HARSH reality check week for me!
Hello my lovely,
I’m writing this from my bed tonight — dead tired, flat battery, and honestly just worn out. This past week has been one of the hardest weeks of my year so far. Nothing earth-shattering, but one of those weeks where you feel the weight of leading people and holding everything together.
And it reminded me of something important: as owners and managers, we often underestimate just how much the heart of our business lies in our teams. The truth is, success or failure almost always comes down to one thing — the connection we have with our people and the morale they carry every day.
Not too long ago, I had this quiet feeling in my gut that something wasn’t quite right with one of the teams I work with. Nothing dramatic, no big blow-up, just... something off. Most of the team were still smiling, still doing the work, but I could sense the energy had shifted.
There weren’t many obvious signs. People don’t usually put their hand up and say, “Hey, morale is slipping.” But the clues were there if I looked closely. Communication started to feel more distant. Team members were quieter in meetings, and the usual spark in their conversations seemed to fade. On top of that, I noticed a sudden drop in retail sales and upselling.
It turned out my gut was right — morale had taken a dip, and it was quietly affecting performance across the board. And here’s the truth: when morale goes down, everything goes down with it.
As spa and salon owners or managers, we often think success comes from marketing, pricing, or strategy. Of course, those matter — but the real heartbeat of your business is your team. Their energy, their motivation, their belief in what you’re building. If that heartbeat weakens, the whole business feels it.
One of the toughest lessons I’ve had to learn (and maybe you too) is this: stop expecting back from your team what you give out. That’s the very reason you’re the owner and they’re the employees.
If you find yourself thinking, “But I do so much — why don’t they give as much back?” ... remember, if you want that kind of exchange, go get a job. Ownership is different. We carry the vision, the risk, and the responsibility — and our role is to inspire, not to expect equal returns.
What we can expect is that when we genuinely connect with our people and keep morale high, the ripple effect shows up in performance, loyalty, and the guest experience.
So how do you notice the cracks in morale before they become a collapse? Here are 4 sure signs that morale may be slipping:
- Withdrawal in communication.
When your normally chatty team gets quiet, avoids conversations, or stops contributing in meetings, it’s usually not busyness — it’s a signal. - A dip in retail and upselling.
Retail is an energy game. When therapists are engaged and confident, they naturally recommend. A sudden drop almost always points back to morale. - Higher absenteeism or last-minute “emergencies.”
A team with low morale often finds reasons not to be there. You’ll notice more sick days, late arrivals, or sudden personal issues cropping up. - A loss of initiative.
When morale is high, team members come with ideas, volunteer to help, and take pride in going the extra mile. When it’s low, you’ll see the opposite — a “just doing the basics” attitude.
The good news? Morale isn’t fixed. It can be rebuilt — and often, it starts with something simple: genuine connection.
Take time to see your people, not just as staff but as humans who matter. Ask how they’re doing. Celebrate small wins. Remind them of the bigger vision they’re part of.
Because when connection is strong and morale is high, everything else — client retention, retail, revenue — flows naturally.
So here’s my challenge to you this week: pick one small thing you can do to lift your team’s morale. It could be as simple as a one-on-one coffee, a handwritten thank you note, or a surprise Friday treat. Little actions add up to big shifts.
To leading with heart,
Hugs
Marisa
