Pulse June 2018 - Page 4

FROM YOUR CHAIRMAN 2018 ISPA BOARD OF DIRECTORS ELECTED OFFICERS CHAIRMAN Garrett Mersberger Kohler Co. VICE CHAIRMAN Todd Hewitt Shangri-La International I HAVE THE QUOTE ON THE LEFT BY TOM PETERS hanging in my office because ACTING SECRETARY/TREASURER Todd Shaw Technogym it is something I wholeheartedly believe in. We can’t be at DIRECTORS Sharilyn Abbajay Mattison Avenue Salon Spa Suites ISPA Foundation Vice Chairman every one of our spas, in every treatment room, at every customer interaction—but that’s a good thing. It gives our employees the chance to step up and become leaders. Instead of constantly being there, it’s our job to empower our employees to make decisions themselves. “Good leaders don’t create followers, they create more leaders.” – TOM PETERS Empowering employees to have the confidence to Noel Asmar Noel Asmar Group, Inc. Damien Craft Four Seasons Westlake Village Scott Duncan Spa Gregorie’s Brennan Evans Trilogy Spa Holdings give their clients top-notch customer service is how Blake Feeney Living Earth Crafts guests walk away with the best experience. When your Kelleye Heydan The Edgewater Resort & Spa staff is confident and not afraid to get in trouble for making in-the-moment decisions like comping a bottle of Patrick Huey Montage Hotels & Resorts champagne for a special occasion or giving a customer a Kristine Huffman Hutchinson Consulting free lunch because they’ve had a poor experience, Laura Parsons ESPA International (US) Ltd. (Spa Division) customers can see and feel it. Frank Pitsikalis ResortSuite ISPA Foundation Chairman Before working in the spa industry, I worked in a few membership clubs. Working with members can be different than a spa in the way that you see those members every day. So that means they can see you at your absolute best, and the next day at your worst. It’s frustrating because of course we can’t be “on” all the time. What it taught me, though, is that no matter what, I must bring my best to the customer every single day. “Every guest, every time,” is the mantra my teams repeat at our daily lineups. In the spa, we may not see that customer again for a few weeks, or months, or even years, but they still deserve our best. Eric Stephenson Elements Massage Michael Tompkins Hutchinson Consulting Immediate Past Chair Robert Vance Sensei Retreats Lana'i Lynne McNees International SPA Association MEDICAL ADVISOR Brent A. Bauer, MD Mayo Clinic So remember, you already have an incredible group of people working for you who are passionate about serving your customers. It’s up to us as leaders to create more leaders – CHAIRMEN’S COUNCIL to empower them to lead with confidence and create experiences that last in the minds Past ISPA Chairmen who are current members: of your customers. Gayle Brady • Brady Spa Consulting Ella Kent • The Spa at Sea Island Jeff Kohl • Spa & Club Ideations Jean Kolb • Well By Choice John Korpi • Korpi & Korpi —GARRETT MERSBERGER, CHAIRMAN Kate Mearns • LIVunLtd Jim Root • Mii amo Jane Segerberg • Segerberg Spa Consulting, LLC 2 PULSE ■ June 2018 Deborah Waldvogel • ResortSuite