Dayspa

SEP 2013

DAYSPA is the magazine of spa management. Spa owners and spa managers turn to DAYSPA for spa management trends, spa management tips and more.

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MANAGEMENT WORKSHOP HELP IS AT HAND Little or big, issues between employees or guests become the face of your spa. "Spa owners think they're supposed to be good at all of this but it actually takes work," says Borgman. Often, outside help can be well worth the time and investment. There are a multitude of sensitivity training methods available: consulting firms, work- shops, DVDs and free online resources such as on YouTube. Paul Meshanko, president and CEO of Legacy Business Cultures (legacycultures.com), has more than 20 years of experience helping businesses with culture changes. In his new book, The Respect Effect: Using the Science of Neuroleadership to Inspire a More Loyal ECHO2 Plus The Oxygen Treatment OXYCEUTICALS™ Oxygen Acne Treatment System Toll free (800) 592-3246 or visit us on the web at www.echo2plus.com Distributors worldwide dayspamagazine.com/freeinfo • Use FreeInfo #57 108 DAYSPA | SEPTEMBER 2013 and Productive Workplace, Meshanko tells how human brains continually record emotional experiences such as aggression, yelling, insensitivity or work practices in which certain employees are treated differently from others. Eventually, we develop a sense of caution based on those past experiences. Conversely, the brains of people treated respectfully perform at their highest capabilities. Meshanko asserts that changes need to start at the top. "In 10 years, people aren't going to remember the exact things you did, how late you worked or what you said at a staff meeting. What they will remember is how they felt when they were around you," he says. Receiving and acting on feedback may be the best place to start. Through the creation of rules, in-house focus groups and guest surveys, people are given a safe environment in which to share their feelings, and they will tell you what's right and what's wrong with the spa. "Empower the group to define for itself what constitutes a respectful code of conduct," Meshanko says. "People support what they help create. And they hold themselves accountable." If negative incidents occur, conduct follow-ups afterward. That goes a long way toward showing guests and employees that they're valued. This takes a skilled touch. As Soukup notes, "With clients there's a very fine line. There's 'the customer is always right' and there's also the need to protect your team." Fortunately, the future is promising. "Younger people are so used to different ethnicities and sexual orientations that they don't even think about them," says Borgman. "And spa professionals are tuned in to injustice and the global view. 'We're people people'." Andrea Renskoff is a freelance writer based in Los Angeles.

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