conversations With
Bryan Williams continued
P: What's the most important piece of
advice you can give to ISPA members?
W: Literally treat your team exactly how you want them
to treat the guests. in other words, do everything you can
to serve your team and make them the recipient of the
caliber of service that you expect them to provide.
P: What’s the first step that a spa director
should take towards improving the overall
performance of their staff?
W: clearly and vividly articulate the vision of where you
want the spa to be ten years from now. What legacy do
we want to leave? What accomplishments will we
achieve? how will our guests, team members,
competitors and the industry describe our spa? n
QUICK QUOTES:
hometown: “St. Thomas, U.S. virgin Islands.”
favorite vacation spot: “Bali, Indonesia.”
favorite spa treatment: “Deep tissue
massage mixed with shiatsu.”
Personal motto: “Do not withhold good
from those who deserve it when it’s in
your power to help them.’ Proverbs 3:27.”
favorite color: “Purple.”
ideal day off: “if it’s warm, i
would spend the day with
my family in downtown
Washington, D.c.,
enjoying the
monuments, museums
and restaurants. We love
food!”
Bryan’s
resources
for isPa
memBers
Dr. Bryan Williams’ contributions go
beyond educating members at ISPA
Conference—through digital
resources, he helps them year-round
via the ISPA Academy and ISPA’s
online webinar portal.
Visit IsPA’s online resources page
to access the following spa-centric
strategies for success from Williams:
42
PULSE
■
jUnE 2019
WeBinars isPa academy
l “five stars versus four stars: the leader’s l “delivering a Wow experience”
role in driving World-class service”
Examine the characteristics of working in
a 5-star service environment, especially
focusing on the leader’s role in setting high
expectations and inspiring teams to
consistently serve with excellence.
Exceptional service isn’t a skill—it’s a
habit. In this article, Williams walks
through how to create and nurture the
habits that will lead to an exceptional
service experience for every customer,
every time.
l “sacred ground: exceptional habits to
re-hire, re-orient & re-engage yourself at
Work” Get inspired to make yourself more
valuable in your role and reconnect to your
work environment by elevating your personal
impact and your team’s effectiveness through
the development of four habits.
access these resources at:
experienceispa.com/ispa-academy
experienceispa.com/resources/webinars