Thank you …are two of the most magical and powerful words. Do you say thank you often enough to your clients? We say it often in my business and mean it too! Who doesn’t like to hear those words and feel like their business is appreciated? There are so many ways to say thank you. How do you say it to your clients? Share with me and the rest of our Spatrade family, we’d love to hear your ways. Along...

4 Steps to Building a Successful Reception & Reservation Team - R & R In Part One, we spoke about how important spa reception is and how the goal should be to transform order takers to revenue generators. In Part Two, I am going to share with you more details regarding the 4 Easy Steps to Transform Your Reception and Reservation Department. If you did not read Part One , read it first, then come back for Part Two. 1...

4 Steps to Building a Successful Spa Reception Team If you were at the IECSC show in Fort Lauderdale last year you might have attended the Spa Reception and Profit lecture I did. One of our clients Natalie Spencer was among the many who attended. (Make plans to attend the IECSC trade show this fall). I was speaking with Natalie last week and we were talking about her receptionists’ and call center. She said “ since I’ve implemented the Reception...

Spending time on the sales floor is crucial to understanding employee behavior and habits. No matter how well trained an employee is, there is a tendency for entropy to set in: new habits form, new scripts and language creep in. Some of this "evolutionary behavior" actually improves your system for that person's use, making them more effective. Some of it may degrade the system you have in place. But you'll only know what's going on if you "inspect what you...

Summer is fully upon us now, and unless you are in a resort or beach location, your spa is probably a little slower than usual. This is the perfect time of year to maximize revenue dollars by encouraging your staff to focus on their average ticket . For those unfamiliar with the term, average ticket is the measure of how much money you are getting from each client who walks in your door. To calculate it, add up your total...

Building a successful team requires accountability, and that starts from the top of the organization. Let’s have a moment of truth; do you have a systematic approach to team accountability? If you don’t, you must! Start with a very detailed position description for each position within the spa. Outline all responsibilities, skill requirements, education and expectations. In addition, it is wise to have an attachment outlining all areas that each team member will be accountable for. Here is a list...

How much business training should you provide your team? It depends... Are you going for the GOLD or settling for Coal? While conducting the 10 Steps to Economical Marketing Webinar last week, I took some questions from the participants. One question in particular got my attention. The question was "Dori, you mentioned training the team and that marketing is a team effort. How much training should someone provide the team or how much time should a manager spend on training?"...

Certain questions are "no-nos" when interviewing prospective employees. Spa and salon owners need to know what questions to avoid to prevent legal problems. Are you a U.S. citizen? What you really want to know is, can the applicant legally work in the United States, so the question to ask is, "Are you authorized to work in the United States?" What is your native language? This sounds like a quick way to judge fluency in a language, but it can appear...