Advanced management & operations

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Welcome
Advanced
Operations and
Management
June 23,24,25
2008
http://www.youtube.com/watch?v=GbweiP4_Mfs

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DAY 1:
Operational Success- 9 to 5
Attitude & Motivation
“The Secret”
Leadership & Management
Getting your Operational Platform Right!
“Show Me the Money”
25 Strategies for Success
DAY 2:
Management Success- 9 to 5
Leadership Skills Sets
Hiring the Best
Train the Trainer
Multiunit Management “MUM”
DAY 3:
Raising the Bar- 9 to 2
Managing the Goal
Through Accountability
Following Up & Following Through
Time Management
Everyone Must Be In The Race
Extra Nuggets:
10 Thoughts on Management
J.P.’s 100 Tips for Success
Business & Leasing Terminology

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DAY 1:
Operational Success- 9 to 5
Attitude & Motivation
“The Secret”
Leadership & Management
Getting your Operational Platform
Right!
“Show Me the Money”
25 Strategies for Success

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Brandy,
Testimonial: Advanced Sales
Training
I recently attended the Advanced Sales Classes, and have already seen a
difference. I came back from the classes with much enthusiasm and
created excitement in my sales team by holding numerous "classes" to
implement the new techniques learned. Our overall sales have increased
15%, when compared to last May!! The largest improvement has been in
Membership Sales.
I think a light went off in their heads...they finally got it!! They have even
admitted how easier it is to sell a membership with these simple
changes. I just got off the phone with my Spa Consultant and she
informed me that they each sold three Spa Memberships this week
alone! What fun!
Anyone who doesn't take advantage of this great tool is foolish. Thanks
again for the help.
MonicaWolf

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Steve,
Testimonial: Advanced Sales
Training
I sent a friend, Gretchen, into your store with my business card for three
complimentary sessions two days ago. I am thrilled to tell you that she
phoned me last night and went on and on about how she fell in love with
it! She said that the staff was very attentive, informative, and friendly. The
best part is that she originally wanted to go in because she had never
tanned before and wanted to try it out but she came out completely sold
on hydration (she called this a full body steam cleaner) and lumiere. You
should pass on kudos to your new manager for effectively communicating
our overall concept and converting a “tanner” to a wellness enthusiast
simply by caring enough to educate them. Gretchen is going back today
planning on signing up on an EFT and is bringing another one of our
friends with her.
Way to go uptown!
Alicia L. Conforto

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Operations
The nuts and bolts of operational
issues of the company
Composed of a wide range of day to day activities
including:
o Hiring, motivating, and firing employees
o Developing compensation plans
o Keeping relations with vendors/outside resources
o Deciding on who will do the accounting/ book keeping for
the company
o And many more…

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LEADERSHIP
Management & Operations is
like running a tight ship
….and That Takes
LEADERSHIP!

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The Price of Leadership is Responsibility
….and part of that
responsibility is to stay positive
whether you feel like it or not.
The Attitude of the Leader will
determine the Attitude of the team!

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Leadership
“GIVE A MAN A FISH-YOU
FEED HIM FOR A
DAY”
Teach him how to fish and you
feed him for a life time.

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How to Manage & Operate a Successful
Planet Beach Contempo Spa
It’s About…
ATTITUDE!

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You Must Be In It To Win It
Running a successful business is
like a SPORT…It takes courage,
commitment, conviction, and
confidence to win!

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Attitude
The longer I live, the more I realize the impact
of attitude on life. Attitude, to me, is more
important than facts. It is more important that
the past, than education, than money, than
circumstances, than failures, than successes,
than what other people think or say or do. It is
more important than appearance, giftedness or
skill. It will make or break a company…a
church…a home.

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Attitude
The remarkable thing is we have a choice
every day regarding the attitude we embrace
for that day. We cannot change out past…we
cannot change the fact that people will act in a
certain way. We cannot change the inevitable.
The only thing we can do is play on the one
string we have, and that is our attitude…I am
convinced that life is 10% of what happens to
me and 90% how I react to it. And so it is with
you…we are in charge of out Attitudes.
-Charles Swindoll

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‘You’ve Got To Be a Fighting
Rooster’
“You’ve got to be a fighting
rooster. You’ve got to get
out there and preen those
feathers and look like you
know what you’re doing
and hope you know what
you’re doing and have a
good time.”
-Pierce Brosnan

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‘You’ve Got To Be a Fighting
Rooster’
“You struggle with money. You
struggle without money. You
struggle with love. But it’s how you
manage. You have to keep laughing,
you have to be fun to be with, and
you have to live with style-not
fancy-schmancy, but in a way which
is present and meaningful and has
some beauty to it.
-Pierce Brosnan

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What it Takes to be Number
ONE
http://mk1.netatlantic.com/t/765377/8627015/3178/0

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The Secret
http://www.youtube.com/watch?v=_b1GKGWJbE8

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I Thought I Would Get a Plan?
When you bought the Franchise,
no one ever taught you how to be a
franchisee.
You’re not opening a Planet Beach
Contempo Spa, you’re opening a
BUSINESS!

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WHAT ARE THE 4 SKILLS AND
QUALITIES THAT A SMALL
BUSINESS OWNER MUST ACQUIRE
OR POSSESS TO BE SUCCESSFUL?

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It's Easier Than You Think
“AN EXPERT IS A MAN WHO KNOWS
JUST THAT MUCH MORE ABOUT HIS
SUBJECT THAN HIS ASSOCIATES. MOST
OF US ARE NEARER THE TOP THAN WE
THINK. WE FAIL TO REALIZE HOW
EASY IT IS, HOW NECESSARY IT IS TO
LEARN THAT FRACTION MORE.”
-WILLIAM N. HUTCHIN

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4 Skills to be Successful
1) Sales Skills
- Always selling someone (whether it’s your customers
employees, or vendors
2) Management & Operations
- Employees must have a good leader & operational
platform
3) Budgeting & Finance
- Budgeting/Business Performa/Plan
- Reporting on financial performance of company
4) Marketing Skills
- Everyone has to market her product…no one is exempt

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Challenges of Small Business Owners
According to the U.S. Small Business
Administration, roughly 50% of small businesses
fail within the first five years.
Some of the top reasons for failure include:
1) Lack of Experience
2) Poor location
3) Unexpected Growth
4) Insufficient Capital

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The Hard Work Will Pay Off!
Once Successful, you will:
oHave a sense of accomplishment
oKnow the thrill of creation
oFeel the pride of watching your creation grow
oRealize that your work & vision have filled an
identifiable void for your customers, employees,
and family

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Winning is Everything
“WHAT IS THE MOST
CENTRAL TO BUSINESS?”
They joy of creativity; teaching
our people how to create
business.
How to win, how to be top
producers!

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“What is Our
Business?”
To satisfy the customer is the
mission and purpose of every
business!

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What is PROFIT?
If you don’t have it…You won’t have a
Business
A day is surely sadly done when you
do a day’s business just for fun.
Henry David Thereau

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Creating Tomorrow
You Cannot Change Today, You can
Only Change Tomorrow. What is
happening today is already in
motion.
Spa Directors and Assistant Spa
Directors have to create
tomorrow!

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Efficiency & Effectiveness
Effectiveness is the foundation of
success– Efficiency if a condition
of survival after success has been
achieved.
Efficiency is concerned with doing
things right– effectiveness is
doing the right things

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Management & Operations
Management= most important of all business
plan categories!
oThe success/failure of a business hinges on
the quality of its management & operation
platform

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Manager Focused
These 3 days will be manager
focused.
Great Management is a Taught
Discipline: It is a sum of
knowledge to perform tasks
through people.

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From Objective To Doing
Without action all is wasted!
Specific and concrete work assignments
with clear defined goals, with
deadlines and clear accountability is
the end product of analysis.
Unless objectives are converted into
action, they are not objectives and
goals, they are only DREAMS!

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Manage to Our
Mission
Mission Statement
For the benefit of our customers and the communities we
serve. We will remain dedicated to the continued success of
each Planet Beach franchise.
Our franchise locations will provide superior customer
service with an inspiring, alternative atmosphere
Planet Beach will deliver premier wellness, relaxation, UV
Therapy and skin rejuvenation services that enhance the
contempo spa experience.

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Manage to Values
Statement of Values
Good PEOPLE who BELIEVE in
the product, who have
professional INTEGRITY and
know how to FOCUS on
achieving all GOALS.

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Planet Beach Organization
Chart
OUR MEMBERS & GUESTS
FRONT LINE STAFF
SPA DIRECTOR/
ASST. SPA DIRECTOR
FRANCHISEE

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Organization Chart Explained
The Inverted Pyramid Model
Most organizations are pyramidal in
nature with owner at the top.
There’s nothing wrong with the
pyramid but who’s at the bottom?
The people who do all the work!
What IS wrong is when people see
the pyramid as each level working
for the level above them.

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Organization Chart
Explained
We turn the pyramid upside down so that no
one staff person is on top.
We put members and guests at the top because
most service organizations fail because the staff
is spending all their time responding to the top
boss instead of responding to the member!
The management works for their people. They
are responsive to the staff. Managers help their
staff win!
The staff is responsible for high quality SERVICE
MAGIC.

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Our Commitment
The spa’s success is based on your job
satisfaction and the relationship you have
with your co-workers and the members. We
will provide you with appropriate training,
recognition for a job well done, and an
equitable opportunity to meet your
personal financial goals so you can become
a happy, productive team member. With a
productive team, we can stay focused on
the spa’s primary goal: Keeping our
members first in everything we do.

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Commitment
To do this, our management and staff are
committed to the following:
1) Hiring talented and dedicated people and paying
them competitive salaries
2) Creating an atmosphere of trust, teamwork, and
confidence so each team member can excel and
grow as an individual
3) Working together to create a financially strong
company that continues to invest in its members
and staff. The team members also provide
support for each other as they achieve individual
& company goals

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Commitment
4) Accepting the changes that come with personal
and professional growth
5) Agreeing to negotiate resolutions to all
complaints and concerns
6) Having pride in the work and service we provide
to our members
7) Consistently exceeding our members’
expectations

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What One Man Can Do Another Can Do!
It is fashionable today to talk of
revolt against authority and
proclaim that everybody should
“Do your own thing.”

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Stress Responsibility &
I’m sorry Performance
that this advanced
operations & management
training will completely go
against this train of thought.
I will not talk about rights; but I
will stress responsibility
WITH A CLEAR FOCUS ON
PERFORMANCE &
PROFITABILITY!

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SHOW ME THE
MONEY!
$1,000,000 SPA

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Jerry Maguire
Show Me the Money!
http://www.youtube.com/watch?v=OaiSHcHM0PA

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Million Dollar Spa!
Longview, TX

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Are you making too much Money?
I am confident the answer is NO. We have solutions to improve your bottom
line. If you have not looked at the rankings on ORION we challenge you to do
so immediately.
TX055 Longview. Texas put $94,600.93 in the bank for May 2008 and a total of
$467,445.00 from January-May. That is more than most locations do in
a year. That’s $93,489.00 per month, projecting $1,121,868 for the year!!!
Planet Beach Contempo Spa’s 1st Million Dollar Spa!
This location has not been airlifted to another spot to increase traffic. They have
the true essence of SPA. They have skincare and retail sales over $132,799 for
the year, or $26,600 per month average. Ask yourself do you want to have
results like that? What are they doing that you are not?
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How are they doing it??
The answer…They are a true Contempo Spa
and you are still operating as a tanning salon.
Just because you have SPA equipment does
not mean you are operating as a Contempo
SPA. There are two huge MUST HAVES to
achieve these results. Staffing for Success
and Education on How to Operate a True
Contempo Spa!!

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Getting Your Operational Platform Right
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1) Make the Invisible- Visible
2) Staffing for Spa Success
3) Operating a Contempo Spa Not a Tanning
Salon

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Make the invisible- Visible
“Make a physical change and a
mental change will take place!”
-Pat Riley

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Contempo Spa The
Movie
You Must use your
imagination to picture a
True Contempo Spa.

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FRIEDRICH NIETZSCITE
“The most common form of
stupidity is forgetting what
one is trying to do.”
“What’s Your main focus?”

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Focus on Your Main Goal
If you chase two
rabbits, you will
certainly catch neither.”
J.P.

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Contempo Spa
History
 We have been selling,
 the same product;
 the same way,
 to the same people for some time
But hey wait…things are pretty good-why
change? Or Are they????
Because a huge opportunity exists in our
industry and is very powerful

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TANNING IS DED!
• DARK TANNING IS
OUT!
• HEALTHY GLOW IS IN!

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CORPORATE E-MAIL (STEVE
SMITH)
I was reading a new tanning trade publication yesterday and I
was amazed at how the tanning industry is still in utter
denial of marketplace reality. In an article about the
German tanning market (Germany is the mother land of
indoor tanning), out of 8000 tanning salons, 1800 went
bankrupt in 2006 alone. The article blames the decline on
price wars and poor quality...how about supply and
demand stupid! The publication is full of statements such
as "today's tanning customer is more
demanding"...duh! Nobody drives a horse carriage
anymore. Fortunately, we asked ourselves why this was
happening to UV tanning two years ago and then we went
about changing our market position to that of a "Contempo
Spa", as you all know.

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Corporate E-mail (cont…)
Additionally, in this new publication it is reported that according to a
Smart Tan customer survey in May of 2005, “From 1998 to 2005,
consumer confidence in tanning has dropped in the U.S. from 70% to
16%.” In spite of evidence such as this from the industry educational
leader, the tanning industry as a whole remains stumped as to why
their market is in decline. They can’t seem to see that no industry can
sustain that much bad press for that long. Needless to say, PB in on
the right track.
May, 2008-What’s the popularity of tanning now?

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WANT A SEASONAL BUSINESS?

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THE BUGGY WHIP
QUESTION: WHAT IS IT?
http://youtube.com/watch?v=MfL7STmWZ1c

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GM * Ford * Chrysler
“Failure to Realize what the Public
Wants”
Gas Mileage!

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Win or Die!
We are in a battle for our very
existence.
There is “do” or “do not”.
There is no “try”.
Yoda
http://www.youtube.com/watch?v=1FLgLJnZgjE

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We are in a recession-2008
People are stressed out of their mind with
uncertainty. Fear, Fear, Fear
Stocks Plummet as Oil Prices Soar
Gas approaching $5 per gallon
Massive layoffs projected
Interest Rates- Where will they be?
Who will be our President? Our Leader? Can he save us?
War in Iraq-Iran? When? How Long? How much$$?
Housing Market in the tank. Losing Money. Foreclosures.

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If life gives you lemons, make lemonade!
The last recession wiped out 500,000 small
businesses. The recession is going to dramatically
effect you and your Planet Beach Contempo Spa
business. When you are prepared for change, you
won’t just survive, you’ll thrive.
How to profit during the recession of 2008 and
beyond?

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Ready to Relax?
We have the ultimate stress reducer at Planet Beach
Contempo Spa.
Where people can immerse themselves in total
tranquility, where they can relax, rejuvenate, recharge
themselves.
Planet Beach Contempo Spa is the ultimate retreat from
the everyday. A place to relax and to revitalize the mind,
body and spirit.
We have the perfect prescription for anti-recession!!

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Stress! Stress! Stress!
Planet Beach Contempo Spa is a Stress Buster
Don’t kid yourself, stress ages you faster
than anything else:
Stress is a killer…
In fact the world health organization
estimates that 80% of ALL ILLNESSES are
directly or indirectly caused by STRESS.
Therefore, if you’re not proactive in
busting stress, it’s very likely to come back
and bust you!

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Whack-A-Mole
http://www.youtube.com/watch?v=A2pUe8FiHFA&feature=related

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Organizational Chart & Job Descriptions
Who
Is
Going
To
Do
What
By
When
And
How?

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T.E.A.M.
Motivation and Teamwork &
your Operational Platform
are the Keys to Total
Success for your Planet
Beach Contempo Spa
T = Together
E = Everyone
A = Achieves
M = More

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Danger in the Comfort Zone
Our comfort zones can be our
greatest enemy to our potential
and success.
We must embrace the change
from Tanning Salon to Tanning
Spa to total Contempo Spa.

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WALK THE TALK NEWS
The Daily Motivation
“In life, Change is the inevitable.
In business, change is vital.”
Warren G.
Bennis

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Tell It Like It Is!
It’s about accountability &
individual performance.
Level with your people, tell it like
it is.
We are going to be going
through a change– Its going to
be challenging.
It may be better for some of you
to move on.

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The “4” Truths of Change
1.) Change in business is necessary. Or Die!
2.) Change is an absolutely critical part of
business!
3.) Only true believers in change will succeed!
4.) Ferret out resistors, even if their performance
is satisfactory or you will not succeed!

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Change
“Perhaps the biggest pitfall you face is
assuming that what has made you
successful to this point in your career will
continue to do so. The dangers of sticking
with what you know, working extremely
hard at doing it, and then failing miserably
are very real.”
- Michael Watkins

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Business Model Change?
Franchise Times (April 2008 Article)
“The Numbers Game” by Wendy Webb
Sometimes companies start out
doing one thing and end up
specializing in another.

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Changes in the demand for your product or service.
Companies that are impacted
positively or negatively by a
change in demand need to stay
ahead of that curve.

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Rebirth of an Eagle
http://www.youtube.com/watch?v=J65MycJKwgw

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John Kotter: Our Iceberg is Melting
How to Lead Bold Change
“More and more people have to
understand how the world is changing,
the need for change, and how change
works when it works well…”
- J. Kotter
http://www.youtube.com/watch?v=Gh2xc6vXQgk

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Change: GET REAL
Transforming Organizations
Must Do’s
1) URGENCY = focus on what matters and DO IT! NOW!!
2) LEADERSHIP = Create vision of “What business we are in” To
Achieve Market Advantage
3) STRATEGY = New information. Everyone must be aware of
new goals, new operator platforms, and how it is achieved.
4) PRESSURE TO PERFORM = Do it Now! Everyone is
accountable for performance OR LEAVE!

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Change
It is not necessary for a
business to grow bigger, but it
is necessary that it grow
BETTER!

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Kotter’s 8 Steps to Successful Change
1) Increase urgency
2) Build the guiding team
3) Get the vision right
4) Communicate for buy-in
5) Empower Action
6) Create short-term wins
7) Don’t let up
8) Make it stick

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Step 1: Create Urgency
What You Can Do:
o Do it now! Procrastination is suicide on the installment plan.
o Examine opportunities that should be, or could be, exploited
with time frames.
o Start honest discussions, and give dynamic and convincing
reasons to get people working on the change with time frames.
100% of the team needs to “buy into”
the change NOW!

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Step 2: Build the Guiding Team
What You Can Do:
o Convince people that change is necessary
oWork on team building within your change coalition.

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Step 3: Create a Vision for
Change
What You Can Do:
o Determine the values that are central to the change.
o Develop a short summary (one or two sentences) that
captures what you "see" as the future of your organization.
o Ensure that your team can describe the new vision in three
minutes or less.
o Practice your "vision speech change” often.

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Step 4: Communicate the Vision
What You Can Do:
o Openly and honestly address peoples' concerns and anxieties.
o Apply your vision to all aspects of operations – from training
to performance. Tie everything back to the vision.
o Lead by example.

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Step 5: Remove Obstacles & Empower Action
What You Can Do:
o Identify, or hire, people/eagles who will embrace and deliver
change.
o Look at your organizational structure, job descriptions, and
performance and compensation systems to ensure they're in
line with your vision.
o Recognize and reward people for making change happen.
o Identify people who are resisting the change, and help them
see what’s needed or remove them.

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Step 6: Create Short Term Wins
What You Can Do:
o Look for sure-fire projects that you can implement with team
targets for the change.
o Don't choose early targets that are expensive. “Baby steps”
oReward the people who help you meet the targets

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Step 7: Don’t Let Up. Build on the Change
What You Can Do:
o After every win, analyze what went right and what needs
improving.
o Set goals to continue building on the momentum you've
achieved.
oKeep ideas fresh by bringing and using team suggestions and
strategies.

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Step 8: Make it Stick
What You Can Do:
o Talk about progress every chance you get. Tell success stories
about the change process, and repeat other stories that you
hear.
o Include the change ideals and values when hiring and training
new staff.
o Publicly recognize key members of your original change team,
and make sure the rest of the staff – new and old – remembers
their contributions.

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Kotter’s 8 Steps Put to Work
John Kotter’s 8 Steps to Successful
Change have been proven valuable to
such companies as: Mastercard
Worldwide, Kaiser Permanente, and
Black & Decker.

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Staffing for Sales Success
Consulting vs. Selling
Getting your body count right can
make or break you.

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Staffing and Operational Platforms
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Correct staffing and education
on operating a true Contempo
Spa are the KEYS to Financial
Success

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How many Employees do I need?
Spa
Director Asst. Spa
Director
Spa
Consultant
Spa
Consultant
Spa
Consultant
Spa
Consultant
Receptionist Bed Cleaners

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You Can’t Send a Duck to Eagle
School
http://www.eagleschoolmovie.com

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Hospitality =
Profit
“Hire Sunshine. Your front
line is your bottom line.”

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Talent Goes
Downhill
“A 10 usually hires a 9. Focus
on getting an 11”

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Hire for Ability as Well as Hospitality
“You can’t train STUPID!”

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What’s Your
Problem?
Fix your people
problems before you fix
your marketing
problems.

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Staffing for Success
Recommended Spa Schedule
*see worksheet

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For the Week of:
Prepared by:
10/18/2004
9:00 AM 10:00 AM 11:00 AM 12:00 PM 1:00 PM 2:00 PM 3:00 PM 4:00 PM 5:00 PM 6:00 PM 7:00 PM 8:00 PM 9:00 PM Sick? TOTAL
Spa Schedule
Monday
Spa Director x x x x lunch x x x x x 9
Asst. Spa Director x x x x lunch x x x x x 9
Spa Consultant 1 0
Spa Consultant 2 x x x x lunch x x x x 8
Receptionist* x x x x x lunch x x x 8
Spa Consultant 3 x x x x lunch x x x x x 9
Total
Tuesday
Asst. Spa Director x x x lunch x x 6
Spa Consultant 1 0
Receptionist* x x x lunch x x x x x 8
Wednesday
Asst. Spa Director 0
Receptionist* x x x x lunch x x x x 8
Thursday
Asst. Spa Director 0
Receptionist* x x x x lunch x x x x 8
Friday
Spa Director x x x x 4
Asst. Spa Director x x x lunch x x x x x 9
Receptionist* x x x lunch x x x x x 8
Spa Consultant 3 0
Saturday
Spa Director 0
Spa Consultant 1 x x x x lunch x x x 7
Spa Consultant 2 0
Spa Consultant 3 x x x lunch x x x x 7
Open
Sunday
Spa Director
Spa Consultant 1 x x x x lunch x x x 7
Spa Consultant 2 0
Spa Consultant 3 0
Open
* *You should hire a receptionist once your Contempo Spa is open. This position is not necessary in a prev iew center.

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Operational Success
A well-defined organizational chart and
clearly defined job descriptions and duties
are critical to your Spa’s overall success.
“Difficulties mastered are opportunities
won.”
Winston Churchill

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Operational Procedures
Few people go to work intending
to perform poorly. Franchisees
and Spa directors must establish
high standards and operational
procedures for their staff and
show them how to pursue
excellence.

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Lethargy of Entitlement
This company is just like one big,
happy family.
Ever heard someone say that?
Chances are, they’re stuck in
entitlement.

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Entitlement
The result of too much generosity?
We give people what they expect and don’t
hold them accountable for meeting criteria’s of
excellence.
Why does that happen?

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Hugs and Warm Feelings
Entitlement Answer:
Spa Directors/Franchisees are unwilling to do the
work requiring work.
Spa Directors and Franchisees that are not
focused on goals and rewards based on
productivity frequently create entitlement
because they want to avoid discord and bad
feelings. They don’t hold people accountable for
results.

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REWARDING FAILURE
Good performance, bad performance, or
no performance are all treated the same.
Entitlement happens when people feel they
have so much security, they don’t have to
earn their rewards or pay.
Remember, we’re going to WAR with a
RECESSION. Entitlement won’t cut it.

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Great People Great Profits
Success…
My nomination for the single
most important ingredient is
energy well directed.
-Louis Lundburg

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Jim Collins: Good to Great
“Why Some Companies
Make the Leap…
and Others Don’t”
“Good is the
enemy of
GREAT”
http://www.youtube.com/watch?v=3bR2Jlgg71Q

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Are You a Fox or a Hedgehog?
An ancient Greek parable
explains the differences
between foxes and hedgehogs:
FOX
•Knows many things
and lacks consistency
•Cunning creature
•Able to devise
complex strategies
HEDGEHOG
• Knows one BIG thing
and sticks with it
•Dowdier creature
•Simplifies a complex
world into a single idea

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So what separates those
who make the biggest
impact from all the others
who are just as smart??
THEY ARE ALL HEDGEHOGS!!
Hedgehogs are not stupid!!
They understand that the essence of
profound insight is SIMPLICITY

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Hedgehog Concept: The Three Circles
“It is not a goal to be the
best, a strategy to be the best,
an intention to be the best, a
plan to be the best. It is an
understanding of what you
CAN be the best at.”

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The Three Circles
1) What you can be the best in the world at (and what you can’t
be the best at)
-Good to Great companies understand that doing what you’re
GOOD at will only make you GOOD; focusing solely on what you
can potentially do BETTER than other organizations is the only
path to GREATNESS.
2) What drives your economic engine
- Must find a single “economic denominator”
- If you could pick ONE ratio– profit per x for example– to
systematically increase over time, what x would have the
greatest and most sustainable impact on your economic engine?
3) Understanding your passion
- The idea is not to stimulate passion but to discover what
MAKES you passionate

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Why Greatness??
The real question is not, “Why
greatness?” but “What work
makes you feel compelled to try
to CREATE greatness.”
"Be not afraid of greatness:
some are born great, some
achieve greatness and some
have greatness thrust upon
them".
-William Shakespeare

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The inmates do not run the asylum!
Every customer and member MUST
wait to be consulted!

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You must SLOW down.
Consulting is a contact sport.
You are a Contempo
Spa not a Tanning
Salon.
No more “Turn ‘em and
Burn ‘em!”

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Think Hospitality and Relaxed
Ambiance
Think Ritz Carlton, not Motel 6.
Think Ruth Chris, not McDonalds.
Think Vidal Sassoon Beauty Salon,
not Supercuts
Think Canyon Ranch Day Spa, not
Massage Parlor

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What do you know about…

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Motel 6
We’ll leave the light on for you!

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The Four Seasons
Beyond
Compare

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HOSPITALITY BY APPOINTMENT
ONLY
Think Contempo Spa! Not Tanning Salon!

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Services By Appointment Only… Non-Negotiable
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“We set up our
services by
appointment only.
Are you available
today or
tomorrow?”

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Stop The Insanity!
Slow Down; Consult Your
Customers and Members
for Sales Success and
Maximum Profitability.
Movie Network
http://www.youtube.com/watch?v=90ELleCQv
ew&feature=related

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The Critical Path to Your Success
1.)Compliment and Direct
2.) Usage Consultation
3.) Skin Care Consultation
4.) Referral/Ambassador Program Consultation

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What People Crave
Harvard school of law:
People crave 2 things
more than anything else
in this world…Repect and
Acceptance
“Enough about you.
Let’s hear about me.”
-Cynthia Heimel

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Make Your Members Feel Important…Not
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“Most of the trouble in
the world is caused by
people wanting to be
important.”
- T.S. Elliot
You

We must guide and consult our members 1
for
maximum operational success
“We are what we repeatedly do.
Excellence, then is not an act,
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but a habit.”
Aristotle

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1.) Compliment and Direct
Every guest, customer, and member should
be complimented as they arrive at your spa.
People buy from people they like and there
is no better way to get someone’s full
attention other than to greet them with a
compliment.
You want to go where everybody knows your name:
http://www.youtube.com/watch?v=Lf5ojdakpq8&feature=relate
d

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“My job is to take care of you. Please sit
down, relax and unwind! You deserve it.”
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Ready, Set, Relax, Breathe, Indulge Yourself
It doesn’t get
any better
than this!

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The Opportunity
Sell the Contempo Experience
This is The Great America Industry
• We do our jobs
• We produce very little waste
• We make people happier, healthier, more
relaxed, and less stressed
• We make money
SO…
Don’t just sell Memberships…
Sell the Experience, Inspire Lifestyles!
Make the Contempo Spa the Third
Space in People’s Lives
• They have work
• They have home
• We want to be their third place that
they not only want, but also NEED

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2.) Usage Consultation
Consult the client on what service
they are using; find out how they are
enjoying their services, and make
recommendations on other service
options.

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Usage Consultation
Planet Beach Contempo Spa is your
retreat from the every day. A place to
relax and revitalize the mind, body and
spirit. Spend and hour or two. Our
extensive range of spa and beauty
treatments will give you the balance
you desire and the tranquility you
deserve.

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Regarding our
Lumiere Facial, we
suggest starting off
with two to three
sessions per month

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3.) Skin Care Consultation
Consult the client on the products they
are using with their services, and ask
about their satisfaction in the results
thus far. Suggestively sell additional
products to provide better results.

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Let me ask you
this…Regarding Skin
Care, how important is
looking your very best
to you?

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Skin Care Consultation
Planet Beach Contempo Spa is the
world’s leading life enhancement
centers. Enrich yourself today! We
believe that your skin deserves only the
best. That’s why we offer holistic
solutions for those who choose a natural
approach to health, wellness and beauty.

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4.) Referral / Ambassador Consultation
Consult the member on the status of
their referrals, and WIIFM with the
current ambassador offers and
incentives.

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Referrals=Rewards and Retention
Referral’s have great rewards for our
members. Word of mouth advertising is
the best advertising. It creates loyal,
long-term, satisfied members.

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BECOME AN AMBASSADOR AND
WIN!!
When your friend becomes a
member you will receive
1 Month FREE
When 5 of your friends become
members you will receive
1 Year FREE
Sponsor 10 people and receive a
Lifetime Membership
FREE

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Spa’s do not come with customers. We have to create them.
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Prospecting
Promotions
Referrals

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143
Prospecting: Promotions and Referrals
Your prospecting-promotions and referral goals must be
linked to your spa goals with the focus on your reoccurring
revenue, your EFT goals for maximum monthly and yearly
Spa revenues, as well as profitability.
80% of your sales success must come from your
staff…ALWAYS! Franchisees and Spa Directors must train,
educate and hold your staff accountable for your spa’s
success along with their own success!

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Remember…
THOSE WHO LIVE BY THE DOOR
DIE BY THE DOOR!!

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145
Let’s break down the Million $
Spa Goal by the numbers…

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GOAL REVENUE
SUMMARY
1. Monthly Net EFT $54,000/ mo.
2. Monthly Membership Cash $20,250/ mo.
3. Monthly Retail $9,084/ mo.
Total $83,334/ mo.
x 12 months =
The $1,000,000 Spa

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How to Establish Your Monthly EFT Goals
•In order to reach the $1,000,000 Spa Goal, you must
have $54,000 EFT members established in 14
months (with 2 months of pre-sale) with projected
average monthly dues of $69 per member.
•$54,000/ $69 avg = 780 Total Members needed @
0% attrition rate of 13%; you must establish 900 EFT
Members.
•900 EFT Members over a 14 month period = 65 EFT
Members per month or 2 EFT members per day,
which includes the attrition rate of 13%.

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Let’s do the Math…
$54,000 EFT Goal for Million Dollar Spa
-$20,000 existing Spa EFT now
$34,000 needed to hit $1,000,000 goal
Assuming a $69 average EFT per member
$69/$34,000= 492 new EFT members needed.
At a factored attrition rate of 13%, then goal of 566 new
members needed over a 12 month period, or 47 new
EFT members per month at $69 per month average.

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Managing to your top and bottom line
Budgeting for growth in our new Contempo Spa model:
To obtain a $1,000,000 spa (or $83,333.00) per month revenue you must
focus on overall (end game $1,000, 000) growth (one year process)
versus immediate profitability.
Projected typical gross sales monthly, EFT goals, percent of profit,
monthly and yearly targets.
* Any time you are over 25% for profitability, you rock!
The sky is the limit. Go for it!!
Note: All projections and assumptions are based on normal pre-sale &
grand re-openings expenses and normal overhead costs. Your profit
margins may vary depending on your overhead expenses…

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4 Quadrants of Promotions
150
I. Community Outreach:
Guest Passes
Prospecting:
Lead Gathering
II. Staff Promotions
Cooperative Promotions
Business to Business
III. Internal Referrals:
Ambassador Program
Member Appreciation
Party
IV. Universal Promotions
Marketing

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When you enroll a new member
what do you lose?
What is your Contempo Spa’s most
important core asset?
Answer: Current members/customers/guests and
past members/customers/guests.

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Prospecting for Referrals
•Prospecting and promotions is the single most important
quality in the selling process.
•Franchisees are good prospectors first, and good sales people
second.
Prospecting: The First Step to Sales
•Since selling is an active process, so must prospecting be.

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•Knowledge of business, sales skills, and training are linked to your
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income by your strength in prospecting.
•Prospecting and sales are completely interrelated and independent.
•It is all mathematics—the more people you talk TO, the more new
members you will enroll.
•Unquestionably, the “Referral System” is one of the most successful
prospecting methods ever developed.

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•Not asking for a referral is a serious mistake because most
members want to contribute and help.
•42% of sales people do not asked for referrals.
•Those who do ask for prospects, in 65% of the cases, fail to
secure any new names.
This is a tragedy!

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How to Break Down Your EFT
Monthly Goals Using the “4”
Marketing Quadrants

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156
Quadrant #1
I. Community Outreach Promotions
Guest
Passes
Lead
Gathering

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What are the non-negotiables?
Superior Customer
Service
•Each employee must show utmost
respect to each guest/member.
•Follow up and Follow through with
everyone!

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Hello Dolly
Movie Clip
http://uk.youtube.com/watch?v=taNDkbHPne8

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Returned Guest Passes
You must have 5 of your guest
passes returned each month to
maintain your position.

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Quadrant I:
•Community Outreach: Guest Passes
•Prospecting: Lead Gathering
Let’s do the Math….
Community Outreach: Guest Passes (Non-Negotiable) Staff
6 consultants x 5 passes= 30 New Guests
30 Guests @ 33% closing= 10 NEW MEMBERS!!
Prospecting: Personal Leads Prospecting (Non-Negotiable) Staff
6 consultants x 30 names= 180 Leads
180 x 33% show rate= 60 New Guests
60 Guests @ 33% closing= 20 NEW MEMBERS!!

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The Pre-Employment
Package
Must be COMPLETELY
memorized.
Is your prospective employee a true Eagle?
Give them 2 hours to go into the community
and collect names and numbers of those
interested in visiting your Contempo Spa.
How many will they collect?

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Personal Leads
You are responsible for collecting 30
names, phone numbers, and email
addresses each month of people who are
interested in our experiencing our
Contempo Spa

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Quadrant #I Success
Lets do the Math
Guest Passes
6 consultants x 5passes=30 new guests
30 guest @ 33%closing= 10 new members!
Personal Leads
6 consultants x 30names=180
180 x 33%show rate=60 new guests
60 guest @ 33%closing= 20 new members!
--You got it--
30 new
members
without a
marketing $$
spent!

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164
Quadrant #2 Success
II. Local Business Promotions
Cooperative
Promotions
VIP Business
Partners
Lead Box Placement Business of
the Month
Staff Monthly
Promotions

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Promotions
Each employee is responsible for
organizing and participating in at
least one promotional event each
month

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Promotion Examples
•Sporting events
•Fundraisers
•Bar promotions
•Conventions
•Wellness Shows
•Bridal Fairs

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How do I get other businesses involved?
Establish relationship with
local business, like
yourself, that market to
the same demographic.
Maximize your marketing
dollars by setting up
special incentives for
Contempo Spa Members.

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Lead Boxes
Each employee is responsible for
maintaining their lead boxes and
collecting leads on a weekly/bi-weekly
basis

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Lead Box Tips
Tip #1:
The number 1 place to put a lead box for the most leads
The restrooms in restaurants (especially for women) provided that they have a sink or vanity
area.
*Sometimes a merchant will not allow a lead box on their counter space. So ask them about a
space in the restroom (vanity area). It is a better location for leads.
Tip #2:
If a merchant is hesitant about putting a lead box in their establishment long term, ask for a trial
run of two weeks. In most cases, 2 weeks becomes months or longer once you have it in place.
Tip #3:
Follow up with Thank You letters or card to the store owner and manager.
Tip #4:
BE NICE—BE NICE—BE NICE—BE NICE—BE NICE!!!

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Lead Box Call Back Script
*See worksheet
Call each lead back and offer
them a WEEK of Spa.

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VIP Business Partners
•Florist—10% off arrangements
•Restaurant—buy one meal, get
one FREE
•Health Club—1 week free trial
•Boutique--$10 off $50 or more

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Corporate Outreach Promotions
Set up corporate
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accounts
*See National Corporate Wellness Program and Activity
Master List worksheet

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Corporate Outreach Promotions
You must have a
business of the
month
every month!
*See Business of the month program
worksheet

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Corporate Accts
Corporate Accounts are Key!!
•The New Expanding Corporate
Market Membership Potential
•Opportunity for Franchisees
*See Worksheet

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Community Business Promotions
•Establish trade-outs with
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local businesses.
•Participate in conventions
and trade shows.
•Get involved in community
fundraisers and sporting
events

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Quadrant #II Success
Lets do the Math
Minimum of 20 VIP Business Partners along with
Lead box program= 60 new guests
60 guests @ 33%closing= 20 new members!
Employee Monthly Promotion
6 consultants x 1 combined event per month.
The goal is to have spa consultants generate 5 guests each, equalling
30 new guests.
30 guests @ 33% closing= 10 new members!
--You got it--
40 new
members
without a
marketing $$
Corporate Outreach and
Business of the Month Program
You must have on selected business of the month and Corporate Outreach Program.
The goal is to generate 30 new guests.
30 guests @ 33% closing= 10 new members!
spent!

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Quadrant #3
III. Internal Referral Promotions
Ambassador
Program
Month-End
Member
Appreciation
Party (MAP)

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Referrals Referrals Referrals
THE EASY
BUTTON
Creating and Retaining
Members

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THE SECRET
1. Sign them UP!
On the right membership—24mth Contempo Spa
2. Never Let them QUIT!
By providing excellent customer service.
3.Have them Bring a Friend!
Referrals are 50% of your marketing success.

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180
10 Step Referral Process

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1. Congratulate the new member on a great decision on joining
2. Ask Question: What do you think is the biggest reason a member
stops coming to the Contempo Spa?
ANSWER: They have no friends or family that are members
and they are going alone
3. Make Statement: My main objective is to see that you accomplish
your goals. (Go over skin care and usage consultation.) The best
insurance policy is to have someone else who is a member also come
to use UV therapy and Contempo Spa services with you and it is even
better if they have been sponsored by you.
181

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4. Explain guest privileges and tell them we like to have our members
nominate prospective new members.
5. Tell them we would like for them to give us 5 names of friends and
family they would like to see using the spa. Give them 5 VIP Guest
Passes.
6. Schedule their New Member Skin Care Consultation (green
appointment)
7. Referral Rewards: Make Statement. . . “When you and your friend
come in (repeat appointment time and date) and if they decide to become
a Planet Beach Member, you will receive 5 chances win the $1000
drawing and additional prizes and receive a Free Month. When 5 friends
182
join, you get a FREE Year!

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183
Ambassador Letter
Handout

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184
Be A
Planet Beach
AMBASSADOR
Sponsor a member and receive a
FREE month of dues.
You will also be entered into a drawing to win lots of
amazing prizes.
Prizes include:
A trip for 8 days and 7 nights in a four star hotel of your choice
$ 1,000.00 CASH
An overnight stay at the Cambria Suites
A 1 Year membership to Idaho Athletic Club
And much much more!
Ask a spa consultant for more details

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185
8. Congratulate the new member again. Repeat their goals again
and tell them how good they are going to look and feel.
9. Introduce the new member to as many Planet Beach employees
that you can.
10.Follow-up with a telephone call back procedure. (2 days, 10
days, 30 days) REMEMBER – it takes 21 days to build a habit. Help
your members stick to the program and they will bring you friends for
life.

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186
MAP (Non-Negotiable)
Monthly Member Appreciation Party for close-outs.
The goal is to generate month-end excitement (invite back all
missed guests and potential Members, all current Members for
possible upgrades and family add on’s, as well as Community and
Business of the Month promotions, etc.)
Goal is to have a minimum of 5 guests per employee x 6
employees= 30 guests (Non-Negotiable) Staff
30 guests x 33% closing= 10 NEW MEMBERS!!

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187
PB Belle Chasse
July 4th MAP
PB Marrero July 4th MAP
PB Uptown MAP
PB Uptown MAP
PB Uptown MAP
PB Terrytown Fresh Flowers
PB Sarasota MAP Opening
PB Marrero MAP
John Cena at Shreveport MAP

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Quadrant III Success
Lets do the Math
Internal Member Referral Program
“Ambassador Program”
The goal is to create 2 referral guests per day.
2 guests x 30 days= 60 guests per month x 50% closing=
30 new members!
MAP
5 guests per employee x 6 employees= 30 guests
30 guests x 33% closing= 10 new members!
--You got it--
40 new
members
without a
marketing $$
spent!

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189
Quadrant IV
IV. Universal Promotions-You Buy It!
Direct
Mail
Inserts
Billboard Radio
Ads
P.R.

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190
Have a plan!
MARKETING AND ADVERTISING INIATIVES - All Brainstorming Options & Ideas
Publication: Name
and Contact
Information
Distribution
Information:
Include
number of
households
and city info
Frequenc
y Ad size Ad dimensions
Price
Information
Term:
Include any
minimim
requiremen
ts
Monthly
Rates
Publicati
on Dates
Deadline
for Ad
Submissi
on
Additional
Comments
1
Hometown
Magazine
Judy Anderson
303-690-0717
cometanderson@ao
l.com
50000 homes in
zip codes
80134,80138,80
015,8016,80013
, 80016
covers both
locations
Mar, May,
July, Sept
Nov
1/6
1/4
1/3
1/2
3.8125H x
4.875W
7.875Wx3.25 H
495
545
645
945
5 issues 272.5 11/15/07
10/31/06
2
3
4
5

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191
You must be in the Marketing Parade!
Use Radio, Direct Mail, Billboards, Ads,
Newspaper Inserts etc..
*Make you piece effective by including an
expiration date, your location address,
phone number and map!

1
193
Quadrant IV Success
Lets do the Math
Universal Marketing & P.R
Through universal marketing and P.R. campaign,
The goal is to generate a minimum of 2 guests
Per day or 60 guests per month.
60 guests per month @ 33% closing= 20 new members!
--You got it-- 20
new
members

1
194
Your Expected New Member Totals Per Month
EFT Membership Goals per Month
Quadrant I = 30 New Members
Quadrant II = 40 New Members
Quadrant III = 40 New Members
Quadrant IV = 20 New Members
100% of Goal = 130 New Members per Month!

1
Hey! Give me a break, we’re just getting started!
195
OK, I’ll buy that…
However, let’s assume that you only
hit 50% of you goals. With ½ of the
expected guests and ½ of the
expected closing %, etc., you will still
hit 65 New Members per month and
you are on your way to your $54,000
EFT goal!

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196
Referrals,
Referrals,
Referrals,
& MAP Parties
N
Let’s Recap!
Guest Passes
Lead Gathering
Increased
guest
traffic=
increased
membership
sales
Lead Boxes
Promotions of the month
Business of the Month
Corporate Outreach
and B2B
Universal
Advertising–
($$You Buy It!$$)

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197
You can do it!
$1,000,000
Contempo
Spa!!

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198
What’s More Important…You Gotta do
It!
“THE ONLY PEOPLE WHO ACHIEVE
MUCH ARE THOSE WHO WANT
KNOWLEDGE SO BADLY THAT
THEY SEEK IT WHILE THE
CONDITIONS ARE STILL
UNFAVORABLE. FAVORABLE
CONDITIONS NEVER COME.”
-CLIVE S. LEWIS

1
200
Wishing You All A Greater Tomorrow
“There is no medicine like hope, no
incentive so great, and no tonic so
powerful as expectation of something
better tomorrow!”
Orison Swett
Marden

1
201
Our New Business Model

Do something You Love, 1
Never
202
Work a Day in Your Life
“If you don’t fulfill
your own joy with
work-life plan, one
day you’ll wake up in
a special kind of hell,
where everyone is
happy but YOU.”

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203
The System
“The system works…
If you work the system.”
- Macrae Ross

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204
DAY 2:
Management Success- 9 to 5
25 Strategies
16 Things to Teach Your Staff
Leadership Skills Sets
Hiring the Best
Train the Trainer
Multiunit Management “MUM”
J.P’s Thoughts on Management
10 Truths for the Boss

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205
The Power of Attitude
http://www.powerofattitudemovie.com/

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206
Secret of the Spa Business
1) Sign someone up
2) Never let them quit
3) Have them bring in one
friend

1
207
Great Management= Great Results
The Test of a great manager is
results. Management is knowing
1st, then performance.
A great franchisee must be a
great manager of people.
In our new Contempo Spa
Model, an absentee franchisee
won’t cut it!!

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Great Management Takes Practice
1.Management is a Discipline
An organized body of knowledge
applied
2.Management is Tasks
Every achievement of management is
the achievement of a manager.
Every failure is a failure of a
manager
3.Management is People
Good people, Good Results
Bad people, Bad Results

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209
Every achievement then is
the achievement of the
manager through people
Every failure is a failure
of a manager through
people
“PEOPLE ARE YOUR
GREATEST ASSET”

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210
Nothing Succeeds Like Hard Work
“Your Success is your
own damn fault.”
-Larry Winget
http://www.youtube.com/watch?v=lNBiAn0L3NU

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211
Chapter 5
“It’s called work for a
REASON.”

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212
25 Strategies Needed to Operate A Successful
These Strategies will:
 Help create a fun, exciting atmosphere
for management and staff to work it
 Promote customer service—the
backbone of any successful Contempo
Spa
 Build trust and respect between
management and employees
 Allow management/staff to do work
that is challenging and meaningful
 Give you the opportunities to develop
and use your individual skills to the fullest
extent
These strategies are a road
map that your contempo spa
needs to follow to reach its
desired destination—a place
where management, staff, and
members will flourish

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213
Strategy #1: Quality & Expectations
A. What is your definition of quality for Planet Beach Contempo Spa?
B. What are your expectations for your Planet Beach Contempo Spa?

1
214
Strategy #2: Identify & Analyze
A. What are your operational expenses?
B. What are your salaries?
C. What are your debt sources?
D. What are your maintenance & repair expenses?
E. Do your membership sales meet your expectations?
F. Is your spa clean? REAL CLEAN!!
G. Is the equipment working?
H. Is your staff qualified?

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Strategy #3 Question Your Course
A. Why do we exist?
B. What do we want to be?
C. Review & modify business plan, if necessary.
Redefine strategic goal, if necessary
D. Generate new strategy to fulfill goals, if necessary
E. Implement new action plan, if necessary

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216
Strategy #4: Communication to Members
“Communication is the
key to the hearts of
your membership”—
Let them know you!
A. Goals for Good Communication
1. Friendly, positive member constituency
2. Source of new member referral
3. Reinstatement of inactivated or departed member
B. Communication Model
1. Newsletter- monthly?
2. Letters to members- Ambassador Program
3. Survey your members once a year
4. Posters and signs in spa
5. Suggestion/comment box

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Strategy #5 Communication to Staff
“Find the wisdom for success
by talking to the staff”
A. Staff must feel and know the “pulse of the
membership”
B. Staff creates network—use it
C. Allow staff to be emissaries of management
D. Allow staff to communicate
E. Staff needs to feel a part of the total team
F. Staff is your best conduit from and to your members
G. Hold weekly meetings

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Strategy #6 Communication to Management
A. Keep all management/franchisee informed
B. Put it in writing
C. Hold monthly accountability meetings with
staff and franchisees.

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Strategy #7: Service is JOB
ONE!
Emphasis must be placed
on excellent service
A. Extra effort must always be made in correcting
every reasonable problem in a reasonable amount
of time
B. Always enforce a “make up for mistakes” policy
C. Service excellence must be our main focus
NOTE: Members can understand certain
spa limitations, but they will never
understand poor service!!

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Strategy #8 Create a Great Staff
Your staff is your greatest capital
investment
A. Ongoing staff training
B. Ongoing staff re-evaluation
C. Delegate responsibility
D. Don’t skimp on pay for quality help- FIND EAGLES!
E. People and hospitality sell and retain memberships

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Strategy #9: The Brass
Ring
“Let Staff reach for brass ring.”
A. Give staff freedom and responsibility to be
creative in their area of specialty
B. Establish goals, then reward for excellence
C. Support and help in achievement of goals
D. Everyone must be in the race!

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Strategy #10: Leadership
“Staff, franchisees, and members
need to feel someone knows what
they are doing and why”
A. Develop a written game plan.
B. Provide confident and definite leadership
C. Exude confidence with passion
D. Be firm, yet compassionate
NOTE: You must be able to
lead, follow, or get out of the
way! The strongest leaders do
so by example.

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Strategy #11: Expenses vs.
“You cPan’rt oexgpernasem yosur
way to profitability”
A. People sell memberships
B. People retain members
C. Expense cutting is a reasonable strategy
(especially is expenditures are
unwarranted, frivolous and excessive)
D. Expense cutting will not yield profit
without new production goals
E. The only expenses you an control are
Payroll & Advertising
DON’T CUT YOUR THROAT!
NOTE: Any
program
expense is
appropriate as
long as it leads
to profitability
and is always
within budget

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Strategy #12: Clean
it! “Your spa must be clean—
enough said—CLEAN IT!!”
A. The cardinal rule…not doing so has
ruined many a good spa!
B. The spa MUST be pleasant,
comfortable, bright, and smell good at
all times!
C. Lack of cleanliness is a controllable
objection to new sales and retaining
your members

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Strategy #13: Preventive Maintenance “PM”
A. It is imperative that everything
works
B. Preventive maintenance will
decrease equipment down time
C. Create maintenance log book
and follow up

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Strategy #14: Maintenance
“Out of order is ‘out of order’”
A. Nothing is out of order—it’s under repair!
B. Everything breaks down sometime.
However, staying broken can break you.
C. Fix it fast! Do it now!
REMEMBER…IT’S
“UNDER REPAIR”

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Strategy #15: Do Business with
Integrity
A. Give the buyers confidence that they will
get and are getting what they paid for
B. Don’t ever promise what you know you
can’t deliver
C. Don’t wheel and deal on prices.
Price Integrity is a MUST!
D. Stay consistent to your promotions
E. Be consistent with consistency

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Strategy #16: Reports & Records
“Reports and records are
NOT a waste of time”
A. Periodic reports from all divisions of the spa
provide the information to enhance what is
working and alter what is not working.
B. Financial reports are most important
C. Budgets, P&L, cost of goods, marketing,
forecasting, etc.
D. Retail Profit centers are cost centers, too!
Watch Your Margins.
E. If you do it, track it!

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Strategy #17: Phones & Headsets…How
Many??
A. To be a successful spa business,
TWO computers are as necessary
as spa equipment
B. THREE phone lines plus fax
machine Remember, you’re in a
sales driven business
C. Headsets & walkie talkies create
more efficiency & effectiveness

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Strategy #18: Spending
“Spending money on
needs, not desires”
A. Costs to provide quality, service,
and retention must be allocated to
increase profitability (i.e. Rules of 5
for Retention)
B. On every expense, ask this
question— “Is this necessary?”
C. Any expense that increases
profitability is ALWAYS within the
budget, and thus a good expense

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Strategy #19: Public Relations
“Public re“laPtioRns”- a cheap
means to an end”
A. Communicate with the market place
without paying for it.
B. Volunteer for local paper columns on
health, stress reduction, and wellness.
Also radio and T.V.
C. Get involved with charity groups, etc.
D. Get involved with health fairs, etc.
E. Distribute news releases regularly
F. Remember 80% of all P.R. is Planted!

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Strategy #20: Marketing & Advertising
“The purpose of advertising & marketing
is to drive in more business that you can
lose by the mistakes you make”
A. Create a marketing plan and launch it.
B. Create a marketing budget and stick to it.
C. Do what works- test everything.
YOU MUST ADVERTISE FOR
INCREASED BUSINESS OR
ADVERTISE YOUR SPA FOR SALE

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Strategy #21: Membership
“MemberSs daolne’ts just
happen. You have to
create them one at a time”
A. Ongoing membership sales & retail
training is a must.
B. Provide an environment for your
membership sales & referral
systems to flourish
C. Reward positive membership sales
when goals are hit and surpassed
$$BONUSES!! $$

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Strategy #22: Get Organized
“The organization must be
organized!”
A. Create a “Schedule for the Day” program
for everyone—use the “5 Most Important
Things to Accomplish” rule.
Accomplishment List Not a To-Do List!
B. Inspect what you expect. Create a system
of accountability
C. Trust, but verify
D. Follow up and follow through

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Strategy #23: Time
“RomMe waansna’t gbueilmt ine an dtay”
A. With proper time management,
positive results should be realized
B. Set time lines with realistic
expectations – S.M.A.R.T.
C. Delegate with time accountability
D. The request and promise system

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Strategy #24: Continuing
Education
“It’s what you learn after you know
everything that counts” -John
Wooden
A. Create a continuing education program-knowledge
builds confidence in people
B. You must know what’s going on in our industry
C. The great aim of education is action, not
knowledge
D. Knowledge= Information= Power= Success $$$
E. Attend Planet Beach Contempo Spa annual
convention and continuing educational courses.

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“You are searching for the magic key that will
unlock the door to the source of power and yet
you have the key in your own hands, and you
may use it the moment you learn to control your
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Strategy #25: Attitude is
Everything
“Any act facing us is not as
important as our attitude toward it,
for that determines our success of
future”
-Norman Vincent Peale
thoughts”
-Napolean Hill
A. Positive attitude will breed positive results- the
reverse is also true
B. Your overall positive spa attitude will be the
No. 1 reason for your overall spa’s success- the
reverse is also true

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The First 16 Things You Teach Your Staff
1) The customer is always first in everything we
do. Everything starts and ends with the
member
2) Never say, “It’s not my job.” Try everything you
can to help the member
3) Make members feel good about you, not just
going to the spa. Learn the member’s names
and a little about them
4) Do things for the member that you don’t get
paid for. Give the member the extra touch that
makes them feel special about belonging to
your spa
5) Know our competitor’s spas better than he
does. We can’t outsell the competition if we
don’t know anything about them

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6) Be early for everything. Being late makes a
statement about you as a person and the worth
of the person you are supposed to meet
7) Never bad mouth a member, a fellow staff
member or the competition
8) Dress and groom yourself as if you’re the actual
product we are selling
9) When it’s time to go home, talk to one more
member and do one more thing nobody else
would think to do
10) If you stay in the shower a long time in the
morning because you don’t look forward to
coming to the spa, find another job or help
make this place an enjoyable place to work

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11) Stay out of the office and away from the counter as
much as possible. We don’t make money sitting in
an office but from providing the best customer
service in the area
12) Always tell the owners/managers the good news
and the bad news you head
13) Never, ever back off of your goals
14) Listen, listen, listen to what the member is really
telling you. Complaining members aren’t the
problem; it’s what they’re complaining about that
we need to understand
15) Strive for constant improvement in everything you
do at this spa
16) Everything we do starts and ends with the member

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6 Traits of A Successful Spa Director
1) STAYS FOCUSED
-Stays focused on the project at hand no matter what is
going on around you
2) PAYS ATTENTION TO EVERY DETAIL
- Be precise!

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Details, Details, Details
Robert De Niro is a Las Vegas
Owner/Operator working for the mob
“I want an EQUAL
number of blueberries!”

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6 Traits of A Successful Spa Director
3) FOLLOWS UP
- Has great follow up & follow through
4) CONFLICT RESOLUTION
- very important part of the entrepreneur’s job description
5) WILLING TO GROW & LEARN
- Spa Directors must be flexible to changes
6) EDUCATION & TRAINING
- Spa Directors must be a great educator/teacher

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Willing to Grow and
Learn
EDUCATION IS KEY!
One survey states that for every dollar spent on
employee training, the employer can expect a $30
return. People on your team who resist training are
narrow-minded about their future and what they
currently know. The business will eventually grow
past their abilities. Everyone can only know so
much. You can only apply what you know. If what
you know is not enough to make your business
grow, then you need new people who are willing to
learn.

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Education Raises the
Bar
“To be what we are and
through education to become
what we are capable of
becoming, is the only end of
life.”
-Robert Louis Stevenson

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Spa Manager = Teacher
“The teacher, if indeed wise,
does not bid you to enter the
house of their wisdom, but
leads you to the threshold of
your own mind.”
-Kahil Gibran

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Training- Training-
Training Ongoing sales and motivational training to spa
managers and consultants.
Ongoing training on service excellence, phone
excellence, and great customer retention
Ongoing motivational and communication
training for the entire team
Ongoing training on spa operations,
management

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Teaching, Training, Educating.
“You cannot teach a person
anything. You can help them
discover it within themselves.”
-Albert Schweitzer

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Teaching, Training, Educating.
What’s the true difference
between
Teaching?
Training?
And Educating??

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You can’t train a duck
to hunt like an eagle!
You can’t teach someone to smile.
You can’t teach someone to want to serve.
You can’t teach personality.
Most importantly, you can’t teach
someone to hunt like an eagle.

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What we can do however is hire
people who have those qualities
and teach them about our services
and our culture.
Ask yourself this question. . .

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Am I hiring a duck thinking it
will
become an eagle?
I can honestly say that asking this simple
question, you will save yourself from making
the most costly hiring mistakes.
http://youtube.com/watch?v=xAsXtDKdU0Q

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Training the Trainer
1. Do things in a way that makes others feel that they
did them.
2. If you don’t trust, you’ll never be trusted.
3. Mules can often be lead where they can’t be driven.
Lean and teach like you would like to be led and
taught.
4. Succeed quietly and know that this success is really
because of their efforts. Loose the ME in search of
the WE.

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Training the Trainer cont. . .
5. The words and teachings we say really mean very
little – it’s our energy and passion that transforms.
6. When your training your people, you must be 100%
WITH your people.
7. Who is Malcom Knowles? Father of Adult Training.
8. He wrote the famous book on How Adults Learn.

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How Adults Learn
 Adults have a wealthy of experience and a great deal
to contribute. Successful trainers build on this hard
earned experience
 Adults will devote energy to learning those things that
they believe will help them perform better. Adults
NEED W.I.I.F.M.
 Adults are more responsive to motivations such as
increased self esteem rather than higher salaries.

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You cannot teach a person
anything. You can only help
them discover it within
themselves.
-Galileo

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How do you begin?
 Opening and introduction overview. WIIFM
 Learning objectives: List all learning content. Break
objectives down into smaller more achievable segments.
 Arrange the learning objectives into logical learning
sequence.
 Teach by doing. We retain information/knowledge when
you engage participation.
 You need feedback. It’s not important what you say – it’s
very important that they understand what you are saying.
TELL – SHOW - DO

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How do you begin? (cont. . .)
 Summarize training and gain commitment to action.
1. Memo to themselves regarding two performance
improvements they will make.
2. Collect memos and share with team.
3. Use memos for future training – “DID I DO IT?”
 Send them off with an encouraging word and
challenges.

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“OPPORTUNITYISNOWHERE”

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Prepare to Succeed
A. Prepare your training environment.
B. Prepare your people.
C. Prepare yourself.
D. Practice – Practice - Practice

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Are you a Trainer or Facilitator?
 A trainer - conducts a training session, course or
program.
 A facilitator – allows people to assume responsibility
the their own learning.
You Must Be BOTH!
EXPERIENCE is the best Teacher!

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The Training Myth –
O.J.T.

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Training Strategies and Tips
 Practical Application (Real World)
 Use Actual Examples (Role playing & Simulations)
 Build in practice opportunities (Design training for
practice and feedback.
 Poll expectations (Build in W.I.I.F.M)
 Transfer training to O.J.T.
 They must take ownership of info. (They must tell
you how they will implement what they have learned)

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Training Strategies and Tips (cont. . . )
 They must create self reminders (memo to themselves)
 Action plan from each person. They must hold
themselves accountable and to the TEAM.
 What are they going to do on the job as a result of this
training!

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Learning vs Performance
Learning experiences develop skills and knowledge so
people can perform.
Performance occurs when people apply this skill and
knowledge, accomplishing results.
The great aim of education is not knowledge – but action!

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The E Myth. Most entrepreneurs are
merely technicians with an
entrepreneurial seizure. Most
entrepreneurs fail because you are
working IN our business rather than
ON your busniess.
- Michael Gerber

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WHAT IS THE BENEFIT OF TRAINING?
Training can provide many benefits. You, your
customers, your employees, and your spa
have much to gain-and nothing to lose-with a
high-quality training program.
Which of the following
will benefit your spa?

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 Saving Money-If employees know how to do work the right
way, costs will be lower; profits will be higher
 Saving Employees-Employees who know how to do work
according to their leaders expectations will be less anxious and
turnover will be reduced
 Saving Customers and Making New Ones-Customer are
happy when they receive the products/services they expect.
 Saving Time-A trained staff will promote efficiency. Both the
manager’s time and that of employees will be saved.
 Reducing Staffing Concerns-Trained employees are better
prepared and more eligible for promotion opportunities.
 Saving Relationships-Managers who show their concern for
employees with quality training, helps motivate them and morale
levels are likely to increase
*Give yourself an A+ if you checked all 6 boxes!

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W.I.I.F.M.
Trainer’s job is to demonstrate how training will benefit them.
Trainers must properly explain when training and in return,
employees will want to be trained. Employees will
participate in training activities and will receive maximum
benefits from their training experience.
There is an old saying, “If a trainee hasn’t learned, it’s
because the trainer hasn’t trained.” Trainees who
understand the benefits they will receive from training will
want to learn.

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Here are some examples of what your employees could
achieve with proper training:
1. Personal knowledge that the job was well
done
2. Wage/salary increase
3. No anxiety about performance
evaluations
4. Fewer customer complaints
5. Job enjoyment
6. Promotion
7. Freedom from on-the-job accidents
8. Good first on-the-job experiences

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Here are some examples of what your employees could achieve
with proper training:
9. Less stress
10. Improved teamwork
11. Respect/esteem from customers, peers, and boss
12. Freedom from on-the-job boredom
13. Less tiresome work
14. Feeling of being a “professional”
15. Knowledge of job security
16. Participation in career development programs

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TRAINING
Definition of TRAIN - To cause to grow as desired.
The first step in becoming a successful trainer is to know your
preferred style of training. Identify your training goals and
clarify what you need to learn. Always be prepared to make
sure that you’re focusing on the desired solution or objective.
By stating clear goals and objectives this with prevent you and
your team from heading in the wrong directions.
When training, always tell your employees what your training, and
why Planet Beach operates this way, how it’s going to benefit
them, and how it’s going to benefit the company as a whole.

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Walk the Talk
“We must be the change we wish to see in the world”
-Gandhi
A true trainer will always lead by example. As a trainer you set the
tone of the salon. The single most important way to ensure that
your employees become the best, is to “WALK THE TALK.” Set
values, talk values, practice values, and demonstrate values. Your
employees make judgments based on what they see you do rather
than what they hear you say. Make sure your actions demonstrate
what you say.

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Albert Schweitzer
The best 3 ways to teach is by
1. By Example
2. By Example
3. By Example
“Example is Leadership.”
“Example is not the main thing in
influencing others, it's the only thing.”

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Walk the Talk
Employees will believe you when you model the behaviors
that you want them to practice. If you want your employees
to give your guest a great tour and ask all the power of
questions, then show them how to give a great tour by
asking all the right questions. If you want them to be more
organized, then you must be more organized. If you want
your employees to show up at work on time, and you start a
meeting late or show up for work late, that’s saying it’s ok
not to be on time. Your responsibility is to begin your
own discipline.

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Preparation
“Failure to prepare is preparing to fail”
Coach John Wooden
There are a wide range of policies, procedures,
activities, and other concerns that should be
addressed during the training process.
Employees should not be trained to do a job
until the correct way to do the work has been
defined. This step is often omitted (What is there
to plan? We do the work every day and should
be able to show someone how to do it. Time
saved in planning can be spent in training!)
Failure to plan for training activities is a sure
way to have your training efforts fail!!

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Preparation
Plan for training, a Trainer must!
Here are several steps you can follow:
 Print 2 training itineraries, one for your records and one for
your employees to write notes on.
 Choose what topic on the training itinerary you will be
training your employees on.
 Develop an agenda for 3 days of training and 1 day for a
recap of training. (Remember to include breaks)
 Research the topic you will be training on.
 Write notes next to the topic your going to train on.

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Communication for Results
“Nothing in life in more important than the ability to
communicate effectively”
Gerald Ford
As a trainer you need to know whether you have
communicated effectively by what is understood
by your employees. Good communication is the
most crucial element to sustaining creativity and
motivation in the work place. When you do not
communicate effectively, there will be limited
understanding.
TELL – SHOW – DO!

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Communication for Results
Communication is based on more than just spoken
words and dictionary definitions. Nonverbal
communication is the part of the message that the
person communicates in addition to the words that
he or she speaks. Research, in fact, indicates that
7% of communication consists of the words we use
(verbal), while 93% of communication is based on
how we say those words, and how we look when
we say those words.
Passion – Persuades!

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Verbal Messages
The words we choose are only a minor part
of the complete communication process.
They can still either enhance or stop
effective communication from occurring.
Great communication takes
everything you’ve got!

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Non-verbal Messages
They consist of vocal elements (tone, non-word
sounds such as sighs, rate of
speaking, emphasis, etc.) and visual
elements (body language, facial
expressions, and gestures.) Remember that
this is 93% of the entire communication
message!

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Below are some key tips that can increase the
odds that you are heard:
 Avoid blaming
 Beware of negative nonverbal messages
 Use concise, clear messages
 Seek feedback
 Ask questions and listen
 Present training material with enthusiasm
 Tell trainers they will have to feed it back.
 Always remember Tell – Show – Do!

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Signs when your communication is off-track
 Your employees are bored and uninterested. They continue to do
what they have always done without change in their behavior.
 Your employees are confused and cannot train you on what you just
said. They have no idea about what you said and what you want.
 Your employees are overwhelmed. They are overwhelmed by too
much information coupled with a lack of clarity and direction.
K.I.S.S. – Eat an elephant one bit at a time
To be an outstanding trainer who produces high performance, you
must communicate with accountability!

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Signs when your communication is accountable
 Employees are inspired and go into action to make
things happen.
 Employees re-create your message for others. They
use their own words to restate what you want and the
timeframe you want it.
 Your employees know what’s important and have a
clear understanding about their priorities.

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Effective Training Summary
 A good trainer/educator must believe that:
a. People learn best when they are active rather than
passive.
b. People learn best when challenged rather than talked
at.
c. People learn best when involved rather than
observing.

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TELL – SHOW – DO
Learning is NOT a
Spectator Sport!
a. We tell them & then show them
b. Participants will then do the training back to us =
The “DO!”

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Team Training:
Training with a partner is one of the most effective and
enriching opportunities that will produce the best damn
training that the participant has ever had!
NOTE: “Two Heads are Better than One!”
Shows that you know your stuff and this is the
Gospel of the way it should be!

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Learning Insurance
K.I.S.S.
Learning Insurance mostly comes down from how you create a structure
291
for the best learning experience:
The React (mnemonic) “Training the memory and assisting the memory:
Relax – and establish an informal atmosphere.
Encourage - to take control of their own learning
Accept - participants where they are.
Communicate – openly and honestly.
Tap – participants for their ideas.

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Repeat. . . Repeat. . . Repeat!!!
W.I.I.F.M
W.I.I.F.M
W.I.I.F.M

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Top 10 Tips for Outstanding Trainers
1. Be flexible. The unexpected can be your greatest
moment.
2. Be well prepared. Back-up props, back-up
activities, back-up agenda, back-up everything!
3. Leave your ego outside the room. Follow the flow
of the group even when it goes off your course.
4. Tell personal stories that are true and make a
point.
5. Ask outstanding questions (so that true learning
and reflection abound.)

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6. Anticipate resistance, deviations, and mistakes. How you
handle these impacts the whole day and are usually where
the learning takes place.
7. Pause often. Whether after a sentence, after an activity, or
after a debriefing, allowing your participants to think and
reflect. This is the time when they come up with their own
solutions and lessons.
8. Take risks and new things. We teach what we need to learn.
9. Involve the whole group. Design the learning so that the
learners focus on themselves and each other. You create
the learning experience and then step back.

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10. Keep the day fun, fun, fun. And always close with
high impact.

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Top 10 Worst Mistakes Trainers Make
1. Forgetting to check the facility ahead of time for
lighting, sound, audio-visual, room temperature,
props, and overall participant comfort.
2. Starting late OR WORSE. . . running overtime.
3. Talking too much.
4. Forgetting break times.
5. Not laughing at yourself when the unexpected
happens. And they will happen.

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Top 10 Worst Mistakes Trainers Make
6. Giving unclear directions.
7. Not smiling.
8. Not involving participants.
9. Not reading the audience, and therefore not
knowing when to change strategies or pace.
10. The all-time worst mistake – not being real!
Passion is everything! People remember the
feeling they had with the trainer long after the
content.

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“OPPORTUNITYISNOWHERE”

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Spa Director Skill Sets
 Big Picture Perspective
 Company Philosophy
 Company Standards
 Team Hiring
 Team Coaching
 Time Management
 Decision Making
 Marketing and Sales
 Member Satisfaction
 Owner/Franchisee Relations
 Promotion Drive
 Communications Flair
 Planning Capability
 Organizational Know-
How
 Staffing Expertise-
Hiring & Training
 Controlling – Must be a
great control
 Ability to Lead &
Motivate
 Belief in Yourself
 Vision
 Positive Attitude
 Dedication
 Willingness to Take
Initiative/Risks
 Ability to communicate
 Inspirational
 Consistency
 Goal Oriented
 Persistence

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Spa Directors: Focus
1) Spa Directors & Assistant Spa Directors’ #1 job is PRODUCTION
2) Production can only be brought about with a total TEAM EFFORT
3) Operational system will bring about Team Effort
4) You need total operational environment with your staff
5) Facts & Figures give a clear picture on what is going
on…Accountability & Inspect what you Expect
FACTS & FIGURES DON’T LIE…
6) Work backwards, trace everything back to the source.

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How to Be a Great Spa
Director
1. Be a good and willing communicator
 Great bosses share information, ask employees opinions,
and encourage employees to take initiative
2. Specify job-performance expectations
 A good boss doesn’t hesitate to tell an employee about a
problem as soon as it becomes apparent
 Schedule brief meetings with each individual under
supervision once a month
3. Make contact daily with as many team members as possible
 Visual recognition counts
 Give employees information about the company
performance, plans, and objectives that affects them.

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How to Be a Great Spa
Director 4. Loosen the reins
 Ask the right questions & make sure they understand.
If mistakes are made, they make sure everyone learns
from them.
5. Have a sense of humor & admit mistakes
 Have a consistently upbeat style with an obvious sense
of humor & an ability to joke about oneself
6. Provide direction & strive to be consistent
 Formulate a plan of operation and stick to it
7. Look for ways to improve & to learn from others
 Try to avoid the mistakes your bosses have made and
be open to change

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General Principles for Working With Your
Team When you’re making a change
of direction with your staff,
you need to keep them
focused. Let them know that:
1) Change is going to happen. What we did before is no longer
acceptable
2) Expectations are set. You now have a basic level of performance
to live up to starting right now
3) Nonsense is OUT. Back stabbing, member bitching, late for
work, absenteeism days are now over
4) The work ethic and the customer are IN. On-time for work is 15
minutes before the shift starts
5) People are going to enjoy working in this spa
6) We will be tough but fair

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Find Ways to Praise
Special Note:
Always recognize the heroes
first in every meeting. Praise
doesn’t cost you anything and
giving the performers attention
puts extra pressure on the non-performers.

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Motivating the Low Guys
oEvery staff has a couple of people at
the bottom that are usually a little more
difficult to keep motivated
o We should always recognize the
winners but there must be consequences
for failure
oMost of the common mistakes owners
make when trying to get the staff moving
comes down to basic mistakes in over-all
management

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3 Secrets of the One Minute Manager
Secret #1: One Minute Goals
Secret #2: One Minute Praising
Secret #3: One Minute Reprimanding

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Secret #1: One Minute Goals
- Agree on your goals
• Make sure employees understand their responsibilities and what they
are accountable for
- See what good behaviors look like
- Write out each goal on a single sheet of paper
- Read and re-read each goal, which should take only a minute
- Take a minute every once in a while out of your day to look at your
performance
- See whether or not your behaviors match your goal

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Secret #2: One Minute Praising
-Tell people UP FRONT that you’re going to let them know how they are doing
- Praise people immediately
• “Help people reach their full potential; Catch them doing something RIGHT.”
-Tell people what they did right- Be Specific
- Tell people how good you feel about what they did right & how it helps the
company
- Stop for a moment of silence to let them “feel” how good you feel
- Encourage them to do more of the same
-Shake hands or touch people in a way that makes it clear you support their success

1
-Tell people before hand that you’re going to let them know how their doing
1st half of Reprimand:
- Reprimand people immediately
- Tell people what they did wrong- Be Specific
- Tell people how you feel about what they did wrong
- Stop for a few seconds of uncomfortable silence to let them know how you feel
2nd half of Reprimand:
-Touch them in a way that lets them know you are honestly on their side
- Remind them how much you value them
-Reaffirm that you think well of them but not their performance in this situation
-When reprimand is over, its OVER.
309
Secret #3: One Minute Reprimands

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DELEGATE, DELEGATE, DELEGATE!!!
You must make sure the
right things get done the
right way at the right
time by the right people.

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Team Motivation
To find out what type of leader
you are, ask your employees:
“Is it fun to come to work here
each day?”
Being fun is not the only
point, but it does greatly
affect the motivational
factor!
Spas should be fun places to
work!
Spas are only as
exciting as you,
the owner or
manager make
them!
Once you establish
goals and give
people direction,
their motivation
should increase

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Passion
Passion is
contagious,
pass it on!
http://www.youtube.com/watch?v=gKo3mMKu0OA

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Motivation
A Good Leader Can Motivate Others By:
- showing a passion for what they are doing
- being able to communicate clearly with others
- encouraging others to get involved in decision-making
- being a good role model for the ideas that they
are advocating
- clarifying objectives
- clearly setting out the benefits to all parties of
decision that are made

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Pick The Best Teammates!
"The best executive is the one
who has sense enough to pick
good men to do what he wants
done, and self-restraint enough
to keep from meddling with
them while they do it.“
--Theodore Roosevelt
“There is NO such thing as a
single-handed success: When
you include and acknowledge
all those in your corner, you
propel yourself, your teammates
and your supporters to greater
MANAGERS THAT DON’T heights.”
DELEGATE USUALLY FAIL!

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One Minute Manager Meets the Monkey
A busy manager is busy because he is doing the staff’s work!
Don’t take on a problem if it isn’t yours!
MONKEY= The next move to be taken in any problem or situation
(whoever has to make the next move owns the monkey!)
For every monkey there are 2 parties:
1) One to work it
2) One to supervise it
If, as a manager, you take on everyone else’s monkeys, a role
reversal will occur: you will be working it and your staff will
be supervising it!

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One Minute Manager Meets the Monkey
“Tasks are like monkeys. If
you don’t tend to them, or if
you have too many, or worst
of all if you take on someone
else’s, they get out of hand
and give you aggravation &
make your life miserable.”
You must see the
monkeys for what they
are and actively work
to keep other people’s
monkeys off your own
back in order to
succeed

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Four Rules of Monkey Management
#1: Describe the Monkey
#2: Assign the Monkey
#3: Insure the Monkey
#4: Check on the Monkey

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Rule #1: Describe the Monkey
• The dialogue between the boss and subordinate must not end
until appropriate “next moves” have been identified and
specified
• Rationale:
- When people realize dialogue won’t end until next moves are
specified, they will plan carefully when approaching you
- It gives you motivation by clarifying the situation, identifying the
first step, and breaking it into bite size pieces.

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Rule #2: Assign the Monkey
• All monkeys shall be owned and handled at the lowest
organizational level consistent with their welfare
•Rationale:
- Staff have more time, energy, and knowledge to handle monkeys
- Staff are closer to the work and are in better position to handle
the monkey.
- Keeping monkeys off your back is the only way to gain
discretionary time
- Retain monkeys only you can handle

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