the time you read this we will have a new President of the United
States in the White House, but as I write this months article for
Dermascope, it is now day 18 of the Presidential Election dispute
About now you are asking "how can you relate a Presidential
Election to our industry Skip, and if you can, will you be non-partisan?"
fascinates me about politics is the push and pull, the flimsy evidence
that one side will use to create its rhetoric, the "mountain
out of a mole hill" and how anything can be "Spun"
to ones own advantage.
I watch Election Canvassing Committee members counting dimpled,
swinging, and pregnant "Chads" I believe there is an important
lesson for the Spa/Salon industry.
that many Spas/Salons that I consult with hire talented Providers,
Front Desk Agents, and others. Then give them a short "orientation"
and send them to work and expect that they will be able to perform
their jobs and tasks correctly based on their education, past experience,
and good judgment.
these employees intentions are good and they want to do the best
job possible, without employee handbooks, standard operational procedures
(SOPís), constant training, clear and unambiguous goals there will
always be problems. Without the proper rules, tools, and goals we
are setting up our employees for failure.
we do in our business is (or should be) considered a process. From
the selling the public to visit our Spa/Salon through welcoming
the guest to our facility, facilitating the front desk necessities,
performing the services, selling the retail, collecting the payment
and rescheduling their next visit is a process.
procedures of each step of the process are also a process or "subset"
that describes the process in more detail. When these procedures
are spelled out in as much detail as possible we leave little doubt
in the minds of our representatives (the employees) as to what is
expected of them and what to do in any given situation.
much detail your procedures have is up to you, keep in mind that
the more detail the less subjectivity, I often say that the procedure
should let us know whether the toilet paper roll gets mounted in
an under or over configuration.
the task of creating these "Standard Operational Procedures"
may sound daunting, they do not have to be. We can start with a
basic generic procedures manual and fine tune it until it represents
should never put it away and feel that it is done. When a problem
arises it gives us a perfect opportunity to incorporate the solutions
into the latest revision. It should be an ongoing process to improve
the process. Likewise it does not have to be written by one person;
for example the Massage Therapists should be involved in creating
the Massage Treatment Procedures.
good is an Operational Manual if no one knows what is in it? The
Operational Manual should be incorporated into all the training
that takes place. It can even become the text used when training
any particular subject from customer service to how to do a "Salt
the Procedures have been established, and everyone knows how to
handle every situation, we are then ready to set the "goals".
Goals tell everyone how many times we need to accomplish our tasks,
or repeat the process, in order to meet our businesses expectations
it All Together
game has rules, a recipe has steps and a sport team has goals, when
we incorporate these elements into the Spa/Salon they will enable
us to run our business as a finely tuned racecar. It can be the
oil in the gears of the machine that is your business, allowing
it to continuously move onward in the direction of success and minimize
the frequency of derailments.
larger your business becomes, the more these procedures will become
a necessity, the sooner the processes are in place the sooner your
business will become large. There is no advantage in waiting before
creating the procedures, and frankly it only become more difficult
and more daunting the longer we wait.
just as those Canvassing Committee members that wanted to be fair
and consistent when counting those "Chads", without hard
and fast rules they were put into a "No Win" situation,
both sides were bound to protest the outcome. Like the preordained
failure of the election committee, the price of failure with a client
or procedure in the Spa/Salon business is high and can get blown
out of proportion and sometimes-even end up in court.
you have any questions please feel free to contact me at: