Insights to recruit , engage and retain spa industry professionals
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DM : When I was in corporate America , we created specific behavioral questions because past behaviors predict future performance . For instance : “ Tell me about a time where you had a customer or a client you were dealing with , and with everything you did , you still didn ’ t make them happy ?” Their story can tell you a lot . I think the truth is there are times when someone ’ s unhappy . It ’ s how we handle those situations that are important , and what we learn from those situations . I am looking for someone who “ gets ” customer service and really understands we don ’ t have a business if we don ’ t have happy clients .
I want someone who is willing and open to learn . To get to that , I would ask them what was the most difficult thing they ’ ve ever learned . How did they go about learning it ? I like to see their mindset of how they went through the process .
I also want to make sure the teamwork mentality is there . I would ask them to imagine they were training someone and this person was struggling . What would they do to help this individual ? I listen for things that will show they have some communication skills , leadership or training skills that would indicate their ability to work together as a team .
Pulse : You recently opened a second location . What makes it possible for you to operate two spas ? DM : My husband and I divide up the roles and work as a team to make sure we ’ re not dropping any balls . Another thing that is important is allowing people who work for me to advance and grow in their careers . For instance , we have someone who is our general manager today . The day we opened our first spa in 2018 , she was one of our nail technicians . And then from a nail technician , she became a lead nail technician . Then about six months ago , she became our general manager . Having someone who grew from within — who understood what it was like on day one , watched us grow and develop our brand , who really has a vested interest in providing extraordinary customer service for the guest and knows how we work — has been huge in allowing us to have the second location , and to be able to do it well .
Pulse : Is there a third one in your future ? DM : I think there is . n
DAWN MATKOVIC AND HER HUSBAND ELVIS own the Woodhouse Spas in Ohio ’ s Orange Village and Rocky River . After 22 years in corporate America and the birth of her twins , Dawn decided she wanted to make a career change . Her background in management and the knowledge she earned as a nail technician early on in her career made this change something she was passionate about .
MEET DAWN MATKOVIC
“ I am looking for someone who ‘ gets ’ customer service and really understands we don ’ t have a business if we don ’ t have happy clients .”
— DAWN MATKOVIC
KRISTINE HUFFMAN LICSW , formerly a partner with Hutchinson Consulting , is a semi-retired hospitality consultant and former ISPA Board member . She brings more than 30 years of experience in hospitality and human services , including providing leadership , psychotherapeutic services , staff training , program development and brand direction for the award-winning Canyon Ranch , Miraval and Travaasa Resorts .
48 PULSE n AUGUST / SEPTEMBER 2023