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Creating a Strong Team
By: Bryan Durocher
Posted: June 28, 2011, from the July 2011 issue of Skin Inc. magazine.
page 2 of 4
Mission statements. Your mission statement is one to two sentences stating what your business is and its purpose. When hiring team members, engage people who inherently share the values and purpose of the business’s intentions.
An example mission statement might read: “Our ultimate goal is to create a pleasant and relaxing atmosphere for our clients. As a full-service facility, we strive to meet and exceed every client’s expectations and needs. We make every effort to be a leader in our industry, and our commitment is to first listen to your needs, and then respond. We look forward to becoming a part of your wellness regimen and welcome the opportunity to serve you.”
This would be something for clients to look to when they want to know what your business stands for and understand the team’s goals.
Job descriptions. Spas and medical spas have an intimate impact on the lives of their clients, and it is this unique relationship you must emphasize to all your team members who need to understand the importance of their jobs and specific duties in order to deliver a consistent extraordinary client experience. When you have clear expectations in place, there won’t be any gray areas, and you can coach your team members effectively.
For example, job descriptions need to be defined in writing, understood and signed by the team member performing those duties. (See Sample Job Description.) Your descriptions should include the following employee requirements.
- Appearance and dress policy
- Dispensary policy
- Cleaning and sanitation policy
- Financial and compensation goals
- Staff meeting policy
- Career development and advanced training requirements
- Scheduling policy
- Client information and confidentiality
- Extraordinary client experiences
- Personal services and product costs