The living-related service and entertainment industries (including jobs like hairdressers, estheticians, and leisure facility staff) also experience high turnover rates. Key factors for high turnover in this sector include the time and effort required for skill acquisition, the unavoidable need to work on weekends and public holidays, and the specific pressures arising from close customer relationships and industry-specific customs.
This article provides a detailed explanation of the factors leading to high turnover in this industry, examining them from four perspectives: working conditions, compensation/benefits, workload, and career development.
Turnover Rates in the Living-related Service and Entertainment Industries (Reference Data)
The rates remain at high levels, second only to the Accommodation and Food Service industries.
| Category | Living-related Service and Entertainment Turnover Rate | Average Turnover Rate Across All Industries |
| Annual Turnover Rate | 20.1% (2022) | 15.0% (2022) |
| Turnover Rate within 3 Years (New University Graduates) | 46.5% (March 2022 Graduates) | 33.8% (March 2022 Graduates) |
| Turnover Rate within 3 Years (New High School Graduates) | 52.2% (March 2022 Graduates) | 37.9% (March 2022 Graduates) |
1. The Issue of Working Hours (Long Hours and Skill Acquisition Time)
Service provision in this industry is often dictated by customer availability, and non-operational working hours are common.
Irregular Shifts and Long Hours:
- Weekend and Holiday Work: Since most customers use these services on their days off, employees find it difficult to take weekends off, leading to concentrated weekday holidays.
- Work Outside Operating Hours: Especially in fields like beauty, aesthetics, and fitness, employees are often required to participate in skill practice, training, and meetings after closing hours, significantly increasing their total time commitment.
Fluctuations in Workload Based on Season and Events:
- Travel agencies and leisure facilities see sales heavily influenced by seasons, events, and weather, resulting in a large disparity in workload between busy and slow periods.
2. The Issue of Compensation and Benefits (Low Wages Despite Required Skills)
A significant problem is the low salary level during the early stages of a career, despite the need for high technical skills and specialization.
Low Wages in Early Career Stages:
- Long Apprenticeship/Assistant Periods: Professions like hairdressing and aesthetics often involve long periods as an apprentice or assistant, during which the salary is frequently insufficient for a comfortable living.
- Instability of Commission/Incentive Systems: When salaries heavily depend on individual sales or client nominations, employees struggle to maintain stable income, leading to anxiety.
Self-Pay for Business Expenses:
- Cases are common where employees must personally cover necessary business expenses, such as hairdressers buying their own scissors or estheticians paying for a portion of their cosmetics, which strains their earnings.
Difficulty Taking Time Off:
- Since many roles involve one-on-one client service, employees often hesitate to request paid leave due to the feeling that it would inconvenience their customers.
3. Workload and Mental Stress
A defining feature is the high mental strain arising from the close relationship with customers.
Pressure to Acquire Skills:
- Especially in technical roles, the time pressure to become proficient within a few years is immense.
- Frustration over slow progress in skill practice and strict guidance from seniors (the “craftsman/master” mentality) can be major sources of stress.
Emotional Labor and Mental Exhaustion:
- Employees are responsible for “healing” or “entertaining” customers, leading to a high burden of “emotional labor” that requires maintaining a constant smile and high level of hospitality.
- Harsh feedback or complaints from customers lead to mental fatigue.
Physical Strain:
- The work often involves long periods of standing, bending (stooping), and physical exertion (massages, preparing equipment at leisure facilities), which can lead to chronic strain on the lower back, wrists, and feet.
4. Issues with Career Development and Training Systems
While long hours and investment in self-improvement are required, a clear career path can sometimes be difficult to discern.
Personalization of Training:
- Guidance often relies on the discretion of the individual store or senior staff, resulting in variations in training content and speed of growth.
- The lack of a unified training curriculum can cause anxiety for new employees.
Feeling of Limited Career Progression:
- Employees may feel their career options are limited to mastering their technical skill, going independent, or becoming a manager.
- A characteristic of this industry is the high number of people who resign after a few years to pursue the goal of “independent business ownership.”
The Structure of the Vicious Cycle
This industry also faces a vicious cycle: “Long non-operational hours for skill acquisition → Fatigue accumulates →Employees feel unrewarded by low wages → People quit → The burden on remaining staff increases, and practice time is further reduced.” A key characteristic is that skilled personnel who feel their effort in acquiring technical skills is not adequately compensated often end up leaving the industry.
