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Survive and Thrive
By Laura Root and James Mason
Posted: September 25, 2009, from the October 2009 issue of Skin Inc. magazine.
page 5 of 7
Listen to your team. One of the biggest problems managers have is their feeling that they lose control when they cede certain territory to the rest of the team. This is a polite way of saying managers feel like they lose control when they ask their team members for input. Why they feel this way is still up for discussion, but the good news is that it is just not true. Team members’ perceptions of managerial authority are not negatively impacted when their opinions are solicited. In fact, authority goes up, the perception of management’s effectiveness goes up, trust goes up and the general outlook toward management goes up. So getting your team members more involved in decisions may be one of the smartest business moves you can make.
Communication is essential for any successful societal interaction, and in working with the public, there is a necessity in keeping your name and the spa’s name in the mind of the client. This means setting up a scheduled time to personally call clients within a week of their first visits to follow-up on their needs. Confirm their satisfaction with the service, and inquire on how they are enjoying the sample products you sent home with them.
Also, as part of the client consultation form, there should be a space for the client’s e-mail address. This is one of the most valuable pieces of contact information to obtain. With the clients’ acknowledgement, you can include them in your e-newsletters to announce new services, product promotions and educational articles. This also will increase your stature in the eyes of discerning clients.
Improve communication efforts with your team. One of the top business concerns employees have often has to do with communication, something along the lines of, “Management does not listen well enough, and needs to interact and explain more,” and so on. These are communication issues, and all are easy to fix with a little vocalization on your part.
Give better service
Engage. Respond. Meet and greet clients as close to the door and as immediately as possible without being intrusive. The most important thing you can do when presented with new clients is to welcome them like the VIPs they truly are. In fact, spend as little time as possible behind the counter. It creates a physical and psychological barrier between yourself and the client, and it can easily become a place to retreat so as not to have to engage the client. Most importantly, it delays the immediacy and grace of personally inviting a client into your spa’s space.