Recently I was involved in an online discussion about marketing. A service provider was complaining that she was being forced to call past clients of the business on her own time to try and get them to come in for free introductory services with her. She was unhappy with this since she was only compensated when […]

In Part I, we talked about the guest experience and a few processional items to create a true sense of arrival at your spa, including pausing as part of the spa journey, implementing rituals to usher your guests into a relaxing state, and creating special differentiators. Now, I would like to share some concepts and […]

A friend of mine sent the following quote to me when he heard I had the opportunity to spend a month in Bali: “Life is not measured by the number of breaths you take but rather by the number of times your breath is taken away.”  By this measure, my last few days in Bali were, well, […]