“Communication is where leadership lives
and breathes—particularly in times like these.”
— GARY BURNISON, CEO, KORN FERRY
HINDSIGHT IS 20/20. What would our industry have done
differently if we had truly known what was coming? For
starters, we certainly wish we’d had a Spa Shut Down
Toolkit and the ISPA Spa Reopening Toolkit nailed down
before the crisis hit. But necessity is the mother of
invention, and being caught off-guard meant
that we’ve been able to work closely
with an amazing group of spa
leaders volunteering their time
and knowledge creating
resources. The Toolkit has
now been viewed nearly
150,000 times!
There are many things that
I’m sure you wish you’d have
done differently at your business,
but I’m equally certain there have
been unexpected blessings amidst the
challenges. The outpouring of creative solutions
over the past few months means that the current wave
of reopenings really feels more like a reinvention. Our
recent Town Halls have shared how so many spas are
reimagining their guest experiences and leaning on their
resource partners now more than ever. As we all know
so well, one cannot succeed without the other. I sure
wish we could remember that every day as we encounter
all kinds of opportunities to support and encourage one
another.
While there may be so many things we want to
change or focus on, we must be mindful to take one step
at a time and truly listen to our guests and team
members. Meet people where they are—not everyone
can come back to work immediately, and it’s critical to
ensure that your teams are trained and
feeling safe as we re-enter our work
homes. There will be plenty of time
to tweak and reinvent in exciting
new ways; now, we focus on the
basics and getting back to
serving guests with professionalism
and grace.
We’ve read over and over
during these past few months
that communication—truly
listening and making authentic
connections—is critical. I love this quote
from Korn Ferry’s CEO Gary Burnison:
“Communication is where leadership lives and breathes—
particularly in times like these.” I couldn’t agree more.
Listen to understand. Not to respond.
Thank you to all. If there is something you need as you
navigate this next normal, please reach out to us. If we
don’t have it, we will find it!
Stay well,
—LYNNE McNEES, ISPA PRESIDENT
CONNECT WITH ME ON FACEBOOK! Lynne Walker McNees
66 PULSE ■ JULY 2020