Spa Naked
Em’bare-ass’ing Spa Moments
Revealed, Concealed &
Resolved
Heather A. Lee, LCSW
Full-On Health
Purpose
• Discuss, explore and understand the most
common, awkward and embarrassing spa
experiences of both spa patrons and spa
professionals.
• Learn effective practices and strategies to
reduce the incidence of embarrassment at the
spa thus minimizing embarrassment as a
barrier to spa-going.
• Learn practical and effective communication
skills & techniques to reduce client stress and
promote relaxation.
• Increase comfort and skill in effectively
addressing awkward/embarrassing spa
situations with spa staff & management
Process
• Education and insights about behavioral
psychology, embarrassment, stress and
communication skills.
• Discussion and exploration of spa
culture and spa etiquette.
• Therapeutic sharing of embarrassing
spa moments.
• Experiential group activities to promote
skill building and communication.
Payoff
• Increased awareness and understand of
dynamics of embarrassment for self and
client in the spa setting.
• Enhanced skills for minimizing,
addressing and managing awkward and
embarrassing spa situations.
• Increased skills and strategies for
creating a spa culture and experience
that promotes deep relaxation and
client calm.
Perspective
(Nudity is in the eye of the beholder)
Practice
(Practical skills and knowledge)
Policy
(Operationalizing and putting it in place)
A tale or two
• ISPA 2002 & the Emperor’s new
clothes.
• “I can see your undies!”
• Much to Grammies relief.
Embarrassment defined =
• An unpleasant emotional state
experienced upon having a socially
unacceptable act or condition witnessed
by or revealed to others.
• Key: Socially unacceptable. How do we
create, define communicate social norms for
the spa culture?
Let’s Face it…
Nudity, Strangers, Touch, Oils….the
combination is a set up for awkward
and embarrassing moments.
Who are you?
• Catch it…..
• Sing it…….
• Tell us who you are……
Stress is physiological
• The physiology of stress.
• It’s negative impact on the spa
experience and it’s benefits.
• The importance of skillfully addressing
stress through communication, culture
and collateral.
Lessons learned:
1. Stress is physical.
2. Thoughts & perceptions create
stress.
3. Cognitive suggestion influences
an experience.
4. Your body can’t relax if your mind
is occupied by stressful thoughts.
The importance of perspective,
humor and self awareness
• What embarrasses you and why?
• How comfortable are you with
nudity, touch?
• What are our cultural norms?
• What are the spa’s norms and how
are they communicated?
• What is the “tone” at the spa? Is it
conducive to
psycho/social/emotional calm?
Snowman embarrassment
Playing with Perspective
Therapeutic use of humor.
Q: What did the elephant say to the naked man?
A: It's cute, but can you pick up peanuts with it?
Compare & Contrast
Vichy
vs.
sponge
bath
Pleasant
massage
vs.
pet
massage
Playful Perspective
Body
wrap
vs.
Pig roast
Hydro-
massage
vs.
Crowd control
Pictures worth a thousand
words
Pedicure
Vs
Peticure
Cupping
Vs
Spooning
Spa Bidet anyone ?
Lighten Up!
See the humor & don’t take
yourself too seriously. It’s all
about enhancing health, wellness,
relaxation and revitalization.
Group
Exercise
Now that’s embarrassing!
#1
• Brainstorm situations/conditions that
can illicit client and/or therapists
embarrassment.
• Two clear examples to share.
• What contributed to the situation being
embarrassing, awkward, stressful?
• What was the outcome, resolution,
result?
A Culture of Calm
• How do you make clients feel at ease?
1. Relationship/rapport
2. Verbal & non-verbal communication
3. Intention & guidance for relaxation
4. Spa Setting/environment
5. Etiquette information & education
• Staff trained in the art of creating a
culture of calm.
Strategy Building Relationship/
#1
Creating Rapport
• Undivided attention
• Direct eye contact
• Reflective listening
• Anticipation of needs
• Use of clients name
• Personalization of the experience:
“It’s all about you”
Strategy Verbal & Non-verbal
#2 Communication
• Do your body and words match? Is your attention
undivided?
• Is your greeting and rapport warm and engaging?
• Are you informing the client of how to maximize their
visit and it’s benefits?
• Are boundaries and expectations clear?
• Directly address awkward & embarrassing situation with
a client through active listening, win/win problem
solving and adherence to standards.
Group
Exercise #2 Case Scenarios
1. Read each case scenario.
2. Role play dialogue that might
accompany each situation with
attention to use of communication
skills discussed.
3. Team members not involved in role
play critique effectiveness of
communication skills being used.
Strategy Intention & Conscious
#3
Relaxation
• Verbalize the “intention” of the
treatment / visit. Invite the client to
define their intention.
• Cognitive suggestion= Explain the
positive, restful, restorative health and
wellness benefits and sensations they
may experience.
• Invite and instruct the client in the art
of eliciting the relaxation response. *Activity
Purrrfectly Relaxed
Strategy Etiquette Info., education &
#4 collateral
• Pre-visit: On website, spa menu, in-room
collateral, stated during appointment
booking.
• At Spa: Posted, verbally shared, on menu
and collateral.
• During appointment: Verbally shared,
posted in room.
What to wear, how to behave, how therapist should behave, expectations, rights,
policies, procedures, goals, service standards…
Group
Activity
Policy, Etiquette, Practice
#3 Standards
1. How does your spa communicate it’s spa etiquette to
your clientele? (verbally, with collateral, visual aids)
2. What, if any, special services/guidance/education do
you offer first time/inexperienced spa clients?
3. What are your policies/procedures for addressing “spa
misconduct” (breach of spa etiquette) both internally
and with clients?
4. How could you provide better customer service in the
areas we have discussed today ?
Strategy
#5 Spa Setting & Environment
• Does it invite interaction or isolation?
• Allow privacy but leave room for socializing.
• Stiff or relaxed?
• Inviting or intimidating?
• Your space or “their” space? Introverts & extroverts.
The over-stimulated vs.
the under-stimulated
Success = Superior Service
Customer service needs to
address not only the clients
physical needs but also their
psycho/social/emotional needs.
Spa Calm
The art of putting clients at ease by creating an
environment and experience that promotes
healthful relaxation.
Naked Natural
is
Remember….
1. Build relationship & rapport.
2. Master verbal & non-verbal communication
skills.
3. Invite, inspire & instruct clients in the
intention of conscious relaxation.
4. Provide clear and accessible etiquette.
5. Tune into the “tone” of your spa “culture”.
r
u
Forthcoming Book
o
y
d Now Accepting Submissions. Tell us your tale! Spa Naked
Em’bare-ass’ing Spa Moments Revealed
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A hysterical collection of true spa misadventures.
Heather A. Lee,LCSW
heather@fullonhealth.com
www.fullonhealth.com