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Culture Club

By: Camille Hoheb
Posted: June 10, 2008, from the November 2006 issue of Skin Inc. magazine.

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Most medical spa managers are inclined to initially employ only seasoned staff and are opposed to interviewing other polished professionals who possess strong transferable skills and a can-do attitude, but require training. Hiring an experienced team member does not guarantee a flawless operation, or eliminate the potential for poor customer service or the need to train your staff. There is no way for you to evaluate the previous employer’s training program. Inevitably, there are going to be differences in equipment, services, clinical protocols, products, vision, values and goals.

Experienced professionals sometimes come equipped with a well-practiced and established way of doing things. They may or may not resist new methods, and might be reluctant to change their preferred routine. Even worse, they may be overly critical of your business choices.

Attitude is everything

Suppose that two people walk through the door for a job interview possessing impressive résumés, levels of experience and skills. They are equally qualified. What factor determines who should get the job? The answer: attitude. Attitude is how you treat others, how you respond to challenges, and whether you sink or swim. In short, it is the manner in which life is approached. It creates experiences for you and others. Success and happiness depend on and begin with attitude.

Skills, knowledge and experience all are functions of a positive attitude. Excelling in a chosen profession, as well as continuing to learn and grow within that occupation, is a choice. Having a polished appearance also is an extension of a positive mind-set, and because a medical spa provides image-based services, it is important for team members to set an example for their clients.

Making an offer

Congratulations! You have identified a great team lineup, but what will it take to get these individuals on board and, more importantly, to retain them? From the interview process, you should have gained a fairly accurate picture of what you have to work with: full-time, part-time or per diem employment; salary or hourly requirements; benefit expectations; an incentive or bonus structure; and paid time off and other compensation. As a small- business owner or manager, a thorough understanding of your business model and the needs of your staff will help you to devise a customized plan that makes everyone happy. Money is money, but certainly there are other considerations when creating a compensation plan. Flex hours, a health insurance allowance for part-time employees, a monthly allowance of free or discounted procedures, growth opportunities and a calm, professional work environment all are incentives.