In a sense, your spa manager position provides you with some power. You frequently select the spa's décor, and you play an important role in selecting your spa services menu. You hire skilled estheticians, massage therapists, and other experienced professionals to provide your clients with a superb spa experience. You invest in your staff by giving them customer service training second to none. Finally, you reward them with the power to excel at their jobs without constant supervision.
Occasionally, however, a client may have a less-than-optimal spa experience. Perhaps a service was not delivered to her satisfaction; or she was kept waiting much longer than necessary. When a problem occurs, you have the power to find a solution that's fair to both your client and your spa business. When you accomplish that, you have a more satisfied client and a feeling that you contributed to a positive outcome.