Press Reviews of our Los Angeles day spa
As seen in Day Spa Magazine
The Blessings of Le Petite Retreat
When vacation time rolled around for Lysa and Ron Kustek, choosing a destination was a snap. "We traveled around the world to about 350 different spas," says Lysa. "At the time not realizing this was going to be our destiny." The trips made Lysa, a paralegal for 20 years, realize her current job wasn't bringing her fulfillment. "It was a stressful environment, and I wanted to work in a nurturing environment that was both holistic and contributed to the community."
The couple decided their favorite pastime should become their livelihood, and a concept began to evolve. "We divided how we were going to work the business," says Ron, who'd worked in marketing at Coca Cola for 14 years. "Lysa would handle the day to day operation, interface with guests and be the personality of the spa. My role was to get the place built and work on operations and marketing." Armed with a game plan, Lysa resigned from her job. On the way to her last day at work, a Friday, she and Ron spotted a house on Larchmont Boulevard. "We just knew this was the place," she remembers. By that afternoon they'd signed papers. On Monday morning, construction had begun and Le Petite Retreat Day Spa was born.
When it came to the design of the spa, the Kustek's knew exactly what they didn't want - the sterility found in European spas, or trendiness of American spas. "Everything about us from our name, which we misspelled purposely to represent both male and female, to our treatments integrated the eastern with the western," says Ron. They called on Mel Yoakum, PhD to choose colors that would be soothing on a subconscious level, and Feng Shui master, Roy Shabla, PhD to introduce the five Chinese elements of wood, water, earth, metal and fire into the space. "When you unite all of the elements it creates a marriage of energy and harmony," says Lysa. In keeping with the five elements, a Japanese-style copper, soaking tub was designed especially for the spa. "The element of copper helps to reduce inflammation in the body," says Lysa. "It's beneficial for clients suffering from fibromyalgia, chronic fatigue, PMS or menopause."
Two 600-year-old teak columns for the living room/lounge area were imported from a Tahitian temple, as well as the teak furniture throughout the spa from Jakarta. A stone fountain was brought in to accompany the fireplace in the living room; and original artwork of Franoise Gilot was purchased to adorn the soft green walls.
The personalities of the six treatment rooms were also taken into consideration. "We knew how big the rooms should be based on what we like in spas we'd experienced," says Lysa. "Other spas had no ambiance in their treatment rooms. The rooms were small with everything pushed up against the walls, making them feel claustrophobic." Along with being spacious and inviting, the rooms were made multi-purpose, suitable for both facials and massage. Along with having custom-designed counter tops and teak cabinets, the ceiling of each room was given special attention. "You're usually on your back when you're in a treatment room, so we wanted something attractive to look at," says Lysa. "In each of our rooms there's a different ceiling element -- an umbrella, canopy or big tree branch -- something attractive and relaxing other than a big light, vent or just plain ceiling." As all of the components of the spa were pulled together, a holistic environment akin to a French Island retreat erupted.
When it came to the spa's menu, Lysa strove to create something unique. "We wanted treatments that worked with color therapy and didn't use traditional steam or anything aggressive on the skin," says Lysa. " For example, we offer an Aquasonic Lympahtic Facial that has the benefits of microdermabrasion, but our version uses water and ultrasound so it goes deep without irritating the skin." The fact that brides could have the treatment on the day of their wedding was a huge selling point and helped build their bridal business.
With construction taking shape and menu in place, staffing was the next consideration. Lysa turned to industry professionals for referrals. "We were looking for an exceptional staff that wanted to challenge themselves," she says. Resumes started pouring in due to buzz. "When the spa opened we had to sort through those who wanted to be a part of something that was trendy versus those who wanted to have staying power and a career," states Ron.
To achieve this, the Kustek's devised a unique employee plan complete with incentives. Instead of receiving a percentage of each treatment, staff is paid a flat fee per treatment plus tips. "If they want to make more they either upgrade a treatment or sell the retail which they get 15% on," says Lysa. "It's based on how hard they want to work. Our therapists do very, very well." A medical and Christmas bonus, as well as a Christmas party, are part of the employee package. "If our staff is happy then we know the clients will be happy," says Lysa. "Especially when they're touching people, who can feel their energy. You have to be sensitive to that."
A staff of ten was established and put through a week of orientation and cross training with Danica Horacova, a spa director brought in for the opening. The Kustek's structured group training so therapists could learn not only from their instructor, but also by observing their fellow trainees in action. "It's important that everyone is trained the same way so treatments are consistent with each therapist," says Lysa.
In July 2001, three months after that fateful Friday, the spa and staff were ready for action. To get things rolling, Le Petite Retreat offered free treatments to Larchmont residents and business owners during the first week. "It gave us an opportunity to see how things were flowing and work on the operation side of things," says Lysa. "It was a huge hit. We actually had a waiting list by the time we opened our doors." It also gave them a glimpse at their future clientele. Situated close to Paramount Studios, the spa draws studio clients, as well as A-list celebrities. The Internet, foot traffic and word of mouth from the cohesive neighborhood of Larchmont Village also bring in clients.
Le Petite Retreat had been up and running for two months when the terrorist attacks occurred on 9/11. Eight Tibetan monks had been scheduled to bless the spa that day, and 150 attendees were expected. All arrived for the ceremony, which became a group healing of sorts. The Kustek's were happy that people found solace in the environment they'd created. "They saw this place was a haven during that time," says Ron.
As other businesses were struggling, Le Petite Retreat was starting to flourish, with bookings three weeks in advance. A steady pace took hold, and the learning curve began for the Kustek's. Though they paid top dollar for skilled receptionists, they still weren't getting the results on the front desk they desired. Lysa decided to add to her duties as owner and spa director by taking over this area, too. "A receptionist is really a sales position," says Lysa. "I think in any business that's very customer service oriented an investor or owner should be on-site at all times. When people talk to an owner, they have a sense that you're accountable and trust you more."
To keep their edge and stay on top of the industry, the Kustek's have clients fill out a questionnaire including spas they've visited and treatments they've enjoyed. Using the information they gather as a guideline, Lysa visits a different spa each week. "It stimulates my mind to create new treatments and to see what's not really working on our menu," she says. Bi-annual trips to Europe keep them abreast of spa advancements there, too. "They're usually a year in advance of us," says Lysa. "The one area we haven't been to yet is the Orient. We'll probably be heading out there within the year."
As they garner time under their belt as spa owners, the Kustek's seem to be on top of their game. "In the last five years the spa industry has probably increased by 60-70%," says Ron. "Since we opened, five more spas that have opened within a 5-mile radius of us, and yet our business continues to grow." They attribute part of their success to the Internet. "That's where most of our business comes from now," says Ron. "In addition to making us a 24-hour operation, we also offer retail service with an online boutique." Repeat clients who discovered them online come from as far away as Northern California and San Diego. Soldiers stationed in Afghanistan have even called to purchase gift certificates for their wives and girlfriends, one soldier deciding to propose at the spa during a couple's massage. Now the couple is thinking about holding their wedding in the cozy setting of the spa, which regularly hosts bridal showers and parties. "We're rated one of the top five spas in Los Angeles by various Internet sites including Google and Gayot," says Lysa. "I think a lot of it has to do with the operational part of the business. That's our foundation. If you keep working on that and strive for it to be better, it's better for your clients and staff in the long run."
Sales from treatment series and products are also a mainstay for the spa, a facet that plays into their incentive program. "Retail is essential for the health of the spa business," says Ron. An added benefit -- client retention. "We have therapists suggest treatment upgrades," says Lysa. "They also try to sell a series, which maximizes their time with the client. It gives us feedback as to how much the client likes them if they rebook an appointment."
Now that the spa is up and running, Lysa and Ron hold quarterly trainings for new treatments or those being restructured. Monthly meetings keep staff apprised of changes within the spa. Recently, that includes the addition of 4 treatment rooms. "Every time you do something structurally it really impacts the operation," says Ron. "It gives the staff a sense of comfort as opposed to just thinking we're pulling the money out and pocketing it, they see it being reinvested. It gives them a sense of a future."
Their Feng Shui master returned to help the Kustek's add to the existing space without disrupting the harmony they'd created there. Beyond additional treatment rooms, including a couple's cabana with a Jacuzzi and an outdoor manicure/pedicure area with a salt water aquarium, a Zen garden has joined the mix, complete with birds. "Animals are very nurturing, and effect on our immune system," explains Lysa. "We wanted to create a sanctuary where clients can go and not have to feel the responsibilities of their daily life."
A newsletter alerts current clients to seminars hosted by the spa with guest lecturers such as doctors, acupuncturists and yoga teachers. Lysa, herself, offers seminars on spa management, and lately, spa owners are consulting with her on how to improve their business plans or operation. As for expanding beyond the current space, the Kustek's look to Prague for their next venture. "We've talked about opening a spa there within the next five years," says Lysa. "They've definitely never had anything like this, and there's a need for a nurturing element in their spas."
In the meantime, they're focusing on Le Petite Retreat and its new addition, blessed recently by Tibetan monks. For the Kustek's the blessings continue to come. "We learned that in the 1920's this area was considered a spa area. In fact, there had been a natural spring and a spa just down the street. It was like bringing its history back to this place," says Ron. "When it's destiny and it's right, it's both challenging and effortless. It's meant to be."
- Bekah Wright
