1.
Your employees don’t
see a future with you.
High turnover rates have become an
issue for many leaders in the spa
industry. Lindsay Ebbin, co-founder
and president of Make Up Factory
states that one of the biggest
challenges he is noticing has to do
with leadership changes, more specifi-
cally getting to know and adapt to
new leaders’ communication styles.
“This is difficult for all parties to
continue to be successful, especially in
retail,” Ebbin told us. “Turnover at
times can be high, but we are able to
adapt to any change.”
According to the ISPA Spa
Workforce Study, culture and work
environment is the main reason
employees choose to stay at their
current organization. Make your culture
attract and keep employees by giving
them something to be excited about.
The Study also found that over a
fifth of service providers don’t feel
inspired by their leaders with 68
percent having left their previous role
due to poor management. Solve this
problem in your organization by
finding ways to let your staff know
they are a vital part of what
makes your business boom. More
times than not, building up confi-
dence is really all it takes to see a
difference in behavior.
2.
The spa’s retail products
aren’t selling.
According to the May 2017 ISPA
Snapshot Survey on Retail, 56 percent
of spa respondents said retail sales
make up more than 10 percent of their
spa’s total revenue. That’s a large
portion of the bottom line.
Unfortunately, spa retail products do
not and will not sell themselves.
Empower your staff to sell by
ensuring them that sales is nothing
more than a conversation—something
they’re already excellent at! Show
them Michael Sherlock’s upsell
technique on page 44, or bring in
educators from your product
companies to help make sales a fun
part of the job for your staff. happy, you have to first make sure that
your employees are happy.
Employee happiness contributes
immensely on how your employees
will treat guests. Try incentivizing a
wellness program using a
workplace rewards system of
healthy living. Take care of your staff
so that they can take care of your
guests, and that means ensuring their
wellbeing needs are met above all else.
“If you
want your
customers to
be happy,
you have
to first make
sure your
employees
are happy. ” Pamela Maes of Mirbeau Inn and Spa
says her biggest challenge is exceeding
guests ever-increasing expectations.
With information at every customer’s
fingertips, it can be hard to impress
the customer of 2018.
Unfortunately, customers will not
continue giving you their business if
they don’t feel well taken care of. You
have to make your clients want to
come back. Show genuine interest in
who they are and what they like.
Think of them as a person, a friend or
someone close to you instead of a
client. Building client relationships
should always be your top priority. It’s
truly all about the customer experience
in 2018. For more tips on improving
your customer experience, read Adam
Hoette’s article on page 48.
3.
Customer service quality
is inconsistent.
So much of how an employee treats a
customer is due to their own happiness
(or lack thereof).
If you want your customers to be
4.
5.
Customers aren’t
coming back.
You are working too
many hours.
As noted, spa management has a
culture of working long hours. It’s
essentially understood as “just part of
the job.” Eventually, those hours will
catch up with you. Before they do,
May 2018
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