Common
Scenarios and
How to Handle
Them
PROBLEM: One employee complained that a
new employee was getting more new clients
than he/she is.
SOLUTION: Pappas suggests bringing
employees into the office to discuss how new
clients are being scheduled. “I pointed out that
the new employee had brought many of her own
clients to the spa and was doing an outstanding
job of self-promoting. Both employees then
discussed how to self-promote together and
now both are helping to grow their own client
base, which in turn helps the entire spa.
PROBLEM: Employees feel that one employee
is treated more preferentially than others.
behavior persists, we have a disciplinary process in place that
can (but thankfully, very rarely) result in dismissal,” Pappas
says.
She says staff members need to show respect with each
other, first and foremost. “I don’t allow staff to make
disparaging remarks about anyone that they work with, least of
all management,” she says. “A while ago, we had an issue with
an esthetician who had been making comments about a
manager in front of customers. When confronted, she resigned
rather than face disciplinary action. While that’s not an ideal
situation, it sent out a strong message to everyone. Not only to
those inclined to gossip, but also to those who are the victims
of gossip. They need to know you have their back.”
The spa industry has long been a leader in staff training and
development. What has changed over the last decade is the
subject matter of that training—it’s not just about how to book
customers in for a treatment and it’s not just about how to use
equipment properly and efficiently. Copper says that spa
owners and managers should also look at training staff for the
emotional, human side of working in a spa environment—and
that includes how to handle gossip and politics. n
52 PULSE
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January/February 2016
SOLUTION: Have a meeting with each team
member in order to get the opinions of the
entire team as a whole. “By meeting with each
team member individually, I was able to demonstrate their value to our team and make them
feel that they were equal contributors to the
team with their unique skills and abilities,”
Pappas says. “Goals have been set for the team
members and when the goals are met, an award
is presented and financial incentives are offered.
This allows each team member to strive for
further excellence and recognition based on
objective factors. In all such circumstances, a
win-win scenario is established.”
CLICK to read more helpful tips on
how to handle common workplace
drama.”