This time has been
and remains an enigma for many
There is still a great deal of confusion and concern about how to move forward and throw those spa and hospitality doors wide.
However, as Winston Churchill said;
“Fear is a reaction. Courage is a decision”.
Someone must lead and in terms of Courage. Here are some thoughts which I would like to share, and I hope you will find useful.
Courage could be used as an acronym for the following:
C – Communication.
This is the start of planning and moving forward. It involves good honest conversations with yourself and your teams about how you move forward and why.
O – Opening.
How do you do this? As a former hotelier/tourism operator, when we opened up a new venture, we always did a ‘soft launch’. I recommend that this is what spa operators and hoteliers do. Iron out any teething problems before you open fully to the public and engage with your teams so that everyone is involved.
U – Understand how your customers and team may feel.
Many still will be fearful – that is where they have been sitting for weeks now. It is our job, as leaders to engage and reassure that there is a future. Let us have balance and understanding about COVID19 and the stats regarding the illness and implications.
R – Research.
This is a great time to engage with our existing customers and find out what it is that they would like to experience when they come back to us. Before we implement new ideas and expense let us be sure of what it is that our customer wants. Write to them, engage and use a questionnaire (ideally incentivised) to help provide you with valuable data to help provide clarity.
The same with our teams. In addition, let us be clear on what is good and safe practice for both our teams and guests.
A – Adapt.
Leaders adapt and are innovative. We are dealing with a new world. Air travel is restricted and will continue to be for some time. My personal belief is that air travel will become more like it was when I was growing up – a rare family treat that was costly. Until people gain confidence and airlines even begin to recover, more people will be taking breaks within the UK. These are likely to be shorter – 2-3 days as the effects on the economy from COVID19 ripple across for some time.
G – Gratitude.
For both our teams and our guests. Let us make sure that our customers and teams clearly understand that we are delighted to see them again. There is an opportunity to open our doors to those who have been in the frontline – NHS workers and others and allow them access to wellness and hospitality.
Bottom line profit is not the sole purpose of any business. It is important but reconnecting within the community and showing what we stand for as a brand is long lasting.
E – Empathy.
When we put ourselves in someone else’s shoes, we create a better understanding of the right thing to do moving forward. Great communication in advance, about what guests can
expect prior to arrival, assuring them not only of our hygiene standards but also the fact that a warm (even if socially distanced welcome) is what awaits them. And that their wellbeing and that of our
team is at the forefront of everything that we do.
So, to all my friends within the hospitality and spa industry who are an amazing community and who show huge resilience and strength remember these words from Nelson Mandela
“I learned that courage was not the absence of fear, but the triumph over it. The brave man is not he who does not feel afraid, but he who conquers that fear.” (Read More)
I have my ‘pants of power’ very firmly on! Come and join me.
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