Morag Currin

This question is asked fairly regularly during our clinical Oncology Esthetics® trainings about the use of bio-identical hormones vs hormone replacement therapy (HRT).  So, let’s look at what is happening here with menopause that can be induced by chemotherapy.

During chemotherapy, women may have irregular menstrual cycles or amenorrhea (disappearance of menstrual periods). Some medications used in chemotherapy may also cause damage to the ovaries, resulting in menopausal symptoms or menopause.

When menstrual cycles end and ovarian hormone production drops dramatically this produces symptoms such as hot flashes and night sweats in up to 80% of women.

When symptoms are severe, they can have a negative effect on a woman’s quality of life and her ability to function properly.

In a clinical trial of estrogen plus progestin, hormone use showed decreased risks of fracture and colorectal cancer, but increased risks of heart disease, breast cancer, stroke, and blood clots. More recent reports suggest that combined hormone therapy may also increase lung cancer mortality. Estrogen alone does not appear to increase the risk of breast or lung cancer, but does increase risk of stroke.

There are plenty of women who do not want to take synthetically made hormones, so they seek out the alternative with bio-identical hormones.  Bio-identical hormones are custom made drugs that use hormones that are structurally identical to the hormones produced by a woman’s body.  Women who are considering these custom made drugs should use caution as there is no scientific evidence that bio-identical hormone therapy is any safer or more effective than conventional hormone therapy.

In summary, women who are considering hormone therapy for relief from menopausal symptoms should discuss risks and benefits with their medical professional. Hormone therapy still has a role for women who truly need it, and using it for the shortest amount of time necessary is likely to help reduce the risks.

If you’re interested in reading more about this topic, you can order Morag Currin’s book Oncology Esthetics here.

References:
Shifren JL, Schiff E. Role of hormone therapy in the management of menopause. Obstetrics and Gynecology. 2010;115:839-55.

Rossouw JE, Anderson GL, Prentice RL et al. Risks and benefits of estrogen plus progestin in healthy postmenopausal women: principal results from the Women’s Health Initiative randomized controlled trial. JAMA. 2002; 288:321-33

Chlebowski RT, Schwartz AG, Wakelee H et al. Oestrogen plus progestin and lung cancer in postmenopausal women (Women’s Health Initiative trial): a post-hoc analysis of a randomised controlled trial. Lancet. 2009;374:1243-1251.

Anderson GL, Limacher M, Assaf AR et al. Effects of conjugated equine estrogen in postmenopausal women with hysterectomy: the Women’s Health Initiative randomized controlled trial. JAMA. 2004; 291:1701-1712.

Files JA, Ko MG, Pruthi S. Bioidentical Hormone Therapy. Mayo Clinic Proceedings. 2011;86(7):673-680.

Felicia Brown

 Just yesterday I was talking about discounting with one of my coaching groups. I was explaining to them that sometimes it is better to offer an incentive to get someone on your table or in your treatment room than to have it sit empty and generate no income or possible future business. To that end, I offered a couple of discounted multi-session massage packages in my own massage practice this summer thinking that it would incent regular clients to come in more often and encourage new clients to make regular massage a part of their lives.

You know what? I was right. Both things happened – regulars came in more often and a number of new clients became instant regulars. Plus, I got a pretty good chuck of cash up front that really helped my massage business weather a typically slow – and low cash flow – time of year.

So in my case discounting made perfect sense and helped my business. But is it always a good thing?

The short answer is no.

But to give you some more direction on this, I wanted to share this advice from one of my favorite sales gurus, Gitomer. In his recent article, “Sometimes You Have to Make a Decision That Hurts and Helps”. Gitomer shared these great tips about how to discount successfully.

1. Make certain that you can afford to discount.
2. Make certain there is some profit for you after the discount.
3. Have a start and end date. Do not go beyond the stated end date.
4. Have the promotion in the hands of ALL your customers electronically (proactive email is best).
4.5 Make certain that accounting is as involved as sales and marketing.

Click here to check out the rest of his article and see how Gitomer used discounting in his business.

In the meantime, carefully consider any discounts you are offering now or in the future to be certain they make sense financially and for the long-term.

Leslie Lyon

With the many inspirational spa experiences available to us, there must also be the lessons learned…

In a recent spa visit, as I stood showering the mud off my body, I took note of how important it was for me to remember to NEVER locate a see-through glass shower door in line with the entrance to the treatment room, especially if the room is off a busy hallway. This is not a spectator sport people! I just happened to be stepping out of the shower, when my therapist was walking back into the room, and the small group of co-workers that were walking down the hallway with her, at that moment, became intimately aware of my exact body measurements.

And if your client (unfortunately) has to get their robe on to travel to a nearby shower in order to clean off a sugar or seaweed wrap, make sure you purchase reversible robes. There’s nothing more uncomfortable than having to put the robe back on after you’re showered clean, and feel the scratch of the exfoliant all over again.

Oh, and always have your signage prominently displayed. When you don’t know the spa that well yet, accidentally walking into the men’s change room from the co-ed wet floor could be (and was) embarrassing!

When you are told there needs to be ½” slope towards the drain, per foot, in your Vichy Shower Room, believe it! Because when the excess water cascading out of your 6-head vichy shower comes streaming out the door and down your hallway, somebody, somewhere, will be in very deep doo-doo.

If you are opening or renovating your spa, investigate thoroughly, your lighting needs. If need be, lay down on the floor where your treatment table is going to be, and imagine where the lights should go, and what type of light there should be. Trust me, you don’t want pot lights (without dimmers!) directly above your client’s face, as they attempt to relax under the glaring spotlight.

Never give your client a pair of rubber flip flops after a pedicure, or any kind of creamy foot massage for that matter…unless of course you want her to slide down the hallway and maybe even right out of those flip flops onto her derriere!

Repeatedly, the biggest lesson learned for me, is taking the time to plan my spa outings in advance of the trip. In Sedona and Tucson, Arizona, I missed out on both Mii amo and Canyon Ranch spas because of my poor planning. Fortunately, the helicopter ride over the Grand Canyon was a takeaway of such grand proportions, that it replaces all of my unfortunate scheduling malfunctions!

I could go on and on, but what I’d like to know is what’s inspires you? Or what lessons have you learned? I’d love to hear your responses.

Nancy Griffin

Universal Companies Spa Day Event was held at Aji Spa at The Sheraton Wild Horse Pass in Scotttsdale, AZ on August 16^th. The first event of its kind, Spa Day is the brainchild of Lisa Michaelis, Director of Development, Western US. The event paid tribute to hard-working spa directors across the state, offering a menu of spa treatments and services to nurture spa directors.

“Spa Directors rarely have the time to relax and get totally pampered,” says Michaelis. “Our goal was to have the spa directors experience Universal’s ‘latest and greatest’ treatments and products in a tranquil, yet fun, environment.  Aji Spa was the perfect venue, and Spa Director, Shane Bird was an awesome host!” The treatment area was open from 9am until 6pm, and a light lunch and tea services from White Lion Tea were provided throughout the day.

The event featured 50 minute Bamboo Fusion massage using heated bamboo sticks and the Kiyoshi Detox Wrap with Herbal Compresses from Akhassa. Mini treatments from Universal’s brand partners were also available including Eco-fin luxury hand treatments, mini HydraFacials by Edge Systems, energizing foot and leg mini treatments by Alaska Glacial Mud, mini gel manicures by Le Chat, and full makeup & touch-ups by Mirabella.  Every attendee received a full swag bag that included products from the brands that provided treatments plus Aromafloria, Boca Terry, Mirabella, Plum Smooth, Therapearl, Biofreeze, and The Universe Knows.

“Thanks so much for creating a fun time for everyone to get together,” says Angee Smithee, Spa Director at Spa Aviana at Hyatt Regency Scottsdale. “There was a great assortment of companies and services represented and it appeared that everyone was appreciative.”

“I left feeling inspired to enhance my services,” says Michelle Moffard, Spa Director at Pointe Hilton Tapatio Cliffs Resort.  “This unique personalized experience gave me a better knowledge of the products.  I thought it was definitely helpful to sample products and meet the representatives and owners behind the items in the Universal Companies catalog. 

“ … the afternoon was wonderful.. the Wrap was incredible…  I am glad I said YES..  Hope to implement some ideas in the future..  says Mel Nutall, Dolce Spa & Salon.

The next Spa Day Event is in Las Vegas at The Cosmopolitan on August 30th. Full treatments are available from Bamboo Fusion massage, Alaska Glacial Mud body treatment and HydraFacial by Edge Systems, as well as a host of mini treatments from Universal’s brands and featured partners.  

Debra from Eurasia Spa at Scottsdale Resort with Mirabella Makeup

Erika from Westin Kierland receiving an Eco-fin treatment

HydraFacial treatment

The swag bag!

Michelle from Pointe Hilton Tapatio

Leslie Lyon

While attending a Woman’s Convention earlier this year, one of the speakers said something that I have never forgotten. She said that if you come away from a conference with 2 or 3 good contacts, you have done well. That comment really put things into perspective for me. And since then, I have applied that benchmark to other situations, including my many visits to spas and the “takeaways” I find at each of them.

Whether I’m on a family trip, or a business trip, whether I encounter an inspirational takeaway, or it’s a lesson learned, these observations always make the experience so wonderfully worthwhile!

At a recent ISPA Conference in Las Vegas, I visited the Qua Spa at Caesars Palace. The simple, yet ultimate idea of having cedar warming closets for their clients’ robes really excited me! The little “fireplaces” contained in the closets were absolutely brilliant!

The Bellagio in Vegas re-sparked my passion for jaw-dropping decorating ideas when I viewed the stunning, vivid, hand blown glass flowers by world-renowned artist Dale Chihuly gracing the ceiling of the Bellagio lobby.

The “epic” ski conditions in Aspen Colorado were inspirational enough, but while at the Remede Spa in the St. Regis Hotel there, I was further inspired. The smooth stones and pebbles used in the flooring, showers, and waterfall areas provided me with a unique perspective on new flooring ideas. The 2 hour “all-in” facial was a glorious experience, and it was interesting to note that the therapist used a ladle to fill shower caps with paraffin wax to wrap my hands and feet in. It was extraordinary to see this safe, efficient, and cost-effective method being employed in such an elite spa. And that evening at the hotel’s restaurant, Olives, the little coal burning BBQ that the youngest member of our family received to roast his hand-twirled marshmallow S’mores on was fascinating and won’t soon be forgotten.

The sensational multi-nozzle shower made with exotic moulds and colourful mosaic tiles at the Pebble Beach Spa in California was a spectacle to behold and inspired me to imagine that perhaps even a scaled down version could be just as fantastic as this one was, if done as well.

The four-hands massage at La Costa Spa in California confirmed to me that spa treatments are an art and above all else, our therapists must be trained to become artists.

The (Deepak) Chopra Centre’s unique selection of spiritual gifts, including posters; stones; scarves; candles; tapes & books, reminded me that shopping is an activity; it’s entertainment, and we must have at least of showing of these functional offerings for our hunting & gathering guests.

And aside from the most exhilarating experience of my life (zip trekking 300 feet in the air between Blackholm and Whistler mountains in British Columbia), the Spa at the Four Seasons Hotel in Whistler sold me on their incredible choices of furniture and fixtures, reminding me of the importance of choosing where you’re going to splurge.

Do you like inspirational ideas? Please return to read Lessons Learned, Part II !

Lisa Starr

An interview with Monica Barter of COMO Resorts

When you are feeling challenged by delivering top-quality spa services in a difficult business environment, consider the job facing Monica Barter, COO of COMO Resorts.  Barter oversees eight spas at COMO properties in far-flung locales such as the Caribbean, UK and Bhutan, and I was fortunate to meet her at the COMO Shambhala Estate on the edge of Ubud, Bali during the recent Global Spa Summit.  The Estate is a five-star destination for discerning travelers in the green heart of Bali, and it’s collection of individually designed “residences” and 12,000 square foot spa create a wonderful haven in the jungle.  Ubud is considered a “town,” it is really an area; the Ubud village with two main streets lined with shops, restaurants and small hotels, and a few smaller villages on the outskirts, surrounded by fields growing rice, tea and coffee.  Despite its somewhat remote location,  the guests at the Estate still expect the best in hospitality and spa treatments, no matter how hard it is to find staff.  Barter excels at creating an environment where high quality spa experiences can be enjoyed by the guests, regardless of the season, or how hard it may be to find qualified staff. 

COMO Shambhala is a Wellness Retreat, and so the focus on health and spa treatments is more evident than at some of the other COMO properties.  The Estate employs mostly local staff, which helps to connect the Estate and the community.  Although many of the spa therapists are, as Balinese, naturally intuitive healers, Barter does use her training budget to send many of them to Singapore for more advanced formal training.  Barter maintains that “What keeps people interested is allowing them to know that they have a career path with you.”  When possible, Barter will rotate staff among COMO properties, which provides both additional training and the ability to better understand the COMO group.  Says Barter, “We have guests who are COMO fans and travel to various COMO properties, and they are sometimes amazed to find therapists they are familiar with.  This, in turn, makes the staff feel involved, and rewards them for stepping out of their comfort zone.”  The Shambhala spa staff of about 30 people include yoga & pilates teachers, an ayurvedic doctor, a nutritionist, an acupuncturist, a Tai Chi master, and therapists and support staff. 

Barter usually hires staff who have some English-speaking experience, but also employs an inhouse English tutor.  COMO, like most resort properties worldwide, pays their staff a monthly salary, but they also include a monthly recognition and reward system for a variety of metrics, and staff can nominate each other.   Barter notes that they have 10 different nationalities working at Shambhala, and so the company hosts staff outings off property, where family in invited and everyone can “let their hair down.”  Because she employs so many young women in family situations, Barter actually has a staff pregnancy roster, and they follow it!

Retailing is always a challenge, as at any resort property, where guests are typically already invested in a skincare regimen.  The Balinese people are non-intrusive by nature, so the concept of retailing is challenging, but Barter encourages her staff to find one “hero” product they are comfortable recommending, which creates a layering approach for the clients; 3 different people each recommending one product can result in higher sales than 1 person recommending 3 products.  Barter relies on those staff members who are comfortable with making homecare recommendations to drive sales efforts, and this strategy allows her to meet her numbers.

Treatment Room in Kedara

Nancy Griffin

The spa industry took a huge leap forward last month with the launch of SpaEvidence.com . The Global Spa Summit sponsored-site is an industry portal that documents the medical benefits of spa and wellness therapies. The site contains thousands of clinical studies, and is a key resource to educate spa professionals and consumers on the efficacies of spa treatments.

“Our industries have long been accused of soft, anecdotal claims, when what was really missing was a resource to access the clinical research that supports so much of what we do,” says Susie Ellis, President of SpaFinder and GSS board member. Spaevidence.com draws upon four pre-existing databases to collate clinical evidence on the efficacy of 22 key spa therapies.

SpaEvidence’s Key Features:

Research Channel: Users can search four of the most authoritative Evidence-Based Medicine databases for studies on 21 spa and wellness approaches: Natural Standard, The Cochrane Library, PubMed and TRIP.

Spotlight Channel: Highlights select medical studies for each therapy as a springboard to further research.

Studies-in-Progress: Visitors can investigate the clinical trials underway globally.

“Conversations” & “Contributions”: Users can contribute studies about — and their own experiences/outcomes with — spa/wellness approaches.

Integrative medicine leaders Dr. Marc Cohen (professor, Royal Melbourne Institute of Technology, AU), Dr. Daniel Friedland and Dr. Kenneth Pelletier served as the site‘s medical consultants and were critical in shaping the resource. “Increasingly more clinicians agree that one of the largest bodies of medical evidence is the one demonstrating that lifestyle changes, mind-body approaches and stress-reduction have the largest impact, on the largest number of health conditions, for the largest number of people,” noted Pelletier, clinical professor of medicine, University of Arizona and University of California, San Francisco. “SpaEvidence.com is a breakthrough because the evidence already exists, but until now it hasn‘t been easily accessible.”

Spa professionals across the globe are invited to get involved by linking directly to the portal from the their websites through logos and banners. “Embracing transparency is the path to true legitimacy and industry growth,” says Ellis. “I hope every spa and wellness center worldwide will use this portal, link to it and spread the word.”

Lisa Sykes

Aaah, yes, more ubiquitous advice on healthy living. From the slick covers of monthly magazines to overcaffeinated morning show hosts, your clients are getting wellness tips at every turn, but are they getting them from you? What types of advice do you give your clients before they leave your facility? It’s imperative that clients not only know you care about their health during their treatments but also in between. Here are a few simple measures you can share with them before they return:

 1. Drink Plenty of Water. The “8 x 8” rule (8-8 oz. glasses per day) generally applies here, but the amount could vary per person due to climate, amount of activity, and weight. Try dividing your weight in half, the outcome is the number of ounces you should drink. Sufficient water intake promotes alertness, encourages healing, flushes toxins, and reduces risk of kidney stones.

2. Take Your Vitamins. Referring back to the first step, add some granulated B12 to one of your glasses of water per day. Taking an easily digestible multivitamin is also important. Daily stressors can chip away at your immune system, so having back-up can help counteract this erosion. 

3. Avoid Stress. Realistically? Not always possible. However, you can at least reduce it to a tolerable level.

One thing we all do is try to be accommodating, but sometimes it’s just best to say “no” rather than overextend ourselves to the point of exhaustion.

Regrouping is essential too.  Designate thirty minutes a day for decompression, whether you practice yoga techniques, deep breathing exercises, or just lie still with your eyes closed. 

Realize that you are not always in control, and don’t just accept it; embrace it. Work with the tools you have and do the best you can.

4. Adopt Good Eating Habits. Yeah, yeah, avoid fast and processed foods. But it goes beyond that. Relax while you have a meal–eat at a table, not behind a desk or over the kitchen sink.  And, chew your food thoroughly.

Eat out less and prepare your meals at home, centering them around organic seasonal foods. Although this does require a little extra time, you will reap significant nutritional benefits. Try preparing plenty of food and dishing it out into small containers as “grab and go” meals for the rest of the week.  Still short on ideas and time? Consult with a personal chef.  Personal chefs don’t just cook for you; they offer advice on food preparation and meal planning too. 

Limit alcohol and sweets–empty calories.

If you need a quick snack, go for nutrient-rich foods like fresh vegetables and raw nuts.  Every bite you take should be abundant in vitamins and minerals your body can use. Food is not filler; it’s nourishment.

5. Exercise. Movement helps ease your mind and is good for the body. Try not to make it too routine or it becomes a chore. Free-form by breaking it up—perhaps a good brisk hike one day and Pilates the next.

Want more tips?  Read the full article here. And, please share with us–what wellness suggestions do you give to your clients?

Leslie Lyon

If you survived the last couple of years, you may now be feeling that everything will be ok.  But unfortunately “the rising tide does not lift all boats”.  Real change has happened and our approach to marketing has to change too.   Your mature offerings are undoubtedly causing you to suffer revenue declines.  You must freshen them up fast, and that’s just the beginning…

These power tips are not marketing ideas.  They are facts that you’ll need to master to ensure your marketing ideas will work.

First and foremost, it’s hard to ignore the fact that your competitors are probably doing many of the same things you are to meet their goals.  You need to assume the role of “thought leader” now.  No more “me too” mentality.   “Big data” research is your key to competing effectively and rising above.  Leverage the large flow of data that is now available to pinpoint consumer preferences and improve your decision making processes and minimize risk.  (Go2 Google Reader to access your favourite stuff all in one place, as soon as it’s posted).  Strive to create entirely new categories of your business.  Watch for things that you want, but can’t get. 

You just need to do one thing better or differently than anyone else in the world.  Period.

Your “wiredness” will be noticed by your audience, because they want to gauge and engage you.  I know you already have a crowded list of tasks, but experts will tell you that the highly networked business is the business that will see the quickest payday.  If you haven’t already, now is the time to develop your networking package and formally introduce yourself to the social world.  Try off the shelf solutions for blogs (WordPress or Serendipity) and social media packages (Social Media Management Mavens).  Website design and SEO companies have saturated the market, so just make sure they are at the top of their game with the newest platforms and highest page rankings. 

Social Proof – Virtual audiences favour industry experts.  Show evidence that what you do is true and of essential importance.  Use testimonials, endorsements, expert opinions, client lists, awards, memberships, and certificates.  But, be ingenious about it.  Link testimonials to our industry’s main objections (price and service) and use third party and once-removed endorsements (my husband says that I have never looked better…Oprah loves this product…). 

Perceived Value – If your brand dominates in high perceived value, you are considered relevant, on-trend, and influential.  Dominant brands share one primary point: they boast an excellent service and buying experience, which means a lot of things are working.  Set up your test and learn kitchen, try value pricing and over servicing a small selection of key items, for a moderate period of time.  Did your more expensive, less visible items offset this sacrifice, and very importantly, did you heighten perceived value?  And consider giving something away for free, like an educational eBook.  This not only boosts PV, it exponentially grows your data base. 

Passive (online) Income – Use this third revenue stream to lower your costs of doing business.  Set up your e-commerce website (Volusion or Interspire) to sell your products and services online. Or, use the ad-supported model where you offer information at no cost to users, and collect advertising dollars from companies who will pay for exposure to those users.  The cross-subsidization model may also appeal to you, where you offer something free to a certain group, which is offset by a group who have chosen to pay a premium for broader use of it. 

Mobile Marketing – Over 4 billion people use cell phones, and 450 million use the web as a fully mobile experience.  Start collecting mobile contact numbers now because before you know it, mobile ads will be a primary form of advertising, and you’ll have missed that boat. Smart phones usually display websites nicely, but you may want to consider eventually upgrading your website to a mobile-friendly format.

Rules of Engagement: Always attempt to emotionally connect to your client and make them want to help you achieve your goals.  And never forget:  To thy own self be true.  Your choices must float your boat!

Felicia Brown

I recently read a blog post by Les Sweeney, the President of Associated Bodywork & Massage Professionals (ABMP) called “What Do You Dream Of?”  In it, Les talks about how much more he appreciates simple pleasures, how much less he is concerned about trivial things – and how he looks forward to owning another convertible someday. I really appreciated the reminder to stay grounded in what’s good in my life as well as the encouragement to think about what I really want in my life and business.

I don’t know about you, but sometimes, I dwell on all the stuff I want to “fix” or cross off my “to-do” list and forget to focus on simply being grateful for the wonderful things in my life. But when I shift that focus to celebrate my blessings and strengths, the things I want to change either fade in importance or are easier to fix.

The same is true in business. When you focus your energy on all the things that are wrong – such as not having enough customers or having too many of the wrong employees – a negative energy flows into and through everything you do. It may be subtle, but it can be felt by your clients and staff. It even shows up in your marketing and business communications.

Yet, by focusing on the fabulous things about your business (such as the clients you do have, a convenient location or tranquil environment, a great training program for employees, unique and fun treatments, a product line you love) this positive energy can be felt throughout the business and by everyone who enters it. (Yes, I am a fan of The Secret and many other books like it.) This positive energy and focus can actually help you remember what is most important to you in your business – and give you the courage, energy and drive to achieve those things that you still want to do.

So, what are one or two things you are MOST proud of or grateful for in your business? What do your staff members tell you they enjoy most about working for you? If these are tough questions to answer, then ask your customers what they most love about coming to you and why they recommend you to others.

Start making a list that you can share with your team to get everyone excited and enthusiastic about your company. Then, continue to celebrate your strengths as a part of your ongoing marketing and motivation efforts. Recap new comments/compliments in your staff meetings, share testimonials in email newsletters, link to positive reviews on your website and social media profiles and anything else that will remind you and your staff to “accentuate the positive.”

Feel free to start the gratitude or “brag list” for your business here. And if you have something great to say about your team, be sure to share this article with them so they can read about themselves and have something else to be proud and positive about. When they feel that way, they’ll be more engaged and ready to help you and your business succeed. And that’s something to be grateful for!

Want more tips on marketing or motivating and managing your staff? Check out my pages on Facebook at www.facebook.com/Spalutions, www.facebook.com/SmartSpaMarketing, and www.facebook.com/EveryTouchMarketing