Today we had another staff meeting. This time we discussed the three “blocks” of John Wooden’s Pyramid of Success that are in the center. He refers to them as the Heart of the Pyramid.

The first block refers to condition.  This goes well beyond physical condition.  He is referring to a good mental and moral condition.  “When you are lacking in good mental condition this disrupts the team.”  I agree with this.  It also reminds me of a book called “Fish”.  From the moment we wake up in the morning, we have the choice to either make it a great day or we can ‘choose’ to let our mood or events dictate our mood.  Sometimes this can be a difficult task but we are all ultimately responsible for our own attitudes.

The second block is skill.  “You have to know what you are doing, what to do, how to do it, and when to do it.”  When I apply this to my staff and operating the spa, I explained to my staff that it is one thing to go through the motions of a facial, a haircut, or a massage then there is really knowing the who, what, when, where, and how.  There is a huge difference in the quality and in our ability to fully provide the best service to our clients.  This also means, knowing the products, in side and out.  Being able to explain what everything is and why to our clients.   You must be able to perform all aspects of your job, not just part of it.  One without the other makes you a partial player.  You must master all aspects of your job.  “When I’m through learning, I am through.”

The third block is team spirit.  I especially enjoyed this block.  It refers to our attitude about our contribution to the “team”.  John Wooden explained that he changed the meaning of this. The original meaning was:  a willingness to sacrifice personal interest or glory for the welfare of all.  He felt there was something missing.  Then he finally got his answer and changed it to: An “eagerness” to sacrifice personal interests or glory for the welfare of all.  I see that with my own staff.  There are those who are always eager to help and those that are willing, however not always eager.  There is definitely a positive feeling from that eagerness!

Our next meeting will focus on the top of the pyramid.  I find this to be a very helpful management tool for me to share with my staff.  I think everyone enjoys our meetings because they inspired us all by his words and we can relate to them.  It isn’t a meeting where the typical “problems” are rehashed.  I think it makes us all do a little private self evaluation.  It gets everyone back on track until the next meeting.  We hold them the first Wednesday of every month.  It seems to be the right amount of time before everyone needs a little checking in.

Related articles

• Arash Markazi: Breakfast with Coach Wooden (sportsillustrated.cnn.com)
• 10 Best Action Quotes that will get you moving! (imperfectaction.com)

Calcuating year end revenue is kind of like solving a circle (given three points on it

After relaxing for the first day of the New Year, I went into work today, anxious to print out our month end numbers and our year end totals. I tell you, if you totally focus in on the negative tone of all the media, you would expext the year to have been a disaster. We had an amazing year! We had a 33% increase in our gift certificate sales alone for the month of December. Not bad for only being in our new location for six months. It pays off having Complexions located in an “A” location verses a “D” location. We spent a quarter of what we spent in previous years on advertising and still came out way ahead. We focused on our internal marketing and I feel strongly that worked really well for us.

I studied our yearly totals and have some thoughts and plans for the new year. I need to focus on our retail sales and I want to continue to work on our loyalty programs and new business. Annually you can expect a loss of about 20 % fewer customers for reasons out side of our control. Each month we need to focus on getting and keeping New Business. Getting more and more creative with our “word of mouth” advertising and strong referral programs, in my opinion, work the best.

Next week I want to re-evaluate all of our expenses and really tighten up our effeciancy and cost control. This way we might be able to pass along some of those savings to our guests for the new year. Over all we had appoximately a 27% increase in business over last year. I am very pleased with our growth during this economic time and I am excited for the new year. Next week I will also have my monthly goals done, budgets in place and I can work on our advertising and promotional calander for the year. I love what I do…….Happy New Year!!