Problem

Why it Happens

How to Solve it

1.  Employees don't do what you want them to do

Because you haven't shown them how to do it

Open your mouth often and talk to your employees; show them how to do it and when to do it, and then show them how to do it better and when to do more of it; and how to smile when they're doing it.

2.   Products don't sell

Because you haven't made your mind up to sell them

First, teach your employees to love the products (not how to sell the products, that comes later). Second, train your customers to love themselves (not to purchase products, that will follow).
 
Show employees that there are only two revenue streams in the spa - services and retail - one is nothing without the other; then give them a big smile.

3.   Service quality becomes inconsistent

Because consistent quality service controls have not been upheld

Set the standards, and then reward behaviours such as: generous desire to please; concurrence; kept promises; respect of processes; voluntary acceptance and support of management; smiling a lot.

4.   Employees become belligerent

Because you have not developed and nurtured the relationship

Spend 50-60% of your day on staff development; have one on ones, vow to learn something from your staff every day; vow to teach something to your staff every day; persuade them to learn and teach something to each other every day; encourage them to smile a lot.

5.   Employees do not show initiative

Because there is no incentive

Always offer staff unique challenges; inject new energy into old job descriptions; recognize their efforts; laugh at their mistakes; always strive towards new goals; give them copious rewards; smile with them.

6.   Customers don't come back

Because they haven't been shown that you really want them back

Give them lots of presents; verbally thank them; be their servant; share the occasional secret; care about their life, make them smile.

7.   Employees always want more

Because they don't know it's not available

Report on the Spa's progress - share your winnings; communicate short falls; cut out the happy talk; make sure your spa doesn't reek of success as you underpay your staff; know your star performers and give them more than they deserve; still smiling.

8.   Employees look for greener pastures

Because theirs is no longer fresh

Identify potential and develop their talent; don't assign a mentor - be their mentor; provide stretch opportunities; ask them to show you how to grow; show them your smile.

9.   Employees talk about you behind your back

Because there are so many things on your back

Learn how to delegate (assigning the task but retaining responsibility); dump (handing over both the task and the responsibility); or defer (putting off non-priority tasks for you to complete later). Pay special attention to defer; set aside 3 consecutive hours, once a week for deferrals.
 
Get the monkeys off your back and your staff will get off too, and then smile!

10. You are working too many hours

Because you have to

Working smarter means working hard, less. Focus only where you can provide the most benefit; take 10 minutes at the beginning of each morning, an hour at the beginning of each month; and a day at the beginning of each year, to identify priorities and weigh their importance; know when to bring in the professionals; and keep on smiling!