OCT 2016

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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Page 75 of 100 • DAYSPA • october 2016 • [ 73 ] MIND YOUR MANNERS Fundamental niceties should be a given, but sometimes remembering to say "please" and "thank you" can slip through the cracks, especially on hectic, fully booked days. It's important not just for management, but for the entire staff to extend the same courtesy to each other. Mia A. Mackman, a spa and wellness business consultant and founder and president of the Arizona Spa & Wellness Association, reminds spa pros that feeling appreciated increases function, fl ow and follow-through. "Never underestimate the impact of making someone feel good about what they do," she enthuses. "Small gestures spark mindfulness, self- value and mutual respect." Mackman also suggests keeping little gifts of gratitude on hand—inspirational notecards, candles, notebooks or jewelry—to give to employees after long days fi lled with back-to-back appointments, or after you've received warm feedback regarding their services. This makes for a small, but heartfelt, gesture. 1 5 EMBOLDEN COMMUNICATION AND CREATIVITY Fostering an environment where your staff can express themselves is another way to increase employee retention. Spa Gregorie's created a "360 Reviews" program, where staff has the opportunity to evaluate the management team. "This helps us improve our performance—it shows us how and where we need to grow as individuals as well as a team," says Paolucci. "It also shows our staff that we care about and value their input." Higdon notes that creating a space where questions can be asked is key to being an exemplary manager. "It's more important than ever to offer your service providers a supportive forum where they can ask for help without feeling inferior," she says. "Similarly, sharing tips and setting up treatment training sessions feels empowering for your employees." It's also imperative to encourage your staff to express ideas about new ways to enhance or perform services—after all, they're the ones in the treatment room all day. In some cases, it can lead to dynamic menu modifi cations. "Our massage therapist Stephanie Linscott came up with the idea to use petrifi ed wood in a massage, instead of traditional heated stones," explains Higdon. "That option was so well received by clients it's now an offi cial menu offering!" u 3 O F F E R I N C E N T I V E S OFFER INCENTIVES At Spa Gregorie's in Rancho Santa Margarita, California, spa manager Jamie Paolucci has successfully built up employee excitement surrounding pre-booking appointments, and selling enhancements and add-ons. "As a team, we establish monthly goals," she explains. "For every appointment an employee pre-books and for every enhancement they add to a treatment, they're entered into a drawing for free spa services. It's a win-win situation for our staff and for our top line." 4 ENCOURAGE ALTRUISTIC GESTURES Paolucci also created a "Gee That Was Nice" program to inspire her staff to recognize and acknowledge each other for going above and beyond the call of duty. "The acts of kindness can be a small favor, a thoughtful gesture or a task performed for another staff member or a guest," says the spa manager. "At the end of each year, we collect all nominations and draw from the pool to give out prizes and awards." As a result, her staff feels both appreciated and recognized for their good deeds, and are then encouraged to continue to pay it forward to—and for—one another. 2 SET CLEAR GOALS To streamline her staff 's compensation, Joan Higdon, spa director at e Spa at Cedarbrook in SeaTac, Washington, began using a straightforward commission and pay scale. "We follow a sliding scale based on every additional 250 service hours performed. Providers stay engaged tracking their progress and celebrate with one another when they reach their next benchmark," she shares, adding that several of the therapists she hired upon the spa's opening are still members of her team. "As a younger spa, we've had the fl exibility to grow and change our policies alongside the capabilities of our more experienced staff ," explains Higdon.

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