Pitfall: Hiring a manager and staff then immediately opening the doors -the main goal of a Medi-Spa is to create a caring environment. Your staff cannot focus on patient care or selling services and products when the operation is not a well-oiled machine. The merge of form and function begins at the foundation.
The most important step of your entire project is having your business systems in place prior to your staff coming on board. It does not matter how beautiful the facility is, how nice your staff is, how clever your logo is or how strong your marketing plan is, if when the client enters the Spa, the operation is chaotic.
The systems and flow of your operation is what makes or breaks your business. On average, 75% of complaints in a Spa setting relate to what happens outside the Spa rooms, which includes your reception area, your taking appointments, your flow, your check out, etc. You are hiring a team of perhaps 15 people who need to come on board with policies and procedures in place.
Without these systems in place, your staff will quickly take advantage of you, your Spa's reputation will nose-dive and your business will not produce its potential income. If there is not a policy in place that indicates to the staff how many times they can be late to work, do not be surprised if they are late three times a week. Allot the correct time prior to opening to implement your Business Infrastructure.
Hire your consultant and find an experienced Spa Director to put the following systems and processes in place before the staff comes on board.
- Develop an Operations Manual and Front Desk Manual
- Develop Service Technique and Product Knowledge Manuals
- Prepare Spa Menu and Medical Treatment Packages
- Flow - i.e. Check In, Pick-up Robe, Have Treatment, Check Out
- Policies, and Procedures – How many times is it acceptable for a staff member to be late?
- Input data into Computer Software - this system comes in the form of a blank template
- Set up system of integrating Medical and Spa patient records
- Create Job Descriptions, Daily Duties, Accountabilities, Hierarchy
- Set Spa revenue targets – Service and Retail
- Schedule pre-opening staff training in Sales, Customer Service, Products
- Create Staff work schedules
- Develop compensation packages, incentives and payroll
- Point of Sale Reporting - How do you close the register at the end of the workday?
- Establish inventory and purchasing strategies
- Offer front house collaterals: Menu, Gift Vouchers, Appointment Cards, etc.
- Have back of house collaterals – Sick Forms, Vacation Forms, Appraisal Forms
By Alexis Ufland, Director at Lexi Design www.lexidesign.com
A respected authority in the Spa industry, Alexis Ufland has developed premier Spas across Europe, Asia and the United States. With a unique combination of creativity, development and operations, Ms. Ufland will create and implement a proven turnkey operation that guarantees success. Ms. Ufland has written numerous articles on Spa development and has been quoted in the top industry trade magazines as well as lectured at national trade events. She is currently pursuing certification in Leadership in Energy and Environmental Design. (LEED). 
