Retail & Team Leadership
How to coach your team when retail goals fall short, and how to lead purposeful, grounded weekly team meetings that keep everyone aligned and energized.
Coaching from the Why
Retail is an extension of the guest's wellness journey — not a sales pitch. When the numbers aren't where they need to be, reconnect the team to the "why" before adjusting the tactics.
"When you believe in the value of what you're offering, it never feels like a 'sell.' It feels like service."
Remind the team that products are an extension of the guest's wellness journey. When the recommendation comes from a place of genuine belief, it never feels like a pitch.
Say: "Our guests are trusting us to take care of them. Recommending the right product is part of that care."
Coach the team to lead with questions, not products. "What brought you in today?" or "Are there any rituals you're hoping to build at home?" opens a conversation. Lead with a feeling, not a product.
Have each team member pick 1–2 products they genuinely love and can speak to naturally.
Suggested language: "Can I show you what our team can't stop using right now?"
The most natural recommendation ties back to the service the guest just received.
Example: "This is the oil your therapist used today — it helps extend the benefits at home."
Watch for guests pausing near products — that's a natural opening. Use role-play during downtime to practice low-pressure engagement and reconnect to natural conversational flow.
When the team feels stuck, set a small, achievable goal: connect with 2 guests before checkout and offer a product demo, a spritz, or a quick story.
If a team member lacks confidence, tag in a colleague.
"We're a team, and sometimes a different voice can make the difference."
Retail check-ins happen at 1:00p, 3:00p, and 6:00p as part of the MOD Task List. Use those touchpoints to recognize wins and course-correct in real time.
Pre-Meeting Prep
A great team meeting doesn't start when the team walks in — it starts with you. These five areas ensure every meeting begins grounded, organized, and energetically aligned.
Bring your completed notes from each section, follow-up actions from the prior week, and any questions or alignment needs for Stella and Angela.
Before the meeting, reflect on where the team sits on the Mood Elevator — Curious, Hopeful, Impatient, Inspired, etc.
- Identify emotional themes influencing team morale
- Note any patterns observed this week (tension, energy, momentum)
- Prepare one observation or example to share with the group
- Choose your energy check-in question thoughtfully — it sets the tone for the entire meeting
Review upcoming appointments before the meeting so you can speak to the week ahead with clarity.
- Booking notes requiring action
- Group appointments and spa journeys
- Celebrations or special guest occasions
- High-volume or red-flag days needing extra support
- Low-traffic days where a sales strategy should be planned
Pull the past week's EOD summaries and look for patterns — not just individual entries.
- Client experience themes (recurring wins or challenges)
- Operational wins and challenges
- Communication or follow-through notes
Bring: Top 2–3 themes to discuss. Be specific — bring examples.
Audit the upcoming week's schedule before the meeting.
- Coverage gaps or understaffing
- Potential overtime
- Shift swaps or late additions
- Training or event overlaps
Bring: Clear recommendations to optimize team flow.
- Confirm all private events are confirmed and staffed
- Note construction, deliveries, or special projects that could disrupt guest flow
- Prepare contingency plans for anything affecting the guest experience
- Flag cross-functional coordination needs (dome, event, retail)
The 15% Tip Conversation
During floor rounds, the MOD checks in with Experience Guides about tip rates. When a guest tips at 15% or lower, it may signal a service experience issue worth following up on. Use this as a coaching opportunity — not a critique.
Ask: "Tell me about that interaction. Is there anything I can support you with?"
Associate Connection Points
Small, intentional moments of connection throughout the shift build trust and keep the team grounded. Use each of these touchpoints with purpose.
Break Room
"Show up during breaks. Ask how they're doing — not how the shift is going."
Floor Rounds
"A specific piece of praise ('I noticed how you handled that transition') does more than general encouragement."
Shift Start
"Set the energy at the top of the shift. Your groundedness is contagious."
Closeout
"End the shift with gratitude. Name one win before they leave."