By Victoria L. Rayner

This article is excerpted from Les Nouvelles Esthétiques Magazine - American Edition.

A spa can be viewed as a microcommunity where a group of professionals are expected to collaborate and feel responsible for accomplishing a common goal. To assure that the microcommunity functions effectively, spa etiquette must be firmly in place. The premise behind professional spa etiquette is to provide a rational approach that each member of the micro-community can refer to when faced with real world, interpersonal challenges.

When we understand how to conduct ourselves properly in a business setting, it increases our feelings of self-esteem. Good manners make us feel more confident about ourselves and more self-assured in the presence of others. I do not know of any knowledge or source of information that can so readily change a person’s professional life as quickly and as much as good manners can. When you maintain your etiquette, people will shed goodwill upon you.

The assertion is a simple one — always strive to make those you work for, with and whom you service feel respected, attended to and significant. Concern for others, courtesy and friendliness are the cornerstones of our trade. We would not last long in this profession if we did not recognize the necessity for good manners. And yet, there is still a strong need for help and guidance when it comes to observing a certain code of behavior in therapeutic practices. Although a spa’s essence, by its very nature, is a place designed to be calming and nurturing, it is still very much a business enterprise and as such, has all the distinctive qualities inherent in any atmosphere delegated for the purpose of commerce.

What follows is a broad range of experienced-based strategies pertaining to spa etiquette that are offered to help you reduce conflict and to strengthen your association with everyone you come in contact with as you go about fulfilling your day-to-day, work-related responsibilities.

Proper treatment room conduct
It has been said that nothing describes a professional esthetics provider better than his or her treatment room practices. A good deal of comparison can be made between the skin care specialist who relentlessly talks of his or her intimate affairs to a client and the dedicated esthetics practitioner who focuses strictly on his or her occupational responsibilities. The best and the brightest in our profession know how to fill downtime with light conversation in the treatment room. They handle these moments with finesse by expressing a true interest in their clients as individuals, but they are careful to control their chatting by not allowing the discussion to become too personal.

It is always a good idea to learn more about your clients than you share about yourself. Unquestionably, it is entirely inappropriate, regardless of the circumstances, to reveal your personal business to your clients. Like the rest of us, our clients have their own troubles. The purpose of their visit is to relax and to calm down. They do not need to have their mind running overtime trying to help you solve a dilemma instead of enjoying their spa services. Their objective is to rest. This is the reason they traveled to the spa to begin with. If you wish to be revered as a professional of merit, you must refrain from disclosing the details of your private life while administering treatments. What is of vital importance to you, although you might wish to believe otherwise, is of absolutely no consequence to your clients, regardless of how interested they may appear to be. Remember, listening to your problems is not the service the client is paying for. Any statement the client makes to you within the confines of your treatment room must never be repeated outside of your workspace. Always remember, discretion is the better part of valor. It is best to play it safe by making it a personal policy to never repeat anything a client says to you unless he or she gives you permission to do so.

Don't sound petty
Another major indiscretion involving the treatment room that eventually results in inner-conflict between peers is the act of carelessness when it comes to thoroughly cleaning a shared workspace at the conclusion of a therapeutic procedure. It is nothing short of revolting for another professional to go into a previously occupied treatment room to perform a service only to find remnants of the last treatment lying about, especially if the spa is extremely busy. One problem with leaving a mess behind is that others will assume that it is perfectly acceptable for them to do the same. If you are on the receiving end of this discourteous behavior, there are measures you can take to rectify the situation. A filthy workspace is not just a violation of work ethics, it poses a hazard to the public since there are issues involving cross-contamination and sterilization. Make clear to the person who is responsible for leaving the room in disarray that an unclean service area cluttered with debris could pose a hazard to the public. Indicate to him or her that this is not something you expect to see repeated or it could compromise your ongoing working relationship. Be careful to control the intensity of your voice when you speak, and gauge the temperature of your words. Phrase your request in such a way that he or she will not be left feeling threatened or diminished by your demands. For example, you may choose to begin by saying something like, “Would you mind cleaning up before you go?” which gives the other person a choice and a way to respond without feeling a need to be defensive.

Rumors and other forms of gossip
If a rumor is circulating the spa and it reaches you, the best way to deal with it is to be indifferent. Whatever you hear, regardless of its apparent truth, do not react or respond, and most certainly, never repeat what you heard. What you need to be extremely mindful of when it comes to gossip is that rumors can easily be attributed to you as they circulate throughout the spa. The most civilized way to approach gossip of any kind is to excuse yourself, and exit. Return only when the topic has been passed over and the conversation has moved on to more positive subject matter.

Appropriate dress in a spa setting
Your outer presentation should be a demonstration of your respect for the spa where you practice because the bulk of your time at work is spent addressing the esthetic needs of others. A disheveled appearance is not just poor taste, it is unsanitary. No one who earns an income from performing face and body treatments should ever arrive for work improperly attired in a soiled uniform, wearing little or no makeup, with tussled, unclean hair sticking out in all directions or with dirty, unmanicured fingernails. A pulled-together look brings out a favorable response from spa clients. Frankly, they perceive you as an ambassador to the glamorous beauty facility that you work in. Clients will find you more appealing, have greater admiration for you and have a higher regard for your professional opinions if you look the part. Much time, effort and money should be invested in the upkeep of a polished appearance. Our image is our calling card, and it should include careful attention to the application of our makeup, a flattering, up-to-date hair style, as well as freshly laundered uniforms or nicely fitted working attire.

Pay attention to details. Spa etiquette is paramount. If you manage to put all of these suggestions into effect, you will be surprised at how rapidly your environment will begin to change around you and how much better you will feel about yourself for having put your good manners to use.