Pulse March / April 2016 | Page 31

STEP 1: Measure-Up. Before my esthetician knows which facial will be best for my skin, she examines my skin under a bright light and a magnifying mirror. You can do the same with your processes for hiring, onboarding, selling and retention. A complimentary Merit-based Measure-Up assessment is available to you (see digital box for website link). How do your processes “measure up” to those considered “best-in-class”? Before you can offer the hydrating facial, it’s best to identify the problem as dry skin. QUICK TIP: Ask current staff these four questions to identify gaps in your onboarding process: 1. When you started, what was hard to figure out? 2. How long were you working here until you finally felt you hit your stride? 3. How well did our onboarding training prepare you for your day-to-day work? 4. What would you add to our onboarding training? STEP 2: Mechanics. Once you’ve selected the proper facial for your client, you assemble the equipment, tools and products you need for the treatment. If the treatment room was missing the towel you needed, you would likely stop and find a towel before you began. When new hires start, it is important to prepare in advance so you are not only clear about all of your expectations of them, but also that you have everything you need for their onboarding. Any gaps you uncover in the “MeasureUp” phase would be handled in this step. This step takes some deliberate thinking, but “done is better than perfect” and some thinking and planning is better than nothing. QUICK TIP: Identify all of the expectations you have of new hires for a specific role in three categories: 1. Information they need to KNOW 2. Actions they need to be able to DO 3. Systems and tools they will USE* “Most likely, because the spa is so busy, you won’t have time to train them and the new hire will be left on their own to do things the way they’ve learned elsewhere.” STEP 3: Implementation. As a spa enthusiast, implementation is my favorite part. In our facial example, implementation is the act of conducting the facial. In terms of onboarding new hires, the implementation step happens when you test the process you’ve designed with a real person, either “undercover” like a secret shopper or with your actual new hire. QUICK TIP: Tell your staff you’ve hired someone and put them through the first day on the job to see what is really happening when a new hire starts. You can learn a lot from your “undercover new hire!” STEP 4: Alignment. As we all know, hydrating facials are not a one-time thing. To maintain my healthy glow, I get facials on a quarterly basis. Guess what? Onboarding is the same deal. It is a work in progress. Sometimes you need to get rid of some dead skin to reveal better skin and sometimes you need to shed old ways of training that no longer give you the results you want. As you will learn new things through implementation, you’ll be able to adjust and align your process. QUICK TIP: To keep your process in alignment with your values, culture, systems and tools, it is important that you review the process at least on an annual basis to keep it fresh and relevant. A good hiring process is obviously important to identify the candidates with the potential to be great in your organization, but don’t stop there. A deliberate onboarding process gets your good hires off to a great start and sets them up for long-term success. Your next new hire feels special, they learn the ropes quickly and become valuable members of the team faster than you anticipated. They tell their friends, who are also top in their field, making it easier for you to recruit top talent and grow your business. Clients are thrilled. They refer more friends. Finally, your spa is on autopilot a