Communication Within, Success Throughout

Greetings Spa People!

Today I had the privilege of training an amazing team at a beautiful spa in San Antonio, Texas. From the moment a therapist reached out to me to show interest in Eminence, I noticed something special about this business.

The difference is a camaraderie that is rarely found in large spas such as this one. From owner, to massage therapist, every member of this business works together in the mutual push of success and excellent service within the spa. Every communication shared with me has been brimming with honest care and interest. And this same consideration is openly shared with each other.

What I love about this team, is that they all work together, at all times, to create a culture of sincere respect and positive energy. I could not detect one iota of resentment, frustration, or friction between them. How do they do it? I intend to ask the owners how they established this delightful environment, but for now, here are a few observations I noticed:

1) The owners project a feeling of warmth and open communication with their staff. Both of them project a sense of authority, however distinctly missing, is the ego behind it. They are humble, kind, and respectful. You instantly want to do your best thanks to this wonderful vibe they project!
2) Therapists engage with the owners and vendors in the decision making processes of the spa. New protocols and products are brought in with a team consensus. In order to earn my position as a vendor, several of the therapists had the opportunity to ask me about my products. It was not a quick decision made by the owners with the expectation that therapists would just "deal" with the change.
3) There was absolutely no back talk or negativity between any of the staff members. I mean NONE. This is sadly a rare phenomenon in our industry, especially in large resort spas. Not one person complained about scheduling issues, commissions, or product selection.

The key, I believe is simple: open communication and direct hands on participation of upper management/owners. By being available to their staff, I truly believe that these two heart-first leaders have created a nurturing place that their employees can call home. The staff works hard with a pleasant, service-oriented demeanor and I believe this is because they feel welcomed and appreciated.

I am happy to welcome this fantastic team into the Eminence family of partner spas. It's been a pleasure so far, and we're only just beginning!