Spa Management

Four Rules For Hiring & Retaining Your Best Employees

Exorbitant student loans constitute just one reason why young people eager to experience the world may want to reconsider college, says Ed Basler, a veteran entrepreneur. There is now $1.2 trillion worth of college debt in the United States and the average borrower will graduate $26,600 in the red, according to The Institute for College Access and Success (TICAS) Project on Student Debt. “None of this guarantees a job or even that a college grad will be job-ready,” says Basler,...

Lessons from a 30-Year Spa Entrepreneur

I started my first business in 1985/1986; a Spa Development company I called Lyonshare Consulting. I had worked in the spa industry at that point, for all of a few short years. But I was sure I knew everything there was to know. After all, I spent those very few short years as a cosmetician, esthetician, traveling and researching spas, opening a large hydrotherapy resort spa, and being employed as a spa director with a staff of 30. Yes, I...

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...

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...

Nine Habits to Avoid at Work in 2015

With a new year ahead, now is an excellent time to expunge work habits that irritate coworkers and make you less effective. "Achieving success requires more than just doing the right thing," says Geoffrey James, contributing editor and award-winning blogger at Inc.com and author of Business Without the Bullsh*t: 49 Secrets and Shortcuts You Need to Know . "Success also means changing the behaviors that hold you back." Here are nine habits you can do without in 2015: Doing the...

Five Quick Responses to Customer Complaints

The last thing a stressed, dissatisfied holiday customer wants to hear you say is: "You're wrong." What they want to hear is that you understand them, appreciate them, and agree with them on the importance of the value they have cited in their complaint. Here are a few quick scripts to use when responding to customer complaints: Customer Complaint: Rude Service Your customer says: "Your staff was rude and totally unprofessional." You say: "You are right to expect courteous, respectful,...

11 Tips to Help Reluctant Networkers Thrive at Holiday Parties

If you aren't a natural connector, you're probably dreading the coming deluge of holiday events and parties. Sure, you know you should take advantage of the opportunity to network at these gatherings (especially if they're work-related), but small talk and introductions just aren't your forte. You're much more comfortable nursing a glass of punch in the corner and limiting your conversations to people you already know. If this sounds familiar, Alaina G. Levine challenges you to make this the year...

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,...

Why Doesn’t Society Take this Industry Seriously?

I recently saw a meme that received many ‘likes’ and ‘shares’ on social media. It displayed a huge ream of paper a few feet tall and had “What you might not have learned in beauty school” imposed on the stack. My initial reaction was less than positive. Allow me to give credit where credit is due. Above the image was a link to an article that embellished on the sentiment displayed by the meme. It talked about the value of...

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