6 PULSE � OCTOBER 2021 VOLUME 31 � ISSUE 9 PULSE . EXPERIENCEISPA . COM OCTOBER Spas and Technology Bridging the Gap BY JOSH CORMAN 22 TOWN HALL Managing Guest Expectations BY JOSH CORMAN 50 The Power of a Testimonial ( and How to Get More ) BY JULIE PANKEY 42 New Beginnings : ISPA Starts Board Selection Process BY SAMANTHA SMITH 45 PULSE Showcase SPECIAL ADVERTISING SUPPLEMENT 36 Revenue Management in the Spa Industry BY JOSH CORMAN 18 Retail Strategy Shakeups BY JOSH CORMAN 14 PART THREE IN MEMORIAM Susan Wheeler BY JENNIFER WAYLAND-SMITH 40 BY JOSH CORMAN 30 Jesse Tobin McCauley : Artist-in-Residence