PROVIDING TEAM MEMBERS with education and training opportunities is one of the most powerful ways spa leaders can invest in both their people and their business. That was the focus of ISPA’ s April Town Hall, a session highlighting insights and best practices from spa members who are leading the way in delivering exceptional training programs for their teams.

PANELISTS

Following are a few insights shared by the panelists. Visit iLearn to view the full Town Hall on demand.

Training for Success Developing leaders starts early— and structure matters.

ROB FRANCOM:“ We started a 30 / 60 / 90 program for our new leaders. We plan out the first things they need to know when they first start, then at 60 and 90 days, and have evaluations after each. Then I put them on a professional development plan immediately after that for the next 90 days.” NIKKI MILLER:“ We spend a lot of time daily talking about delegation and building bench strength. If something happens and an employee has to be out, then there are others that can slide into that space.”

Boosting Team Performance Incentives and clear metrics can help unlock stronger performance.

DEIRDRE STRUNK:“ We have a tiered system for how our employees get paid and we put a certain number goals in place that they have to meet, or a coaching happens. Something else that we’ re going to implement is there will be different criteria for how they get booked in the system based on sales and a few other metrics.”

ARIEL CLAY:“ It starts with the intake form. If you have the right questions that help you understand the client, then you can help sell them the correct products. … It’ s less about selling and more about offering them something they need.”

Identifying Skill Gaps Great leaders seek feedback from every angle.

FRANCOM:“ We lean on secret shoppers, and we also have a platform called Amazing Workplace where it will survey the happiness

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