levels of our employees. Oftentimes, they will mention on that platform what they’ re lacking in and wanting.” STRUNK:“ We really rely on the guest feedback. I do the morning walk with the guests every day and I get a lot of feedback that way about employees.”
Training Opportunities Training should be ongoing— and accessible.
CLAY:“ Most of our vendors visit our spas monthly or every other month and are doing some sort of training. Our learning management system is available 24 / 7, so they have resources at their fingertips.” STRUNK:“ It’ s important to do training monthly and budget monthly for it. The team leaves fired up and inspired after the sessions, so I think it’ s really important.”
Training is the ultimate sign of respect. It tells your team, We believe in you— and we’ re willing to invest in your success.
Budgeting for Success Budgeting for professional development doesn’ t have to be complicated.
MILLER:“ I take the amount of associates I have and find an average for what it would cost and the expense of the programing.” FRANCOM:“ We look at the past year and budget going forward from there, and also budget for our technology platforms.”
Setting Goals and Measuring Performance Performance-based goals keep teams focused and motivated.
MILLER:“ We review their retail-to-service percentage on a quarterly basis.
For performance, we set those goals at the beginning of the year, do a midyear touch view and then end-of-year wrap, and so we make sure they’ re hitting that retail-to-service percentage. We try to increase it quarter-overquarter, even if it’ s just three percent, to try to motivate them more. With our retail sliding scale, we have an opportunity for staff to make 20 percent on retail commission.” CLAY:“ We have KPIs that are tied to each tier in our pay structure. If you beat those KPIs for a certain period of time, you move into the next pay tier. When we have providers who come to us and ask for a raise, it’ s easy for us to tell them they can give themselves a big raise.” n
SPECIAL THANKS TO OAKWORKS for sponsoring the session and awarding their patented ABC system to Vanessa Carter, spa director at The Boca Raton.
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