Elevating Customer Experience: Key Office Etiquette Dos and Don’ts

The Truth Heals: How Transparent Communication Transformed One Spa's Culture

Beyond Lavender and Low Lights — Real Wellness Starts with WordsIn the spa world, we’re experts at creating calm. Soothing playlists, flickering candles, and a perfectly steeped cup of herbal tea—these are our signatures. But what happens behind the scenes, when the treatment rooms are quiet and the staff lounge tells a different story?For one spa owner, the breaking point came not from a client complaint, but from a team member who walked out mid-shift and never came back.“We were preaching wellness but living in silence. That’s when I realized—we had to stop pretending and start talking.”In an industry built on healing others, it's easy to forget that your team needs just as much care as your clients. Transparent communication isn’t just a leadership buzzword—it’s the secret ingredient that can transform a spa’s culture from polite and passive to empowered and thriving.This is the story of how one spa leader turned quiet frustration into honest dialogue—and in doing so, unlocked a more vibrant, loyal, and inspired team. Whether you're a seasoned spa manager or a solo practitioner building your dream, you’ll walk away with practical tools and real-world wisdom for creating a healthier culture—one conversation at a time.A Wellness Mission Without Internal WellnessThe spa owner, Lisa, opened her boutique wellness center with a vision to nurture clients' minds and bodies. But two years in, the business was struggling—not financially, but emotionally. Staff turnover was rising, and communication felt stiff or non-existent.“I built everything around creating a space for clients to feel safe. It never occurred to me that my team didn’t feel the same.”Staff weren’t speaking up. Small frustrations brewed into tension. Misunderstandings over scheduling, pay, and responsibilities became emotional landmines. And burnout, once only whispered about, started showing up in sick days and resignation emails. The Transparency Wake-Up CallThe final nudge came during a post-treatment debrief, when a massage therapist quietly said she didn’t feel heard or respected. She wasn’t angry—just exhausted.That night, Lisa stayed at the spa until midnight, replaying conversations, rereading feedback forms, and asking herself one tough question: Have I created a safe space for my staff?The answer was no. And it was time for change.Building a Culture of Open DialogueLisa began researching leadership strategies and found Franklin Covey’s work on transparency and psychological safety. Inspired by Barbara Cogburn’s message that “people do their best work when they feel safe,” she got to work.Here’s what she implemented:1. Weekly "Wins & Wobbles"Every Monday, the team now meets for 30 minutes. Each person shares one win and one wobble (challenge). No fixing, just listening. It sets the tone for honest, judgment-free communication.2. Anonymous Feedback BoxStaff can share thoughts, suggestions, or issues without fear. Lisa reads each one aloud in meetings, addressing them with humility.3. Leadership Office HoursLisa blocks out two hours weekly where any staff member can stop in to chat. No agenda. Just connection.4. Transparency in OperationsShe now shares basic financials—like cost of goods, revenue trends, and staff performance bonuses. “We’re all rowing the same boat. Everyone deserves to see the waterline.” The Ripple EffectThe impact was almost immediate. One team member said, “I’ve never worked somewhere that felt so honest.” Another admitted she’d been planning to leave but decided to stay.Client satisfaction improved. Lisa noticed more collaboration during peak hours, and even saw senior therapists mentoring new hires without being asked.“We didn’t become perfect—but we became honest. And that made all the difference.”Lessons Learned for Spa LeadersLisa’s transformation wasn’t magical—it was methodical. Here’s what she wants other spa professionals to know:Transparency isn’t oversharing—it’s clarity. It’s about context, not chaos.Safe doesn’t mean soft. You can hold people accountable and create a culture of respect.Small habits beat big speeches. One weekly check-in can shift an entire culture over time.Leadership expert Dr. Angela Mulrooney echoes this:“Transparent communication isn’t just about talking. It’s about inviting others to the table—and giving them space to speak, reflect, and contribute.” Takeaways for Aspiring EntrepreneursIf you’re opening a spa or wellness studio, Lisa’s journey offers these insights:Start with culture, not just candles. Define your values—and live them behind the scenes.Give your team what you give your guests: safety, care, and kindness.Celebrate the wins—but talk about the wobbles too.Transparent communication isn’t another item on your leadership checklist—it’s the thread that holds the whole experience together.Conclusion: Say It Out LoudLisa’s spa didn’t transform overnight. But with courage, consistency, and curiosity, it shifted from quiet frustration to joyful flow. Her team no longer walks on eggshells—they walk in with energy.As Lisa puts it:“We used to say we offered holistic wellness. Now, we actually live it—together.”For spa owners and wellness leaders everywhere: the next big innovation isn’t in your menu—it’s in your meeting room. Start with one conversation, one honest question, and one act of listening. The wellness you’re seeking might already be in the room, waiting to be heard.Want to learn more or connect with Lisa’s spa? Stay tuned for our interview series and behind-the-scenes features on real leaders redefining wellness from the inside out.