NORDSTROM CUSTOMER SERVICE EXPERT KEYNOTE AT 2003 ISPA CONFERENCE

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2003 ISPA CONFERENCE & EXPO —
CUSTOMER SERVICE EXPERT SET TO SPEAK

LEXINGTON, Ky. — With the increase in spas continually on the rise, the importance of setting your spa apart from the competition is key to your company's success. And the most memorable way to do this is with impressive customer service. The International SPA Association has scheduled one of the world's leading experts on customer service to speak at this year's ISPA Conference & Expo, Oct. 13-16 in Dallas, Texas, United States. Robert Spector, author of the international best-seller "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company," will speak on Thursday, Oct. 16.

"Customer service is a cornerstone of the spa industry," said ISPA Executive Director Lynne Walker McNees. "ISPA attendees will leave this year's Conference with solid customer service strategies that will help them retain clients and increase their bottom line."

'Customer service is not a strategy, but a way of life,' said Robert Spector, ISPA Conference keynote speaker. 'Customer service, by itself, is no guarantee of success. But the absence of customer service is a guarantee of failure.'

Spector is also known for his follow-up book "Lessons From the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company." He also wrote "Amazon.com: Get Big Fast," the first book on the electronic commerce pioneer.

Spector is one of four keynote speakers this year who are well-known experts in their respective areas.
• Dr. Kenneth Cooper, founder of the world-renowned Cooper Aerobics Center in Dallas, will be the keynote speaker on Monday, Oct. 13. Dr. Cooper will discuss the importance of fitness, nutrition and dietary supplementation, as well as extending the quality and quantity of life.
• On Tuesday, Oct. 14, Bruce Rector will help attendees learn new ways of looking at their company's leadership style. Rector's series of books, "Monday Morning Messages," are compilations of stories to be read every Monday morning for inspiration, encouragement and motivation.
• Dr. Bertice Berry delivers the keynote speech on Wednesday, Oct. 15. From learning to juggle both a new family and marriage, to managing a thriving writing career, Dr. Berry will share her firsthand knowledge on living a life in balance.

For additional details about the 13th Annual ISPA Conference & Expo, visit www.ispaconference.com. Information on Conference registration, as well as an online registration form, are included on the site. The cut-off date for the early bird registration rate is Aug. 25.

For nearly 13 years, ISPA has been recognized worldwide as the leading professional organization for the spa industry. ISPA's membership is comprised of more than 2,100 health and wellness facilities and providers from 63 countries. ISPA strives to advance the professionalism of the spa industry by providing invaluable educational and networking opportunities, to promote the value of the spa experience to society, and
to be the authoritative voice of the spa industry.

(Editor's note — please contact Debra if you would like a head shot of Robert Spector.)

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ISPA Conference Sponsors

Platinum Sponsors
Elemis
Pevonia
Physiodermie (Methode)
SpaBiz
Stonewater

Gold Sponsors
AVEDA
Fiji Natural Artesian Water
MD Skincare
Puig USA/Payot

Silver Sponsors
Bodyworkmall.com
California Tan
CreativeSpa
Dr. Temt Laboratories/Biosel USA
Dragonfly
Flip4
Hay House
Hormeta
June Jacobs
Jurlique
Kneipp
Paymentech
PeterThomasRoth
Real Music
Revival Soy
Spa Intimates
SPA Magazine
SpaTrends — Official Buyer's Guide
Springer-Miller Systems/SpaSoft
Steiner Education Group

For more information, email
debra.locker@ispastaff.com
www.experienceispa.com
www.ispaconference.com