“When our new hires walk through that
door, they are our guests that day.”
— KIM GREEN, Owner, Altitude Spa
ONBOARDING IS MORE THAN PAPERWORK, Welcome Them Like a Guest
a presentation and perfunctory training: it’s the total
experience that a new hire receives from the moment she
or he walks in the door to the day that their training is
truly done—days, weeks or even months later. It’s also
the secret to building a more effective workforce and
retaining them for the long haul.
Pulse recently spoke with three ISPA member spas
whose recently refreshed onboarding programs have paid
dividends for their spas by boosting revenue, strength-
ening retention and establishing a strong workforce
culture. With the right strategies, onboarding can become
your spa’s secret weapon in a competitive labor market. The goal of effective customer service is often to make
the guest’s experience as frictionless as possible. Kim
Green, owner of Altitude Spa, views onboarding in much
the same way. “When our new hires walk through that
door, they are our guests that day,” says Green. Knowing
that most new hires are nervous, uncomfortable or
slightly intimidated on the first day of any job, Green puts
the new hire at ease by “gifting them and welcoming
them,” in addition to minimizing any dull paperwork.
At this spa located in rural Alberta, Canada, the
onboarding process starts before a new hire’s first day. An
official offer of employment and any necessary HR
As a product-maker, milk + honey spa prioritizes retail sales throughout its onboarding process.
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PULSE 2020
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