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Employee Relations

Rewarding Your Staff: How to Keep Your Rockstar Employees

Written by Mara L. Shorr, C.A.C. II-IX and Jay A. Shorr, C.A.C. I-IX

You have already done the heavy lifting. You created the perfect job description and scoured the internet. You racked the brains of everyone you know for the candidates, did the interviews, and ran the background checks. You hired the perfect employees and you are watching them thrive! Now, it is time to keep the employee.

10 Things About... Keeping Employees Motivated

Written by Mara Shorr, B.S., CAC II-V

Leading a team takes more effort than simply hiring the right players. It involves keeping the right players and motivating and inspiring them to do their very best. Excited, eager, and talented employees at every level of the spa can be spotted by clients as soon as they pick up the phone or walk in the door. Furthermore, a motivated employee also shows in the bottom line.

Bacteria can come in many different shapes and sizes with varying degrees of severity. It is important to note that not all bacteria are bad, as many of them are helpful and essential to life. The difference between non-pathogenic and pathogenic bacteria is that non-pathogenic bacteria is considered useful, while pathogenic bacteria (such as germs) are more dangerous because they can carry diseases. When it comes to aesthetics, pathogenic bacteria presents reasons for concern.

During breast cancer awareness month, spas and salons may be wondering how they can contribute to the cause. In addition to becoming educated about oncology aesthetics and making treatments as safe as possible for clients with cancer, spas can partake in a number of fundraising and awareness ideas.

T.E.A.M. SPIRIT Keeping employees on the same page

Written by Tasha D. Manigo-Bizzell, L.E., M.B.A., I.H.P., M.S.

It is no secret that keeping clients interested in a spa’s products or services is a daunting task. With so much vying for their dollars, it is a wonder customer loyalty even exists. But keeping employees engaged is the most important goal for any business that truly wants to be successful. Remember they are partners in success. You work hard at attracting potential clients to patronize your business. Likewise, you should invest the same energy in building your team and keeping your employees invested in your overall goals. In order to do that, you have to put yourself in the shoes of your team members first.

It is all about balance and understanding how everything and everyone can work together. I have been in the employer’s seat for more than 23 years now and I am still learning life lessons. As I reflect on the past, I can honestly say that I was not always the best employer. However, I have learned to accept my strengths, help others to feel strength within them, work on my weaknesses, and hire those who fill those holes. That is how we built a great team and continue to grow towards a long time and long-term vision. Good old fashioned sense still works!

Motivating Employees

Written by Melinda Minton

Keeping employees happy and productive is no easy task. They may currently be dealing with personal issues or simply just having a bad day. However, a spa is a sacred space; unhappy employees make for unhappy clients. This can typically develop into a long-term recipe for financial disaster. By implementing new guidelines for your staff to follow, it can prove beneficial to the overall success of creating a positive spa environment.

Keeping Calm in Sticky Situations

Written by Shelley Hess

When practicing professionalism in the spa, it is particularly important to remember that negative comments relayed by your staff and/or co-workers can potentially ruin your personal and professional relationship with a client.
Being able to keep calm in sticky situations is an integral part of maintaining a professional atmosphere in your business. From personal experience, one such situation occurred at my own skin care clinic. It is my hope that, through sharing the specifics surrounding the event, I can help other skin care professionals prevent such a dilemma from happening to them.

In the Work Place How to Deal with Emotionally Charged Situations

Written by Christine Pemberton, marketing and sales director for Skin 2 SkinTM Care

In the work place, each individual has their own objectives, opinions, skill-sets, roles, responsibilities and deadlines to deal with. These factors coupled with outside influences and pressures, can manifest into emotionally charged situations. Many of these situations usually stem from miscommunication, differences in objectives and opinions, as well as perceived importance. Two key words can most often diffuse the situation: respect and acceptance. It is essential to keep in mind that thoughts and feelings are equally important. Having respect for each individual’s opinions or ideas allows for an open communication climate and acceptance of each other’s perspectives.

Volunteering allows you to connect on a personal level with others in your community, creating and strengthening your ties with the local population. Volunteering can be quite rewarding on both a personal and professional level. You will have the opportunity to meet new people and build new relationships. Not to mention volunteering looks great on your resume! Here is a list of 10 things to consider when choosing the right volunteer opportunity for you.

"Initially when I started having staff meetings, I would ask a question or for everyone's thoughts on a particular subject. But, I'd end up only getting blank stares from my employees. So, I made sure to have notepads and pens available at my next meeting, and instead I asked everyone to take a minute to write down ideas, thoughts, et cetera about the topic I brought up. After a couple of minutes passed, I then asked who wanted to go first. By setting up the expectation that everybody will have something, nobody gets to sit out of the discussion."
Ashley Albus, aesthetician for The Courtyard Spa & Salon

I purchased my first skin care center just a little over a year after taking my state boards. I barely knew how to be a good aesthetician, non-the-less a good business owner! But for some wonderful reason, running a business came naturally to me and my business grew very fast. But hiring staff? That was a totally different experience! I was not a natural at all. There is definitely an art to interviewing and hiring the right person. Here is what I have learned from trial and error over my 25 years in this industry.

You have invested in the most comfortable aesthetic table available, selected a sleep-inducing soundtrack, and adorned your treatment room with calming colors and décor… You have created the consummate tranquil environment. Clients will surely slip into a deep relaxation the moment they set foot in your treatment room.
But there is still one component that could thwart your efforts. Clients, particularly first-time clients, typically come in with a host of worries and self-deprecating thoughts that will most definitely impact their experience. From lumps to bumps to stubble to wrinkles, they are subconsciously focused on their skin or body condition. It is also common for first-time spa visitors to experience some trepidation. Part of our job as aesthetic professionals is to ease any of these discomforts and eliminate anything that might be keeping the client from relaxation. 

Building Strong Relationships to Create Strong Sales

What is your ethic? The word means "habit", and what we do every day, in work and at play, deeply defines who we are.
Every business these days says that it is in the "relationship"-business; this claim has become part of the marketplace jargon. And while it is trite to say, it could not be more true. It is also never been more important, as our marketplace becomes more and more crowded with parity commodities.

The most effective businesses today create what I call a "community of value" – based on both touch and technology. It is a cultural evolution which requires integration of left and right brain functions.
We are gadget-mad these days, and as a skin therapist or spa owner, it is essential that you be fluent in the language of the next century. But what is even more critical than artificial intelligence with you and your hardware and software is creating emotional intelligence between you and your clients. This E.I. is the basis of customer connectivity, which builds loyalty.

If you are growing your spa do not forget about staffing and employee retention. Entrepreneurs riding out the economic ups and downs may not have spent much time wondering whether to add new employees. As the economic recovery begins to take shape, however, they may want to start thinking about it. But it raises a question: How can a small-business owner know when it is time to add staff?

Bosses and/or supervisors do not want to be babysitters, referees, or counselors. Bosses have their own job to do and want employees to do their job so the bosses can get their own work done. If you are an employee, it can be helpful to put yourself in your supervisor's shoes and think about how you, as your boss, would want you, as the employee, to behave. When employees are at work, they are being paid to work for the employer not for themselves. How do employees learn to be good employees?

There's nothing nicer for a customer or employees than visiting a new spa. Everything about it says "new". It's exciting. There is shiny new equipment that works. Freshly painted walls and new floor coverings. Unstained linens and robes. Its clean and neat with everything in place. But just like people, spas age. And many times as spa owners or managers the daily tasks of running the business gets in the way of paying real attention to maintenance, upkeep, and in general, the spa's image. In fact, when we're busy working and in the trenches every day, we sometimes lose perspective and get used to things, accepting things the way they are—same ol', same ol'.

My journey as a solo aesthetician began four and a half years ago. That time in my career was both scary and exciting. I thought long and hard before I made the leap of faith. However, I felt I wan ready. I look back on it now and realize how naïve I was.
I have learned a lot along the way. I made a lot of foolish mistakes as well as some great decisions that payed off. Luckily, my business has thrived and it continues to grow each year.

Keeping employees happy and productive is no easy task. Either their grout is dirty, their kids are colicky, they missed their morning coffee, or the day just isn’t going their way. However, a spa is sacred space. Unhappy employees make for unhappy clients. This develops into a long term recipe of financial disaster. But don’t lose hope. With a few simple dink dinks to your systems and facility—happy productive angels arise from the dust and a big ka-ching later all is well.

What motivates you to get up and do your job every day? Is it the money you make, the prestige of owning, managing or working in a spa? Or is it something more like enjoying the type of work you do, knowing you make a difference in others’ lives, or feeling like you are a part of a business or industry that really matters?
Whatever your answer(s), the truth is that most people in the skin care or spa business are motivated by many things other than a large paycheck.

Theory of Corporate and Business Planning, Conflict Resolution, Human Resource Managers, verbal and written reprimands and warnings, OSHA, ADA, and ACLU are all important topics when it comes to owning a business. After pondering these topics for oh… 15 seconds, I came to realize that the main reason we became business owners is because we love the industry and are passionate about our work. The employees that we surround ourselves with at our place of business, although with many differences, are all practicing the same end philosophy, 100 percent customer care that is physical, social, and therapeutic.

When Sarah Hughes skated off with the gold medal, she pulled off one of the biggest upsets in Olympic history. Her surprisingly simple secret? “I didn’t skate for a gold medal. I went out and had a great time.”

Athletes say it all the time: “I just went out there and had fun.” And, admittedly, they do look like they’re having a great time.

Fortunately, fun isn’t the sole province of superstar athletes. It can work for the rest of us in the skin care industry, too. The link between having fun and business success has been proven in countless studies. When we’re having fun on the job, we are more creative and more productive.