Five Successful Methods in Training Your Spa Team
By Bill Di Stanisloa Founder & Principal, GreenSpa 101 LLC | August 07, 2011
Method One: Creating a trusting relationship by example.
It is paramount for your employees to feel supported and trusted prior to any training programs.
Establish a good working environment which includes delivering a positive attitude towards each of them at all times. Your team should look up to you as a role model of respect not only for the client and customer but for them as well. Once you have earned the trust from your team your well on your way for successful trainings of all kind. Serving by example also means ensuring you become involved in each training type for your spa as well as keeping current educationally on spa and spa/salon services. You must be able to walk your talk as a Manager, Director or Lead. Training is not about your Providers or sales team only, it must involve everyone. This includes your locker room team!
Method Two: Customize our training to serve your product and operation.
Not all spas are created equal. Your job as a good Manager is to validate the uniqueness of your spa business by the treatments offered and the client service delivered. Professional training whether it comes from you or a hired expert for product or chosen modalities must reflect your spa's mission statement or goal. This customized training will set you apart from other similar business types and allow your spa to stand out from all the rest. Your client's experience will be determined by the unsurpassed unique training that you provide for your team. Product training is just as important. Too many spa team members who include the Providers, no little about all the products their spa is selling in or out of the treatment room. Again, this includes the locker room team. If they are asked a question and direct the client to a Provider or spa desk consultant, you have failed to provide total training.
Method Three: Scheduling training session successfully.
First, it is must be understood that all team members must receive continual training sessions.
No excuses are to be made based on status of an employee. Full-time, Part-time, On-Call, Seasonal and On-leave team members must all be held accountable for the necessary training which will serve their respected field and line of duty. Clients and customers will rely on each team member to be the expert in their held positions. Scheduling is key to a successful total training program. Scheduling trainings during business hours has yet to ever prove successful regardless of the excuse that is usually a slow day and payroll must be used wisely. Spa Team members scheduled to work a business day must be available without question for a client, customer or phone call. This includes walk-ins. Yes, walk-ins should be expected for any spa or salon. Walk-ins are crucial for new prospective clients as well as those customers who simply choose to come in and buy product. Having your incoming calls go to voice-mail or turning away new business because your team member and/or your Providers are in training is unacceptable. A better option for training is to schedule one or two hour maximum classes and hold them either after close of business day for one or two days. Training costs in the form of payroll should always be part of your budget. Most spas close earlier on a Sunday; this is another good day to have a class after closing. Most non-resort salons are closed on Sunday. Again, a perfect day for training for an hour or two. If you have product consultants that offer training then hold them to the day best for your business and not the other way around. This includes weekends. Your selling their product, they in turn must accommodate your schedule.
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