Every spa wants to believe it gives outstanding service, and many claim to offer “world class” and “five star” customer care. But do you really? Does the massage therapist you just hired, who’s never patronized a world class spa, know how to deliver that level of service for a guest? How about your spa concierges?

Good news. It’s important to hire for aptitude and attitude; the rest you can teach. This foundation webinar is designed to help spa employees in every position, and at every level of experience, work closely as a team to create a stellar spa experience.

We’ll help your team understand how world class service is created, from the ground up. We’ll explain the vital importance of each of the three “ingredients” of legendary service: values, systems, and art. When these three ingredients are properly integrated by your team, guests have the sort of experiences that convert them to raving fans.

Your team will learn about:

• What customers value most
• The guest expectation of a five star spa experience
• The power of consistency, or why Systems drive all world class service
• How right-brained spa professionals can learn to love the “sacred geometry” of Systems, Rules, and Processes
• Process improvement and quality management skills for everyone in the spa
• Communication skills and easy, low-stress problem solving
• Understanding Social Styles
• Why “going above and beyond” starts with “mastering the basics”
• Unleashing the “Service Artist” within
• The magic of Deep Teamwork

This session includes an hour presentation and lecture followed by a question and answer session.

Click here to register.

If you own, manage or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the potential risks and rewards. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Class size is limited for maximum interaction with the instructor. Registration closes March 8.

Visit our registration site

Details on location, schedule and what to bring follow this agenda, below:

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

LOCATION:

Historic Independence Park Hotel, Philadelphia, Pennsylvania

CLASS SCHEDULE:

Sunday to Tuesday:

9:00 Continental Breakfast

9:30-5:30 Seminar

TUITION

$1599 per person

10% discount for more than one attendee (co workers, colleagues and friends are welcome to register, but one credit card will be required for the complete tuition payment)

10% discount for earlybird registration by February 6

Combine these discounts and multiple attendee/earlybirds and get 20% off

Registration closes March 8th

INCLUDES:

• Continental breakfasts
• Lunches
• Coffee Breaks
• All course materials, including our famous Spa Director’s Text
• One hour complimentary telephone consultation after you return to your business

WHAT TO BRING:

• Business cards to share with classmates
• Your current spa menu, if existing (copies if you’d like to trade with classmates)
• Your financial statements, for your reference during class
• Your floorplan, for your reference during class (if available)
• Your top three “learning takeaways” wish list for the course

Visit our registration site

Taught by Peggy Wynne Borgman, Wynne Business Executive Consultant and Lisa M. Starr, Wynne Business Senior Consultant

Premier live program begins February 27

Visit our registration site

If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the potential risks and rewards. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

This groundbreaking program has only been offered as a live seminar up until now. In this new online management education program, you’ll now be able to acquire the knowledge we pack into this three day program in an expanded, self-paced format.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management, online discounters, and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 28 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Just as with our live seminar, this program includes lectures and discussions with instructors Peggy Wynne Borgman and Lisa M. Starr.

Registration opens January 23

THE AGENDA

The program is presented in a series of modules:

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership and Communication

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

INCLUDES:

• Our proprietary Spa Director’s e-Text
• Assignments, online discussions and tests
• One hour private business coaching session

TUITION

$1299 per person, $899 per person for two or more participants from the same organization

IMPORTANT: For multiple attendee registration, please contact our registrar Erin Hackett: erin@prestonwynnebusiness.com

Join me at ISPA, in Las Vegas for, “Rebooting the Future: Reclaiming Your Strategic Dream, Post-Recession”

Presented by: Peggy Wynne Borgman
Wednesday, November 9, 2011
1:30 – 3 pm
Mandalay Bay Room J

Handouts not available for this session.

Has the recession left your company with a blurred vision or no vision? This empowering session will introduce you to a proven way to reclaim your company’s future, rebuild morale, and re-energize your team. Spa consultant and graphic facilitator Peggy Wynne Borgman will introduce you to the six key steps of Strategic Dreaming, which result in an inspiring, memorable and (best of all) shared vision. Beyond feel-good, a Strategic Dream drives tangible progress.  Participants leave with the tools to plan a Strategic Dreaming retreat of their own.

As a result, participants will learn:

• To identify the powerful opportunities a Strategic Dream, or fully articulated vision, brings to your organization.
• To recognize three specific forms of “strategic blindness” your company may have acquired on your journey through the recession.
• To understand the business advantages of Strategic Dreaming vs. those offered by brainstorming, planning and traditional approaches to formulating “visions.”

Sunday, September 11, 2011

4:00 p.m. to 5 p.m.

Do not miss out on an engaging and enlightening presentation that is guaranteed to make your leadership role at your spa much easier and more rewarding! Borgman discusses four key concepts at work in the management of spa staff: Delegation, influence, problem solving and coaching. During this seminar, attendees learn:

- How to determine the “social styles” of your employees, your clients and yourself with a revealing self-test that unlocks the door to effective communication.

- How to avoid ending up on the dangerous “mountain of assumption.”

- The two non-negotiable steps of every delegation.

- The difference between “motivating” and “influencing” people.

- Spa anthropology: a new approach to understanding what makes your employees
and clients tick.

- Problem solving that works: the “Five Whys” problem-solving approach.

- What coaching is—and what it is NOT.

- A simple coaching technique that takes the stress out of difficult conversations.

Taught by Peggy Wynne Borgman, Wynne Business Executive Consultant and Lisa M. Starr, Wynne Business Senior Consultant

If you own, manage or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the potential risks and rewards. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Class size is limited for maximum interaction with the instructor. Registration closes November 11.

Visit our registration site

Details on location, schedule and what to bring follow this agenda, below:

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

LOCATION:

The Inn at Saratoga in beautiful Saratoga, California.

CLASS SCHEDULE:

Sunday to Tuesday:

9:00 Continental Breakfast

9:30-5:30 Seminar

TUITION

$1599 per person

10% discount for more than one attendee (co workers, colleagues and friends are welcome to register, but one credit card will be required for the complete tuition payment)

10% discount for earlybird registration by October 16th

Combine these discounts and multiple attendee/earlybirds and get 20% off

Registration closes November 11th

INCLUDES:

• Continental breakfasts
• Lunches
• Coffee Breaks
• All course materials, including our famous Spa Director’s Text
• One hour complimentary telephone consultation after you return to your business

WHAT TO BRING:

• Business cards to share with classmates
• Your current spa menu, if existing (copies if you’d like to trade with classmates)
• Your financial statements, for your reference during class
• Your floorplan, for your reference during class (if available)
• Your top three “learning takeaways” wish list for the course

Visit our registration site

Join Wynne Business’ Senior Consultant, Lisa Starr for this one-day management training workshop, in China!

The rapid growth in China’s spa industry requires attention to detail and for managers to be at the top of their game.  This course will supply you with the tools you need to ensure that your spa can attract customers, operate smoothly and be profitable.

This course is not to be missed!  We will share practical and proven methods for improving spa performance.  Lisa will cover:

• Advanced financial management skills

• Spa marketing strategies and tactics

• Selecting, training and retaining the top employees

• Building an efficient operating infrastructure

This outstanding professional education opportunity will be presented at the Brilliant Resort & Spa, in Kunming, Yunnan.  Admission includes lunch and tea breaks, as well as your course text.  Attendees will receive a certificate of completion.

Class begins at 9:30 a.m. and ends at 5 p.m.  The class will be conducted in English.

US$178 for the SpaChina Summit attendees, and VIP members of the China Spa Association.

US$198 for regular members of the China Spa Association.

To register or for more information, please contact us at seminars@wynnebusiness.com

Taught by Lisa M. Starr, Wynne Business Senior Consultant

If you own, manage or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, the Spa Director’s Management Intensive will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the potential risks and rewards. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and recession-era employee morale issues are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa in California with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

Class size is limited for maximum interaction with the instructor. Registration closes July 21.

Visit our registration site

Details on location, schedule and what to bring follow this agenda, below:

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials”: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Should your spa market with online coupons?

Successful Spa Programs

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Modular menu design

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

LOCATION:

Independence Park Hotel, in Philadelphia’s Historic District

CLASS SCHEDULE:

Sunday to Tuesday:

9:00 Continental Breakfast

9:30-5:30 Seminar

TUITION

$1599 per person

10% discount for more than one attendee (co workers, colleagues and friends are welcome to register, but one credit card will be required for the complete tuition payment)

10% discount for earlybird registration by June 27

Combine these discounts and multiple attendee/earlybirds and get 20% off

Don’t wait! Registration closes Thursday, July 21

INCLUDES:

• Continental breakfasts
• Lunches
• Coffee Breaks
• All course materials, including our famous Spa Director’s Text
• One hour complimentary telephone consultation after you return to your business

WHAT TO BRING:

• Business cards to share with classmates
• Your current spa menu, if existing (copies if you’d like to trade with classmates)
• Your financial statements, for your reference during class
• Your floorplan, for your reference during class (if available)
• Your top three “learning takeaways” wish list for the course

Visit our registration site

Monday, June 20

Three hour Advanced Education session from 9 a.m. to 12 p.m.

Most spa owners know what they “should” be doing to build sales and improve customer service, but the reality of employee behaviors and attitudes, as well as industry culture, makes execution an uphill battle. This session helps you become a coach in the art of Selvice, a holistic approach to customer service and selling that is culturally correct for spa employees. Includes entertaining demonstrations of successful and unsuccessful employee behavior, as well as practical management techniques.

•    The foundation: does your current management structure support success?
•    Hiring Selvice oriented staff
•    Overcoming the belief that sales and service are conflicting behaviors
•    Rapport building made simple
•    Getting to the heart of what motivates your client
•    Programs, not services
•    Being the Expert you are: why it’s hard to sell yourself, what to do about it
•    Extending the invitation: overcoming the fear of “closing”
•    Keeping the Flame Alive: ways to keep the client relationship fresh
•    Making it Fresh Daily: secrets of client retention

•    Accountability: how to make it easier for you and them

Admission: $85 (after May 23, $135)

Sunday June 19

1040a-12p