Working with aesthetic medical practices and medical spas across the country, one of the truest common denominators for areas of improvement is that of human resources. After all, your team can make or break the success of your business. At the helm of that team is the leader and if you’re reading this article, that leader is most likely you.
Whether the title is manager, owner, administrator, or something else, as the head of your team you drive success, and this is why we’re offering top tips to becoming a better leader in your spa.
Throughout this entire article, you’ll notice that we call your employees your team. That’s how we refer to those working for Shorr Solutions, our company, as well. We’re all team members – because they are.
HIRING TEAM MEMBERS
Prior to hiring a new team member, review what you really need in your practice. This means examining not only the position you’re looking to fill, but the tasks that need to be completed daily, as well as the personality type that would work best within both that role and your spa.
PLAN AHEAD FOR HANDLING CONFLICT
If you’ve dealt with staff drama in the recent past, take a hard look to understand why. Who led the drama and how have you dealt with it to avoid infecting new team members? The goal here is to avoid making the same mistakes again. Creating an open and honest line of communication is key. Make sure you’re not jumping to conclusions or taking sides during a disagreement, and always, always, always make sure conflict is resolved outside of the earshot of clients and other team members. Keep the conversation both productive and on-track so those involved don’t revert back to things that happened months ago. A good leader serves as a mediator and helps the conversation come to a swift resolution instead of taking sides, all while making sure both parties feel heard.
ASK TEAM MEMBERS THEIR GOALS
Converse with them about what they’re looking to achieve, both in the next 90 days, the next year, and in the future. Look at additional opportunities for growth inside the spa and keep that team member in mind while expanding your vision. For example, if your front desk receptionist has a brand new marketing degree, keep them in mind as your spa expands its social media presence or has additional graphic design needs. They’ll feel like a valued part of the team that you keep in mind.
KNOW YOUR TEAM MEMBERS’ COMFORT LEVEL WITH TECHNOLOGY
Don’t assume your older team members aren’t comfortable with their iPhone or that a younger team member can rock an Excel spreadsheet. Have open and honest conversations with team members as individuals and offer training where needed on an individual basis. This goes for marketing software, EMR, and Microsoft Office to name a few.
LET POLICIES BE KNOWN FROM THE BEGINNING
Each team member should receive a copy of the employee handbook on their first day. If one doesn’t exist in your office, make that a priority. Let them know your cell phone policies, communication policies, and how to address each team member, both in front of clients and when it’s just the team alone. Ask team members how they like to receive feedback and explain your open door policy or lack thereof. All of these items are important to review from the beginning to avoid frustrations down the road.
KNOW WHAT YOUR TEAM VALUES
Make sure you’re treating each team member fairly and with respect. Including fair benefits and a work and life balance is more important to today’s working generation than ever before, and whether this is something you believe in or not, perception often becomes reality. We’ve seen in-office meditations and mindfulness workshops make a positive difference, while screaming profanities at your team during the day and sending snarky e-mails at midnight will hurt morale in massive ways. When your team loves coming to work and loves what they do, you’ll see less absenteeism and a team that stays for the longterm.
BE THE ROLE MODEL YOUR TEAM NEEDS
Always remember that the team looks to you as an example. If you don’t want your team to come in late, leave early, snack at their desks, and roll their eyes at each other make sure that you’re not doing those things either. If you want your environment to be a place of positivity, smiles, and team spirit make sure you’re doing those things each day.
Jay A. Shorr, BA, MBM-C, CAC I-XIV is the founder and managing partner of Shorr Solutions, a Florida-based medical practice consulting firm assisting practices with their operational, administrative, and financial health. He served as the vice president of operations and practice administrator for a leading board-certified dermatologist and cosmetic surgeon and held partnerships in two leading South Florida plastic surgery centers. Shorr has served as a professional motivational speaker for nearly a dozen industry organizations. He is a certified medical business manager (CMBM) from Florida Atlantic University, a certified aesthetic consultant (Levels I-XIV) at The Aesthetic Show and The Aesthetic Academy, and a member of The Aesthetic Show’s 2019 Scientific Advisory Board.
Mara Shorr, BS, CAC II-XIV, is a partner and vice president of marketing and business development for Shorr Solutions, bringing more than a decade of marketing and communications experience to Shorr Solutions’ clients. She is a Level II through XIV certified aesthetic consultant utilizing knowledge and skills from her previous positions in marketing for two separate leading dermatology, cosmetic, and plastic surgery practices located in South Florida. Focusing on both internal and client strategies in traditional and new media, she is a public speaker and has written for a number of industry publications.