That has been the most common statement
we have heard from spa directors who have
re-opened their facilities during the COVID-19
pandemic. The sentiment is understandable:
the transition back to re-opening has been
difficult, even with all of the incredible guidance
that is available. A lucky few have had
sufficient time to prepare, plan, train and
educate their teams prior to re-entry, but for most it has
been a challenge, with only a few days to prepare their
teams before opening the doors. It is in this time of crisis
and chaos that leadership, communication, education and
training are crucial for success.
In regard to leadership, now more than ever having a
culture of care and servant leadership is critical for both
your team and your guests. Hopefully, a culture of care existed
prior to COVID-19 and has been the core of your leadership
over the past several months—staying connected
to your teams and guests by communicating throughout.
Now, a culture of care is essential to reopening with a confident
plan and a team that trusts your ability to lead.
As spa leaders, we need to lead a bit differently and
rely on our teams to be the pulse and the voice of our
businesses during this reopening phase. This is a time
where we need to listen first, lean into the issues (not
away from them) and then lead from a space of knowledge
and clear understanding. Here is a collection of insights
we have gathered to assist you with your
re-opening:
l
Hold a space for listening. This is
the recent spikes in COVID-19 cases
than what they disallow or ob-
where courage and vulnerability
across the U.S. South. Follow real-
struct. Point out exactly what has
meet and where teams will flour-
time information from the Centers
changed and what is the same.
ish and grow. It is a time to really
for Disease Control (CDC), as well
Doing so will demonstrate that
connect with your employees and
as county and state guidelines.
some changes are surprisingly min-
“meet them where they are” versus
l
Open in discrete phases. This sim-
imal and shouldn’t be a big differ-
“where you want to take them.”
plifies the process of reopening for
ence to them.
l
Respond with empathy and under-
both you and your team. It also will
l
Make learning fun! Create short in-
standing. Let them know their
help ease your staff—many of
structional videos and show them
words were heard and provide en-
whom have likely not worked in
to your staff multiple times over
couragement and hope—and then
several months—back into the
the reopening process. Most people
take some action and lead!
rhythm of work. Progress to the
learn more effectively by seeing
l
Be a positive tone-setter. This can
next phase only when you and
something rather than just reading
help eliminate fear that your team
your team are prepared for it.
something. They can always refer
is experiencing by educating them,
l
Remind your staff that your facility
back to written protocols when
training them and most impor-
was already following Universal
necessary.
tantly, answering the “why?” For
Precautions & Occupational Safety
l
Video highlights are also a great
every decision or change made in
and Health Administration (OSHA)
complement to any walkthroughs
response to COVID-19, be prepared
standards before the COVID-19
you have scheduled with staff. This
to explain exactly why that change
pandemic. They already have the
will get your staff excited and
was made and how it will ensure
skills and knowledge they need to
proud to be back in their environ-
the safety of your team. This will
provide treatments safely to all.
ment. No doubt they’ll share that
help them understand the benefits
l
Highlight the positives with the
enthusiasm with guests!
and, therefore, make it more likely
new changes; compare old proto-
l
During pre-reopening training and
that they follow new procedures.
cols to new ones. Discuss new pro-
walkthroughs, listen to staff with
l
Be aware. This situation is con-
tocols from the point-of-view of
“new ears”. as staff get familiar
stantly evolving, as evidenced by
what they allow you to do, rather
with all of the necessary changes,
28 PULSE ■ AUGUST 2020