Tailored Wellbeing

To create a truly personalised experience, Olga, who has been an integral part of the spa for eight years, suggests consultation is key: “We ask what our clients need, assessing their mood, stress levels, and anything that may be impacting them. It may be a simple boost for their skin – and sometimes this can be achieved via a treatment that lifts their energy and mood”.

Erica, for whom ‘Brown’s feels like home’ after two years here, agrees: “People may request a massage, but what they essentially want is full relaxation. It’s important for us to understand what motivates their specific request. The more we get to know the person, the better we can choose the right approach. What people think they need isn’t always what the body is asking for. It’s about taking the time to build trust and ask the right questions”.

For Olga, welcoming return guests is a testament to that trust building: “People come back to us over many years, knowing we centre their wellness goals in the experience”. Each guest enjoys a bespoke welcome, explains Erica: “People coming to us for the first time can feel nervous, so we prioritise inspiring confidence and helping them relax. On the other hand, those more used to getting treatments often know exactly what they’re looking for, and our challenge is to delight them with our skills and approach.”