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