Since 1993, John Robert’s Spa has been one of Northeast Ohio’s great success stories, growing from two employees and 900 square feet to a collection of upscale salons and spas. It has been selected multiple times as one of the top 20 salons in America. During one of the most difficult business climates, Stacy DiJulius, co-owner of John Robert’s, was tragically killed in an automobile accident March 2009. All of this led to questions of whether this company would be able to survive the loss of their visionary leader? Would John Robert’s close? Would they have to sell?
Strategy
“It rallied an already close team even more, to not let Stacy down and honor her legacy, to make sure we continue what all of us have been working for and believing in for so many years,” says Eric Hammond, who started back in 1998 as a manager of the front desk and, today, is the managing partner of John Robert’s Spa.
This is no small feat, considering the loss of their leader, and every business seemed to be reeling from the economic crisis.
John Robert’s had to focus on uniting its leadership team, reinforcing the buy-in of Stacy’s vision and ensuring the guest experience remains something that everyone is fanatical about.
It meant sharing the original business plan of John and Stacy, which was a couple of napkins they wrote on when they were out to eat, the months and days leading up to them starting John Robert’s.
“If everyone gets our vision, then being fanatical about the guest experience takes care of itself,” says John DiJulius.
The results
While most of the beauty industry and other industries were seeing significant drop off in business, sometimes in excess of 20 to 35 percent the last two years, John Robert’s Spa fared substantially better than most. Sales remained even from previous years. How is 2011 looking?
“We are having one of our strongest years in our company history, we are up over 10 percent,” DiJulius says. “It is such a testament to our incredible team. Everyone stepped up, their commitment to the company, Stacy’s legacy and their passion for what they do is so inspiring. I don’t understand when leaders complain about employees today having little work ethic. We have such an exceptional group of motivated employees who do the right thing, all on their own, for each other, the guest and give back to the community.”
What’s next?
“Our plan has always been to open more locations, reach more markets in Northeast Ohio. We are always looking for opportunities to expand our brand,” Hammond says. “We also have a goal to open a cosmetology school that will be called the Stacy DiJulius Academy.”
When asked if there was ever any truth to the salons were up for sale, DiJulius says: “No way; I love this business, and I love my entire team. We haven’t finished what we started 18 years ago, we still have plenty more to do, provide more opportunities and be an escape for our guests from the day to day stresses of life.”
