Top 10 Managing Protocols for success

byBonnie Canavino

President Red Cherry Group

Bonnie Canavino Creator of the Red Cherry Group

Manufacturers of Amrit Organic & Spa Specifics!

Bonnie brings an accomplished career of thirty years in the private spa industry including corporate management & training, all in the beauty industry with a passion of growing spa with integrity from professional to professional.

Protocols of Management Success

Call it an art, a passion or the great never ending challenge; it all boils down to the right protocols with the perfect attribute.pro-to-col n. preliminary draft, as a treaty, draft and report or the rules of diplomatic and state etiquette and ceremony

at-tri-bute n. word ascribing a quality

All the protocols in the world fail due to knowledge and possessing the needed natural attribute!

Protocol Work Forms and every Business has them!

Protocols for

1. Financial Weekly Analysis

2. Inventory to Service Control

3. Staff Theater Interviewing

4. Spa Employee Manual

5. Non Compete & Education Agreement

6. Staff Culture Education

7. Staff Monthly Review & Goal Planning

8. Client Challenge Experience

9. Visual Impact

10.Marketing

Attributes and every Protocol needs them!

Attributes• Passion for the Industry

• Teacher, Train knowing the Outcome

• Negotiator & Diplomat

• Integrity & congeniality

• Organizer

• Financial Savvy

• Foreseer

• Worker

• Investigator

• Balancer

• Listener

• Mentor

• Problem Solver

• Recognizer (seer of red flags)

• People person

• Marketer / Future Thinker

• Inspires

• Experience

Financial Weekly Analysis!Financial Savvy, Analytical, Balancer, Foreseer, Investigator, Ability to Recognize, Growth Decision Maker !

October Status 2006 2007 2008 2009Item Lavender Oil 10

Gallon L34569 gallons 8 gallons 7 gallons

Service ID, Charge, Time

Lav-Massage 100.00 1 hr

Same 105.00 1 hr same

Total Expense 52.66 52.66 53.20 53.20

Profit 47.34 47.34 51.80 51.80

Total Treatments Sold Prior month

40 52 48 33

Estimate of profit

1893.60

2461.68 2486.40 1709.40

Inventory to Service Reality

Financial Savvy, Analytical, Balancer, Foreseer, Investigator, Ability to Recognize, Growth Decision Maker., Problem Solver !

Name/SKU Units DateItem Lavender Oil Gallon

L345610 11/2/09

Service ID & Charge T Lav-Massage 100.00 1 hr, 2oz. Per service

Aroma custom

Cost per Treatment 1.17 Product Cost

Support Cost per Treatment

8.33 Spa Overhead per service

$ per hr. overhead

spa payroll + room expenses +laundry

43.67 Spa payroll 40% -Rm Cost= 1.35 –Laundry=

2.32

Total Cost 52.66

Profit 47.34

Total Treatments Sold Prior month

40 = 20 days 2 per day

Estimate of Profit 1893.60 One month

Spa Theater InterviewPassionate Organizer, Listener, Teacher, Foreseer,

Recognizer, People Person, Experience

The Premium Interview Program has three parts• Part One: Introduction to the Candidate• Part Two : Theater Communication Practical• Part Three : The Review and Job Offer

Part One: The Spa & Management Cultureo Mission Statemento Philosophy of Doing Businesso Customer Service Definitiono Point of Differenceo Business Commitment to Employee and Client o Community Goalso Well Defined Job Opportunity o List of Benefitso List of Marketing Programs o Review resume and ask question!

New Staff Theater InterviewPassion, Organizer, Listener, Teacher, Foreseer, Recognizer, People Person, Experience

Part Two : Theater Communication Practical3 Questionnaire forms to revelation

The Written Practical1st Form: Technician Insight Questionnaire 4 Questions of Importance to your culture

The Client Consultation2nd form: Ask them to write five questions to ask their model. These

questions are important to recommending the perfect service & lead to the answers to building future rapport, recommending take home therapy & future services

The Client/ Model Experience3 rd form: Treatment Review / 10 Questions for the ModelExamples

Did the questions lead to the desired service? Describe the technicians touch? Did the spa technician thoroughly explain all that was going

to happen? Did the technician recommend and describe products with

you? Were you completely happy with the service?

The Spa Theater

The play reveals their communication & technical skillsDesign a skit that reveals their communication & technical skills This is an example for the potential esthetic position

Description of the environment (The Playbill) Show Greeting & Client Comfort Show Consultation and Recommendation Practical Facial today

Cleanse-toneSkin AnalysisRelaxation Facial Blot, tone and Condition

Perform Your Future Client Retention Steps

The Review

Gives you the decision to either continue or not! Gather the forms Quick critique and overview to the candidates future Go over the models notes with the candidate Give your self two days to get back to the candidate

even if they seem perfect

Employee Manualthe spas guide line of your staffs future behavior!Integrity, Teach, Organize, Problem Solving,

First Page!Spa ….commits to offer an environment of state of the art quality for the community and guests while providing safe, secure and progressive career opportunities for professionals seeking the best the beauty industry can offerSpa …. has designed this employee manual for the purpose of creating an atmosphere of professionalism including:•Business growth for every employee•Shared knowledge to advance career•Create the finest client experience •State of the art staff image•Team supportSpa…. client information and data is sole property, but all good standing professionals providing services for not less then 1or 2 years can request referrals to all guest requests for two months after leaving to work at another spa or salon outside of a 3 or 10 miles radius of Spa…. Spa ….supports an open door policy for employees to feel comfortable to meet with management to discuss challenges, needs, goals, client concerns and personal and career issues.Spa ….welcomes you to the team and looks forward to the bright future for all!

Print Owner’s signature

Employee Manual

Employee Commitment to Spa..... & Spa.....’s Guests As a Licensed Beauty Professional I commit to understand and respect all the

policies and program that Spa..... has designed to better myself, my career and my fellow team members

As a Licensed Beauty Professional I will provide state of the art quality in service and client experience to every guest to further my personal and professional career and continuing to demonstrate the great reputation of Spa.....

Employee Salon Responsibilities Employee responsibilities are personal and professional traits of integrity

that create order Respect for personal items by storing them properly in a designated secure

locker and employee coat areas Respecting other’s personal and professional items Respecting salon and spa facilities and stations Respecting the break room, kitchen and staff bathroom areas by cleaning

after oneself Respecting the salon and spa floors, bathrooms, locker rooms and spa

service rooms as the client’s space with proper language, client concierge service and more then ordinary information

Respecting your guest’s time by totally committing to the bookings by arriving 15minutes early at the start of the day and not leaving until your last guest has departed the facility

Respecting other team members and support staff by helping out when possible

Respecting management by communicating Respecting all Spa..... Programs and Policies

The Professional Signature

Staff Education & Non Compete FormBalance, People Person, Passion, Teacher, Problem Solver, Experience, Mentor…Every Attribute comes into play here!

This Education & Non Compete Agreement is entered between (Employee’s Full NAME) and (Spa Inc.) starting this ( Date)

Education & Client Commitment is (Spa) priority , mission & employee benefit. (Spa) Employer is will provide the spa service, approved advanced education and CE Hours if available per course (keeping originals along with state beauty license in employee’s personal business file, providing copies to the employee). Any and all education must be approved and appropriate to (Spa) Culture by management in writing. In consideration of this benefit education program investment is for a growing career at (Spa), if the employee resigns two (2) yrs (730) days from the starting employment date or fails to attend any and all class (with out a Doctors written note). The cost of the education is to be repaid or deducted from the Employee’s pay check or checks.

Employee Non Competed Agreement(Spa) client, business information and data is sole property of (Spa). All good standing professionals providing services for no less then 2 years (Spa) will provide (Employee) guest request of new location information for two months after departure if new position is 3 or 10 miles radius of (Spa). Note if Client data and information is taken with out permission will result in legal action.

Date Education ListBenefit CostsSignatures

Staff Culture EducationTeacher, Passion, Integrity. Inspire, Mentor

Staff Culture Education Teach what your spa serves!

Fix Self Center…education directive: custom lifestyle programs includes nutrition, alternative health & anti-aging services!

Rosemary Shugar Day Spa..education directive: traditional spa services, anti-aging & custom brand make-up!Echo Salon & Spa…education

directive: organic, natural, green & sustainability!

Professional Monthly Review & Goal PlanningFinancial Savvy, Teach, Inspire, Listener, Balancer, Foreseer, Mentor, Organizer, Passion ETC!

Where you were, where you are & where your going. Name:Department and Position:Knowing the details empowers success and helps avoid failure. This monthly worksheet is the insight to your career & will be available to you the first week of the month. Comparisons are either the prior year to this year’s / month or the past month and even weeks (for new bees) Where you were (Date) Here are your achievements of the past, to compare with the last 30 days. Service, Referrals. New Clients, Retention%, Retail, Ser/Ret %, Growth/Goal  Where you are (Date) Here is where you see the rewards of effort & what facts are growing or hindering your growthService, Referrals, New Clients, Retention%, Retail, Ser/Ret%, Growth /Goal  Where you’re going (Date)Set your own goals by numeral amount or by % increases & compare them to prior month last year. Are you challenging yourself?Service, Referrals, New Clients, Retention%, Retail, Ser/Ret%, Growth /Goal  Comments from management:

Client Challenge Experience!Listen, Negotiate, Integrity, Problem Solver, People Person & Passion

Do you have a written plan of action for every client challenge?

Write a procedure plan with ways to solve the small & simple challenges or problems with guidelines for offerings!

Other Challenges need… Instant Action to (1) One person

◦ Management!

Immediate Privacy for you & the spa Client

Let the Client talk Solve the problem with asking for

an opportunity to serve the client with what she expects

Talk to the employee later and in private!

Did you know more then one person interacting with a client & the challenge denote chaos & disorganization

Not Professional!

Visual Impact

Do you have a detailed list of daily spa chores including who is responsible, when & who approves the cleanliness, does room checks, fills-in & maintains retail and dispensary etc.?

Marketing be a GURU!

PR! Features & Community Awareness

Spa Website

WWWWWWWWWW

WE are spas choice for pure professional organic treatment and ritual products. WE bring 30 years of spa experience to the spa market providing spa consulting, brand awareness, & and industry passion & growth!

Questions!

Red Cherry GroupAmrit OrganicSpa Specifics

847 823 1727 D847 823 1727 Finfo@redcherrygroup.comwww.redcherrygroup.comwww.spaspecifics.com