It’s not always the case that quality and quantity go together, but in a spa setting they do. If you provide a quality experience you will increase your quantity of clients. You need to create quality in every aspect of your spa. Your goal is to want each guest to have the same experience every visit. Here’s how:
1. Educate your staff
One of the most important jobs of a spa manager is to educate your staff. Educating your staff gives them power to do their job with success and integrity.
- Hold a weekly meeting. Keep it under 20 minutes. Give each staff member two minutes to share information they may have. Then take 15 minutes to go around and discuss any menu changes, retail specials, guest information, and updates on construction or spa changes.
- Work together with your retail sales associate at the beginning of every year to create an education calendar. This makes everyone in the spa responsible and able to sell retail.
- Every employee gets a basic training on the spa’s computer system. This gives every employee added value. If your front desk person needs to step away for a minute or two and one of your massage therapists are available, they can sit behind the desk, check a customer in or book a future appointment.
There are educational opportunities all over your spa. If you feel stuck, ask your employees for things they would like to learn more about.
2. Customer Service
Good Customer Service is one of the most important factors in any successful business. We would often say, If a customer has a great experience maybe they will tell one or two people, but if they have a bad experience they will tell ten.
Choose one person on your staff to be the “customer experience manager”, aka customer service manager. This person will develop a chain of commands for things such as a guest having a bad experience, guest having a good experience, cancellation policy, return policy and late policy. Once these commands are established, the entire staff needs to be educated on them. Keep a couple of hard copies around the spa as a reference. The chain of commands provides confidence to a spa owner that all customers are being created equal.
You cannot run a spa without a staff. Your schedules need to be checked, rechecked and checked again: confirm opening staff, closing staff, vacation schedules, who’s leaving early for an appointment and so on. Develop a very specific plan in the case one of your staff members becomes ill and will not be at work for his/her shift. Most of the responsibility will fall on the front desk to call and reschedule clients. The front desk will be able refer to the “plan” which helps make what could be a very stressful situation into a calmer one.
When you hire your employees, spend a couple of minutes on your expectations when it comes to their schedule. How many minutes prior to theie shift are they expected to be in the spa? Are they expected to make up missed shifts, calling out more than how many times results in a warning? Of course these are just a few examples. Some may not pertain to your spa, but going over expectations upon hiring is always a good idea. For extra insurance, issue each employee a company handbook and keep signed confirmation of receipt in the employee file.
Let’s face it. We all get bored with the same thing day in and day out. Create incentive plans for your staff. Healthy competition amongst peers is a good thing. One of my favorites, and always well received, is the retail game. The first staff member to sell a $1000.00 in product receives a complimentary service of their choice or spa bucks toward retail items. You can hold these competitions every other month.
Company moral is important for so many obvious reasons. People like to feel appreciated. Always make time to do something special for your staff around the holidays. Its does not need to be a large affair. You can close the spa for a couple of hours one morning and have a holiday breakfast of fresh fruit, muffins and treats. Then do one again during the summer months. Taking the staff bowling or doing an indoor rock climbing class gets everyone out of their environment and boosts moral.
Little things make a huge impact in a spa. If you question the quality of your guest experience, turn the tables and become a guest yourself, or hire an outside company to do the investigating for you. It is amazing how much knowledge and insight you gain.