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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management workshop been trained. They start by learning the spa's signature facial. "After perfecting that, we go to our manager for the next piece of our training," says clinical esthetician Mailee Jones, adding that they're required to demonstrate each more advanced technique they learn, from dermaplaning to microneedling. Take It Outside Brand ambassadors and educators, along with other consultants and industry experts, can bring a new and benefi cial dynamic to training sessions, says Brown. "It's the diff erence between listening to your mom or an aunt," she explains, likening trainings led by a spa manager to parental lectures that employees could be more inclined to tune out. "An 'aunt' can engage the staff in a way that you might not be able to as their 'parent.'" Indeed, according to one survey of spa directors and owners conducted by Bloom Training, respondents reported that more frequent vendor training was not only good for retail sell-through, but also created a bonding, team-building environment. Vendors and brand educators are usually motivated to familiarize spa staff with their products so they can better sell them, so fi nd out what they off er in terms of training. Although some may require a minimum order, if the products and services are ones that do well with your clients, it could be worth meeting those minimums, says Yenier Marrero, director of spa & fi tness at Naples Grande Beach Resort in Florida. Just make sure any outside educators are familiar with the local and state laws governing certain treatments and procedures, and that the course information meshes with your own protocols. Outside trainers can also fi ll in gaps in areas where you may lack specifi c knowledge. "My weak spot is marketing," says Brown, who brings in experts to teach her staff about such matters, in addition to techniques like gemstone facial massage. She warns that encouraging employees to do supplementary education on their own is unlikely to be eff ective because "if they have to pay for it elsewhere, they're not going to do it." That said, it can be helpful to take staff off -site for "fi eld trips"—Whynot and her employees attend the Live Love Spa conference in San Diego every year, and she says the experience is always great for building camaraderie, in addition to learning. "Team visits to Live Love Spa allow all staff to have input on new products and protocols," she notes. "We love throwing on our robes, walking around to visit various vendors and experience diff erent services. It always takes place at a beautiful resort, so we make a day of it, have dinner afterwards and chat about the off erings!" Make It an Experience To further engage your employees, position in-house training sessions as opportunities for them to become more familiar with the business, rather than as mandatory meetings to reiterate rules. For instance, Whynot holds themed meetings each month related to a specifi c modality off ered in the spa so staff can gain a deeper understanding of how each service impacts clients' health and wellness. "My favorite was a case study on chronic pain," says Janelle Chappell, a Place 360 esthetician. "We shared our knowledge from the perspective of each of our professions—how to address chronic pain with chiropractic medicine, acupuncture, diet and massage therapy, as well as how chronic conditions aff ect the skin—and discussed approaches for treatment." Front desk and other employees even receive treatments at Place 360 as part of their training. "This helps them understand what each service is best for," explains Whynot. That's also the rationale behind Brown giving her spa staff 50 percent off any services off ered at A to Zen. The benefi ts of this sort of quid pro quo scenario are many—not only do employees get a better sense of the details of each off ering, they're also able to assess its benefi ts from a client's perspective. Plus, assuming the training has been truly eff ective, the staff members who test-drive the treatments should come away feeling relaxed, rejuvenated and ready for work! u [ 62 ] • # dayspamagazine • november 2018 © GETTY IMAGES

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