Balancing Between The Interest Of Employees And Customers In Salon And Spa Businesses

Labor-intensive and customer-oriented businesses such as salons and spas are highly dynamic in terms of personal interactions

. Hence, it is not surprising why the success or failures of these businesses are directly dependent on the satisfaction of customers on the services and products being offered.

Customer loyalty is essential but this can only be achieved if the employees and policies of a spa or salon business have the flexibility to response to the needs and wants of clients. Although loyal clients are oftentimes given preferential treatments, this does not necessarily mean that new and occasional clients should not be treated with top quality services.

Operating a spa or salon business requires multi-tasking and highly systematic coordination with the employees and clients. The skills of employees should be matched with the needs and preferences of clients. Some clients may prefer personal stylists or massage therapists but not all employees of a spa or salon have the corresponding skills and trainings for wide range of services being offered. The employees of salons and spas typically have specializations but may also have some knowledge and skills on other areas.

Human resource management is a primary consideration in any business. Its importance is even higher when it comes to service-intensive businesses such as spas and salons. Hence, employee satisfaction should also be given emphasis. Customer satisfaction will be difficult to achieve if the employees are unhappy. Employees cannot perform their tasks more effectively if they are dissatisfied with their working conditions.

Comfortable workplace, proper scheduling, good compensation packages, skills development, career advancements, and incentives are all necessary in motivating employees. The specific employee-related policies of spas and salons may vary but there are many general similarities such as additional compensations in the form of commissions for employees. Incentives such as these will help motivate employees to improve their work performance.

Customer satisfaction is always directly dependent on employee satisfaction. The key to all this is effective management. Effectively managing employees and properly booking employees can be made more efficient with the help of a salon scheduling software or similar software application. Computerizing the various operational aspects of a salon or spa will not only make the business more efficient and profitable but it will also help employees and clients manage their time.

Although the old adage 'the customer is always right' is still applicable, spa and salon owners should not forget that the backbone of their business is the employees.

by: Johnathon F Black

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