With the right support and follow-through, underperforming team members can become some of your most valuable assets.
DEVELOPING UNDERPERFORMING STAFF
A BEST-PRACTICE GUIDE
BROOKE ZARCONI Spa Operations Manager Gervasi Vineyard Resort & Spa OHIO, UNITED STATES
“ I start with a warm, open conversation to understand what might be impacting their work— whether it’ s unclear service expectations, personal stress or misaligned strengths. I clarify performance standards specific to our operations, like guest experience, punctuality or treatment quality. We create a plan together that includes pairing them with a lead therapist, offering refresher training or shadowing sessions. I give feedback consistently and focusing on how their role enhances the guest journey. Encourage them to share their own goals and needs, and I try to make sure my approach provides calmness and a supportive atmosphere you’ d expect in a spa itself.” n
SUPPORTING STAFF WHO UNDERPERFORM— but show potential— requires a thoughtful mix of clarity, structure and compassion. According to guidance from the Society for Human Resource Management( SHRM), managers can take several practical steps to help team members improve while preserving morale and accountability. l DIAGNOSE CLEARLY: Define the gap. Be specific about the behaviors that need to change and why. Use real examples and ask open-ended questions to uncover root causes— whether skill-based, motivational or personal. l CREATE A DEVELOPMENT PLAN: Structure success. Use a written plan that outlines measurable goals, timelines and support mechanisms. Align expectations to both role requirements and individual strengths. l COACH AND MENTOR: Pair team members with experienced colleagues to build confidence and skills. Regular feedback and personalized mentorship help maintain progress and motivation. l TRAIN AND REINFORCE: Offer refresher training,“ back to basics” sessions or hands-on learning opportunities. Use both formal and informal feedback to reinforce expectations and track development. l BUILD ACCOUNTABILITY WITH EMPATHY: Lead with compassion, not just correction. Establish consistent check-ins that create space for honest conversation while keeping expectations front and center. l MONITOR PROGRESS AND DECIDE: Celebrate growth and adjust goals as needed. If improvement stalls, determine whether more support is needed— or if a formal performance improvement process is warranted.
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