solviNg iNdustry ProblEMs
dr. bryaN WilliaMs,
is a keynote speaker, author, and
consultant, who is passionate
about service excellence and
organizational effectiveness.
Bryan has spoken to hundreds of
organizations in over 20 indus-
tries, including many Forbes
5-Star hotels, spas
and restaurants.
His passion is to
serve others so
they may
better serve
the world.
by dr. bryaN WilliaMs
going from Quit & stay
to stay & Thrive
it’s bad WHEN EMPloyEEs Quit aNd lEavE; but it’s EvEN WorsE
WHEN tHEy Quit aNd stay. To quit and stay means to have an apathetic attitude
and demeanor at work. In a spa, there is absolutely no room for apathy. Not towards
one’s role, the guests or the spa overall. When guests choose to visit a spa, it is
everyone’s responsibility to reaffirm the guests’ decision to visit in the first
place. The team’s collective spirit of gratitude, eagerness and hospitality
must be pervasive throughout every interaction and touchpoint in the spa.
Each guest should feel celebrated, not tolerated. Uplifted, not disap-
pointed. Rejuvenated, not depleted. With the right mix of culture,
relationships and leadership, even the most despondent team members
can go from quitting and staying to staying and thriving.
the team’s collective spirit of gratitude, eagerness
and hospitality must be pervasive throughout
every interaction and touchpoint in the spa.
What causes
People to Quit
& stay?
36
PULSE
■
March/April 2018
Many variables impact people’s
morale, and how invested they
are at work. Some of the main
culprits are:
l Lack of a clear vision and
mission
l Apathetic leadership
l Apathetic co-workers
l not feeling heard
l Feel like contributions are
irrelevant
l Their own subpar performance
is accepted or tolerated