Complementary medicine expert, Malynn Utzinger takes time out to talk to Wahanda

August 21st, 2008

In the hot seat this week is Malynn Utzinger, a journalist turned doctor, and friend and wellness advisor to Wahanda. Instrumental in pushing the boundaries of complementary medicine, both in developing and teaching the first degree course of its kind at the University of Wisconsin, and in her current guise as founding member and Medical Director of Charym Integral Health, she aims to bring together the best of modern, western medicine with ancient healing traditions from around the world.

Malynn, you’ve had a full and varied career, initially studying journalism, what was it that made you enroll in medical school?

While studying journalism, I was drawn to questions of how the media affect our health and body image. My dad, a dentist, started bringing nutrition and biofeedback into his practice in the mid-70s, and my mom, an elementary school teacher, was interested in human potential—basically what would happen to kids if you treated them with respect right from the start. Eventually it became clear to me that I wanted to not only to write about health, but to sit down with others and help them make better decisions. So, after working in several health-related jobs, I went back to medical school and promised to make a difference in how medicine was taught and practiced.

The last few years have seen you work with some of the most esteemed professionals in their field, including the legendary Deepak Chopra. What did you take away from your experience with him?

Deepak Chopra is extraordinary—a man with vision and the courage and energy to support it. He also has a great sense of humor, which I’ve come to appreciate as a sign of true ‘advanced consciousnesses’. Of all the important things I took from him, I would say that he has taught me the most about simply trusting life.

You recently left Deepak Chopra to start an exciting new venture – Charym, tell all…

Charym comes from the Bhutanese word for ‘Beauty and Balance’ and is an idea, and an ideal, about health and beauty. It’s also a physical place where a person might go for a host of services related to health and beauty.

Our first location is in Litchfield, CT, where we have a yoga studio for classes that bridge yoga, pilates, and other types of movement. We also have a small spa, and a medical practice we call Integral Health. The beauty is that these services are all interconnected. People can come for a facial, for a consult for a serious disease, for a yoga class—or all of these. We’re also in the process of building in a specific track for people interested in Ayurveda —the ancient system of medicine in India.

Our ultimate goal is to develop a program that we can take to the inner cities - when we’re touching all elements of society, we’ll know we are making a difference.

Do you think society has finally accepted that Eastern and Western medicine can sit comfortably alongside one another?

Fifteen years ago, it was a struggle to explain that I was interested in holistic medicine. These days, it feels as though the door is wide open and demand is high. Even in traditional settings like hospitals and medical schools, there are programs in Integrative Medicine. Most western doctors know that even if they don’t become experts themselves in a ‘complementary’ approach, it might be helpful to understand some of the available options.

As an advisor to Wahanda, what was it that attracted you to the site?

Wahanda does a lot of things right. I love the fresh approach—not overly steeped clichéd language about the importance of mind-body-spirit, but rather using humour, lightness, and the simple presentation of really useful information. It’s designed to get right into the head of the person seeking the service, and anticipate what he or she would want to know.

I also love that Wahanda is built on the awareness that people these days are simply seeking wellness—even in their vacations! Having a site like Wahanda will help feed this cycle forward in a positive way, meaning that even more people will think of wellness first as a gift option, vacation, or quick lunch-hour treat. The more we can help people find creative ways to pursue wellness, the better off we’ll all be globally. Finally, I love the space Wahanda has created for user-driven content. You’re igniting a global conversation, and that’s fantastic.

Do you think Wahanda will face any challenges in becoming as accepted by therapists and professionals as it will be by consumers?

Well, of course some professionals can be a little threatened by the idea that a lay person is evaluating the efficacy of their therapy. At the same time, I’d say more therapists and professionals are actually interested in what people have to say. In a time when we still need more research on every aspect of medicine (traditional and holistic) it’s important to gather feedback from the people actually receiving these therapies. It is a form of research itself.

How do you unwind at the end of a long and stressful day?

A good walk is my best therapy. Sometimes a jog, but a brisk walk is my number one. I also love to cook - the more fresh veggies, herbs, olive oil and garlic, the better!

Finally, what advice or tips would you give to business owners and therapists to help improve the consumer experience?

At Charym we’ve tried to eliminate or cut down on unnecessary paperwork and replace it with genuine human interaction. I also think that although people crave a bit of pampering at a spa, it doesn’t have to be stiff or over the top. Spas can spend so much money on lavish spaces when there is a simpler version that might be just as striking and effective. And good food, I can’t say how quickly a spa experience can go downhill when the food is less than fresh and healthy. We have to remember to feed the inside as we feed the outside.

2008 British Spa Awards finalists announced

August 12th, 2008

In just under a month, spas and salons all over the UK will be gearing up for one of the most prestigious industry events on the beauty calendar. The British Beauty and Spa Awards, now in their 12th year, were among the first to recognise the increasing growth of the spa and beauty industry and so decided to help raise its profile by rewarding top-notch spas and salons with awards for innovation and excellence in their field (let’s hope they’ve been following Wahanda’s top tips)!

Although we’re not official judges (this year, anyway) representatives from sponsoring companies, industry experts and the beauty press will judge the finalists over two days - with no conferring. Salons, spas and individual therapists will then have to work their cotton socks off to meet all the criteria set for the category they enter. Previous winners include The Spa at the Mandarin Oriental, London, Stobo Castle, Scotland, Champneys Forest Mere, Hampshire and Wahanda’s favourite nail technician - Sophy Robson.

Heralded the Oscars of the beauty industry, Wahanda will be there on the night flying our very own health, beauty and wellness flag and finding out who’s going to be in the spotlight this September. We’ve already got our hands on the list of finalists and we’re hoping to get the chance to check some of them out in person before the award ceremony takes place on September 7th at The Royal Lancaster Hotel, London.

The finalists include (drum roll please)…

Beauty Therapist of the Year (sponsored by Decleor)

Carolyn Philpot from Pure Wellbeing by Design, St Albans

Nicole Robinson from Nicole Robinson Beauty, Weybridge

Rosin Eadon-McKenna from Glow, Wrexham

Margo Robertson from Beauty Network, Hamilton

Louise Snowdon from City Retreat Salon & Spa, Newcastle

Laura Wood from Relaxation Station, Worcester Park

Body Therapist of the Year (sponsored by Health & Beauty Salon)

Tina Kennedy from Senspa, Brockenhurst

Lynsey Ashman from The Haven on the Loch, Loch Lomond

Jamie Chalmers from One Spa, Edinburgh

Rebecca Livings from Serenity Spa, Seaham

Louise Postlewaite from Utopia Salons, Anglesey

Elaine Sadler from Balance Skincare Studio, Leamington Spa

Customer Care Award (sponsored by OPI)

Cedars Health & Beauty Centre, Gloucester

Revival Retreat, Glasgow

Pretty Woman, Leeds

Utopia Salons, Anglesey

Zen Lifestyle, Edinburgh

City Retreat Salon & Spa, Newcastle

Day Spa of the Year (Sponsored by Payot Paris)

KuBu Spa, Henley-on-Thames

Waterfall Spa, Leeds

Eastthorpe Hall Health & Beauty Spa, Mirfield

Pure Spa Silverburn, Glasgow

Chessgrove Day Spa, Bromsgrove

Portland Hall Spa, Southport

Destination/Hotel Spa of the Year (sponsored by ESPA)

Senspa, Brockenhurst

The Spa at Gleneagles by ESPA, Auchterarder

Rookery Hall Hotel & Spa, Nantwich

Thornton Hall Hotel & Spa, Thornton Hough

Alexander House Hotel & Utopia Spa, East Grinstead

Titanic Spa, Huddersfield

Norton House Hotel, Edinburgh

Facial Therapist of the Year (sponsored by Guinot)

Lynn Daniels from The Haven on the Loch, Loch Lomond

Melanie Verity from Pure Health & Beauty, Lewes

Jessica Hayton from Serenity Spa, Seaham

Jennifer Emms from Cedars Health & Beauty Centres, Gloucester

Jennifer Griffiths from Glow, Wrexham

Emma Clark from Epitome Health & Beauty, Bushey Heath

Manicurist of the Year (sponsored by Jessica)

Claire Bradshaw from Tranquility Beauty, Wolverhampton

Linda Butler from Just Nails, Poole

Heather Brown from Glow, Wrexham

Alison Smith from Epitome Health & Beauty, Bushey Heath

Kate Reeves from The City Retreat, Newcastle

Samantha Calvert from Way Beyond Beauty, Dewsbury

Marketing Award (sponsored by the London College of Beauty Therapy)

Beyond Beauty, Cheltenham

The Day Spa at Whittlebury Hall, Northampton

Pretty Woman, Leeds

Tulsi, Reigate

Utopia Salons, Anglesey

Zen Lifestyle, Edinburgh

Titanic Spa, Huddersfield

Nail Professional of the Year (sponsored by Grafton International)

Sam Biddle, Dorset

Susan Green from En Route Hair Design, Wakefield

Claire Durtnall-Holland from Perfect Elegance, Eastbourne

Elise Scholes from Flawless Nails, Stoke–on-Trent

Liza Smith from Bodylines, Sittingbourne

Belinda Price from Nailspa, Huddersfield

Retail Salon of the Year (sponsored by Health & Beauty Salon)

Cedars Health & Beauty Centre, Gloucester

Beauty Beyond, Cheltenham

Serenity Spa, Seaham

Zen Lifestyle, Edinburgh

Training Award (sponsored by International Dermal Institute)

Serenity Spa, Seaham

Revival Retreat, Glasgow

Epitome Health & Beauty, Bushey Heath

Zen Lifestyle, Edinburgh

London & South East (sponsored by Vibro Tone)

La Mirage Beauty & Laser Clinic, Stanmore

Skin Deep Beauty Clinic, Elstree

Cedars Health & Beauty Centres, Bushey Heath

Epitome Health & Beauty, Bushey Heath

In-Touch, Southend-on-Sea

In Harmony Spirit & Balance, East Molesey

Skin & Tonic Beauty Salon, St Albans

Midlands & North East (sponsored by Health & Beauty Salon)

LA & CO Professional Hair & Beauty, Litchfield

Beauty Beyond, Cheltenham

Helene at L’Academie, Shipston-on-Stour

Pretty Woman, Leeds

City Retreat Salon & Spa, Newcastle

Elysium Day Spa, Leamington Spa

North West & Scotland (sponsored by Health & Beauty Salon)

The Haven on the Loch, Loch Lomond

Revival Retreat, Glasgow

Zen Lifestyle, Edinburgh

Celeste Beauty Spa, Edinburgh

Pure, Edinburgh

Beauty Network, Hamilton

Wales & South West (sponsored by Salon Secure)

The Beauty Clinic, Clevedon

Cedars Health & Beauty Centres, Gloucester

Aspirations Hair & Beauty, Clevedon

Utopia Salons, Anglesey

Figure & Face, Welshpool

Frontlinestyle, Bath

The Secret Spa, Holt

Salon Director of the Year (sponsored by Carita)

Julie Speed from Cedars Health & Beauty Centres Gloucester

Debra Bell from The Haven on the Loch, Loch Lomond

Sara Shoemark from Glow, Wrexham

Rebecca Lane from Epitome Health & Beauty, Bushey Heath

Lynda Tarpey from Pretty Woman, Leeds

Fiona Fowley from Zen Lifestyle, Edinburgh

Salon of the Year (sponsored by Health & Beauty Salon)

The winners of the regional categories will be judged and the winner of Salon of the Year will be announced on the evening of the awards.

Wahanda’s Top Tips for Spa Professionals (Part One): Before the Appointment

July 31st, 2008

It’s a tough job, but someone’s got to do it. Working at Wahanda means visiting our fair share of spas, salons and fitness centres, reading through countless user reviews on Wahanda and sharing experiences with all spa goers, yet I’m still amazed at how inconsistent and varying the service can be from spa to spa. The good news is that there is trend to the complaints & feedback, so spas & wellness professionals can be heartened by the fact that small changes can make a big difference. And these small changes will lead to better customer service, and more satisfied (and repeat) clientele.

So I decided it was high time to turn all of these observations into something constructive, and have produced a list of top tips for spas, staff and therapists to take note of, so everyone that walks through the doors of a spa or salon leaves 100% satisfied.

There are plenty of places that list ‘Spa Etiquette’ for customers, but never for the professionals - at Wahanda we’re all about tearing down walls, demystifying the mystical, removing velvet ropes and opening up the dialogue. I want this top tips feature to become a reference for ‘best practice’ that everyone - spa owners, managers, staff and independent therapists alike, can consult to make sure they’re up to speed on what consumers expect. I’d love to hear your own personal feedback too. Plus, we plan on incorporating these tips as a permanent part of the Wahanda site for future reference.

Through this three-part feature I’ll focus on the pre, during and post treatment experience. This week, it’s all about:

Pre-appointment tips…

Before coming to the venue, the wellness business & professional should:

  • Ask the customer’s preference for a male or female therapist

I know many women who want female therapists, and many men who feel uncomfortable having male therapists. At the same time, some men who prefer male therapists to perform treatments such as deep tissue or sports massages, so it’s really important that spas and businesses clarify this beforehand – you’d be surprised how often this is not the case!

  • Staff should be able to explain all treatments on offer

All phone and front desk staff should have either experienced all of the treatments you offer, or have an in-depth understanding of all treatments so that they can explain to consumers what is involved

  • Inform the customer as to the undergarment policy / clothing requirements

It’s critical the customer knows in advance what the undergarment policy is and what the etiquette is for how to dress underneath the robe. On Wahanda we capture this information in our spa listings whenever possible so our users know exactly what to expect. Sometimes the policy depends by therapist, so it is the responsibility of the business to inform the customer

  • Advise the client of how early they should arrive pre-treatment

Some spas give you these inane forms to fill out before each appointment, so if it’s going to take 15 minutes to complete, let me know on the phone so the pen-pushing doesn’t eat into my treatment time.

  • If I filled out a form the first time I came to your spa, do me a favour and keep it on file so I don’t have to fill out a new one every time I come back

If circumstances have changed or I have a new problem area, I’ll tell you.

  • Inform the customer of the cancellation policy

Doing so verbally will eliminate any misunderstandings.

I am sure there are many other “pre-appointment” tips, so please let us know so we can begin to create a comprehensive reference.

Hot Stuff

July 15th, 2008

Image source: Getty @ Telegraph.co.uk

One thing we’ve noticed here at Wahanda is the surge in searches for fiery fitness craze - Bikram yoga. At first we were a little baffled by the sudden interest, but after some serious scrutinisation we think we’ve managed to uncover exactly why it’s at the top of everyone’s list…

Unless you’ve been walking around in a bubble for the past month, you’ll probably have witnessed the unveiling of Mr Andy Murray’s new-found Murray muscles. The cheeky Scot lifted his sleeves to reveal his honed and toned guns of steel after his win over Richard Gasquet propelled him into the Wimbledon semi-finals. Unfortunately, they weren’t quite powerful enough to see him lift the winning trophy, but nevertheless we can’t help but be a tiny bit jealous of those muscular attributes.

We were even more impressed when we found out his new and improved physique was a result of practising Bikram yoga. A favourite with celebrities such as Elle McPherson, Madonna, Daniel Craig and now the wannabe Wimbledon star, these hardcore 90 minute classes which take place in rooms heated to 45 degrees, have been likened to carrying out yoga in a sauna. Currently there are eight Bikram yoga centres in the UK, although with such a hot guest list, we predict there might be more popping up in the near future. To find out where your nearest centre is, click here.

Wahanda talks to hotel legend turned spa star, Wolf Hengst

July 10th, 2008

Wolf HengstThis week we sit down with Wolf Hengst, a legend in the hospitality world and Chairman of Wahanda, to share his experience in spa and wellness. After nearly 30 years, Wolf recently retired as the President of World Wide Operations at Four Seasons Hotels and Resorts. In recognition of his contributions he was awarded the highly prestigious J.D. Power Founders award for outstanding, sustained contribution to customer service. He is only the 17th person (or company) ever to receive the award.


Wahanda: For 30 years you worked with the prestigious Four Seasons Hotel Group who were famous for opening the first full-service spas in hotels in the mid-80s. What involvement did you have in that decision and why did you think it was such an important area for hotels to branch into?

WH: More than 28 years ago when at Four Seasons we were planning the construction of the Four Seasons Hotel and Resort in Dallas, Texas, and our first major resort was under development in Maui, Hawaii, our founder Isadore Sharp, a self described fitness maniac and lifestyle visionary discussed with me the opportunity to do something quite different for our resorts and consider the inclusion of a spa. He sent me, along with our top design executive to a few highly regarded spas including Canyon Ranch to see how this could fit with Four Seasons in the future. I was immediately hooked and enthusiastically advocated the inclusion of a spa in Dallas and for that matter all future resorts. We felt that along with increased awareness of fitness as part of our guest’s lifestyle, spas were going to become a natural extension of guest services.

Wahanda: You’re certainly worldly-wise. Born in Germany, raised in Australia and trained in Switzerland, your job then took you from America to Hong Kong to Canada. What parts of the world are leading the way in the spa industry?

WH: During the years that I was training in Europe, Europe was the leader in wellness and water-based spas. It’s spa history is legendary - both for medical reasons and relaxation. One only needs to think of Evian and Bath as an example. Today, I believe North America and Asia are the trendsetters where life style, fitness, relaxation and holistic medicine converge. The reasons for this are the intense changes in the lives of the baby boomers and the growing affluence and lifestyle changes of the Asian population.

Wahanda: Apparently America has more spas than Starbucks, do you think this will become the case for the UK and Europe?

WH: As you know, Starbucks just announced the cutback of hundreds of stores in America so I believe the continuing growth of spas in the UK and Europe will certainly surpass the ambitions of Starbucks. Starbucks is about kicking into action each morning whereas spas are about maintaining lifelong action though wellness and healthy lifestyles.

Wahanda: What are you working on now?

WH: The most exciting thing I am working on now is my involvement with a fabulous group of young, ambitious, knowledgeable, keen men and women at Wahanda who are creating an e-commerce and online wellness community that is going to revolutionize access to wellness, spa and beauty businesses at a level not found before. I am on the boards of three companies as well as the University of Houston Conrad Hilton Hotel School, which is working towards creating a spa management programme. I am also on the board of the not for profit GMAC company based outside of Washington, DC.

Wahanda: What was it that attracted you to Wahanda?

WH: Wahanda’s business model, when first shown to me one year ago now, stirred great excitement in me because I realized that Wahanda’s Founders, Lopo Champalimaud and Salim Mitha, were on to something that was missing for the customer looking for an e-commerce site on the internet that was comprehensive, intuitive, user friendly, interactive as well as uncomplicated. It was going to be a site that was providing a perfect marriage between the customers and spa, wellness and beauty businesses. Not less important to me was the quality of the investors behind Wahanda who all have a history of successes both on the Internet and other businesses as well as a passion for wellness and spas.

Wahanda: How do you think the site will change people’s perceptions of the spa and wellness industry?

WH: The site will take away the mystique of spas and the perceived inaccessibility of wellness and beauty centres. Yoga is not a religion and hot stone massage is not a torture and you’ll find out if you have to take your shorts off for a massage. It will answer all the questions with understanding and a sense of humour too.

Wahanda: You recently spoke on a panel at the Global Spa Summit about the shortage of skilled labour in the spa industry. Can you tell us more about that?

WH: Labour shortage is an important, critical issue for the industry as reflected in the vote taken of participants at the Global Spa Summit. It ranked first amongst all issues for the industry that were presented. A task force had been established at the previous summit to assist members in discussing possible solutions. The short and long of it (and the long dominates) is that the industry as a whole needs to be better recognized as a place where there is money to be made as a therapist, aesthetician, wellness instructor and discipline manager and that there are long term careers to be had that are exciting, rewarding and meaningful.

What can be better in life than to help others to live a better, healthier and beautiful life? University and schools throughout the world need to understand the business and initiate programmes that will feed the industry with keen, excited managers for this growing, leading business in the leisure and hospitality industry.

Wahanda: You’re a (four) seasoned professional when it comes to spas, what tips or advice would you give to business owners and therapists to help improve the consumers experience?

WH: The consumer/customer experience is determined by the quality of the therapy and the intuitive, friendly, genuine service provided. It is a given that the spa owner or operator has a beautiful, clean, inviting environment. If there was ever a description of a business that requires “high touch” and less “high tech” then it is the spa and wellness business. So, train the staff, then train again and never stop listening to both your customer and your staff. Product and service of the highest quality provided will be followed by the highest profit naturally.

Wahanda: Finally, what treatment would you love to try that you haven’t already?

WH: Six hands massage ☺

Wellness is big business

July 3rd, 2008

The Global Spa Summit has released the latest data on the spa market and it certainly makes for some interesting reading. They estimate the global spa economy is now worth $60 billion worldwide, and more than $250 billion once you factor in the impact of the spa industry on hospitality, tourism and related products. Of course, wellness is more than just spas, so if you add to that the beauty, fitness, wellness, products and health food markets, you’re talking about a trillion dollar market!

We were never ones for maths and all those zeros can be hard to fathom, so let’s put that in perspective for a second. In 2007, according to official bodies, the hugely high profile worldwide motion picture box office took $26.7 billion, while the global recorded music market (including digital music) was $29 billion and, unlike the wellness industry, that’s a shrinking market.

But the market isn’t just large in terms of the money that’s spent - it’s big in terms of the number of providers as well. The study found that there are now more than 71,000 spas worldwide. Day and salon spas represent the majority of the market (63%), hotel spas (16%), medical spas (6%), and destination spas (2.1%).

Customers often tell us they’re overwhelmed by the choice in the wellness area and unsure of where to go - this report helps explain why. Consumers are spending increasingly large amounts of their disposable incomes on wellness, and given the scope of the industry, consumers deserve better tools to make more informed decisions about their wellness providers, and it’s here that we think Wahanda comes in.

Wahanda is officially open

June 30th, 2008

Welcome to the wonderful world of Wahanda. We’ve been squirreling away behind the scenes for months, and now we’re able to share it with you, we can hardly contain our excitement. You see, we have an unconditional love for everything health, beauty and wellness, and we know we’re not alone, so we put two and two together and came up with Wahanda.

Put simply, its need-to-know knowledge at your fingertips. How many times have you been looking for your nearest yoga centre but your search only comes up with yoga retreats abroad? Or what about when you’ve had a treatment you really want to shout about, but no-one wants to listen? That’s where we come in. We want to show you every yoga class within a 3 mile radius of your front door, give you information on treatments to try, and lend you our soapbox so you can share your experiences with other like-minded yoga bunnies.

With a humungous network of spas, salons, fitness centres and therapists, when you’re not working out offline, you can read up on therapies and remedies online. And because Wahanda is so super keen that you spend more time doing the things you like most, every time you see something that tickles your fancy, instead of making a mental note, you can create a virtual scrapbook full of all your favourites or pen reviews to share your tips with others in the community.

Last but not least is this blog where you’ll find all the backstage gossip; from what’s going on behind the scenes at spas and salons, to new one-off treatments. We’ll also be posting interviews with thought leaders in the wellness industry, dishing the dirt on the Wahanda warriors (that’s us in the office), as well as featuring top tips both for and from spas and therapists.

And that’s it; Wahanda in a nutshell. It’s been a long time coming, but it’s been worth every second!