“Delighting customers means continuously providing new value for customers sooner, so that they are willing to buy the firm’s goods and services not just today but also tomorrow. It goes beyond mere transactions; it’s about forging relationships.” – Steve Denning
The Saxon Spa and Studio and Isiphiwo Day Spa have done just that. Not only have they forged relationships with their guests but with their staff too. Although, both very different spa facilities, there is a unique specialness both have to offer as they have highlighted their strengths to delight guests in an awesome manner. Even more importantly they are profitable facilities. The definitive spa culture within both spas emulates passion; excellence and service delivery and ever increasing guest retention. Exceptionally well trained staff demonstrate competency because what they do is what they love .But why are these two spas signalled out as a South African success Story?
Both spas have been operational for a while but with hard work, commitment from management and the foresight to invest in various training opportunities for all staff, guests can experience the ultimate treatments. The high focus on training and continual evaluation to enhance improvements is now paying back. Significant, spectacular signature treatments on offer are enveloped with – passion and high performance allowing therapists to take ownership for their guest’s delight.
Inspired by massage mentor of many – Olivier Aron – Massage Trainer Extrodinaire, founder and principal of the Paris Massage Academy, these two spas have savoured the knowledge Olivier has imparted with unsurpassed passion. Not only has he ignited the passion and increased the energy spa massage therapists need to deliver the delight factor – the therapists who gave us treatments delighted us overwhelmingly. We just love this man’s energy and he has passed his passion onto his students. He has motivated his students to a new level and as a massage therapist this gives you back the energy you have expanded on your guests two fold.
Many signature experiences do not offer the experience menus promise – eager therapists often ask us if we enjoyed the treatments and we smile and tell them about Olivier and his wonderful energy. Unfortunately most enthusiastic therapists never have the chance to renew their energy, let alone attend at least one of his courses.
Back to our South African has success story – here’s a small take of signature treatments we experienced.
The Elemental Massage exclusive to the Saxon Spa was inspired by the four elements of life: earth, fire water and air and this totally blew us away – what a sublime treatment, incredibly creative and delivered with passion. This is probably one of the best signature massages both Michelle and I have ever experienced. The therapists interpret the different elements and execute the different techniques eloquently and with fine precision. From the earth element, which shapes and rebuilds your body, to the fire element where the technique changes into a fiery energy with rapid harder movements, leaving the skin awakened. The water element is then portrayed in deep, wide and flowing movements encouraging circulation and peace through touch as your cares are washed away, and the air element is revealed with the use of a muslin cloth giving you the feel of a gentle fresh breeze, energizing one’s senses. The massage touches vary so distinctively from pressures and petrissages to relax the body at the beginning of the therapy, to rapid light moving strokes to boost and energise, followed by gliding for muscle relaxation , and short , light, frictional movements to re –energise, as well light stretching massage for joint relation and vibrations for deep relation. Natural organic oils are used to enhance the experience even more.
Isiphiwo Spa has taken Signature Treatments to a new level after receiving the Marketing and Signature training from Olivier Aron. Unique to Isiphiwo and creatively developed to immediately put guests at ease, providing excellent guest care throughout the treatment. This treatment is aimed at making the guest’s experience different. Special attention is given to each guest’s specific needs and these are fine- tuned to address any areas of concern. The journey affords the guest the ultimate luxury of escape and a chance to enjoy various massage techniques. Aromatic fragrances are selected to suit one’s mood and used in the treatment creating the exotic Voyage that is only meant for you as an individual. The therapist works in fascinating movements over the face and body incorporating a unique mini facial cleansing and pressure point massage, tension relieving stretches and mobilisations. A clever weaving together of ancient reflexology methods is included and the aim of the massage is to renew one’s mind and body. Packed with remarkable surprises that are sure to impress! An interesting combination of different moves tailor made for the individual connoisseur. A wonderful experience addressing client concerns in a delightful manner ending off with a deeply de-stressing back of the body massage.– a great new innovation. Of course no journey is complete without a relaxing drink –a special herbal tea ends the journey and quietly brings you back renewed.
“A sad statistic? The percentage of people who truly love what they are currently doing at work? It is a miserable 6 %! That means 94% of people are in various stages of disinterest, disillusion or despair.” Steve Denning I know for a fact that these two spas enjoy success because all members of the team belong to the 6 percent. Can you say the same about your team?
For more information on Signature Massage Courses with Olivier Aron, click here.
By Celeste Peters – TUV Rheinland Inspection Services (Pty) Ltd