more than we could imagine. The first-ever pets thatadopted me were Bravo and Blossom, both deeply loyal Japanese Spitz breeds.Blossom was smart, sassy and sensitive. Bravo was simply spoiled rotten—but I

loved them both to bits and pieces anyways.Privileged that I had been loved and adopted by a pet before, I can certainly empathize

why many pet-lovers demand that businesses, including spas, become more welcomingto pets. Several spas and resource partners, highlighted in “Making Spas Pet-Friendly”(page 48), have started to see the business advantage and customer service value ofoffering pet-specific spa services and products as well as supporting organizations thathelp raise awareness for animal welfare.

The feature mentions research that indicates how having a pet could help improveone’s ability to adapt to stress and, in the process, improve one’s overall well-being.“Petting a dog helps relax people and has shown to reduce blood pressure. A well-mannered dog can be a great conversation-starter when a new client comesinto your business and helps you to start a relationship off by discussingsomething fun!” says Association of Professional Dog Trainers Board ofTrustees Chairperson Robin Bennett.

Given this information, it’s not surprising that a growing number ofcompanies have “Bring Your Pets to Work Days” to help employees managestress and prevent work burnout. In the article “Tell-Tale Signs of EmployeeBurnout (page 42),” exhaustion caused by chronic stress at work is believed tobe a modern-day workplace epidemic—and the spa industry is not immune toit. Thus, there’s an even bigger challenge for those in management to help theirteams manage work-related stressors to prevent burnout in the long run.

Whether one is a pet-lover or not, there’s no denying that pets remind us that,when work or life gets tough, we pause to enjoy the simple joys in life, like an afternoonwalk in the park. Here are a few more lessons I’ve learned from my furry friends:

l Sniff out opportunities and follow your instincts. l Don’t bite when a growl will do.l Keep digging until you find what you want.l Learn new tricks no matter your age.l Wag more, bark less.

How about you? Have you been adopted by a pet before? What life lessons have youlearned?

CLICK HERE to see manymore adorable pets and findout how we spoil them.

3:44 PM

MAY2016


VOLUME 26ISSUE 3

The Art of Employee EngagementSix Simple Strategies That Reap Real RewardsBY LISA RYAN

58

Tell-Tale Signs of EmployeeBurnoutBY MAE MAÑACAP-JOHNSON

42

Best of Both WorldsWhen Spa Meets Traditional Medicine

BY MAE MAÑACAP-JOHNSON26

34

Mak ing Spas Pet-FriendlyBY MAE MAÑACAP-JOHNSON48

BY MAE MAÑACAP-JOHNSON

ImprovingMentalHealth

STATEOF


2 From Your Chairman

6 Pulse Preview

14 Pulse Points

16 Member Profile: Sanadome Hotel & Spa

Nijmegen • Standing Out in a Crowded Market

BY ANDREW DEWSON

22 Member News

BY TARA SALAH ELDIN & BRIANA LEE

24 Conversations: Dr. Amy Johnson

Author of The Little Book of BIG Change: The

No-Willpower Approach to Breaking Any Habit


pulse.experienceispa.com

Who's ready for some doggy love? A tie-in to one

of this issue's main features "Making Spas Pet-

Friendly," the cover highlights how spas continue

to see the value of becoming pet-friendly and how

they are elevating their level of customer service

by catering to a growing number of pet-loving

guests.

COVER PHOTO © SHUTTERSTOCK

24

57

64

32

IN EVERY ISSUE32 SEE + BE SEEN

57 A Day in the Life: Heidi Burkhart

CEO, Saxon/Hart


61 ISPA Foundation

62 Success Stories: Dr. Paul Evans

Mammagard Operations LLC

64 Ask the Expert: Scott Anthony

Innosight Managing Partner

66 ISPA News and ISPA Calendar

67 ISPA Snapshot Survey

68 Product Spotlight

71 Social Connections:

François Poucet

Managing Member

L’Essence Des Notes

72 End Notes

ABOUT THE

COVER

16


PULSE POINTS

RESEARCH:

Meditation Can SignificantlyChange the Brain

In a study entitled “Meditation Experience is Associatedwith Increased Cortical Thickness,” researchers dis-covered that meditation does not only help to reducestress, but can also change the brain’s gray matter, amajor part of the central nervous system that is

associated with memory and processing information. Research participants were asked to take part in an eight-

week Mindfulness-Based Stress Reduction program. UsingMRIs, the brain activities of the participants were measuredbefore and after the program.

According to Dr. Sara Lazar, one of the research authors anda neuroscientist at Massachusetts General Hospital as well asprofessor at Harvard Medical School, research data showedthat, after eight weeks of meditation, meditators have an

increased amount of gray matter in four regions of the brain,namely:1. Posterior cingulate – involved in mind-wandering and

self-relevance2. Left hippocampus – in learning, cognition, memory and

emotional regulation3. Temporo parietal junction (TPJ) – associated with

perspective-taking, empathy and compassion4. Pons – an area of the brain stem where regulatory neuro-

transmitters are producedIn addition, the research further discovered that the amygdala,

the fight or flight part of the brain which is important for anxiety,fear and stress, decreased in size among participants who wentthrough the mindfulness-based stress reduction program.

FOR MORE about the amazing plasticity of the brain and how to help improve your guests’ brain health, read“State of Mind” on page 34.

May 2016 � PULSE 15

Do you want to attract millennialsinto your spa? You may want toreconsider your no-pet policy.According to Stifel EquityResearch, millennials will not only

make up almost half of the workforce by 2020, theywill also soon surpass baby boomers as the largestpet-owning generation. Thus, if you intend to attractmillennials into your spas, inviting their furry friendsmay prove to be a good strategy for your business.

Millennials are also likely drawn to work forcompanies that are pet-friendly or those that supportand give back to animal welfare organizations.

According to a 2015 Society for HumanResource Management survey, eight percent ofworkplaces now allow employees to bring theirfurry loved ones to work, up from five percent in2013. The same survey found nine percent ofcompanies, such as Google, offered pet healthinsurance to employees.

There’s a practical reason behind somecompanies’ approval to bring pets to work. In astudy conducted at Replacements, Ltd. in NorthCarolina, researchers at Virginia CommonwealthUniversity found that nearly half of research partic-ipants who brought their dogs in reportedincreased productivity, while 25 percent said dogspositively affected their productivity.

Millennials Soon to Become Largest Pet-Owning Generation

FIND OUT HOW you can make yourspa or business welcoming to pet ownersand their furry friends. Read “Making SpasPet-Friendly” on page 48.

Attracting millennials to the spa may

soon mean catering to their need for a

pet-friendly environment.


MEMBER PROFILE

I t’s a perpetual business dilemma—how to stand out against thecompetition. A difficult andimportant enough dilemma if your

business location is far from the maddingcrowd. But what if your business locationis in one of the most densely populatednations on earth? For Sanadome Hotel &Spa, based in Nijmegen in theNetherlands, which has an estimated 16.9million population as of November 2015,

SANADOME HOTEL & SPA NIJMEGENStanding Out in a Crowded MarketBY ANDREW DEWSON

the answer is in providing outstandingservice and adapting to the needs ofmodern spa guests.

Visitors flock to the Netherlands formany reasons. It is a nation with aunique artistic and architectural heritage,the home country of Van Gogh, Vermeerand Van Dyke, while its distinct culturalidentity includes the famous tulip fieldsand windmills. It has also been a globalcenter of commerce and discovery since

the middle ages—when its spa culturefirst began to take root.

Spa TraditionNijmegen’s spa tradition may in fact bemuch older. It is the oldest city in theNetherlands, founded by Roman soldiersapproximately 2,000 years ago as astrategic military outpost to combatGermanic tribes. The Romans loved theirbaths and massages.


For Sanadome Hotel & Spa Nijmegen,its location, just one hour away fromAmsterdam, means catering to acompetitive local market that is bothdiscerning and traditional, as well as aninternational client base that expects thevery best in accommodation, treatmentand facilities.

Joost den Bieman, general manager atSanadome, says that growth in the spamarket has made quality and service itshighest priority. “The amount of spa andwellness companies in our country hasgrown tremendously since 2008,resulting in overcapacity. By followingthe right vision, continuing to providequality and an ambitious look at theneeds of our guests, we’re still a leadingspa and wellness company in theNetherlands.”

Marketing Director Pim de Vries saysSanadome’s philosophy helps it to standout. “It’s very tempting to do everythingonline but it’s important to combine old

media with new media,” he says. “Ibelieve that ‘old school’ still works forus. For example, we still create aphysical magazine for our loyal guests,which not many spas are willing tospend the money on these days. Itmakes us visible in a way that can belost in modern day social media commu-nication. Being a company that lets itscustomers know that we are in tunewith ecological issues, such as beepopulation decline, allows us to createcampaigns that speak directly to theconcerns that many people in our localmarket share.”

Customer DemandsAn experience shared by many otherspas over the last decade is the dramaticchanges in the needs of Sanadome’scustomers. The Netherlands, like somany developed nations, has experi-enced an explosion in the number ofadults (and children) with obesity

issues, resulting in greater demands forhealth and exercise options. The use ofSanadome’s Health Club, fitted out witha full range of modern exerciseequipment, is free to all hotel guests andthe hotel’s qualified staff can alsoprovide fitness and diet guidance.

There is a clear (and obvious) linkbetween changing diets and obesity.Unusually, the kitchens at Sanadome arerun by chefs who are also all fullyqualified nutritionists. “We offer ourguests balanced cuisine during theirstay,” says den Bieman, “which is partof our goal of bringing guests back toequilibrium of body and mind.”

From a business perspective, payingcareful attention to health issues canalso be a winning strategy.Governments, and perhaps even moreimportantly, insurance companies, wantto encourage their population andcustomers to live a healthier lifestyle andto include better eating choices in theirdiets. For Sanadome, it’s all part of“preventive relaxation.” Den Biemanexplains: “There is a clear benefit ofhealthy employees to all businesses—less absence through sickness and lower


MEMBER PROFILE

medical expenses. For our customers, itmeans using our total product as aresource for aging with vigor and fun.”

Signature TouchesThe hotel, which offers 106 luxuryrooms including 10 superior suites,almost all with balconies overlooking acentral courtyard, first opened its doorsin 1995. “Our facilities have a high levelof luxury, but comfort, accessibility, andeasy-to-use facilities are just asimportant,” says den Bieman. Its Asian-

JOOST DEN BIEMANGeneral Manager • Sanadome Hotel & Spa Nijmegen • Nijmegen, Netherlands

“We offer our guests balanced cuisine duringtheir stay, which is part of our goal of bringingguests back to equilibrium of body and mind.”

inspired cuisine, available in four on-siterestaurants, includes as much locallygrown and organic produce as possibleon its always-evolving menus. Executivechef Albert van Rheede even acts asSanadome’s in-house beekeeper, caringfor the hives and harvesting the honeyand wax that are so in-demand as spakitchen and product ingredients.

No spa is complete without its veryown signature treatment. At Sanadome,guests can enjoy a special relaxationmassage experience, an anti-stresstreatment designed to take into accountthe pressures of modern life. Steady,repetitive, light pressure from an experi-enced therapist results in a light tranceand superior relaxation.

Standing out in a crowded marketspace requires thinking outside the box:Sanadome has managed to separateitself by the quality of its accommo-dation, its progressive diet and foodofferings and by virtue of its extensivesalt and fresh water pools. The pools,fully equipped to cater for customerswith physical disabilities, helpsSanadome to effectively market itself asa specialty spa catering to improving thelives of guests suffering fromrheumatism, arthritis, osteoarthritis andfibromyalgia. Swimwear is compulsoryfor spa and hotel guests—it is alwaysworth checking in advance in Europeanspas if this is the case.


Square footage: 5,000

Number of treatment rooms: 23

Number of spa staff: 80 (40 fulltimestaff)

Guest ratio percentage (female vs.male): 60 vs. 40

Signature treatment: Anti-stressmassage

Product lines used: Thalgo, OPI,Lookx, Epionce

Address: Weg door Jonkerbos 906532 SZ Nijmegen, Netherlands

Phone: +31 (0) 24 359 72 80

Email: [email protected]

Website: sanadome.nl

ABOUT THE SPA

Smart MarketingThe final piece in the puzzle ismarketing. Most importantly, Sanadomerecognizes how a rapidly-changing worldof social media has changed the way itsspa guests communicate and that itmust do the same if it is going to stayahead. “The communications landscapehas changed enormously over the pastdecade,” says den Bieman. He alsorecognizes the need to give back and topartner with groups whose main aim isnot necessarily profit. “We stronglybelieve in partnerships, with a commonpurpose to achieve marketing success forboth parties. We work with partners thathave no commercial goals in the spaindustry, but share the same values. It isalso important that the partner is astrong brand in its own sector.”

Sanadome is an official EuropeanUnion-sanctioned Eco-Label hotel,which de Vries believes is another crucialmarketing tool. “We are going a bitfurther than most of our competition.This is the way we do business. Costsare important, of course, but usingsustainable practices and givingproducers and farmers a fair deal is alsoa high priority for us.”

One thing that never changes in thespa industry is the need to change. Byconstantly reviewing its menus andlistening to what its customer want,Sanadome has maintained a rich blendof local customers seeking traditionalDutch treatments along with an interna-tional clientele seeking cutting-edgetreatments and the highest-quality resortspa facilities. It’s a recipe that should

work to keep one step ahead of thecompetition. If that approach works in acountry where the population and thecompetition is as concentrated as it is inthe Netherlands, there is no reason whyit should not work anywhere else. n

� Nate Hardesty, based in Washington, D.C., has been appointed Regional VicePresident, Sales of Hyatt Hotels Corporation. Patrick J. Grismer has been namedChief Financial Officer at Hyatt Hotels Corporation in Chicago and ChristopherFinelli has been appointed Regional Vice President, Sales in Chicago.

� Sue Adkins—a 17-year veteran at Miraval Resort & Spa in Tucson, Arizona—hasbeen named Vice President, Program Development of the Miraval Group.

� ISPA Board member Ella Stimpson has been promoted to Director of Spa, Fitnessand Racquet Sports at The Spa at Sea Island in Georgia.

� San Diego-based company FIT Bodywrap has promoted Skylar Burnworth toBusiness Development Manager.

� Nemacolin Woodlands Resort & Spa in Farmington, Pennsylvania has appointedBen Campsey as Chief Financial Officer.

� ISPA Board Member Todd Hewitt has been named Corporate Spa Director forShangri-La Hotels and Resorts based in Hong Kong.

� Kristin Sabin, who previously managed Phytomer Group Brands’ Southwestregion accounts, is now a Regional Account Manager for the Northwest region.

� David Mariotti has been named General Manager at One Ocean Resort Hotel andSpa in Atlantic Beach, Florida.


MEMBER NEWS

THE SPA SHIFT Announcements marking spa industry players on the move.

BY TAR A SAL AH ELD IN AND BR IANA LEE

OPEN FOR BUSINESS1. Hiatus Spa + Retreat, based in Dallas, Texas has announced its

plans to open a fourth Texas location in San Antonio. The5,000-square-foot day spa plans to open its new location earlythis summer.

2. The Spa at Griffin Gate in Lexington, Kentucky has completedthe restoration of its 19th century mansion event space.

3. SpaTerre at Little Palm Island Resort & Spa on Little Torch Key,Florida has unveiled its multimillion-dollar revitalization,which includes a resurfaced pool, redesigned crushed seashellwalkways, enriched landscaping and upgraded suites.

4. Austin, Texas-based Spa Réveil has completed the addition ofa second couple’s suite and the expansion of its nail lounge.The expanded nail lounge can now accommodate largergroups and parties while the new couple’s suite offers spaservices in a romantic setting.

Patrick J. Grismer

Ella StimpsonSue Adkins

Todd HewittBen Campsey

David Mariotti

Skylar Burnworth

Kristin Sabin

Christopher FinelliNate Hardesty

1 2

3 4

MEMBER UPDATES1. Performance Health has introduced the Performance Health

Academy, a content-rich resource providing research, trends andarticles targeted primarily to physical therapists, chiropractors,massage therapists, athletic trainers and occupational therapists.

2. New York-based Gurney’s Montauk Resort and Seawater Spa hadpurchased its neighboring property, The Panoramic View Resort,to create a single hotel and spa complex.

3. The St. Regis Monarch Beach will open a Miraval Life in BalanceSpa, which will be managed both by St. Regis management andthe Miraval Group. The spa will have 24 treatment rooms andamenities that include yoga, nail salon and café.

4. Spas at the Mandarin Oriental Guangzhou, Hong Kong, andGrand Lapa Macau offered a series of one-to-one face readings,talks and workshops featuring face reader Eric Standop.

3

2

4

1


BRILLIANT IDEA1. jane iredale has announced the release of an iPad app now available for download. The jane iredale

Makeup Mirror app allows users to virtually try on shades of makeup using their finger like a brush.Users can then save, email or share their makeover results and can opt to have the products addedto their janeiredale.com shopping cart.

2. Starwood Hotels & Resorts Worldwide Inc. has announced a partnership between Westin Hotels &Resorts and FitStar by FitBit to offer guests a free 30-day trial of FitStar Premium, which enablestravelers to maintain their fitness routines. FitStar offers personalized video workouts, which can becombined with the hotel’s RunWESTIN program. The program provides three- and five-mile runningroutes in partnership with NewBalance.

With a heavy heart, the spa community mourns the loss of manyradiant souls who have left this world but whose lives will never beforgotten.

SAM BEALL, proprietor of Blackberry Farm, may have gone toosoon but his inspiring legacy will live on. Beall—who lived life to thefullest each day—was the driving force behind the multi-awardedproperty in Walland, Tennessee. Beall’s wife, Mary Celeste, will takeover the reins as proprietor of Blackberry Farm to help carry on Beall’svision, commitment and leadership.

CHARLENE FLORIAN, daughter of Kerstin Florian and VP ofCorporate Creative Development of Kerstin Florian International, willforever be a radiant light to those she touched. Although she will bemissed for her loving spirit, the spa community takes refuge inknowing that she will be walking through the light in the companyof her late father, Wayne.

2

1

IN MEMORIAM


PULSE: Your book title is interesting. Can youexpound more on what you mean by “the no-willpower approach” to breaking any habit?Dr. Amy Johnson: This approach is about insight—seeingsomething from within that changes our understanding ofourselves and our habits. Willpower, on the other hand, isabout changing our behavior first; trying to do things differ-ently and hoping the new behaviors stick. Willpower is doingwithout seeing, which is why it’s hard and rarely leads to deepor permanent change.

P: What leads us to form destructive habits?J: Habits are born out of an attempt to feel better; to get closerto “home.” Home base for all humans is peace and wellness.So when we aren’t there (and we humans are often not there!)we do what occurs to us from our current understanding to feelbetter. When a smoker or compulsive eater or obsessive smart-phone checker starts to get away from home base (i.e., not feelso great), their brain gives them a solution that numbs theirdiscomfort a bit — smoke, eat, or check their phone. Thoseactions reduce their discomfort a bit and a habit is formed.

P: You talked a lot about how the brain works in thehabit-formation process. Can you share some scientificinsights on this topic?J: Habits are very sticky because they work when it comes tofeeling better in the moment. Of course they create problemsand far more pain for us in the long-term, but they absolutelywork to help us feel comforted in the moment. Your brain is avery smart machine and it wants you to feel better—it notices

when you’re feeling badly and then, you take a drink, forexample, and suddenly feel a bit better.

The part of the brain from which habits operate (referred toas the lower brain in the book) is the same part of the brainresponsible for fight or flight and your basic survival. Your habitand your survival get a little confused—what starts as a simpleaction that produces some happy neurochemicals can quicklybegin to look like a matter of life or death to your lower brain.Anyone who has been in the grips of a strong habit can attestto the fact that urges can absolutely feel like a matter of life ordeath even though we all logically know they aren’t.

P: You wrote in your book that “insights” changesbehavior? What do you mean by this?J: In terms of our moment-to-moment behavior, we all do whatoccurs to us to do from the thoughts and understanding aboutlife we have in that very moment. When we don’t see or under-stand much, our options are limited. Our behaviors will bewhat occurs to us to do from that particular view of the world.But when we insightfully see things differently, new behaviorsand ways of being become available to us. Our behaviornaturally changes as a result.

Our understanding is a little like being on a glass elevator. Ifyou’re stuck on the bottom floor, you can only see so much.Your behavior is limited by what you see. But as you under-stand more and more about yourself, life, your habit, it’s likerising up to the upper floors on that elevator. From the top floorof a glass elevator, you see a very different reality than from thebasement floor. The behaviors and options available to youfrom that place are very different.

What leads us to form habits? What goes inside the brain during

the habit-formation process? And more importantly, how can we

break the destructive habits that could lead us to failures or poor

life decisions?

DR. AMY JOHNSON—psychologist and author of The Little

Book of BIG Change: The No-Willpower Approach to Breaking Any Habit

(New Harbinger Publications, 2016)—offers ways to understand

urges and embrace insights in order to change behaviors.

CONVERSATIONS WITH DR. AMY JOHNSON


To give a very simple example, imagine going back to 7thgrade. Chances are, if you went back to 7th grade now, as anadult, you’d behave quite differently than you did when youwere 13 years old and in 7th grade for the first time. You see lifedifferently now. It didn’t take willpower or explicit behavioralchange strategies—you didn’t have to pull out any tools or takelessons on how to act differently in 7th grade. You simply seelife and yourself in a very different way now than you did whenyou were 13, so your behaviors would naturally be different.

P: How important is it to learn about the power ofpersonal urges in order to better understand habitformation?J: I wouldn’t call urges “personal”—they are quite impersonal,actually. An urge is just your brain sending the message thatyou should do your habit so that you can feel better. Urges area healthy brain trying its best to help you out.

When people come to really see that as strong, hijackingand personal an urge might feel, it’s actually just a fleeting,impersonal, well-meaning signal from your brain that goesaway on its own, everything begins to change. The habit hasno more power.

P: You mentioned that, although willpower can be a toolto break a habit, it is the wrong tool to use. Why do yousay this and which tool should we use then?J: Willpower is changing behavior from the outside-in.It’s us deciding to do things differently from ourcurrent understanding. It’s often an uphill battlebecause—to return to the example above—it’s likebeing on the bottom floor of the elevator with thelimited vision we have there, and trying to dothings that people on the top floor tell us to do. It’slike trying to do 7th grade differently when you’re 13and still in 7th grade. It’s not natural and so it rarelyworks. When it does work, the change rarely sticks.

Most tools are outside-in in that way—we can all applysome rule to our behavior, but what happens when the tool nolonger works or when it’s not available? Insight changes youfrom the inside-out so that you don’t have to rely on Band-aid-like tools and techniques.

P: You talked about the power of pauses. How criticalis our ability to pause in making the right decisions?J: When we come to insightfully see that human experience


WHAT CAN WE DO to break addictivehabits? Click here to read more of Johnson’sexpert insights. Plus, for more about thebook, visit newharbinger.com.

Book you are currently reading: Always AlreadyFree (Discovering the Natural Wakefulness That WeWere Born With) by Enza Vita

App you use most often: Mylocal yoga studio has an appwhere I can schedule classesahead of time, and see whichteachers are teaching andwhich workshops are comingup. I’m on there a lot.

Way you live the spa lifestyle: Iprioritize my daily yoga practiceabove everything, next to myfamily.

The one habit you’d like to break: I’d like to bemore in the moment and think less

about the future. I’m staying opento insights around this.

Hotel amenity on your must-have list: A clean bed. I’mvery low maintenance.

PERSONAL SIDE NOTES

flows through us and that it’s not “ours,” it is not personal ormeaningful, and it’s always changing, we are a bit removedfrom it. There is a space there. In that space, we’re able topause and we get to make our own decisions rather than haveour lower brain lead us around, making habitual decisions forus. That space is gold when it comes to ending habits. n


Best It’s a marriage thathas long beenpredicted: the unionof spa and tradi-

tional medicine. Pulse, inits October 2010 issue,forecasted the integrationof spa and traditionalmedicine as one of thegame-changing trendsthat could redefine the spaand medical landscape ofthe future. Fast-forward totoday and this forecasthas turned into a realitywith the ground-breaking partnershipbetween Mayo Clinic

and Mandarin Oriental.The collaboration

inspired the launch of theMayo Clinic HealthyLiving Program atMandarin Oriental,Bodrum in January thisyear. The programcombined the research-based medical expertise ofMayo Clinic withMandarin Oriental’ssignature treatments andtherapies.

When Spa Meets TraditionalMedicine

BothOF

WorldsBY MAE

MAÑACAP-JOHNSON


The Birth of an Idea The seed of the idea was first planted at the 2014ISPA Conference & Expo. At the event, a casualconversation among Spa & Club Ideations LLCChief Operating Officer Jeff Kohl, MandarinOriental Hotel Group Director of Spa JeremyMcCarthy and ISPA Medical Director Dr. BrentBauer sparked discussions of a new type of spaoffering that focused on wellness for the growingnumber of health-conscious travelers.

The timing of the conversation was perfect. Atthe time, Mandarin Oriental was exploring optionsfor enhancing its wellness offerings, while MayoClinic was looking for channels through which todeliver its medical expertise and educate the globalpopulation on issues related to health and well-being. Recognizing the synergistic opportunitiesthat existed with the relationship—and thepotential for satisfying an unmet market need—theteam began exploring options for co-developing anon-site wellness program.

“This collaboration represents a new paradigmin the hospitality and medical industries. For thefirst time, a leading academic medical center hasentered into a strategic relationship with a premierhotel brand to approach the market with a jointvision for ‘preventive wellness,’” says Kohl.

McCarthy agrees. “The complementary natureof Mandarin Oriental’s holistic spa approach andMayo Clinic’s wellness philosophy will serve tomake the guest experience more meaningful,memorable, and effective for improved long-termhealth.”

Mutual Benefits From a branding standpoint, the Mandarin Orientaland Mayo Clinic partnership is a strategic collabo-ration. As two well-reputed international brands,the joint venture between Mandarin Oriental andMayo Clinic ensures that both brands are able todeliver a menu of healthy lifestyle products andservices that aim to reach the health-conscioustraveling consumer through a “destinationwellness” concept.

According to Kohl, the Healthy Living Programat Mandarin Oriental, Bodrum offers guests achoice of tailor-made experiences—from one-dayassessments to five-day retreats, as well as á lacarte services, that will benefit all guests by giving

“Mandarin Oriental Hotel Groupbelieves that travelers are looking for more robust wellness experiences. Working with the world-renownexpertise of Mayo Clinic helps thegroup deliver this in a way that

upholds the authenticityand quality that thebrand is known for.”

JEREMY MCCARTHYGroup Director of Spa • Mandarin Oriental Hotel Group • Causeway Bay, Hong Kong

“This collaboration represents a new paradigm inthe hospitality and medical industries. For the firsttime, a leading academic medical center has enteredinto a strategic relationship with a premier hotelbrand to approachthe marketwith a jointvision for‘preventivewellness.’”


p

1 3 3:46 PM

them practical, personalized andevidence-based guidance for living ahealthier life.

“Mandarin Oriental Hotel Groupbelieves that travelers are looking for morerobust wellness experiences. Workingwith the world-renown expertise of MayoClinic helps the group deliver this in away that upholds the authenticity andquality that the brand is known for,” saysMcCarthy.

In addition, Kohl says “the strategicrelationship also provides a channelthrough which Mayo Clinic can reach an

international population that may be lessfamiliar with its broad, deep medicalexpertise, building on its already favorablereputation and fulfilling its moralobligation to share its knowledge with theworld so that people everywhere can livehealthier, live better, and live longer.”

Overcoming Challenges Like in any type of partnership, there werea few initial hurdles to jump through.“The most significant challenge wasgetting better acquainted with eachother’s industry nuances. Learning about

and embracing each other’s operational,cultural, and social attributes was criticalto success,” says Kohl. “Though eachentity offers complementary services tocomplete the other’s product and serviceportfolio, getting to know the intricaciesof each entity’s way of doing businessrequired a substantial investment on thepart of both teams.”

Perhaps one of the most challengingcomponents of the partnership waslooking at every little detail. According toboth Kohl and McCarthy, bringingtogether all the “moving parts”—whichrequired input from multiple departmentsin each institution—proved to be compli-cated. Participation by departmentrepresentatives from legal, finance, supplychain management, human resources, IT,operations, marketing, etc., was necessaryin order for the joint venture to succeed.

Criteria CategoriesAccording to McCarthy and Kohl, for the program to be successful,each organization’s team should understand that alignment withinthe seven criteria categories was critical. By adhering to the criteriabelow, guests benefit from a more memorable experience andenhanced well-being.

l Commitment to qualityl Dedication to best-in-classservice

l Philosophical like-mindedness

l Shared vision and goalsl Spirit of innovationl Outcomes-focusedl Brand strength

JEFF KOHLChief Operating Officer • Spa & ClubIdeations LLC • Las Vegas, Nevada Fitness room at the Dan Abraham Healthy Living Center on the Mayo Clinic Campus in Rochester,

Minnesota.

(CONTINUED ON PAGE 30)

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BEST OF BOTH WORLDS

(CONTINUED FROM PAGE 28)

“This extraordinary level of collabo-ration was the result of a collegial mutualrespect that developed between teammembers committed to a single vision:improving the health and well-being ofguests by providing an evidence-basedexperience that is steeped in quality,” saysMcCarthy.

Sustainable Strategy Both Kohl and McCarthy agree thatcreating a sustainable strategy is vital tothe partnership’s success. Both spaleaders pointed out that the strategy toensure that the collaboration was bothsustainable and successful revolvedaround two key initiatives. First, it wasessential to continually monitor theguest experience and measure its effec-tiveness. “By giving guests a feedbackloop mechanism, we are able to incor-porate their input on an ongoing basisto improve the program,” Kohl says.

The key to long-term success is anequally focused commitment to growingand evolving the program. “By evalu-ating the guest experience, monitoringindustry trends and conducting research,we can develop new programs and

services to meet the needs of theincreasingly sophisticated traveler. It isonly by keeping the program fresh thatwe will keep it relevant to those we aimto reach,” McCarthy says.

On top of this, a robust mediastrategy with proactive outreach tojournalists in multiple cities was at thecore of the marketing plan. Journalistswere also invited to visit the property,tour the facility and interact withprogram staff.

Additional marketing initiativesincluded press releases, utilization ofMandarin and Mayo Clinic social mediachannels, in-room promotional materials,and outreach to local travel agents.

In many ways, the partnership wasnot simply a successful business ventureby two highly respected brands, butmore importantly, for the spa industry, itrepresented a groundbreaking collabo-rative model that promises to bring thebest of both worlds. n

How to Partner withReputableMedical HealthInstitutions Based on their collaborationexperience, Kohl andMcCarthy offer five things toconsider when exploring apartnership between spa andmedical health institutions:

Define the desired outcome ofthe initiative. Without identi-fying agreed-upon goals andmetrics, evaluating its impact iselusive at best.

Decide which organization maybe the best fit for collaboration:philosophically, culturally,financially, and from a brandperspective.

Determine if the experience ofthe collaborating entity alignswith your organization’s visionand fills identifiedproduct/service offering gaps todeliver the desired program.

Develop integrated programsthat combine the strengths ofboth partners in a seamlessway.

Delineate the scope of theprogram at the outset with theunderstanding that it willcontinue to evolve.

HOW DOES THE Mandarin Oriental and Mayo Clinic partnershiphelp change the way spas and mainstream medical health institutions collaborate to create personalized health programs?Click here to read more insights.

The scenic views at the Mandarin Oriental, Bodrum serves as the perfect backdrop for its Healthy

Living Program partnership with Mayo Clinic.


FIGHTING HUNGER. At itsgrand reopening, The Spa at TheBreakers located at Palm Beach,Florida, partnered with FEED bagsto provide 29,000 meals to adults andchildren nationally. The spa wasinspired to partner with FEED afterlearning about it at the 2015 ISPAConference & Expo.

SEE + BE SEEN

PSYCHIC READING. Located in Montgomery, Texas, Deer Lake LodgeSpa hosted medium and psychic Armand Egidi for a two-day workshop,personal consultation and readings. Held in conjunction with Deer Lake LodgeSpa’s regular health and cleansing program, the workshops gave guests the oppor-tunity to learn about the art of mediation.

IN MEMORY OF LORI.The spa community gathered in Sonoma,California to celebrate and honor the life offormer ISPA Board member and spaveteran Lori Hutchinson. #lovetolori

The Spa at The Breakers Director of SpaOperations Amy Retay with SylviaSepielli.


OFF THE PAGE. Apparel brand M byMind in Motion was seen on the pages ofthe book Strong Looks Better Naked byKhloe Kardashian, who wore the brand’sBreathe zip pocket hoodie.

LEARNING CENTER. Guests andteam members of Virginia-based UniversalCompanies attended the grand opening ofa first-of-a-kind Wellness & BeautyLearning Center. Located in Torrance,California, the 6,700-square-foot facility willserve as venue where a broad range ofwellness and beauty professionals mayattend classes and on-site training.

FROM PARIS WITH LOVE. L'Essence des Notes, a Frenchartisan fragrance brand, was officially launched in the U.S. market. Held atthe Vagabond Hotel in Miami, the launch was attended by L’Essence DesNotes CEO and Founder Huong Mangin, who came all the way fromParis to celebrate the milestone event with staff members, guests andinvited members of the press.

MODERN GRAPHIC. CND unveiled their new collection of hand-crafted nail designs at the Libertine’s Fall/Winter 2016 Show at SkylightClarkson Square in New York. On the runway, models wore nails thatfeatured graphic elements of modernism with sculptural extravagance invibrant and animated colors.

WANT TO BE SEEN IN PULSE? Send your post-eventnews and photos to [email protected] and find yourselfon the pages of a future issue of Pulse magazine.

L'Essence des Notes Managing Member and Verifrench CEO François Poucet,Huong Mangin and Verifrench Market Development Manager (U.S. Market) EvelynMiller.


n the spa lifestyle, the mind—along

with body and spirit—is one of the

three pillars that make up a picture

of complete health. Without a sound

mind, there can never be true well-

being. While spa professionals need to

be cautious to leave the act of treating

and diagnosing mental health disorder to

medical experts, spa professionals can help

educate guests on proper nutrition and lifestyle

changes that could promote better cognitive

functions.

“It is essential that from the moment a guest

arrives, and throughout their stay, spa profes-

sionals are alert to the critical importance of

addressing both mental and physical health

and wellness,” says Dr. Pamela Peeke, assistant

professor of medicine, Pew Foundation Scholar in

Nutrition and Metabolism at the University of

Maryland’s Department of Integrative Medicine.

MIND-BODY CONNECTION

Dr. Peeke, who was a speaker at the 2015 ISPA

Conference & Expo, stresses the need for spa

professionals to provide opportunities for guests

to improve their mental health because today’s

spa guests are more aware of the intercon-

nection of mind and body. “We have finally

forsaken the notion that mind and body should

be managed as separate entities. Science has

proven the existence of a single being, the

mind-body, and its countless intricate intercon-

nections, including hormone receptors and

nervous system pathways,” she says.

As scientific proof, she states that many

people are unaware that 90 percent of the mood-

modulator serotonin is secreted in the gut.

“Chronic stress and poor nutrition are two

factors that can decrease the gastrointestinal

tract’s ability to secrete optimal levels of this

essential body chemical. Every spa service or

product presents a golden opportunity to teach

the guest how they can optimize their mental

and physical health,” Dr. Peeke says.


ImprovingMentalHealth

STATEOF


Leigh Weinraub, founder of spa apparel brand M by Mind inMotion, believes that learning how to achieve an ideal state ofmental health requires cognitive and emotional training—andspas can be one of the most effective places to do this.“Countless people around the world are dealing with highlevels of stress, exhaustion and conflict,” says Weinraub, whoreceived her master’s degree in counseling psychology at theNorthwestern University. “If the spa experience is going tooptimize the impact on a guest’s life, it must provide servicesthat address the clarity of the mind and tuning of the body.Learning how to conquer mental ‘demons’ and quiet the mindmust become an aspect of spa.”

SCIENTIFIC EVIDENCEKendra Rice, director of spa & health club at TrumpInternational Hotel & Tower in Chicago, Illinois, thinks that,with more scientific evidence unfolding on the benefits thatspa treatments offer to the mind and body, spa guests arestarting to see the spa as a place of wellness. “Our main focusis the wellness and health of our guests and providing servicesthat put their mind and body in a better place than where theywere when they came in,” she says.

Yoga, for instance, has been known through medicalresearch to help decrease the stress hormone called cortisol,even hours after a session. “Both yoga and meditation are thesubjects of ongoing scientific research. We now have a muchdeeper understanding of the relationship between each practiceand its often profound health benefits,” Dr. Peeke says.

She further points to a report published on hindawi.comthat summarizes the current evidence on the effects of yogainterventions on various components of mental and physicalhealth. “There are randomized clinical trials indicating

beneficial effects of yoga on pain-associated disability andmental health, including post-traumatic stress,” she states.

In another study entitled Meditative Therapies for ReducingAnxiety: A Systematic Review and Meta-Analysis ofRandomized Controlled Trials, it concluded that there wassome demonstrated “efficacy of meditative therapies inreducing anxiety symptoms, which has important clinical impli-cations for applying meditative techniques in treating anxiety.”The report, however, stressed that “most studies measuredonly improvement in anxiety symptoms, but not anxietydisorders as clinically diagnose.”

In a recent study published in Biological Psychiatry,researchers used brain scans to show that people who practicemindfulness meditation had more activity and communicationin the parts of their brains that control stress. Furthermore, themeditators had lower blood levels of a marker of inflammation.

MENTAL HEALTH OFFERINGSYoga and meditation are not the only ways spas can helpencourage better mental health. “Eco-psychologists have shownthat a simple hike through nature can elevate mood and stressresilience,” Dr. Peeke says.

In addition, the use of aromatherapy has also been knownto improve one’s mental outlook and mood through scents.Trump International, for instance, offers treatments andproducts like aromatherapy oils and diffusers, heat neck wrapsand Thai and aromatherapy massage to guests needing to quiettheir minds.

“We also teach aromatherapy and candle light yoga, whichis unique to our property and assists in meditation andhealing,” Rice says. “We have also introduced a spa cuisine

“According to the WorldHealth Organization,one in four people in the world will beaffected by mental or neurologicaldisorders at some

point in their lives,including anxiety anddepression.”Kurotel - Longevity Medical Center and Spa uses the latest science to provide its guests

wellness programs designed to improve the overall health of their mind and body.



menu with foods based around mental health andwellness for our guests to enjoy. We have an amazingmembership-based fitness center that we introduce ourclients to because a good workout is proven to increasemental health and awareness and release endorphins.”

As for Weinraub, she thinks products that inspire positivitycould be a therapeutic tool. “We all need reminders of inspirationin order to practice them consistently. The innovation of M byMind In Motion WORDrobe was deliberately designed to inspirepeople to commit to self- improvement and mastery,” she says.“What a person wears affects how one feels and, ultimately, howone behaves. How we dress becomes our mood. Our moodbecomes our karma.”

Massage is another form of therapy that could help promotemental health—and there’s a growing science that backs up thisclaim. “The good news is that there is a growing literature of peer-reviewed studies showing the health benefits associated withmassage therapy,” Dr. Peeke says. For example, research publishedon pubmed.gov, indicated that “women with stage 1 and 2 breastcancer benefited from regular massage therapy to reducedepression, anxiety and anger while enhancing dopamine,serotonin and immune function.”

At Kurotel - Longevity Medical Center and Spa in Gramado,Brazil, Dr. Mariela Silveira says the spa offers comprehensive care,including medical and cognitive behavior daily support, physicalexercise, water treatments (at its Kneipp Hydrotherapy Complex),relaxation section (at its Stress Management Center), yoga,meditation (mindfulness), quality food, and social and groupactivities.

The spa is also actively involved with Global Wellness Day,with Kurotel founder, Dr. Silveira, and daughter, Rochele, servingas ambassadors in Brazil. In the past eight years, Dr. Silveira hasbeen in the forefront of educating the public on the benefits ofmeditation through the nonprofit organization Mente Viva (LiveMind) NGO. The organization brings the practice of meditationto children in participating public and private schools in Brazil.

EDUCATION, NOTDIAGNOSISDr. Silveira believes that it’simportant to educate guests onways to improve mental healthbecause a number of people may beaffected by anxiety, a feeling of emotional or physical burnout anddepression. “According to the World Health Organization, one infour people in the world will be affected by mental or neurologicaldisorders at some point in their lives, including anxiety anddepression. Around 450 million people currently suffer from suchconditions, placing mental disorders among the leading causes ofill-health and disability worldwide,” Dr. Silveira says. “Therefore, itis important that all health places, spas included, are aware ofthese conditions. For instance, people who may call themselvesstressed and tired who go to a spa may sometimes be experiencingmore than that. Some conditions can be caused from alcoholintoxication, addiction to drugs, hormonal problems such ashypothyroidism, sleep apnea, metabolic and altered nutritionalfactors such as low blood ferritin, low vitamin D and B12 in theblood, and many other causes.”

STATE OF MIND



“What a person wears affectshow one feels, and ultimately,how one behaves. How wedress becomes our mood. Ourmood becomes our karma.”

M by Mind in Motion's

WORDrobe inspires wearers

to be in the moment.


MYTH: Depression is not a real medical problem.FACT: Depression is a real and serious condition. The medicalcommunity has acknowledged the seriousness of depression andrecognizes it as a disease. We also know that genetic andbiological factors play a significant role in the development ofthis disease. And, it can have both emotional and physicalsymptoms and make life very difficult for those who have it.

MYTH: Depression is something that strong peoplecan “snap out of” by thinking positively.

FACT: You cannot sleep off depression, nor canyou assume you can flip some mythical switchand instantly elevate your mood. There is no“snapping” out of any medical condition, anymore than someone snapping out of heartdisease, cancer or diabetes. Depression and mentalhealth problems are not caused by lack of positivity, weaknessor laziness. They are serious health problems resulting fromchanges in brain structure or function due to environmentaland biological factors.

MYTH: Depression only happens when somethingnegative happens in your life, such as a breakup, thedeath of a loved one, or not getting the job promotion.

FACT: Everyone has ups and downs in life and as aresult may feel appropriately sad for some period oftime. However, depression is different. You don’tneed a bad event to precipitate depression. It canappear at random, even when things seem to begoing well. Prolonged periods of feeling helpless,hopeless and defeated, in association with apathy anddisconnection from people and activities around you, areindicative of depression.

MYTH: Medication is the only way to treat depression.FACT: Research conducted by the National Institute ofMental Health has shown that in addition to some form of talktherapy (e.g. cognitive behavioral therapy, dialectical behaviortherapy), people suffering with depression can take advantage ofa whole spectrum of wonderful therapeutic modalities that canbe used in a comprehensive program to treat depression andrelated mental health conditions. Experiential therapy, art andmusic therapy, massage therapy, nature adventures, spiritualendeavors, meditation, physical activities of all kinds includingmind-body modalities such as yoga and marital arts, are someexamples of this ever-expanding field of therapeutics.

MYTH: Depression will just go away on its own.FACT: If an individual truly has depression, you cannot will itto go away. Ignoring it will often cause it to worsen over time.This can be weeks, months, even years. Depression can lead tosuicide, the third leading cause of death for 18 to 24 year olds,reinforcing the importance of seeking treatment. The good newsis that most people do get better with treatment. The WorldHealth Organization reported that 60 to 80 percent of individualspositively respond to a combination of medication andpsychotherapy treatments.

MYTH: Talking about depression only makes it worse.FACT: It is important to verbalize the experience ofdepression, as it’s unique to each individual. Talking aboutit makes it real, validates its existence and drives homethe importance of confronting, not ignoring it.Speaking about it usually is a relief to the individual,who often carries the burden of this medicalcondition alone. People often do not talk about

depression and mental health in general because ofthe perceived fear of social stigma and judgment. Instead,speaking to a professional as well as compassionate people in theindividual’s life (family, friend, religious/spiritual leader) can beimmensely helpful.

MYTH: Depression is only about feeling sad.FACT: Sadness is definitely one symptom ofdepression. But mental health conditions like depressioncan also emerge more subtly, first manifesting with

persistent symptoms such as changes in appetite andquality of sleep, feelings of worthlessness and changes inbehavior such as the loss of interest in daily activities.

MYTH: Men are more likely to suffer from depression.FACT: Women are twice as likely to experiencemajor depression than men. They are also up to three times moreapt to suffer from anxiety disorders or to attempt suicide.

MYTH: Depression is not passed on by genetics.FACT: Scientists believe as much as 40 percent of thosewith depression can trace it to a genetic link. Environmental andother factors make up the other 60 percent. Research has alsoshown that people with parents or siblings whohave depression are up to three times more likely to have thecondition.

The Truth About DepressionThere are many myths about depression. So what’s the truth? Dr. Peekedebunks some of the common myths surrounding this mental disorder.


ISPA Medical Director Dr. Brent Bauer, however, stresses thathaving knowledge about mental health should not be miscon-strued that spa professionals should diagnose or treat mentaldisorders, such as depression. “I think it is good for us to givesome guidance about what to look for and how to direct theindividual to proper mental health professionals. Once thatperson is safely working with a mental health team, then we canlook at things like massage as adjuncts to that medical therapy,”he says.

Dr. Peeke agrees: “It is important for spa professionals to knowtheir scope of practice. Only a credentialed and licensedpsychotherapist or counselor can provide approved therapy to aclient who has been found to display significant depressivebehavior. Keep in mind that, whenever there is any doubt aboutanyone’s mental health, always seek professional help andguidance in dealing with that individual.”

TELL-TALE SIGNSWhile social withdrawal is one of the warning signs of extremeanxiety and depression, tell-tale signs of mental issue may alsoinclude a drop in personal and/or professional functioning, diffi-culty in concentrating and solving problems, a sense ofdisconnectedness, extreme nervousness that impact sleep,apathy or loss of interest in others, dramatic mood swings,changes in appetite, dependence on drugs, decline in self-care,increased sensitivity to stimulants like sights and sounds, illogicalbehavior and suicidal thoughts or intent to harm others.

“Spa professionals need to pay attention to each guest’s mood

and state of mind. Issues related to mental health problems canbegin early in life. One half of all mental illnesses begin by age 14and 75 percent begins by age 24,” says Dr. Peeke.

As for Weinraub, she says it’s important to be present in themoment to see the emotions that are occurring and be coura-geous enough to speak up and offer support to guests, or evenpeers, suffering from early signs of anxiety and depression.“Listen—be willing to ask questions that allow a dialogue tohelp people look inward. Advocate—be sure to suggest that aprofessional expert might be useful and/or necessary,” sheadvises.

OFFERING SUPPORTDr. Peeke says, when listening to someone with anxiety ordepression, it’s important to listen without judgment and allowthe person to set the pace of the conversation. “Avoid clichédcomments—do not say things like ‘It’ll all be fine,’ ‘Hey, lightenup,’ ‘Oh heck, you’re not depressed!’ These comments are nothelpful and tend to diminish the person’s experience withdepression. Instead, say ‘What can I do to help you?’ or ‘Isthere anything I can do to help you?’ If someone admits tobeing depressed, be aware that they may also be feeling shame.You can share with them that depression is a medicalcondition, not a failing or a flaw. And, that treatment is veryhelpful and accessible.”

In addition, it is also a good idea to invite spa guests or peerssuffering from anxiety to participate in something joyful, such asa lunch, walk, hike, or any activity that could benefit that person.

STATE OF MIND


“It is important for spaprofessionals to know theirscope of practice. Only acredentialed and licensedpsychotherapist orcounselor can provideapproved therapy to a

client who has been found to display significantdepressive behavior.”Trump International Hotel & Tower offers treatments that help improve mental

outlook, such as aromatherapy, yoga and Thai massage.


Dr. Pamela PeekeAssistant Professor ofMedicine, Pew FoundationScholar in Nutrition andMetabolism • University ofMaryland’s Department ofIntegrative Medicine

ROCKVILLE, MARYLAND

FEATURED SOURCES

Kendra RiceDirector of Spa & HealthClub • Trump InternationalHotel & Tower

CHICAGO, ILLINOIS

Leigh WeinraubPresident • M by Mind inMotion

SAN FRANCISCO, CALIFORNIA

Dr. Brent BauerISPA Medical Director •Mayo Clinic Healthy LivingProgram

ROCHESTER, MINNESOTA

Dr. Mariela SilveiraMedical Director • Kurotel- Longevity Medical Centerand Spa

GRAMADO, BRAZIL

“Never push them to do it. Share the invitation and allow thatperson to decide,” Dr. Peeke says.

If a guest or peer is clearly demonstrating depressive behaviorand you are concerned that the symptoms are worsening, be sureto inform a key contact on your team (e.g. supervisor or manager).“Never ignore someone’s suicidal thoughts. If they state they feelthey would do harm to themselves or others, it’s important to askthem directly if they are truly considering this kind of action. If theanswer is yes, immediately contact your supervisor so that he orshe may get help for the person, even if it means taking them tothe emergency department of the hospital.”

FACING THE CHALLENGESFor the spa industry to truly make an impact in helping raiseawareness on mental health, Dr. Peeke says spa professionalsneed to know that more than 75 percent of the reasons whypeople seek help during a visit to their primary care provider arestress-related.

“As spa professionals begin to appreciate the enormity ofthe new science showing impact of stress on the mind-body,they can embrace an opportunity to help in a more compre-hensive way,” she says.

The first challenge she sees facing the spa industry ismaking people aware of this eye-opening new science. “To doso requires packaging this new information in a consumer-friendly way that references credible, published science. Thisdata would reflect both the mental stress-body connection, aswell as credible interventions that the spas offer to help clientsimprove their stress resilience,” she says.

In addition, she stresses the importance of building bridgeswith traditional medical institutions. “Spas need to think aboutways to partner with traditional Western and complementary

institutions to change the spa stereotype from pamper toprevention, from a one-way one-stay approach, to anintegrative spectrum of services. The global spa and wellnessindustry needs to network with mental health educators andthe health care sector in general to create preventive andtreatment strategies to optimize mental health.”

Finally, to accomplish this goal, Dr. Peeke points out theneed for spas to hire qualified staff members who are more fullyeducated about potential mental health challenges faced bytheir clients. “It’s imperative to identify the skill sets needed,provide a curriculum, tools and educational resources andmaintain ongoing staff education, as the mental health field israpidly changing,” she says.

Dr. Silveira, who spoke at the New York Times Travel Showabout brain health, agrees that there are opportunities for thespa industry to play an active role in educating guests aboutbrain health. “The modern concept of neuroplasticity, thebrain’s ability to change throughout life, has shown us that wecan change emotional and behavioral patterns through trainingand with the right attitude,” she says.

In addition, she stresses the value of generosity as a way to findhappiness and develop a sound mind. She states: “Recentneuroscience findings have also shown that there is no happinesswithout compassion. Thus, self-esteem, love and empathy towardothers are key parts to live with greater well-being,” n

WANT TO ACCESS a wealth of medicalresearch about the effects of massage,yoga, aromatherapy and meditation onthe brain? Click here to access a list ofstudies compiled by both Dr. Peeke andDr. Bauer.


“A burned-out employee is an unproductive, unhappy and

disengaged employee. No one benefits from that. The employee

suffers, the customers suffer, and the business suffers.” — BRYAN K. WILLIAMS


ou’ve likely been there

before: Feeling like your

job is sucking the life out

of you. Burnout—the mental,

emotional and physical

exhaustion caused by chronic

stress at work—is a modern-

day workplace epidemic. With a

culture that expects instant,

24/7 and on-the-go

connection, the risk of feeling

overwhelmed, stressed and burned-

out has become

much higher than

ever.

Your employees might be

displaying the tell-tale signs of job

exhaustion. Can you

tell the warning signs before they

completely push employees out of

the door? Do you know how to

help

so they can overcome any sense of

exhaustion and stay motivated


Tell-Tale

ofSigns

BurnoutEmployee


-“Any successful business requiresemployees who are operating at the bestversion of themselves. A burned-outemployee is an unproductive, unhappy,disengaged employee. No one benefitsfrom that. The employee suffers, thecustomers suffer, and the businesssuffers,” says Bryan Williams, chiefservice officer at B.Williams Enterprise,LLC, based in Bowie, Maryland.

Faith Freeman, chief creative officer atPrimal Elements, located in HuntingtonBeach, California, agrees that employeeburnout has a direct impact on customerservice. “It’s important to addressburnout among employees so that itdoesn’t impact the customer and guestexperience in a negative way. It isalways important to keep staff in apositive and winning attitude,” Freemansays.

Warning SignsKate Mearns, principal consultant at 5Spa Consulting, LLC in Williamsburg,Virginia, says it is critical that spadirectors and business owners preventand recognize early signs of employeeburnout because it can become conta-gious.

“If just one employee displays thesigns of burnout, a spa director or ownermust know the sentiment is toxic andwill quickly spread throughout the staff,”she says. “In my experience, employeeburnout begins to manifest itself

through a slip in an employee’s overallperformance, as well as their interactionand communication with others. Thismay include performance deficits suchas tardiness, adherence to schedules oreven small guest service issues. The‘burned-out’ employee begins toseparate from the group and avoidleadership.”

Williams sees similar warning signs,adding that high absenteeism, alongwith an inclination to do only theabsolute bare minimum of job require-ments, are often signs of a burned-outemployee.

Jacquee Thompson, spa manager ofSiSpa at Fort Lauderdale MarriottPompano Beach Resort & Spa in Florida,says a noticeable decline in positiveguest feedback and satisfaction isanother good indicator of work burnout.

Primal Elements Sales & MarketingDirector Mitchell Freeman says it isn’talways easy to pinpoint if an employeeis burned-out from work or simply facingpersonal issues; however, there are clearsigns that one is losing his or her edge.“Whether it’s on the manufacturingfloor or the customer servicedepartment, you’ll notice decreasedproduction and poor quality in dailywork. A lack of interest in daily tasksand a less than positive attitude whendealing with customer issues is a signthat there is something going on withthat employee,” he says. He adds that

radical change in the physicalappearance of an employee, such asfailing to dress appropriately for work, ora slipping personal hygiene, could alsobe a clue that an employee is feelingburned-out.

Potential FactorsThere are many factors that couldcontribute to an employee feelingburned-out. “In my opinion, the topfactor leading to employee burnout isignoring the small stuff. Employees arevery resilient and loyal. However, whenthere is an issue in the spa which affectsthe staff and management does nothingto correct it, over time, employees beginto reciprocate the apathy,” says Mearns.

Williams points to uninspiringleadership as another factor that couldcause employees to feel less motivatedat work. “This is why it’s important tofind out key motivational triggers foreach employee and use them regularly,”he advises. It’s also important, he adds,to manage individual workloads in orderto not overwhelm staff with unrealisticwork goals.

Thompson says managing workloadswill also allow team members torecharge their energies. “We often hearfrom our therapists that it is importantfor them to have some downtime inbetween appointments. Certain treat-ments, such as deep-tissue massage, canindeed be physically tiring to deliver, so

“Cross-training allows the employee to work in differentareas rather than face the tedium of constant repetition.This keeps things interesting when the employee isfaced with a new and stimulating challenge.”

— MITCHELL FREEMAN


it is essential that the therapist hasadequate time to regroup betweenservices, so that each and every guestreceives the therapist’s best,” she says.

When assessing what may becausing work burnout for employees,Mearns suggests that spa directors andowners need to look at themselves first.“Often the cause of burnout is poormanagement. Let’s take the example oflow or inadequate staffing levels. If anemployee is asked to work extendedshifts to cover guest requests or a largeholiday weekend, most staff memberswill be very accommodating to help theteam; however, if they are asked tocontinually adjust their schedules to

help with demand, they will quickly loseinterest in helping—a sign of burnoutand fatigue.”

Stress BreaksTo help combat stress, Freeman suggestsgiving the team member new andchallenging tasks to help them refocustheir attention and keep them motivated.“We require our employees to takeFederal-mandated breaks. If this doesnot work, we encourage them to taketime off to refocus,” she says.

Mitchell, on his part, believes thatcross-training in various aspects of theoperations could help keep things freshand interesting for an employee, helping

to combat any feelings of boredom orexhaustion in the process.

“Cross-training allows the employeeto work in different areas rather thanface the tedium of constant repetition.This keeps things interesting when theemployee is faced with a new andstimulating challenge,” he says.

In addition, Mitchell says, as acompany, Primal Elements holdsmonthly lunches to allow employeesfrom all departments to sit and dinetogether as well as share their experi-ences. “We also provide our employeeswith knowledge—this could be infor-mation about new and excitingdevelopments in the company, such as

“It is important to address burnout among employeesso that it doesn’t impact the customer and guestexperience in a negative way. It is always important to keep staff in a positive and winning attitude.”

— FAITH FREEMAN

SiSpa at Fort Lauderdale Marriott Pompano Beach Resort & Spa (seen above) motivates employees to stay engaged at work by providing them coaching and

regular feedback.


landing an important new account. Thiskeeps the employee engaged and theyare able to share in the excitement andpositivity,” he says.

Encouraging staff members to takestress breaks, even if that means a quickminute or two, are necessary means toprevent burnout. “We are fortunateenough to be located directly on agorgeous beach. I even remind myselfsometimes to take a few minutes to walkoutside and remember to take advantageof the beautiful place where I work.Sometimes, that quick reality check is allit takes to decompress,” Thompson says.

Team SupportMearns says team support is a criticalcomponent to helping a burned-outemployee. “Remind the staff that every

day at the spa requires a team effort.The number one responsibility any staffmember has is to wave the white flagwhen he or she needs help! A managerwill quickly come to the rescue andalleviate the tension, a precursor toburnout,” she says.

Mearns further recalled that, as aprevious spa manager, there had beentimes in the past when she hadwitnessed an employee’s stress levelselevate. “I stepped in and required theemployee to do a lap or two outside thespa in order to take a deep breath,realize the issue is not that big in thescheme of things and return refreshed,”she recalls.

Williams says, amidst the daily grind,it’s easy for employees to forget the spa’smission and values, leaving them to

sometimes feel stressed out or frustratedover things that may not matter asmuch. “Regularly remind employees ofthe organization’s vision, mission andvalues. This means reminding them ofthe ‘why’ our business exists in the firstplace; what we are trying to achieve andhow will the world be better because ourbusiness exists,” he says, furtherstressing the need for one-on-oneconversations that are genuine, heartfeltand focused on the well-being of theburned-out employee.

Freeman agrees, stating that havingan open-door policy will help encourageemployees to address any concerns andallow spa directors and owners to nip inthe bud any potential work burnoutscenarios in the future.

ALLEVIATING STRESSAfter recognizing that an employee is burned out at work, what can spa directors and owners do to help alleviate any work-related stress? Thompson offers the following tips:

l Engage associates in the development of schedules and rotations.

l Anticipate workload and proactive distribution of shifts.

l Add additional breaks to therapists’ work days to ensureproper rest between physically intense appointments.

l Offer them additional days-off on quieter days for them to rest.

“We often hear from our therapists that it is important for them to have some downtime inbetween appointments.”

— JACQUEE THOMPSON


Bryan K. WilliamsChief Service Officer •B.Williams Enterprise, LLC

BOWIE, MARYLAND

FEATURED SOURCES

Faith FreemanChief Creative Officer •Primal Elements

HUNTINGTON BEACH,

CALIFORNIA

Mitchell FreemanPrimal Elements Sales &Marketing Director •Primal Elements

HUNTINGTON BEACH,

CALIFORNIA

Jacquee ThompsonSpa Manager • SiSpa atthe Marriott PompanoBeach Resort & Spa

POMPANO BEACH, FLORIDA

Kate MearnsPrincipal • 5 SpaConsulting LLC

WILLIAMSBURG, VIRGINIA

1:47:38 PM

Important FeedbackMany times, employees feel stressedover performance reviews and whetherthey are meeting goals and expectations.To minimize any added stress, settinggoals early and providing regularconstructive feedback are bothimportant.

“First of all, when an employee ishired, setting clear expectations isessential. In fact, setting expectationsshould occur during the interviewprocess,” says Mearns. “Second, on-going communication is vital. Employeesneed to know how they are doing andwhat their guests are saying. Employeesneed to feel supported in the fact thatmistakes happen and that, together, theywill fix them, learn from them and moveon.”

Many spas and companies rely onannual or semi-annual appraisals versuson-going feedback, which Williams saysis a common mistake. “People arehappier when they know where theystand and what is expected of them atwork,” he says.

Thompson says creating a culturewhere regular feedback is welcomed isnecessary to help immediately resolveissues and concerns; therefore,preventing issues from becoming afactor of burnout down the road.

“It’s part of our culture to givefeedback and provide coaching toemployees, so that their efforts stayaligned with the goals of the companyand meet expectations. We provideformal and informal feedback toemployees throughout the course of theyear and regularly meet one-on-one toreview the business objectives, targetgoals and listen to their input as to whatincentives or operational changes can bemade to facilitate their performance,”she says.

Overall, the best way to addresswork-related burnout is prevention.Good managers are those who are ableto anticipate potential stress factorswithin one’s team, preventing suchstress-filled scenarios from happeningand overwhelming the team. Moreimportantly, good managers model thebehavior of recharging their energies inorder to encourage team members tostay motivated, keep on with theirmission and find renewed joy in whatthey do. n

HOW DO YOU encourage other staff members to helpidentify early signs of employee burnout? Click here to readmore insights.

“Employees are very resilient andloyal. However, when there is an issuein the spa which affects the staff andmanagement does nothing tocorrect it, over time, employees beginto reciprocate the apathy.”

— KATE MEARNS


Pet-FriendlyMakingSpas

BY MAEMAÑACAP-JOHNSON

Four-legged friends are pampered with plush Majestic beds at Tideline Ocean Resort & Spa.


It is not surprising that more and more people bring their petseverywhere they go, including to spas. This means that, forspas and businesses that want to make customer satisfactiona priority, it has become imperative to create a pet-friendlyenvironment for guests.

“It is estimated by the American Society for the Preventionof Cruelty of Animals that 37 to 47 percent of households havea dog and 27 to 37 percent of households have a cat. Animalowners are often as passionate about their pets and the welfareof animals, as they are about their human family members,”says FarmHouse Fresh VP, Sales of Business Development DeliaMcLinden. “It’s also proven that having a pet is a benefit toyour health by lowering blood pressure and stress. ‘Feel good’endorphins rise whenever you are with pets.”

Elena Volnova, CEO of Dog Fashion Spa, a New York-based company that sells luxury products for pets, saysstatistics don’t lie: Many of today’s spa guests are ‘petparents.’ “They want to be pampered and they pamper theirpets as well. Many travel with their pets and don’t want toseparate from them. Showing them that you care about theirpets is an important part of creating customer loyalty andproviding an exceptional spa experience,” she says.

Frederic Vidal, managing director of The Spa at LasVentanas al Paraiso, A Rosewood Resort located in Baja

ou’ve heard the old truth: “A dog is a man’s best friend.” Whether you

lean more toward a fluffy collie, a fur-ball Himalayan cat or some other

friendly pet, animal companions provide more than just unconditional

love. In fact, research entitled “Usefulness of Pet Ownership as a Modulator

of Cardiac Autonomic Imbalance in Patients with Diabetes Mellitus,

Hypertension and/or Hyperlipidemia” published in The American Journal of

Cardiology indicates that pet owners are more likely to adapt better in stressful situa-

tions than respondents without pets.

California Sur, Mexico, shares Volnova’s perspective. “Just asour human guests can enjoy rejuvenating massages, deliciouscuisine and one-on-one service from butlers at Las Ventanasal Paraiso, we want their pets to enjoy their own spa treat-ments, dog butler service and even their own pet menus,”Vidal says.

VIP TreatmentDog Butlers at The Spa at Las Ventanas provides VIPtreatment to four-legged guests. Part of their job is to takepups on daily walks on the beach, create tailor-made menus,give them special dog massages and treat them to “doga”classes.

“The ‘Dog Butler’ amenity was launched when we re-opened last summer, and we’ve found that it makes thevacation experience more relaxing and luxurious for petowners. For example, guests will never have to wake up earlyto take their dogs out, or cut dinner short to walk them atnight; the dog butlers will handle that chore so that guestscan truly relax and enjoy their vacation,” Vidal says.

The spa’s Dog Butlers can also organize special birthdayparties or celebrations for dogs and their friends, both humanand canine, to attend. “For many pet owners, their dogs arepart of the family, and Las Ventanas al Paraiso believes that

“Animal owners are often as passionate about theirpets and the welfare of animals, as they are about theirhuman family members.”

— DELIA McLINDEN


“Showing [spa guests] that you care about their pets isan important part of creating customer loyalty andproviding exceptional spa experience.”

— ELENA VOLNOVA

toys, beddings and more,” says Spa Director Rianon Cepriano.The program also includes creature comforts like

specialized leashes, collars, litter boxes and pooper scoopers;hotel amenities like dog-walking routes, pet placemats andwater bowls; special treats like rawhide bones, catnip andscratching poles; pet-walking and pet-sitting services as wellas in-room-only canine massage treatments.

Another spa that is known to be pet-friendly is TidelineOcean Resort & Spa at Palm Beach, Florida. “Tideline hasbeen named a top pet-friendly hotel in the south, and theKimpton brand is recognized for welcoming pets. Among theamenities we provide include: a plush Majestic bed, GreeniesDental Chew treats as a turn-down amenity, a concierge listof nearby pet-friendly restaurants, parks, groomers and petboutiques, door hangers to alert other guests and staff that a

dogs should be treated just as well as their human lovedones,” he says.

Volnova agrees: “The way we treat pets, dogs in particular,has changed dramatically. Pets are considered family membersand dog owners have become ‘dog parents.’ From nutrition toaccessories and personal care products, there are opportu-nities to introduce products that will allow dog parents totake better care of their ‘fur babies.’”

Over at Spa Oceana at the Loews Don CeSar Hotel at St.Pete Beach, Florida, guests may avail of the Loews Loves PetsProgram. “Loews Hotels was the first national hotel chain tolaunch a pet program with the introduction of Loews LovesPets in 2000. The program treats four-legged friends like VIPs(Very Important Pets), providing amenities that include aspecial pet room-service menu, a list of local pet services, pet

Dog Fashion Spa gives pet parents a reason to

spoil their adopted furry "kids."


“In our first month of launch [of ourDog Bed Fairies campaign], wehave raised enough funds to fulfillwish lists from four shelters in Texas,Georgia, Florida and Nevada.”

that don’t have beds in local shelters as well as raise funds fordog beds. “We heard this and wanted to help, so we took allour funds for holiday gifts and bought beds for that shelterand a handful of others in need of beds. It’s hands-down themost rewarding animal initiative we’ve been a part of sinceopening our FarmHouse Fresh Ranch,” says McLinden.

As part of the campaign, FarmHouse Fresh published an18-page, hard-cover picture book, Is It True They Call You theDog Bed Fairy? It features images of loveable, homeless dogs,and retails on farmhousefreshgoods.com. A donation of US$7for every US$10 book purchase is used to buy dog beds for

pet is in the room, courtesy bags for walking your dog, andan open invitation to the nightly wine reception where petsare welcome to join their humans for complimentary wine,”says Director of Marketing Kate Connor.

Dog Bed FairyMany businesses have found creative ways to appeal to pet-loving guests. FarmHouse Fresh, for one, launched its “DogBed Fairies” campaign after news reached the team that avolunteer at a local animal shelter slept on concrete floorduring wintertime to help simulate what it felt like for animals

The FarmHouse Fresh team delivers dog beds to a local animal shelter.


media using #DogBedFairy, and tag the company on its socialmedia channels. Each month, the company picks randomfairies who posted a photo using the correct hashtag, andsend the winning fairies a free, limited-edition poster print ofpages from the book.

Policies and ChallengesSpas wanting to welcome pets into their properties need tolook at all important details before rolling out any pet-friendlyservices and amenities, including putting policies in place.

“Every animal is different, so it can be challenging to adaptto their unique personalities and desires. However, our DogButlers appreciate all their differences and are skilled atadapting to each pet’s needs,” says Vidal. In order to ensurethat guests’ privacy is not disturbed and property is notdamaged, the spa made it a policy to conduct pet massages

select shelters, rescues and nonprofit organizations. “In our first month of launch, we have raised enough

funds to fulfill wish lists from four shelters in Texas, Georgia,Florida and Nevada. We are carrying our donation book, justas we would any other FarmHouse Fresh product, and makinga long-term commitment to keeping donations flowing in,with the goal to keep selecting shelters in need to be recip-ients of beds,” says McLinden.

To help spread the word, a social media strategy was putin place wherein online followers are encouraged to take partof an online challenge to become “FarmHouse Fresh Dog BedFairies.” With each purchase, the reader will receive awelcome email with instructions on how to upload a selfie orphoto of a friend or family member they are gifting. Withintwo business days, the company sends back a customizedDog Bed Fairy photo which the reader can post on social

“The ‘Dog Butler’ amenity was launched when we reopenedlast summer, and we've found that it makes the vacationexperience more relaxing and luxurious for pet owners.”

— FREDERIC VIDAL

Dog Butlers at The Spa at Las Ventanas offer pet owners on vacation valuable

customer service, taking care of daily walks with pets, giving special dog

massages and creating tailor-made menus for the hotel's furry guests.



outside of the spa in the privacy of the guest’s suite or villa oron the beach.

Cepriano echoes Vidal’s points, stating that Spa Oceana atthe Loews Don CeSar Hotel offers only in-room caninemassage treatment to avoid any potential disruptions at thespa. “The only challenge that might occur is that the puppywould rather cover the massage therapist in puppy kissesinstead of sitting still for the service,” she says.

To ensure that any pet-friendly program or amenitysucceeds, Vidal thinks training and careful staff selection isimportant. “All of our associates at Las Ventanas al Paraisoreceive a great deal of training for their roles, and our DogButlers are no exception. Among our talented associates, weselected those who are most passionate about animals to stepinto this new role. They have a real gift for putting our guests’pets at ease and making them feel happy and comfortable atour resort,” he says.

Aside from staff training, Cepriano says it’s important to

barbara closePresident/Founder • Naturopathica •

New York, New York

name of pets: pearl & FrankieBreed: Wire-haired dachshunds

“All of my furry creatures keep me

laughing, one of the best wellness

practices. On the weekends, we like to

chase rabbits and squirrels. Trust me, it’s

quite a workout jumping over bushes

and underbrush! I don’t think I’ve been to

a gym in more than 10 years. I also have

two horses, a 25-year-old Thoroughbred

and a 19 hand Percheron at my home in

Orient on the North Fork of Long Island.”

ella stimpsonDirector of Spa, Fitness and Raquet Sports •

The Spa at Sea Island • Sea Island, Georgia

name of pet: zoeBreed: Boxer

“She is the most loving dog in the world

and I don’t know if she’s happier sleeping

on my lap or running through the surf at

the beach. She loves unconditionally and

makes me feel whole. I feel guilty when I

leave her some evenings to have a lovely

meal on Saint Simons Island or Sea Island,

so I always bring her a little bit of my

leftover by way of apology. I think she likes

it.”

ellen burnsNortheast Business Manager • [ comfort zone ]

north america • New York, New York

name of pet: lucyBreed: Boston Terrier

“Lucy is a very friendly Boston Terrier

whom I have brought into spas and

salons that are dog-friendly. Lucy loves

people and I spoil her by buying her

treats and toys when I travel.”

Furry guests are treated like VIPs (Very Important Pets) at Spa Oceana at

the Loews Don CeSar Hotel with a special canine massage treatment.


properly, helping them pick and buy pet amenity products,and training the staff on simple pet spa treatments,” she says.

Marketing MattersGiven that not all spas or businesses are pet-friendly, spasshould leverage this unique feature by having a marketing planin place.

Spa Oceana at the Loews Don CeSar Hotel promotes itsLoews Loves Pet program daily through its hotel website.“Guests that log on to the website have full access to all theinformation about the amenities that we offer to our animalVIPs,” says Cepriano.

Its most successful pet-friendly event is the Bark BashCelebration, which occurs every Halloween. The fundraisingevent is open to hotel and local guests. “We welcome ourVIPs to arrive on property in costume. We have a costume

have the appropriate facilities to accommodate the service.“For example, having a low-rise massage table for the canineor pet to easily get on and off is important. Always ask theowner to assist you when moving the canine or pet in orderto avoid any bad reaction or bites. Try to make sure that theowner is present or nearby in case the canine or pet becomestoo hard to handle,” she advises.

It may also be of benefit to hire a consultant to guide youthrough the process, to ensure that no stone is left unturned.After hearing interests from spa directors to include pet-friendly offerings in their spa while at the ISPA Conference &Expo, Volnova decided to add a consulting service to helpspas through the process. “We consult with hotel spas on thebenefits and importance of becoming pet-friendly and alsohelp them through the implementation process, from trainingstaff on how to read pet body language, handling pets

Jean SheaPresident • BIOTONE Professional Massage and

Spa Therapy Products • San Diego, California

name of pet: OliviaBreed: Miniature Australian Shepherd

“Olivia comes to work every day and

everyone looks forward to her arrival.

She has an extensive wardrobe and a

style flair that captivates everyone around

her.”

rose fernandezVice President and General Manager • Jurlique •

Santa Monica, California

name of pets: laslo & beau balasBreed: Boxers

“These “guys” are my personal circus, they

bring so much joy to my life. It is near

impossible to have anything but a smile

or laughter when they are around. I like

to spend time with them outdoors. I love

my dogs—they are not spoiled, they are

loved!”

todd shaw, cssDirector of Spa, Fitness, Tennis and Wellness •

La Quinta Resort & Club • La Quinta, California

name of pet: little manBreed: Long Hair Chihuahua

“Little Man loves going into the town

square and sniffing all the restaurant

patios for crumbs, so we do that every

day.”

MAKING SPAS PET-FRIENDLY



contest for the best dressed VIP as well as offer pet-friendlygourmet food from our doggy in-room menu and a caninemassage during the event,” she says. “Money raised from theticket sales of the event is donated to the Pinellas CountyHumane Society.”

Supporting animal shelters and charities is certainly a greatway to get the word out about your product or service. DogFashion Spa, for instance, has a Charity of the Month

tommy petersWest Coast Business Development Manager •

[ comfort zone ] north america • New York, New York

name of pet: sasha lynnBreed: Miniature French Bulldog

“Sasha Lynn is our “daughter” and she is

spoiled beyond belief! She goes to the

groomers monthly to get a proper bath

along with her mani and pedi. We have

enough dog toys at home you would

think we have three dogs! It seems every

time we go to the dog store to buy her

food, we end up spending more money

than we had anticipated on another toy

or specialty treats, which she clearly

michael tompkinsBoard Director • PALM Health • St. Louis, Missouri

name of pet: OliveBreed: Long-haired mini dachshund

“Olive is truly the mother of our house.

When we have guests, she walks the

house continually checking on everyone

and where they are. We spoil her with

dog beds and water bowls in several

places. She has four beds and four water

bowls. She also checks on those as she

marches around!”

adam broderickPresident • Adam Broderick Salon & Spa •

Ridgefield, Connecticut

name of pets: dexter & CooperBreed: Miniature Poodle and Maltese

“Dexter is just a year old while Cooper is

five years old. Their relationship is so

much fun to watch. I bathe them

frequently because they look so good

after a bath. Dexter has been a handful

to train, so there’s a bit of a “tough love”

in there, while Cooper likes to snuggle

and sleep late in the mornings. We all

enjoy our couch time!”


“Loews Hotels was the firstnational hotel chain to launcha pet program with the intro-duction of Loews Loves Petsin 2000.”

At The Spa at Las Ventanas, canine massage treatments are done away

from the spa, such as outdoors, to avoid any potential disruptions toward

other spa guests.


Tips in Partnering with Animal Shelters

According to McLinden, spas and businesses wanting to

launch their own charitable programs need to under-

stand that it is no different from creating a whole new

company—requiring energy and resources. “We simply had no

idea how to anticipate the sales of the book. Also, the legal

aspects of a campaign like the Dog Bed Fairies campaign were

surprisingly complex. We have to keep reminding ourselves that

we’re a spa treatment company with a mission that helps

animals. When you walk into these shelters, it takes everything

you have not to leave with an animal!” she says.

In general, she offers the following tips to help spas and

other businesses get started with their own pet-friendly

campaigns or programs.

1. When you reach out to a local shelter or rescue group, make

sure to ask what their highest priority needs are. Needs may

range from monetary donations to much-needed items like

dog beds, food, toys and cleaning supplies.

2. Supporting or partnering with animal groups that place a

priority on spay-neuter programs is also very important.

Animal overpopulation can’t be solved by adoption alone.

3. Some major pet stores like Petco and PetSmart receive all

their adoptable animals from local rescues/shelters. They host

regular adoption events to give animals the exposure they

need to find homes. Rescue groups are always looking for

new venues to host adoption events. Since not everyone will

go to an animal shelter, it’s great to be able to give animals

looking for homes exposure in “out of the box” locations like

spas. What could be better than a “Puppies and Pedis” event?

program that donates a percentage of its online sales toa specific organization. “Most of the nonprofit organi-zations that have become charities of the month havebeen proposed by our customers, the ‘dog parents,’”Volnova says.

Adam Broderick, president of Adam Broderick Salonsand Spas which recently launched its new pet shampoocalled ab barker, thinks that there’s always an oppor-tunity to help animals. “All of our clients love their petsas much as we do, and looking at what was out thereon the market, we saw a window to bring somethinggood for the pets,” he says. Proceeds from the sale ofthe pet shampoo help support ROAR (RidgefieldOperation for Animal Rescue) and animal welfare.

McLinden agrees, quoting the words of Gandhi:“The greatness of a nation can be judged by the wayits animals are treated.”

“We live in a disposable society and, unfortunately,that translates to animals, which is why shelters andrescues are always full. It’s important for people torealize that with so many shelters and rescues, there isnever a reason to buy an animal from a breeder or a petstore. Save a life instead!” she says. “By adopting ananimal, you’ve essentially saved two—the one you’veadopted and the other animal you’ve freed up a spacefor in a shelter or rescue.” n

WHAT ARE SOME of the criteria to look for when selecting a petproduct resource partner? Click hereto read Volnova’s retail tips.

Delia McLinden

VP, Sales of BusinessDevelopment •FarmHouse Fresh

MCKINNEY, TEXAS

FEATURED SOURCES

Elena Volnova

CEO • Dog FashionSpa

NEW YORK, NEW YORK

Frederic Vidal

Managing Director •The Spa at LasVentanas al Paraiso

BAJA CALIFORNIA SUR,

MEXICO

Rianon Cepriano

Spa Director • SpaOceana, Loews DonCeSar Hotel

ST PETE BEACH,

FLORIDA

Adam Broderick

President • AdamBroderick Salon &Spa

RIDGEFIELD,

CONNECTICUT

MAKING SPAS PET-FRIENDLY



ALife!

The life of a spa professional is a continuous cycle of dailyresponsibilities that help make the spa world go round. Pulseasks ISPA members to give us a sneak peek into their dailylives to help us understand the roles they play and the difference they make on a daily basis.in the

organizations to continue to supporteach other to grow,” Burkhart says.“With our alliance, this is our way tointeract with the population at large.We find that when you inspire one, youinspire many.”Here’s a look at Burkhart’s typical

day at work:� 7 am Starts her daily walk to theoffice.� 9 am Meets with her team individ-ually to touch base on goals for theweek and goes over the list of targetsponsors.� 11 am Calls current clients tounderstand issues or opportunities inworking together on future Saxon/Hartevents. � 1 pm Reviews social media handles(@SaxonHartCauses and @BLANK

CANCER) on Twitter, Instagram andFacebook. “Our goal for this year is toincrease our own numbers tremendouslyto create stronger alliances.”� 3 pm Calls target sponsors andorganizations to pitch potentialpartnerships.� 5 pm Brainstorms opportunities andreviews questions from sponsors,clients and alliance individuals. � 7 pm Gym time! “I enjoy boxingwith my coach and running theHudson River Park. Anything that ischallenging makes me sweat and getsmy mind off the day.”� 9 pm Cooks dinner and reviewsmaterials that require editing from theteam. “Some nights, I take a late-nightbike ride around New York City.” �

Day BY MAE MAÑACAP-JOHNSON

Saxon/Hart CEO HeidiBurkhart is relentless in herpassion to fight cancer. In2013, she founded

Saxon/Hart, a cause marketing allianceand production firm that partners withspas and corporations to help createcause marketing opportunities andstrengthen their social responsibilityefforts. Following a successful#BLANKCANCER campaign,Saxon/Hart was recognized as one of2015 ISPA Innovate Award recipients.Last November, the firm launched

its “National #BLANKCANCER Week,”a movement that invited schools,dance studios, sports and youth organi-zations to help raise awareness on howcancer affects children. “Our mission is ‘Give to Live. Live to

Give.’ We aim to build strong,withstanding relationships with partner

WHAT DAY-TO-DAY CHALLENGES DO YOU COME ACROSS AS CEO?Daily Operations: “The biggest thing we are focused on right nowis increasing our followers and fan base. Increasing social medianumbers organically is not as easy, unless you buy your followers.We will not do that as we want to know we are making an impactand touching hearts.”

Staff management: “Being a new company, we face manychallenges in terms of too many opportunities to work on. So thebiggest issue is: Where do we scale back to scale up? How are weable to team up with other companies to make all happen—andcreate an impact while surpassing goals?”

Client services: “We have key cause organizations, alliance volun-teers and others that want to work with us, but we do not have theright sponsors lined up for certain pitches. We need more clients,sponsors to work with some truly big initiatives here in New YorkCity, for instance on cancer and homelessness.”

What is the most rewarding part? “The most rewarding part isseeing our family, alliance, and sponsor roster expand. On a moremicro level, receiving letters from those who benefit from ourevents—those are absolutely priceless.”

HEIDI BURKHART CEO • Saxon/Hart

New York, New York


How would you react if someone suggested that you get to know your staff

by taking one of them to lunch every day until you met with everyone in your

salon? Would you be willing to meet with every one of your employees for at

least fifteen minutes to get to know more about them? What about simply

showing interest in the people that work for you? These are some of the

approaches that are utilized by successful leaders with the benefits of greater

loyalty, engagement, and commitment from their employees.

Sound crazy? Are you thinking that you just don’t have the time, patience,

and money to invest in something like this? Consider your options. It’s been

shown that people don’t leave their jobs—they leave their bosses. When your

employees feel that they are a valuable part of your business, they stay. When

they don’t, they leave, and you risk losing your best, brightest and most

profitable talent. Why should you develop your top team members only to

lose them to someone else?

By implementing a few simple strategies, you and your spa will receive

huge payoffs in your employee retention, satisfaction and performance.

Simple Strategies That Reap Real Rewards

BY LISA RYAN

THE ART OF EMPLOYEE ENGAGEMENT


1.T is for TRUST. Trust isthe foundation of aproductive work environment;

without it, nothing else matters. Bybeing transparent and sharing what isgoing on with the business—good orbad—employees learn to take theleadership team at face value.

Managers build employee confidenceby emphasizing mutual goals, sharingcompany missions and values, andtreating staff members as partners.Getting feedback and buy-in fromemployees when implementing newprocesses and procedures also plays animportant role in developing belief inmanagement.

Here are six ways you can take your T.H.A.N.K.S. to the bank:

It boils down to this—do what yousay you’re going to do. As Ralph WaldoEmerson once said, “Your actions speakso loudly, I cannot hear what you aresaying.”

2.H is forHELP. Help yourstaff envision their career pathwithin the organization. A

clearly defined career path is one of thebiggest factors for improving employeeretention. Even if there are not a lot ofopportunities for upward advancement,see what you can do to take advantage ofthe skills and experience your staffmembers bring to the table.

Invest in training and development

programs to help your employeesimprove their skill sets. Yes, sometimesthey do take your training programs andleave, but what if you don’t train themand they stay? Educating your staffensures that your clients receive the bestand most current treatments available,which keeps both parties happy —employees feel proud that you’veinvested in them, and clients keepcoming back for more.

Schedule regular meetings with youremployees to find out what’s workingfor them, and what’s not. Create a safeenvironment for them to openly sharetheir feedback with you. Care about yourstaff and they will care more for you.


3.A is for APPLAUD.Applaud the efforts of yourstaff. What gets recognized

gets repeated, so be specific in yourpraise. Make sure that you are sincere.Catch your employees doing somethingright and thank them in the moment—timing is everything. Let your employeesknow how their individual actions arebeneficial to your spa. Ahandwritten note goes along way in giving youremployees tangible “proof”of their contributions.

Make sure youacknowledge youremployees in the manner inwhich they want to berecognized. You’ll find someemployees love public recognition andothers cringe at the thought of beingsingled out. Handing out gift cards orlottery tickets when someone goesabove and beyond in the care of a clientis a fun way to immediately andinexpensively reward their actions. Akind word or “verbal hug” goes a longway in creating an emotional connectionwith your team.

4.N is for NAVIGATE.Navigate work/life balance.Face it, we’re busy. Whether

your employees are dealing with youngchildren, aging parents or anything inbetween, look for ways to accommodatethem in how the work gets done. Paymore attention to the outcome than themeans of finishing the job. Whenpossible, incorporating flexibleschedules, comp time, job-sharing, orother variations of the work day canmake a huge difference.

By working with your employeesduring periods of personal difficulty orcrisis, you create more loyal teammembers. After all, when employees areable to focus on the job at hand and notbe distracted by all that is going on intheir personal lives, they are much moreproductive and committed to workingwhile they are at work.

just a license within the organization.You’ll help to make a positive impressionand create a more open culture.

6.S is for SERVE. Serveyour team. Look for ways toprovide reinforcement for your

staff. If you see someone struggling witha client, pitch in and help. When a

manager jumps into thetrenches and is willing to gethis or her hands dirty, he orshe generates a spirit ofcollaboration that permeatesthe organization. Encourage,energize, empathize, andmost of all, lead with yourheart.

When your employeestrust you, they perform at a higher level.When you help them envision theircareer path, they engage. When youapplaud their efforts, they are proud towork for you. When you help themnavigate work/life balance, you reducetheir stress. When you get to knowthem, you make your employees feelsignificant. And, when you serve them,they feel included in the process.Harness the power of T.H.A.N.K.S. andyour spa reaps the rewards. n

WANT MORE of Ryan’s expert insights?Click here to watch a video of Ryaninspiring spa professionals.

As Founder of Grategy,

LISA RYAN helps

organizations keep

their top talent and

best customers from

becoming someone

else’s. She is the author of

seven books, including The Upside of Down

Times: Discovering the Power of Gratitude. She

also co-starred in two films, the award-winning

The Keeper of the Keys and The Gratitude

Experiment. To learn more and receive your

own “Gratitude Thought for the Week,” visit

grategy.com.

5.K is for KNOW. Knowyour staff. When you showinterest in, and listen to your

team members, they feel moreconnected to your business. Meet themwhere they are: If they are open tosharing, pay attention to what they’resaying. If they want to keep theirpersonal lives personal, don’t pry.

It can be as simple as noticing a newpicture at the employee’s station andasking about it. By asking generalquestions, in a safe environment, yourstaff member feels more like a person than

A clearly defined careerpath is one of the biggest

factors for improvingemployee retention.


OFFICERS

CHAIRMAN Frank PitsikalisResortSuite

VICE CHAIRMAN Sharilyn AbbajayRed Door Spas

DIRECTORSTodd ShawISPA Vice Chairman

Michael TompkinsISPA Chairman

Lynne McNees ISPA President

MEDICAL ADVISORBrent Bauer, M.D.Mayo Clinic

HONORARY BOARD MEMBERSRuth StrickerThe Marsh, A Center for Balance and Fitness

Deborah SzekelyWELLNESS WARRIOR

The ISPA Foundation wishes to thank the following supporters for their generous contributions:

LUMINARY

Ruth Stricker

BENEFACTOR

Dr. Howard Murad

PATRON

Massage Envy Franchising, LLC

Red Door Spas

FOUNDATION

ISPA FOUNDATIONBOARD OFDIRECTORS

2016

ISPA FOUNDATION

Hard to believe it is that time of year again—the ISPA Conference & Expo is fast

approaching and we are ready to innovate. Each year, the ISPA Foundation Live &

Silent Auctions provide an opportunity to support the spa industry and enable

attendees to walk away with highly sought-after items and trips. All proceeds from

the auctions support ISPA Foundation initiatives, including industry research, developing educational

resources and the Mary Tabacchi Scholarship.

Some of my all-time favorite ISPA memories have

been from the ISPA Foundation Live & Silent

Auctions. It is such a super fun and exciting atmos-

phere as we bid on unique and fabulous items and

getaway spa experiences—it is truly a highlight of

Conference week for me. Over the past 15 years, I

have bid (and won some!)

on packages donated by

many of our most amazing

spa members. Just this year,

I bid on an incredible two-

night package at the Four

Seasons Resort Dubai. The

uber-classy general manager,

Simon Casson, made our

stay extra special and highly personal.

By donating an experience to the Auction, you are

creating a unique marketing buzz for your business, providing one-of-a-kind opportunities for ISPA

attendees to experience your spa or property. Most importantly, you are providing vital support to

your industry through the work of the ISPA Foundation. Thank you to all of those who have

supported the ISPA Foundation over the years. I encourage you all to donate at this year’s 2016 ISPA

Foundation Live & Silent Auctions.

DONATE NOW!JULY 13 Deadline to be eligible for inclusion in the Live Auction

AUGUST 10 Deadline to have your items at ISPA headquarters in order to be included in the Auction Catalog

FOR MORE INFORMATION on the ISPA Foundation or to donate an item to the auction,visit attendISPA.com or email [email protected].

—FRANK PITSIKALIS, ISPA FOUNDATION CHAIRMAN

ISPA Chairman Frank Pitsikalis with Aprille Bouchard

at the Four Seasons Resort Dubai.


M ammagard is an orthotic device designed specifi-cally for women to help protect breasts whenlaying facedown during therapeutic care or

massage treatment. When Mammagard was first developedin Melbourne, Australia in 2011, the team had to face at leasttwo key challenges: how to introduce a product that no onehas ever heard of before and how to create scientificvalidation that can help support claims of product efficacy.

“New products and technologies are always difficult toestablish,” says Mammagard Operations LLC founder Dr. PaulEvans. “Creating validation for the product, scientific proof andefficacy was very challenging. Finding engineering partnerswith satisfactory plastic manufacturing to assist in the devel-opment proved to be very important.”

From Play-Doh to RealityThe idea for Mammagard came to Dr. Evans, an osteopath,orthotist and prosthetist, after seeing the large untappedmarket of women who may need the product, particularlythose who have undergone mastectomy, breast reconstructionand augmentation wherein comfort and breast tissueprotection is important.

“We developed the Mammagard product range fromscratch,” says Dr. Evans. “We identified the essential need forprotecting women’s breasts in prone load-bearing activities,particularly those with surgically altered chests. We saw theparticular benefit in massage and day spa environments wherethe need is very high for premium quality comfort andprotection for many women.”

Believe it or not, Mammagard’s very first prototype wasmolded out of Play-Doh. “It has grown from being conceptu-alized first by using Play-Doh to being a finalist in the 2015International Good Design Awards,” he says.

Dr. Evans added that Mammagard is the first orthotic device

ever registered for women’s breasts. “We have grown from a smallAustralian business into a U.S. entity with commercialacceptance and sales in both plastic surgery and spa industries,”he says.

Learning from FailureAs a trailblazing company with no blueprints from prede-cessors to learn from, Mammagard had their share of businessmissteps along the way. For one, they were slow to realize theimportance of having a responsive, proactive and on-the-ground sales force.

“The market potential is HUGE—there are about 8 millionwomen with breast augmentation surgery in the U.S. Anestimated 4 million of them live in California—but womencan’t buy something they haven’t heard of or seen before.Those who see the need for Mammagard every day—massagetherapists, chiropractors and plastic surgeons—have to knowthe product exists,” he says.

To bring its product in front of its market, the company tooka page out of Apple’s creative marketing strategy. Like Applewhich sent computers to schools to build loyal followersamong the young generation, Mammagard needed to “seed”the market with sample products. “We’ve enjoyed accumu-

SUCCESSstories Inspiring Tales of Startups, Growth and Overcoming Hardships

DR. PAUL EVANS Founder, Mammagard Operations, LLC • Los Angeles, California

Creating a New Product for anUntapped MarketBY MAE MAÑACAP-JOHNSON


“There will be approximately300,000 women diagnosedwith breast cancer this yearin the U.S. With five-yearsurvival rates alwaysimproving, the population ofwomen with altered breast isever increasing.”

lating a list of spas who we consider as ‘early adaptors’ and thefirst to try Mammagard and record therapist and customerfeedback for us,” he says.

He believed that seeding the target market with the productwas a critical move. “Awareness through people using ourproducts and talking about them is what has driven ourmarketing strategy in the right direction. Particularly with sucha new product, word-of-mouth still holds true as the mosteffective marketing tool,” he says.

Know Your AudienceIf there’s one lesson Dr. Evans learned from past mistakes, it’sthis: “Be very careful of your marketing spend. It can be a verylong and expensive process, yet it need not be. Know yourtarget audience and ensure you test your positioning in smallmarkets to ensure your messaging is sound and reflective ofmarket feedback.”

When it comes to target audience, Dr. Evans has his sightson breast cancer and surgically altered patients as thecompany’s core market. “There will be approximately 300,000women diagnosed with breast cancer this year in the U.S. Withfive-year survival rates always improving, the population ofwomen with altered breasts is ever increasing,” he says.

Dr. Evans pointed out that, in these women, scar tissueaccumulates after their treatment and breast surgery with theirprocedures often has a nearly 100 percent failure rate. “Ourpeer-reviewed journal studies show that our breast orthoticdevice reduces the mechanical forces that lead to breastcompression and pain.”

For Dr. Evans, while many factors come into play in creatinga successful business, he believes that team communication iskey. “It’s like the football huddle. Make a plan, remind eachother and play ball! We take the temperature of the businesson a weekly, if not, daily basis,” he says. “At Mammagard, wehave one simple saying: We want to save the world, one set ofbreasts at a time.” n

On Being Part of ISPAHow long has the company been an ISPA member?“This is our first year with ISPA, and the support and friendshipthat has been extended to us has been very humbling.”

How did you first know about ISPA? “We were searching for the most complete platform to bring our products to the ‘high-end’ of the manual therapy industry.”

What made you join ISPA? “I realized I would have moredirect access to key decision-makers and the door would beopen for ongoing conversations.”

Which ISPA resource has been beneficial to yourbusiness? “The 2015 ISPA Conference & Expo was fantastic.”


Pulse: You define innovation as “something different thathas impact.” Can you expound on that definition?Scott Anthony: The word “something” in that definitionreminds us that innovation goes well beyond new technologies.You can innovate how you market, supportcustomers, earn revenues, organize internally, andmore. We use “different” versus “breakthrough”to remind us that, sometimes, the things thathave the most impact make the complicatedsimple or the expensive affordable. The last twowords—“has impact”—are the most importantbecause they separate innovation from itsprecursors, invention or creativity. Thosesparks are no doubt important, but until youearn revenues, create cash flow, or tangiblyimprove a process, you have not innovated.Innovation isn’t an academic activity—it isan active one.

P: You’ve written several books on the topic of innovation,most recently being The First Mile: A Launch Manual forGetting Great Ideas into the Market (Harvard BusinessReview Press, May 2014). What is the most importantinsight readers can take away from your latest book? A: Over the past 15 years I’ve probably seen more than 500different business plans, ranging from billion-dollar bets frommassive multinationals to small start-ups by individual entrepre-

ASK THE EXPERT

neurs. Every one of them is the same. That’s because every ideais partially right and partially wrong. The mistake people make isthey think they can figure out which part is which through carefulanalysis. So they conduct research, talk to experts, and buildelaborate financial forecasts. They inevitably learn the lesson

taught by the great American boxer Mike Tyson,who once said: “Everybody has a plan, untilthey get punched in the face.” The punch theinnovator receives is the plan that looked so goodon paper which turns out to be resting on faultyassumptions. The lesson here is to take yourpunches early, pick yourself up, and change courseas necessary.

P: What pieces of advice can you offer a smallbusiness seeking to grow and expand?A: The number one thing I would say is to trainyourself to look at the world through the eyes of yourcustomer. Why do they “hire” you? What job are they

trying to get done? Who else has that job that you aren’treaching? What frustrates them? How do you ease their pain?Innovation solves problems—and good innovators pick problemsworthy of solving.

P: Once a business has developed, how can they sustaintheir growth?A: One important piece of this is striking a balance between the

AS A WORD, “INNOVATION” is often too commonly thrown

around in today’s business world. Everyone seems to under-

stand what it means, but the challenge for many

entrepreneurs is not in defining it, but in finding concrete

ways to translate the word into meaningful business practices

that could help generate creative ideas, better processes and

improved bottom line.

SCOTT ANTHONY, managing partner of Innosight, a

consulting firm that helps senior leaders focus on growth and

innovation, talks about the first mile of innovation and offers ways to help you take the

important first steps in getting great ideas in front of your spa guests and clients.

SCOTT ANTHONY


FOR MORE about this issue’s featuredexpert, click here.

two jobs any leader faces. The first is tomake today as good as possible. Thesecond is to prepare for tomorrow.Recognizing that these are fundamen-tally different tasks is a criticalcomponent to sustaining growth.Underinvest in today and you leaveyourself open to attack from hungrycompetitors. Only invest in today andyou miss tomorrow’s great growthopportunities. Balance is key.

P: What is the biggest challengebusinesses face in today’s marketeconomy, and how do you proposethey overcome this challenge?A: It used to be that we would workhard to develop a strong marketposition and then exploit it. But today’sworld moves so fast that the second weget an inch of advantage, we have todeal with a new competitor or a freshcrisis. To overcome this challenge, I propose that companiesinfuse a sense of curiosity in day-to-day routines. The curiousorganization discovers new things, intersects with people whothink differently, experiments just to try things and invests in andcelebrates learning. This isn’t an overnight thing, but it is the bestway to build resilience into an organization.

P: Can you give three case studies where businesses havesuccessfully expanded into a larger market? A: There are obvious classic studies, like Apple entering into themobile phone market or Amazon moving from books to...every-thing, but I thought I would highlight more hidden stories. A fewyears ago, Helen Eaton, the executive director of the SettlementMusic School in Philadelphia, was thinking on ways to expandthe school’s reach. For more than 100 years, the school hadprimarily focused on educating children, so Eaton and her teamdeveloped innovative programming for adults, like Adult RockBand, where a group of former strangers would jam under thetutelage of a master. Another fun example is how Rovio—theFinnish game company behind Angry Birds—went from smart-phone apps to branded merchandise. That’s straight out ofDisney’s playbook. Speaking of Disney, that company now runs a

chain of English education schools inChina, which is another great exampleof leveraging an underlyingcapability—in Disney’s case one of theworld’s great brands—to move into anew market.

P: What is your advice to help entre-preneurs to find their perfect matchwhen looking for business partners?A: I studied economics in college, soforgive me for “geeking” out for aminute. But what you want is a circum-stance where both you and a partnersee “comparative advantage.” The bestpartnerships are based on respect—when both sides recognize the otherdoes something better than it does.That requires a fundamental humility. Iremember once, we met with a muchbigger consulting company that told usthey did everything we did, but better

and on a broader scale. Now, our clients would disagree, but itdidn’t matter—we politely stopped the conversation and movedon. If you don’t perceive that there’s something to gain from apartnership, it’s hard for it to end up being anything other thanexploitative.

P: What sort of traits/characteristics should a companylook for when hiring employees?A: In the book Mindset, Carol Dweck from Stanford showed howsome people have more of a “fixed” mindset, where they thinkhow to optimize and do the best they can in a static world andsome have a “growth” mindset, where they see possibilities. It’slike the old parable of the two shoe salespeople who go to aremote village where everyone is barefoot. One sends a note tothe home office saying, “there is no market here, I am cominghome” while the other says, “I need more shoes—the market iswide open!” Not to support delusional thinking, but we needmore people with the latter view. n

IS THE 2016 ISPA CONFERENCE & EXPO THEME!

Be sure to attend the premiere spa

industry event to not only gain access

to a wealth of expert insights, but also

connect with potential clients and spa

industry peers who can inspire,

mentor and open a world of opportu-

nities for you!

To know more and register for

the 2016 ISPA Conference & Expo

(Sept. 13-15 at The Venetian in

Las Vegas, Nevada),

visit attendispa.com.


Cinco de Mayo

Mother’s Day (U.S.)

Sun Awareness Week (U.K.)

July Pulse ad materials due

Victoria Day (Canada)

Memorial Day (U.S.)

Deadline to book your ISPA Conference & Expo hotel accommodation at The Venetian and receive extra savings.To book now or learn more, visitattendispa.com.

58

May is...� The Start of the ISPA Membership Renewals� National Bike Month (U.S.)� National Blood Pressure Month (U.S.)� Skin Cancer Awareness Month� Mental Health Awareness Month� Better Sleep Month

ISPA NEWS

Have You Seen the 2016Digital Buyer’s Guide?

The second annual ISPA Buyer’s Guide providesISPA members easy identification and communi-cation with ISPA resource partners. As an added

benefit, visiting experienceispa.com allows you to view adigital version of theGuide for 24/7 on-the-go access. It alsoenables you to easilydownload a PDF. Besure to check the digitalversion often as it willbe updated eachquarter with newresource partners whohave recently joined the ISPA community.

ISPA MembershipRenewal Season is Here!It’s hard to believe that the 2017 Membership Renewalseason is upon us! Be sure to renew your ISPAmembership and receive the wealth of benefits that comewith membership. If you have not yet renewed yourmembership for 2016-2017, you should be receiving arenewal invoice in the mail this month. ISPA’s newmembership year will officially begin July 1.

Contact [email protected] with any membershiprenewal questions.

2016 ISPA

Conference & Expo Sept. 13 – 15

Tuesday – Thursday

THE VENETIAN, LAS VEGAS, NEVADA

13233031

9–16

BLOOD PRESSURE MONTH

NATIONAL BIKE MONTH


STAY-IN-THE-KNOW about trends and hot topics in the spa industry by completing the monthly ISPASnapshot Survey. With your participation, you’ll receive the full report filled with insights from your spaindustry peers. Keep an eye on your inbox for next month’s survey.

The Monthly Snapshot Surveys provide ISPA members with a valuable look into the state

of the spa industry and its trends as well as helps identify the needs of spa professionals.

Snapshot Surveys are conducted on the third Friday of each month, with full results

provided to respondents two weeks from the release date of the survey. Knowledge is a valuable

tool and these quick surveys provide a wealth of information shared by ISPA’s members. The

January Snapshot Survey reflects on

the fourth quarter of 2015.

The end of 2015 brought lots of

positive growth for the spa industry

as a whole. Three-fourths (75

percent) of all ISPA spa members

and 79 percent of ISPA resource

partner members reported an

increase in gross revenue change in

the fourth quarter of 2015 compared

to the same time the previous year.

The majority (71 percent) of spa

respondents indicated that spa

visits were up when comparing

quarter four of 2015 versus the

same time in 2014.

The chart breaks down some of

the workforce changes that were

notable for spa members in the

fourth quarter of 2015.


1. Matrix Fitness’ cord-free S-DrivePerformance Trainer is designed to deliver thefunctionality found in self-powered treadmills,weighted sleds, resistance parachutes and harnesssystems in one space-saving footprint. MATRIXFITNESS.COM | 1.314.954.9848

2. WellnessMats Fitness suspend body weight, helping to reduce impact and stress. Apremium performance mat, FitnessMats are inherentlyanti-microbial, easy-to-clean and backed by anunprecedented seven-year warranty. WELLNESSMATSFITNESS.COM | 1.800.981.4979

3. The newest addition to Zenoti is a one-of-a-kindapproach to reporting that gives managers easyaccess to the data that matters to them, in theformat they want to see it. Zenoti Dashboardssave managers hours that are usually spent buildingcustom reports. ZENOTI.COM | 1.877.481.7634

4. Precor Incorporated's new line of Spinnerbikes—Ride, Shift and Rally—is built to last craftsmanship to help reduce long-term corrosion andrepair costs. PRECOR.COM/SPINNING | 1.800.786.8404

5. FarmHouse Fresh’s Citrine Beach Body Milknourishes dry skin with a blend of light, hydratingoils, coconut, lime and creamy rum scent. FARMHOUSEFRESHGOODS.COM | 1.888.773.9626

6. LYCON Cosmetics Known as the “Super Hero” wax,Lycojet Lavender can remove hair as short as1mm. Sensational and technologically unique, Lycojetis super pliable and strong with added benefits of athin economical application. LYCONUSA.COM | 1.855.890.2984

7. Dr. Dennis Gross Skincare Firming PeptideMilk is a bifunctional treatment that nourishesthirsty skin with hyaluronic acid and coconut oil,while triggering a firmer-looking complexion. DGSKINCARE.COM | 1.212.752.0777

8. Pomegranate Eyes by ToGoSpa are packedwith collagen, hyaluronic and amino acids, aloe, andvitamins A and C. With pomegranate extract and theanti-aging powerhouse resveratrol, ingredients worktogether to moisturize, nourish, plump, and rehydrate the delicate under eye zone. TOGOSPA.COM | 1.888.773.1711

9. Universal Companies’ Spa & WellnessSimplified: 2016 Spa Resource &Equipment Book includes 1,450 new products, new sections like Spa Equipment & Furniture as well as Salon and Barber, retail checklists and a specialLearn & Grow education section for eLearning opportu-nities.UNIVERSALCOMPANIES.COM | 1.800.558.5571

10. Body Bliss’ Pocket Therapies Collectionconsists of eight travel-sized aromatherapy lotionbars, balms, oils and mists with specific wellnessbenefits. In line with Body Bliss’ commitment tosustainability, all Pocket Therapy products contain 100

SELECTIONSWhether you intend to update your fitness equipment, spa software or retail area, the options are wide. See what exciting spa products are out right now. SPA

PRODUCT SPOTLIGHT

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2

3

5

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87

6

4

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Lynne McNees • [email protected]

Crystal Ducker • Vice President of Research & Communications [email protected]

Jennifer Duckworth • Senior Director of [email protected]

Megan Browning • Marketing [email protected]

Tara Finn • Sales [email protected]

Allie Hembree Martin • Public Relations [email protected]

Briana Lee • Project [email protected]

Mae Mañacap-Johnson • [email protected]

ISPA STAFF

MISSION ISPA advances

the spa industry by providing

invaluable educational and

networking opportunities,

promoting the value of the spa

experience and speaking as the

authoritative voice to foster

professionalism and growth.

VISIONTo be the leader in

promoting and enhancing the

well-being of the spa industry

and the people it serves.

Proudly serving ISPA and the ISPA Foundation

Allison Martin • Membership Account [email protected]

Jessica Pfister • Fulfillment Coordinator [email protected]

Autumn Phelps • Trade Show [email protected]

Amber Phillips • Events [email protected]

Elizabeth Pulliam • Membership Experience [email protected]

Ashley Roberts • Project [email protected]

Tara Salah Eldin • Project [email protected]

Samantha Smith • Project [email protected]

Jenny Wallace • Strategic Communications [email protected]

THINK ABOUTattending

a CONFERENCE that

gives you PLENTY to think about.

REGISTERTODAY AT

attendISPA.comNEED ASSISTANCE?Contact [email protected] call 1.859.219.3512

2016 ISPA CONFERENCE & EXPO • SEPTEMBER 13-15 • LAS VEGAS, NEVADA


5 Biotone Professional Massage and Spa Products 1.800.445.6457 biotone.com

20, 21 [ comfort zone ] north america 1.212.924.2454 comfortzone.it

IFC, 1 Éminence Organic Skin Care 1.888.747.6342 eminenceorganics.com

13 ESPA International (US) Ltd. 1.786.350.1192 us.espaskincare.com

31 EuroSpa Aromatics 1.800.395.6478 eurospaaromatics.com

AD INDEX

Bold indicates year-round Pulse advertisers and 2016 ISPA Conference & Expo sponsors.

ISPA would like to thank the following Pulse advertisers for their support of the association:

ISPA Welcomes New Membersto the ISPA Community

EDITOR’S NOTE: This includes new members from February 3-March 21. You can access the online membership directory at experienceispa.com.

INSERT FarmHouse Fresh 1.888.773.9626 farmhousefreshgoods.com

37 GrandeLASH-MD 1.877.835.3010 grandelashmd.com

8, 9 HydraFacial MD – Edge Systems LLC 1.800.603.4996 skinhealthforlife.com

11 HydroPeptide 1.800.932.9873 hydropeptide.com

BC jane iredale 1.844.350.1610 janeiredale.com

IBC Nelly De Vuyst 1.800.263.8888 derme.ca

29 Philip Stein Holding, Inc. 1.800.237.9477 philipstein.com

7 Phytomer Group Brands 1.800.227.8051 phytomerusa.com

3 ResortSuite 1.866.477.8483 resortsuite.com

Resource PartnerCimber Designs by Kelly Cimber

Dana Herbert Accessories

Goody Goody

JINsoon Beauty LLC

Martinni Beauty Inc

Mindful Luxury

PHYT’S

Red Cherry Certified Organic Labs

Ronald McDonald House - New York

Yes To Life Coaching

SpaJalan Facial Spa

Jupiter Island Club - Health and Fitness

Center

Nadia Aesthetic & Anti-Ageing Center

SHARON SPRINGS, INC

Spa Revolution of Ocala, Inc.

the bodhi spa

The Mineral Springs at The Adelphi Hotel

Village Wellness Spas

EducatorHsiang-Yun Tung

Jill Kohler

Stacey Smith

StudentKirsten Brinkman

Maria Elena LujanGonzalez

Suzie Galstian


Like a true community, let's make meaningful connections. Aimed at

helping ISPA members discover each other, share one another's passions

and inspirations, and hopefully kick-start warm introductions among peers,

this section called Social Connections is all about building bridges. Share

your passion with Pulse and see yourself featured in this section.

SOCIAL

essencedesnotes.com L’Essence des Notes

FRANÇOIS POUCET • MANAGING MEMBER • L’ESSENCE DES NOTES • PALM BEACH GARDENS, FLORIDA

CONNECTIONS

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1. MY KNEES GO WEAK OVER: Vintage cars. I love drivingaround in my own vintage Austin-Healey.

2. BOOK CURRENTLY READING: Jesus (A Storyof Enlightenment) by Deepak Chopra

3. FITNESS ROUTINE: Mountain biking, paddling, motocrossracing and jogging

4. FAVORITE CHARITY/CAUSE TO SUPPORT: Melody HouseJamaica, a home for abused and abandoned girls

5. INSPIRATIONAL BUSINESS ICON: Warren Buffet

6. MOST USED APP(S): Marmiton for recipes and Facebook

7. CAN’T-LIVE-WITHOUT PIECE OF ACCESSORY:Motorcycle. I once traveled to Sibiu Romania to be part ofThe Redbull Romaniacs, a highly popular and extreme off-road endurance motorcycle race.

FAVORITE INSPIRATIONAL QUOTE: “It is better to loseyourself in your passion than to lose your passion.”

FAVORITE MUSICIAN: Carlos Santana

FAVORITE TRAVEL DESTINATION: Caribbean

BEST PIECE OF ADVICE YOU’VE RECEIVED: My dad oncetold me: “If you want to go far, you have to pace yourself.” �

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I never thought a cow would help guide me to my happy place, but

it did and here’s how it happened.

I am the youngest of three girls—Irish triplets (each about a year

apart)—and each with our very own unique style and creative spirit.

I once saw a painting of a cow in a

magazine which I saved and repeatedly

asked my middle sister (a talented

artist) to paint it for me. I kept asking

and asking like only a little sister can

until she eventually bought me a

canvas and instructed me to paint it

myself!

There were so many things I

discovered during my journey of

painting the cow. What I thought

would be an impossible and

stressful task turned out to be

rewarding and quite calming.

Working on the painting became

my escape—helping me to unplug. Isn’t it funny how often our escape is

something so far from what we love to do day to day? When I would get frustrated with

it, my sister would encourage me to take a break, sit back and look at it differently. See

it from a different angle. She also encouraged me to throw away the original picture of

the cow. “Now make it your own,” she said.

When my painting was completed, I felt a sweet sense of accomplishment. It was

exactly the painting I had wanted, in fact, it was even better. I love it and believe it only

turned out well, because I had such a good (and patient) teacher.

How do you unplug? I can now add painting to my list, which includes mowing the

grass, knitting, gardening, cooking, and another new favorite, thanks to a special

Christmas gift, adult coloring books.

Carve out the time and make unplugging a priority. Go ahead—paint that cow!


—LYNNE McNEES, ISPA PRESIDENT

CONNECT WITH MEON FACEBOOK!Lynne Walker McNees

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“The greatest failure is the failure to try.”— William Ward

What makes your petsadorable and how doyou spoil them?“They are long-haired,hippy dogs. They arewhimsical and playful. Astheir names suggest,Jackson Hole and TetonSpirit are ‘nationaltreasures.’ We spoil them bytaking them to doggydaycare once a week. Wealso make their own treatsby dehydrating chickenstrips, and showering themwith kisses.”

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pulse spa magazine may 2016

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