Pulse January / February 2016 - Page 54

Common Scenarios and How to Handle Them PROBLEM: One employee complained that a new employee was getting more new clients than he/she is. SOLUTION: Pappas suggests bringing employees into the office to discuss how new clients are being scheduled. “I pointed out that the new employee had brought many of her own clients to the spa and was doing an outstanding job of self-promoting. Both employees then discussed how to self-promote together and now both are helping to grow their own client base, which in turn helps the entire spa. PROBLEM: Employees feel that one employee is treated more preferentially than others. behavior persists, we have a disciplinary process in place that can (but thankfully, very rarely) result in dismissal,” Pappas says. She says staff members need to show respect with each other, first and foremost. “I don’t allow staff to make disparaging remarks about anyone that they work with, least of all management,” she says. “A while ago, we had an issue with an esthetician who had been making comments about a manager in front of customers. When confronted, she resigned rather than face disciplinary action. While that’s not an ideal situation, it sent out a strong message to everyone. Not only to those inclined to gossip, but also to those who are the victims of gossip. They need to know you have their back.” The spa industry has long been a leader in staff training and development. What has changed over the last decade is the subject matter of that training—it’s not just about how to book customers in for a treatment and it’s not just about how to use equipment properly and efficiently. Copper says that spa owners and managers should also look at training staff for the emotional, human side of working in a spa environment—and that includes how to handle gossip and politics. n 52 PULSE ■ January/February 2016 SOLUTION: Have a meeting with each team member in order to get the opinions of the entire team as a whole. “By meeting with each team member individually, I was able to demonstrate their value to our team and make them feel that they were equal contributors to the team with their unique skills and abilities,” Pappas says. “Goals have been set for the team members and when the goals are met, an award is presented and financial incentives are offered. This allows each team member to strive for further excellence and recognition based on objective factors. In all such circumstances, a win-win scenario is established.” CLICK to read more helpful tips on how to handle common workplace drama.”