One of the biggest challenges a business owner faces is finding and building the perfect dream team. A skin care facility’s team is the face of the business—it represents the spa’s owner, so it is important to find qualified employees who represent your brand. One skin care facility may be a business where green hair and tattoos work for team members, or it may be a business where that is inappropriate. It is important that you find a team that fits into your culture, and shares your spa’s goals and standards.
The best recruiting strategy is one that is ongoing. Constantly be on the lookout for valuable new talent. Contact the nearest schools and ask to speak with some of their students about your business. Encourage and reward team members when they refer candidates who are hired and pass a three-month trial period. Word-of-mouth is a powerful thing and can often be the best way to find qualified talent.
Hire slow, fire fast
Finding someone who is a perfect fit for a business is unlikely to occur after just one interview. Think of hiring the way you would dating—you wouldn’t get married after the first date! Conduct a series of interviews that include some managers to make sure the candidate is a good fit. Then, hire on a trial basis. This allows the potential hire to have the opportunity to showcase what they have to offer, and they will be able to determine for themselves whether or not they think they are a fit, as well. If you decide that the candidate is a good addition to your team, then you can offer her a full-time position.
One of the hardest things about being the boss is knowing when it is time to end a work relationship and knowing how to do it properly. Do not hesitate if the employee is preventing you and your business from achieving goals. Gently explain that although you value them, you can no longer continue your working relationship. It isn’t easy, but it is necessary for your success.
Keep your eye on the prize
Build your team based on the specific goals and needs of your spa. In order to not lose sight of your goals, conduct weekly team meetings. This is a great way to find out who is dedicated to the growth of the business. Team members who are prompt and come to the meeting prepared with client feedback, problems and potential solutions, and success stories are those who not only come in and do their job, but are also committed to doing it better each day. On average, discuss three topics during these meetings, or demonstrate a new product or service.
Touch base on promotions and make sure that they are being promoted across all departments in the spa. Even reception should be well-versed on promotions and services.
This is also a great time to recognize the efforts that the team makes on a daily basis—your team needs positive reinforcement and, if you don’t give it to them, you run the risk of them finding it elsewhere or losing the motivation to perform.
It takes a lot of effort to find the right person and, once you have them, it is important to keep them. The key to employee retention is providing education, on-the-job training and a positive work environment. Providing education shows employees that their career is cared about. When it comes to creating a positive work environment, one bad apple can spoil the bunch. If you find that one of your team members is bringing down the rest, it is time to send them on their way.
A strong team is necessary to reach goals. This is one of the most important aspects of your business and, with the right outreach, education and encouragement, you will be able to build and keep your perfect team.
Lydia Sarfati, president and founder of Repêchage, is an internationally recognized skin care expert quoted in Vogue, InStyle, Glamour and The New York Times, and she has been featured on CNN, CBS and Fox. Sarfati has more than 30 years of experience as an esthetician, spa owner, manufacturer and consultant, and is a member of Skin Inc.’s 2014–2015 Editorial Advisory Board.