As a rule, spa standards only cover aspects such as hygiene, grooming, treatment processes and a certain etiquette in dealings with clients. But while all these activities definitely belong in every quality assurance toolkit, they cannot guarantee your spa guests will experience the all-important ‘wow factor’ even once, let alone consistently. That would require clear, universal standards that apply specifically to the quality of spa treatments.
My goal is to provide those standards.
In my training, I implement clearly defined guidelines for what makes a treatment ‘good’ in every conceivable way. The quality markers I have defined may sound obvious but sadly, they are almost always overlooked. By considering and applying them, you can raise the bar and set new standards in quality.
In my view, the following quality markers are essential and apply to all treatments. They are designed to complement your existing policies and quality standards, and can be communicated in the form of a pledge or a commitment to quality.
Perhaps the most important quality marker in any spa is a living, breathing atmosphere of mindfulness. When therapists understand the »Art of Mindful Touch«, they signal a capacity for empathy, acceptance and respect the moment they make contact. To a well-trained, empathetic therapist, a treatment is more than just a sequence of well-rehearsed steps. At any given moment, it offers a wealth of subtle details they can pick up and work with.
PDF download: Quality markers in detail
A therapist who is truly ‘present’ has a quality that clients sense clearly: no casual touching, no sloppy techniques, no procedures that feel like they’re being performed on automatic pilot. Being present during treatment has a direct effect on treatment quality. By turning treatments into a form of meditation, presence also helps therapists to conserve their own resources more sustainably.
For communication to be truly purposeful, therapists need a meticulous understanding of their guests’ needs. In the TISS Training, your therapists discover why dissatisfied clients tend to simply put with their session (or parts of it) instead of speaking up. Even if guests leave a tip, they won’t necessarily recommend you or come back themselves. To prevent this happening, we train therapists to ask better questions. During the training, they adopt the role of guest – and feel for themselves how small changes in the way questions are put can make a huge difference.
TISS Training address and practice all Service Operation Procedures (SOPs) relating to safety standards. Special attention is given to covering and uncovering patients in a way that avoids any kind of irritation. When done correctly, covering tells clients they are safe and respected and are free to enjoy the massage totally while feeling touched in a positive way. Particularly during cross-gender sessions, it’s vital to avoid misunderstandings caused by details you can easily avoid.
The combination of TISS quality markers, SOP compliance and professional trainings helps you not just meet, but surpass your spa guests’ expectations.