management

Being a Great Spa Director Requires Grit

Knowing how to do a facial or what you are looking for in an esthetician is important in setting up a skin care department. But coping with a client who just received a waxing and the esthetician didn’t properly screen the client and used an inappropriate wax on extremely sensitive skin which left the client’s skin raw, discolored and bruised is a handful. Your staff must be trained to contact you immediately in such a serious situation. You must stop...

Five Ways to Tell if Your Workplace is Toxic

Do you work in a toxic environment? Here are five ways to tell if your workplace is damaging and potentially dangerous to your business—and health: Major problems in communication . An initial sign of a dysfunctional, toxic workplace is that there are significant problems in communication, and often across multiple areas—between employees and their supervisors, from management to departments, across departments, with suppliers, and even with customers. Problems can be demonstrated by a lack of communication (often referred to as...

Improving Staff Retention with Authentic Appreciation

Retaining quality employees (whether full-time, part-time or contract) is essential to the health of a service-oriented business. Staff turnover is one of the most non-productive business expenses in the spa industry. The loss of productivity, relational damage with clients, negative impact on staff morale, and additional training time all create significant costs for employers. Research has shown that one of the primary reasons employees quit their jobs is that they don’t feel valued or appreciated. Although approximately 90 percent of...

10 Tips for Effectively Handling Customer Complaints During the Holidays

For the customer service sector, the holiday season is crunch time. With more shoppers, more sales, more shipping, more advertisements, and more product demand, there's (so much) more potential for something to go wrong. At the same time, shoppers' expectations are never higher. They don't just want to check every item off their lists; they expect their shopping experience to be fun, festive, and full of good cheer. (It's the holidays, after all!) No pressure, right? Ron Kaufman, author of...

Evaluating Key Growth Indicators

You can’t change yesterday’s revenue but you can affect tomorrow’s by focusing on five simple growth indicators. We tend to only focus on revenue, we set goals based on revenue, and we give our employees goals that are based on the revenue they bring in. The problem is that revenue is the result of what we did yesterday and it’s too late, today, to affect yesterday’s results. Let’s focus on key growth indicators that will allow is to create predictable,...

Finding Your Career Passion

Earlier in the year, the job search websites went crazy as people tried to find work that was more satisfying. “While thousands of people are dealing with the tragedy of unemployment, many others are looking for jobs that are more fulfilling than the ones they have,” says attorney and author Pamela Samuels Young , whose newest novel, Anybody’s Daughter , was one of five nominees for National Association for the Advancement of Colored People (NAACP) Image Awards’ Outstanding Literary Work,...

Being Accountable

As we explore the path of conscious leadership, we naturally stop at the milepost of accountability. To some, this word carries weight, perhaps even crushing weight. But let’s look at it in another, more positive light. When you make a commitment, you create hope. When you keep a commitment, you create trust. This simple truth, when applied to oneself and to those who report to us, clears the brush and debris from the path toward conscious leadership. It is especially...