Changing the focus of our Spa Services

Complexion’s has always been a spa that focuses on the wellness side of the services that we offer but now more than ever we are very careful with how we send this message to our guests.  We do not use words like pampering and luxury.  We have started to explain the benefits of our services along with words like affordable, de-stressing, promoting wellness, mental clarity and more.  We have also committed to continuing our “sparties” on the third Thursday of every month.  This has proven to be a wonderful way for our guests to experience a complimentary sampling of a “featured” vendor or service.  We charge our guests a $25.00 reservation fee which assures they will commit to coming in and they can apply that money toward a retail purchase made that evening for the “featured” product.  We also give our guests a 20% discount on booking their appointment for the full experience of the featured service.  Another wonderful service we have offered to our menu in a 6:30 Metta on the Mat (metta means loving kindness in Thai) morning class.  This is a way for our guests to greet the day with a gentle stretching and meditation.  What a wonderful way to start the day.  We offer fruit, yogurt, tea, and full use of our steam room, sauna, and shower facilities.  This has not only opened up a new influx of clients new to our facility, but it also generated additional income for us at a time that we normally did not have any income.  We are using our relaxation room which is a green house so you can see the sun coming up.  It’s just wonderful.   Even in this economy, there are ways for us a spa owners to get creative and to get back to the true meaning of spa services.  It has always been and should be about the wellness.  I completely disagree with spa services being pampering ……..this is our opportunity as a spa professionals to get back to the origins of the spa industry…..

The Heart of John Wooden’s Pyramid of Success

Today we had another staff meeting. This time we discussed the three “blocks” of John Wooden’s Pyramid of Success that are in the center. He refers to them as the Heart of the Pyramid.

The first block refers to condition.  This goes well beyond physical condition.  He is referring to a good mental and moral condition.  “When you are lacking in good mental condition this disrupts the team.”  I agree with this.  It also reminds me of a book called “Fish”.  From the moment we wake up in the morning, we have the choice to either make it a great day or we can ‘choose’ to let our mood or events dictate our mood.  Sometimes this can be a difficult task but we are all ultimately responsible for our own attitudes.

The second block is skill.  “You have to know what you are doing, what to do, how to do it, and when to do it.”  When I apply this to my staff and operating the spa, I explained to my staff that it is one thing to go through the motions of a facial, a haircut, or a massage then there is really knowing the who, what, when, where, and how.  There is a huge difference in the quality and in our ability to fully provide the best service to our clients.  This also means, knowing the products, in side and out.  Being able to explain what everything is and why to our clients.   You must be able to perform all aspects of your job, not just part of it.  One without the other makes you a partial player.  You must master all aspects of your job.  “When I’m through learning, I am through.”

The third block is team spirit.  I especially enjoyed this block.  It refers to our attitude about our contribution to the “team”.  John Wooden explained that he changed the meaning of this. The original meaning was:  a willingness to sacrifice personal interest or glory for the welfare of all.  He felt there was something missing.  Then he finally got his answer and changed it to: An “eagerness” to sacrifice personal interests or glory for the welfare of all.  I see that with my own staff.  There are those who are always eager to help and those that are willing, however not always eager.  There is definitely a positive feeling from that eagerness!

Our next meeting will focus on the top of the pyramid.  I find this to be a very helpful management tool for me to share with my staff.  I think everyone enjoys our meetings because they inspired us all by his words and we can relate to them.  It isn’t a meeting where the typical “problems” are rehashed.  I think it makes us all do a little private self evaluation.  It gets everyone back on track until the next meeting.  We hold them the first Wednesday of every month.  It seems to be the right amount of time before everyone needs a little checking in.

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