Small Business School
On discovering the deep beauty within
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Be a Safe Place to Work
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Overview Transcript Case Study Video
RJ is the CFO
RJ counts the dollars and balances the books, yet knows that the key critical ratios of this business are driven by the intangible assets wrapped deeply within the thoughts and feelings of the entire staff.
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Tucson, Arizona: In this episode of the show we go to a city that has become a mecca for people looking for a great spa experience. Here you follow Hattie through a day at the spa. She experiences many techniques that have been developed here such as the hot rock message that is now used in spas world-wide.

This special place is Gadabout Salon and Day Spas.

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. And, this segment of the industry is enjoying rapid growth and Gadabout is a leader!

Pam McNair-Wingate 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.

Employees respond to nurturing: With our tight labor market the #1 problem facing fast-growing businesse is how to attract and keep great people. Try Pam's method; make your business a safe place to work. Meet the whole needs of your employees.

Can the owner of a company have the same affect on people as a minister, or a priest, or a surgeon or a therapist?

Pam's employees have been profoundly impacted and Hattie concludes that the answer is "Yes."

We've all learned that in business that, "The customer is king." But, if you grow past the point where you, the owner, is no longer delivering all of the customer service, how do you guarantee that every employee learns that the customer is king?

Herb Kellerer of SouthWest Airlines is a legend here and we have all seen the consistent results of well-run business. We watch Pam treating her people like kings and queens.

From leadership theory to praxis – employees will treat customers the way employees are treated by you.

Rather than pouring all of your energy into customer service, if you want to grow, start pouring all your energy into employee service. You'll be rewarded with loyalty because people don't leave where they're loved.

We are all mobile. We can live and work anywhere. Why do you choose to be where you are?

CONTACT:
Gadabout Salon and Day Spas, Inc.
3501 E. Kleindale Road
Tuscon, AZ 85726
Tel: 520-322-9434
Fax: 520-327-5279
Email: Click here
URL: http://www.gadabout.com
More from Pam: Vision and mission


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We can be good to each other
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Key Ideas of this episode
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1. Small Business School Make people more important than cash
2. Treat people with a deep respect
3. Think deeply about what people need
4. Do it differently
5. Teach communication skills
6. Establish high expectations
7. Put controls in places
8. Do for employees too
9. Be minister, social worker & therapist
10. Delegate with design
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"I am not a star;   but I help to create stars."
- Pamela McNair-Wingate

  • READ THE TRANSCRIPT:Small Business School All the words of this show along with the study guides (just above) equals a Master Class. Pam started with one chair in 1979. Her company now does over $12 million in sales with 225+ employees in five locations.
  • WATCH QUALITY TV.  See which episodes of the show are airing today and within your area.

    Pam's local PBS-member station is KUAT (they recommended Canyon Ranch and Pam) and her city's economic development channel is 12. This business has been cited by W magazine as the Best in the West, by Elle as Best in day Spas, and 2004 Best in the World from Business Education for Salons Today.
  • FAST-GROWTH PATH. We all learn by example. And, Pam is a great teacher of empowerment skills so much so her business is on a fast-growth curve. Everybody is a little different. See if you can see why these other small business owners are also on that fast-growth curve. Also, learn from Marty Edelston; his company is one of the most productive in the country. Find out why.
  • GET OUT OF YOUR OFFICE: Become involved in the local and national activities of organizations that make a difference.
    1. Chamber of Commerce. We encourage everyone to be involved with their local, state and the National Chamber; all are well worth your time. Some of these people could be on your own board of advisors.
    2. Trade associations: We will gladly add a link to your national trade association or regional organization by state (and publication). Please check to see if you are listed. If not, recommend your group to us!
  • The Aesthetic Imperative: Be creative. Create beauty. Strive for perfection. It is in this framework we can live a life that has a certain balance (symmetry) and be opening the possibilities of creating dynamic moments filled with harmony. This article within Wired is inspirational.
  • We invite your COMMENTS OR QUESTIONS. Was the episode inspirational and/or educational? We hope this episode of the show is both!
  • SUPPORT PUBLIC TELEVISION:
    Become a member of your local station. If you are already, great. If not and your business is doing well, consider joining the Producers' Club ($1000).
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