The Coaching Approach To Effective Management

BY HELEN TSOTSOS

Talk to any spa manager and they’ll tell you the most stressed individual in the spa is probably them. Between juggling a full administrative load; catering to demanding clients; keeping track o scheduling and supplies and managing a large and diverse staff, they just may have reason to think so.

These managers will also tell you that, by far, some of the most daunting aspects of the job are dealing with the people that work for them. Getting people to show up on time, with the proper appearance and especially the proper attitude can leave managers pulling out their hair. Most have tried everything from micromanaging to simply firing poor performers, praying that the right person will come along.

The truth is that effective management is about sparking inspiration. By focusing on “coaching” staff to be the best they can be, managers can move away from the old paradigm of the taskmaster into the new paradigm of coach. By discarding the old values of management and focusing on igniting positive attitudes, mutual respect and loyalty the manager will witness how this ultimately translates into satisfied clients and maximized revenues.

But how do you go about transforming your staff into a dream team? Simple. Commit body, mind and soul to being a coach. Coaching focuses on people first and then processes. It hinges on the core belief that we are all creative, resourceful and complete beings. A coach truly recognizes and appreciates the strengths, skills and talents each individual possesses. They support and encourage and use an individual’s own goals and interests as motivation for progress.

To coach your staff, you need to have a detailed vision of what is possible with both people and processes. You then link the best people with the best processes. You work on leveraging strengths, while focusing on improving weaknesses. Coaching is forwardoriented and may touch, but not dwell, on past performance. Over time individuals start to feel increasingly valued for who they are which in turn motivates them to higher ideals. Eventually, people’s actions come into line with their values, resulting in best performance, greater productivity, more harmony and a marked increase in overall efficiency.

Although coaching is a management technique that applies across many industries, it is particularly significant in a spa setting. After all, spas exist to service the mental, physical, emotional and spiritual wellness of their clientele. They exist, in part, to help people achieve more balance and harmony in their lives. Therefore, it is an obligation on the spa industry to walk its talk. This is an area where many fall short.

In a recent study by the Hay Group, which polled over 1-million employees, one of every three employees quits in the first two years because of ineffective managers. How can we ask our employees to service clients holistically if we don’t service our staff the same way?

Truly effective managers are those that understand people, and not only processes, that they manage. The twist with managers who are coaches is that they require just as much in the way of leadership abilities as they do humility. To inspire the best in people, one must recognize their best and encourage it. This may not be easy in the short term, but it is definitely worthwhile in the long term.

Humility is essentially a trait that moves the coach out of a position of power and into a position of empowering. As one’s ego is pushed aside, the hierarchy crumbles. Paradoxically, the coach emerges as a symbol of strength and leadership by modeling responsibility and accountability. Coaching is learning-based. As the manager takes the steps to ensure their optimal development, they too set the groundwork for their employee’s progress and development. Learning becomes the cornerstone of powerful evolution.

According to Joseph and Jimmy Boyett, in “The Guru Guide: The Best Ideas of the Top Management Thinkers”, leaders distinguish themselves from managers in that: “leadership requires love”; “the best leaders are servants”; and, “you lead by giving to others”.

Service leadership is key to the coach-manager role. According to top management thinkers, three fundamental shifts can reshape a manager into a leader. Leaders are those that can transition from strategist to visionary; they excite and entice. Leaders convey vision through powerful communication and build credibility by walking their talk. Lastly, new leadership is essentially about removing barriers to progress. An example of this is developing employee initiatives and supporting their ideas. In this model, leaders are agents of change and serve by clearing the path for progress.

As change happens, coach-managers consistently inspire and motivate their workforce, creating a commitment to the organization and gaining staff’s trust and respect by providing opportunities to grow and develop both personally and professionally. Throughout this evolutionary process, the human element is paramount. Still, processes gradually rise in value to become aligned with human resources.

If spas truly embrace coaching as their managerial paradigm, the impact on the industry will be nothing short of transformational! And the days of managers reporting they’re the most stressed one in the spa will be long gone. To the future!

Helen Tsotsos is an Adler Certified Professional Coach (ACPC), an entrepreneur, a certified trainer and leader. She has partnered 20 years of success as a day spa owner with her Business Coaching practice to serve the industry she knows and loves. Helen understands the needs and challenges of spa professionals and uses her practical wisdom, experience and education to motivate and inspire her clients through change and growth. She has worked with business leaders, managers and executives to support and enhance personal and professional success through powerful visioning, creative strategies and effective action plans. For more information on individual and group coaching, customized training programs and workshops, please contact Helen at (416) 466-1541 or email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

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