Page 122 - Harnessing the Management Secrets of Disney in Your Company

All for One and One for All 103

Our Featured Organization: John Robert’s Spa

BRING IN THE TEAM

John and Stacy DiJulius opened John Robert’s Spa over a decade ago on a wish
and a prayer, with four chairs and a loan from Stacy’s grandmother. Today,
the John Robert’s Spa Collection includes three salons in the Cleveland area
that employ 140 people and generate nearly $5 million dollars in revenue a
year. From the beginning, John and Stacy espoused a deep personal convic-
tion to build a culture of empowered team members who would carry out
their vision of delivering superior service, or in John’s words, “secret service.”
“John and Stacy inspire teaming throughout the organization,” says
Eric Hammond, director of operations at John Robert’s. “We spend more
time on our culture than just about anything else.” Eric describes their
industry as one that attracts people who enjoy helping others to feel good
and develop positive self-esteem. He believes the teaming culture of John
Robert’s is based on this deeply held belief that service and caring for oth-
ers is the most noble of causes. 34
The community outreach program at John Robert’s allows team
members to give of themselves above and beyond what their everyday
jobs require. “We give our teams the opportunity to go to a hospital and
interact with people who are not as fortunate as most of us,” Eric said.
“Doing this helps them take their craft to a new level. It’s like, ‘if you
think you feel good now, you’ll feel really good when you come away
from that experience.’”
John and Stacy firmly believe in repaying the community for the good
fortune bestowed on their company over the years. For over a decade,
on one Thursday morning of each month, the entire Spa team donates
their services to patients and families of Cleveland’s Rainbow Babies and
Children’s Hospital.
For a young child, there are few scarier places than a hospital. A visit
from the John Robert’s professionals means that the daily hospital routine
of poking and prodding is replaced with hair braiding, manicures, mes-
sages, and makeup, bringing smiles and laughter rather than tears and
moans. “You just start the day off better, and it makes you feel better,”
35
said 17-year-old Ginny Little, a patient at Rainbow Babies.
(Continued)