Comments on: Entitlement: Bad for Business

By: penny

penny — Wed, 11 Jun 2008 21:23:42 +0000

Hi Gary. I learned from experience so I have never put myself in that position again. That took care of most of the problem. I also needed to replace a lot of staff. I have a great disciplinary program in place as well as rules and regulations now, when I bought my locations the prior owner did not have any of the sort. I enforce both of these programs and there are no problems whatsoever, only respect by the staff towards me and respect to them from me. They completely understand that my job is to market and bring clients to the spas, their job is to provide excellent service and together it is a win-win situation. I do not take advantage of them and they do not take advantage of me. So it works out wonderfully now!

By: Gary

Gary — Wed, 11 Jun 2008 18:39:52 +0000

So I am curious, Penny. How do you stay in business if your staff constantly takes advantage of your generosity and then leaves?

By: penny

penny — Wed, 11 Jun 2008 16:18:51 +0000

Yes, Gary, it is sad. These are things that technicians need to know and understand that the spa owner deals with. The more you give, the more they take advantage, unfortunately.

By: Ruth

Ruth — Wed, 11 Jun 2008 01:23:53 +0000

A very challenging subject! It is critical to the growth of this industry that we professionalize and build standards and expectations. First, the schools need to provide a better business (financial and ethics) education to their students. Stop teaching students 1) 'that what they make' or their 'income' is equal to their gross receipts, and 2) most importantly to work somewhere to build a clientele then go out on their own. This is the root cause for much of the dissatisfaction. Second, staff should be employees with all the associated responsibilities, benefits and privileges. Finally, Spa Owners, learn to continually recruit by having a stack of resumes and candidates and regularly hire new people with a 90-120 day probationary period. Use your marketing to fill their book, while paying them a reasonable hourly rate, and test out how well they help you build your business, as well as their technical skill. "Promote to customer" any employees that appear to be 'poison pills' as fairly and quickly as possible.

By: Gary

Gary — Tue, 10 Jun 2008 16:51:50 +0000

Wow Penny, that is a very sad statement. So all employees are just given stuff, and then want more and take advantage of business owners? They don't earn anything you "give'" them, you give only out of the goodness of your heart? And am I to believe that owners wouldn't take advantage of staff? Ask for more without "giving" more in return? See, that is the mentality that I think creates so much workplace disharmony and dissatisfaction for all. Create an environment where your employees are empowered to be part of the business, not just a technician, reward them fairly, and ultimately you can create a team of people that will work together to create a successful situation for everyone. But, alas, most people think only of themselves, owners and therapists alike. What is sad is that we are in a business of helping others, yet so many only seem to think about what's best for them and the hardship others put upon them.

By: Anonymous

Anonymous — Tue, 10 Jun 2008 14:58:59 +0000

I agree with Gary and Sandra, it's logical that the spa owner will want to have a non competitive environment, but with most spas not being able to afford salary and only commission… the technicians are going to be competitive in order to afford to live. A spa owner is always going to get paid their part of commission not depending on which technician does the service. It's understandable when a technician is out of town and the client goes to another technician, but it is only natural to feel a client is your client, that one have become friends with, for a long period of time.

By: penny

penny — Tue, 10 Jun 2008 14:26:44 +0000

Great point Carol! We also have the same policy, overall it has cut down on cancellations, the clients are told about, agree to it and it is stated everywhere, on the service ticket, that is mailed out, gift certificates, menu and website, however we have the "cancellation policy fits" also and the "I will never come back threats." I would as well love to hear feedback on this. In regards to the staff, I understand Gary however, the more you give to your staff the more they take advantage and they still walk out!

By: Carol

Carol — Mon, 09 Jun 2008 13:06:54 +0000

I would like to see an article about client entitlement in regard to no show appointments. We have a written policy in place that requires the client to read and sign in two different places, yet when informed that they are responsible for payment of the missed appointment as stated in our policy, I have 99% of these no show clients pitch fits, and act totally improperly in language and behavior, stating that they just would not come back to our spa. Even after we ask for 24 hours cancellation notice at the time of booking. It is amazing how many clients will book and then show up 20 minutes late thinking they should still get their full massage time, which is also covered in our written cancellation policy. We as a society have groomed the customer to think they are always right without ever addressing that same individuals responsibility in being morally correct in regard to their own personal behavior towards others when booking appointments, weather it be with a dentist, attorney, or massage therapist.

By: Gary

Gary — Sun, 08 Jun 2008 20:06:58 +0000

Congratulations Sandra. Sounds like a great spa to work for. I think you make a good point that the key is an environment of harmony and team. I agree with the article to a point, but like most articles on this blog, it only views these issues from one side — the spa owner. Which makes sense as that is mostly who reads it. However, if you as a owner create a work environment that creates a feel of teamwork, sharing and growth, most therapist won't have to use a "walk-out bomb" as you call it. Therapist are just like everyone else, we all want to make the best living we can. Most would gladly give up a little money to work in the right environment. So spa owners, create that environment and you won't have to worry about therapist threats of leaving. And maybe rewarding therapists or "technicians" on occasion will keep them from even thinking about leaving.

By: Sandra

Sandra — Sat, 07 Jun 2008 21:39:39 +0000

This is a great article — very succintly hits the nail on the head about what destroys the team environment. At our spa we are absolutely team based, and pay hourly to avoid the commission/entitlement trap. Consequently, we have a work/spa environment that is peaceful and harmonious 99% of the time. And isn't that how spas are supposed to be? We have monthly meetings with mantras for the month, and how we can better focus on being "other-centered." It seems to be working!