Spa management and management in general is a complex job. It takes a person who can wear many hats to be successful, and the ability to manage multiple personality types is yet another leadership challenge. Managing a spa or salon requires skills and experience in all areas of the business: marketing, services, treatments, customer service, and operations. Because of this, managers are often spread thin, resulting in poor leadership and, potentially, dissatisfied employees and customers.
Here are 5 Management Traits to Avoid:
1. Not Listening
Everyone wants to be heard. They want to feel like what they say matters and makes a difference. When managers do not take the time to really listen to what their employees (and customers) are saying, it is a recipe for disaster. Being heard makes one feel respected and valued. Successful managers take the time to really listen.
2. Being a ‘Friend’
Employees don’t need their manager to be a best friend or a buddy that they have a drink with after work. Nothing is more unprofessional than a manager who blurs the lines of the employee/employer relationship. When employees feel that there is favoritism and preferential treatment between co-workers it is a recipe for disaster. A manager needs to keep the professional line at all times, being a buddy doesn’t work for the business or the staff.
3. Being Inconsistent
As human beings, we like to know what is expected of us and when it’s expected. When a manager says one thing, yet expects another, employees lose trust instantly. Expectations need to be clear and fair to all employees. For example, you can’t let one person take a week off during the busiest time of year and no one else. To avoid inconsistencies with staff, you need a clear policy and procedure document to guide and help keep you from making different rules and decisions for individual employees.
4. Having No Plan
As a spa manager you are expected to direct the spa on the day to day operations and meet future goals. Employees need to know that “you have it under control.” In order to meet business expectations, regular staff meetings and one on ones go a long way to building leadership and staff support. Have a plan and be transparent with your staff.
5. Being Disrespectful
Disrespect can be communicated very subtly, like showing up a few minutes late to work, playing favorites, not valuing your staff’s time or not handling employee issues. Once the team has lost respect, it cannot be easily rebuilt. When team members see others getting away with bending or breaking the company rules and the manager doesn’t react appropriately – respect is lost.
Spa management isn’t easy. To be the best manager, you must build your credibility through your actions and your words.
Here are some spa management traits to embrace:
- Set Clear Expectations
- Be Encouraging
- Show Appreciation
- Follow Through