The Wahanda Blog

We’re big advocates of complementary therapies here at Wahanda and have tried more than our fair share of fandangled therapies. But it’s not all about us - we like to encourage our Wahanda warriors to try something different too, and what better excuse than as part of ‘International Alexander Awareness Week’, running from 6^th to 12^th October. Actually the Alexander Technique is not at all new - just fairly unknown. However we foresee a change in the air, as the Technique is given an international platform this week to get the good word out there.

Loved by musicians and actors alike, the Alexander Technique has long been used as a tool to improve posture, movement and breathing technique in the Dramatic Arts. Created in the late 19th century by an obscure Tasmanian actor F.M Alexander, to cure himself of an inexplicable complaint (he lost his voice every time he went on stage) its use has been prolific in stage and ballet schools around the world, including The Julliard School of Performing Arts in New York and RADA in London.

The end of August 2008 saw a study released in The British Medical Journal, suggesting the Alexander Technique is a more effective treatment for long-term back pain than painkillers, physiotherapy or exercise alone. So if your back is acting up, why not try out a little complementary magic. You’ll be following in the esteemed footsteps of a host of celebrities including Sir Paul McCartney, Kevin Kline, Jeremy Irons, Dame Julie Andrews and the King and Queen of suppleness and all things holisitc and yogatastic themselves, Sting and our ‘Lady’ Madonna.

For such a little known therapy there are a surprising number of teachers in the UK, a whooping 900 in fact! You can source out one of these therapeutic maestros by looking online, alternatively, selected branches of Neal’s Yard Therapy Rooms offer workshops in the Technique as do all of Champneys destination spa’s. For other listed spas in London that offer this posture correcting therapy check out Wahanda’s ever growing list.

And remember, the better your posture the taller you look, and aren’t we all looking for a little elevation in life?

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.

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.

This 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 ☺