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What High-Performing Spa Teams Really Need From Their Leaders

Michel Falcon’s People-First Approach to Spa LeadershipWhat separates a good spa from a truly unforgettable one?It’s not just the aromatherapy, the plush robes, or even the five-star treatments. It’s the energy—the feeling you get the moment you walk in and every interaction that follows.Behind that kind of experience is almost always one thing: a team that works with heart, precision, and pride. And behind that team? A leader who truly gets what people need to thrive.In an industry known for burnout and high turnover, especially among spa and front desk staff, some leaders are rewriting the playbook.One of them is Michel Falcon, a hospitality entrepreneur who’s taken his people-first philosophy from restaurants to med spas—and proven that culture is more than a buzzword.It's a business strategy that shows up in hiring, onboarding, team morale, and even vendor relationships.“High-performing people have more leverage than the company does. It’s a high performer’s market.” — Michel FalconWhether you're a spa owner, manager, or team lead, this story will help you rethink how you hire, coach, and grow—from the inside out.Michel Falcon and the Origins of a People-First PhilosophyBefore he was helping med spas retain top talent, Michel Falcon was building restaurant teams from scratch in the high-pressure hospitality world. He quickly realized something most leaders overlook: the way you treat your internal team reflects directly on the guest experience.That’s when he developed what he now calls the Operator Three Ps:ProfitPeace of MindPride“Yes, profit is still at the top,” he explains. “The difference is how you earn it. High-integrity business with high-performing teams creates the long-term success we’re after.”Michel’s philosophy centers on the idea that people—not products or promotions—are the true differentiator in any service business.And nowhere is that more true than in spas, where emotional intelligence, touch, and trust are foundational.His shift to consulting for med spas was a natural fit. These environments demand excellence, empathy, and consistency—qualities that start at the top.From Fast Growth to Intentional CultureIn a booming spa industrys, it’s easy to get caught up in expansion. New location? More providers? Let’s go!But Michel challenges that momentum-first mindset.“Before I think of a new location, I ask: have we squeezed all the juice from the orange here?”For Falcon, sustainable growth begins with optimizing what you already have. That includes maximizing team performance, reducing turnover, and fine-tuning systems long before new real estate is added to the mix.He warns against the hidden costs of expanding too soon: diluted culture, disorganized operations, and exhausted managers.One of his most impactful changes? Replacing standard job descriptions with 6-page "career descriptions." These include embedded training videos, culture insights, and clearly defined expectations.Only 15% of applicants make it through. That’s by design.“I want to repel the wrong people before they’re ever on the payroll.” Leadership Practices That Actually WorkMichel’s leadership style is systemized, strategic, and deeply personal. He doesn’t believe in fluff—he believes in behaviors that can be repeated and measured.Hire Slow, Filter Hard“We don’t use job descriptions. We use career descriptions.”These detailed documents don’t just outline responsibilities—they share stories, cultural standards, and what success looks like in the role. This alone weeds out applicants who are looking for a job, not a mission.Interview Weekly—Even When You’re Fully Staffed“I interview every Monday and Wednesday at 4 PM — no matter what.”Even if the roster is full, Michel keeps his talent pipeline warm. When someone amazing comes along, he doesn’t let a lack of immediate need get in the way.Personalization Builds LoyaltyDuring interviews, Michel asks: “What’s an indulgence under $20 that you can’t live without?”Once the person is hired, they receive a personalized gift that reflects their answer. It’s a $20 investment that builds instant emotional connection and shows what exceptional service feels like—before they’re asked to deliver it.“That $20 increases engagement, knowledge retention, and loyalty right out of the gate.”Suppliers Are Part of the Culture Too“Anybody that interacts with your brand should be delivered a very hospitable experience—whether you pay them or they pay you.”At Michel’s companies, vendors are treated like team members. They’re invited to quarterly dinners, celebrated for great service, and included in internal updates.The benefits? Better pricing, more responsiveness, and shared pride in the business’s success. Why This Approach Works (And Feels Different)This isn’t vague, feel-good leadership. It’s practical, repeatable, and rooted in human psychology. Michel Falcon’s people-first framework is embedded into every layer of the business.From onboarding to exit interviews, his process honors people while driving results.Results That Speak7% turnover at Brassa (compared to 75–125% industry average)Stronger onboarding = faster time-to-performanceMore engaged teams = better client experienceSupplier loyalty = less friction, better negotiationsOther leaders are starting to echo these values. Spa consultant Bryan Durocher says:“Hire hard, manage easy. Business owners hiring out of desperation, not inspiration, will have serious challenges.”And spa leadership expert Todd Hewitt adds: “People don’t respect a leader who wants them to give something that they, themselves, are not willing to give.”When leadership is authentic, aligned, and present, people rise to meet the standard. When it’s chaotic, inconsistent, or absent, even the most talented team will underperform.Actionable Tips for Spa LeadersIf you're managing a spa team right now—or planning to grow one—here’s how to put Falcon’s playbook to work:Rewrite your job listings. Don’t just list duties. Tell a story. Use video. Share expectations.Interview weekly. Create two standing times each week. You’ll build confidence, sharpen your pitch, and always be ready for opportunity.Use the $20 indulgence question. It builds trust and teaches your team what thoughtful, personalized service looks like.Treat vendors like team members. Take one supplier out for lunch this quarter. Share your vision. Make them feel valued.Replace annual reviews with weekly check-ins. Feedback works best in real time. A 15-minute coffee chat beats a year of silence.Prioritize team peace of mind. Whether it’s flexible scheduling, support, or clear processes—protect your team’s wellbeing like your revenue depends on it. Because it does.Your Growth Strategy Is Your People StrategyLet’s be honest: in the spa world, people are everything.Your clients come back for the experience—not just the results. And the experience is created by the team you lead.“Recruit with care. Front-load your effort. Use culture-driven language. And never stop building your talent pipeline.” — Michel FalconLeadership isn’t about managing schedules and smoothing out conflicts. It’s about vision. It’s about care. It’s about showing up with clarity, consistency, and compassion—every single day.So if you’ve been struggling with turnover, misalignment, or team drama—maybe it’s time to step back and rebuild your leadership lens.Because when you build strong people, they build strong businesses. And that’s the kind of success that lasts.