The way you make a person feel will determine your success at growing a company. The only way to grow a business is to grow a team of some sort. We have studied companies that outsource most tasks but the leadership still has to work with the people to whom the outsourcing has been done.
Businesses that lead with service must understand that delivering service requires psychological heavy lifting. Every service provider needs psychological muscle. Lots of it. Psychological muscle gives the employee strength to cope with mean, demanding people and even turn them into nice people. The strong employee can can bounce back quickly from a situation that made them feel bad. They are mature and can admit being wrong and can look a person in the eye and say thank you and I'm sorry when necessary.
Q: Why does the owner have to deal with a person's feelings?
A: When people feel good they do good. When they feel bad they do bad. This is especially important when you are delivering a service and when it is one as intimate as facials and haircuts, it is critical.
Pam's goal is to create a place where every employee feels safe, calm and confident. Employees even said, Gadabout is, "one place you can count on in your life." This is an example of the trend we've experienced during the last decade of the 20th century. We have witnessed the break-down of the family unit and at the same time we see businesses trying to create a family-like feel in the workplace.
Pam is on top of this. She was a single Mom for years and she has plenty of women at Gadabout who were the sole support for their families. It is clear that Pam is achieving her goal to be a great place to work.
Think about it
What do you do now to help people feel good about themselves? What can you start doing?
Clip from: Gadabout Salon & Spa
Tucson, Arizona: Left with two young mouths to feed and never having worked outside the home, Pamela McNair-Wingate has created a new reality in the workplace where love and generosity abide. Today, from six locations around Tucson, she and her team of over 200 professionals deliver the newest treatments from their spas and the freshest looks from their salons.
The company, Gadabout SalonSpas, is recognized as a leader in the day spa movement both in customer care and in business practices.
In the typical spas customers check in for a week to be pampered, to eat low-fat diets, and to participate in endless exercise classes. Day spas are different! Here you'll find only the pampering part. Pam has been a leader in this revolution from its beginning and she is helping to transform the salon business by setting an example for all. In recognition of her extraordinary leadership skills, Pam was named Salon Entrepreneur of the Year for the US at the Global Salon Business Awards presented in London in 2004.
Gadabout SalonSpas, Inc.
Pamela McNair, Chairman
3501 E. Kleindale Road
Tucson, AZ 85726
Visit our web site: http://www.gadabout.com
Personal Products, human services, beauty
Year Founded: 1976
Treat People With Deep Respect
PAMELA: I've been with Gadabout for 14 years.
HATTIE: So what do you like about being here?
PAMELA: Oh, gosh, a lot. Gadabout is like a family. You know, it's like it's nice that we're all very connected and, you know, bonded to each other. And we all help each other out.
HATTIE: (Voiceover) Pam is a new American hero: 225 jobs, $11 million in sales. How did she do it? She's your neighbor next door who mastered the art of team building.
JENNIFER: Pam builds things as a team. This whole company is probably a team, so the office naturally falls into that everybody's always bouncing everything off of everybody. Our marketing ideas come up probably through excitement. And I think that we're all really encouraged to have ideas.
PAM: If you feel good about where you work, you feel good about what you do, you feel good about who you are, you can be successful at anything you do because then you have the ability to be an excellent service provider. You really care about the client because someone cares about you. We have a number of programs in place that we've worked on over the years to create a culture by which anyone who works with Gadabout, hopefully, feels safe and calm and confident in not only what they do, but who they are because every individual is of great importance to this company.
HATTIE: Tell me why you think working here is unique.
Team member: There's many benefits: Pam, number one, of course; all your other co-workers. They're trained, they're knowledgeable.
HATTIE: So you feel you're working with the best of breed.
Team member: Yes, absolutely.
HATTIE: And that makes you probably feel proud.
Team member: Yes.
HATTIE: So many people feel their lives are different. I mean, that's just, like, something huge to say about a workplace.
Team member: Oh, definitely.
Another team member: Well, it's one place you can count on in your life.