Dayspa

NOV 2018

DAYSPA is the business resource for spa & wellness professionals! Each issue covers the latest in skin care, spa treatments, wellness services and management strategies.

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[ 60 ] • # dayspamagazine • november 2018 management workshop by Virginia Pelley Smarter Training Expert advice for keeping employees engaged and well educated. s every spa owner or manager knows, ongoing staff training is a crucial part of running a profi table business. It not only increases the odds that employees are on top of their game when it comes to treatment protocols, product knowledge and best practices, but it also ensures that they're motivated and invested in their work, as well as clear on what you expect from them. Such skill-builders can be simple, aff ordable, carefully coordinated and more than a one-off investment—ongoing opportunities that will benefi t everyone on your team and, by extension, your clients. The specifi cs will obviously vary, depending upon each staff member's service specialties and job responsibilities, but done right, these training sessions will eff ectively boost your bottom line and employee retention. Be Practical Typically, spa staff will have already gone through a practical interview prior to being hired, during which they perform a service for you—or even on you. These sorts of demonstrations can be revisited each time employees receive training on a new job duty, practice or protocol. After all, seeing staff in action is the only sure way to know that they've truly mastered the skills they've just been taught. "I tell them, 'Treat me like a brand-new client,'" says Felicia Brown, LMT, a spa and wellness business consultant and owner of A to Zen Massage in Greensboro, North Carolina. "I'm seeing if they're asking the right questions, and listening and responding to comments." Brown also makes observations about whether or not she feels safe and respected as a client. "And, of course, I'm taking note of their massage technique," she adds. Tracy Whynot, owner of Place 360 Health+ Spa in Del Mar, California, puts her chiropractors, estheticians, acupuncturists and nutritionists through practicals, plus she performs role- playing exercises with front desk staff to see how they handle specifi c questions and diffi cult clients. Meanwhile, at SkinSpirit Skincare Clinic & Spa, with several locations in California and Washington, estheticians spend months performing services on friends and family members before they're allowed to book clients for each new treatment on which they've © GETTY IMAGES

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