Where are you from?
I am originally from New York, but I was raised in Baltimore
and have lived in Annapolis for more than 20 years now.
What was your career
before franchising?
I was a program manager for Accenture, where I had worked
for the past 34 years before retiring three weeks ago. While I was there, I
worked with fellow Hand & Stone franchisee Jeff Silbert. I always said when
I left Accenture, I would do something completely different because Accenture
was the first and only job I had out of college. I’ve been getting a massage a
month since I was 20 so this seemed like the logical next step.
How did you learn
about the brand?
I primarily found out about it through Jeff Silbert’s
brother Ken, who is also a Hand & Stone franchisee. He spoke very highly of
his experience owning and operating his own spa. After discussing it further
with him and doing my own research on the brand, I decided this would be a
great fit for the Annapolis area because the massage industry is so big around
here.
When choosing a
franchise, what were the criteria you used to make your decision?
I did a lot of research on the brand before deciding to go
with Hand & Stone. I also worked with a franchising consultant who
presented me with several different options and helped me evaluate which would
be the best fit for me. Lastly, I wanted to make sure they had a sustainable
business model that would enable me to continue to steadily grow my business.
With regard to
your previous experience, what skills do you feel helped you in your business?
I made sure to surround myself with good people while I
was at Accenture. My teams always put the needs of our clients before our own,
making sure everything was organized and that the product we were providing
exceeded their expectations. That experience is going to be very helpful as I
continue to grow my new business.
How did you finance
your business?
I have been fortunate in that I have substantial holdings
from my stock portfolio, which enabled me to obtain a security-backed loan from
my bank.
What obstacles have
you overcome to get where you are today with your business?
I feel like I’m a bit isolated from other Hand & Stone
franchisees, being that I’m opening my store hundreds of miles away from
another one. That being said, my knowledge of the area coupled with my
experience as a successful manager will help me to overcome that obstacle while
growing my business in the process.
What makes your
business different?
Unlike other spas, we don’t require a long-term commitment.
We want clients to come back because they enjoy our services and want to
continue enjoying them, not because they feel obligated to by a long-term
contract that they signed. To do this, we place a premium on listening to our
clients, adjusting our offerings so that they leave feeling they got more than
their money’s worth. We are also going to be catering more to men as well, not
just for massages but for facials as well. Annapolis is the sailing capital of
the world, and a lot of guys come in from the seas looking weather beaten. We
want to give them a welcoming environment to rejuvenate their complexions.
How does your
business connect with the community?
Since moving to Annapolis, I have made community involvement
one of my top priorities. I joined the Chamber of Commerce last year. I have
also been involved with Special Olympics with my son, who has special needs. My
job as a business owner goes far beyond what happens inside my spa. Part of it
involves making the community a better place because there is a Hand &
Stone franchise in it.
What are some of your
achievements (professionally or personally) that you think will help you along
the way in your business?
My career stability and success as a manager will be great
assets moving forward. In a series of leadership roles that gave me increasing
amounts of responsibility within Accenture, I was able to learn all facets of
how successful business operates, earning my project management certification.
I have a head for numbers and have lived by key performance indicators my whole
life because I place a premium on making sure my clients are happy with the job
I’m doing for them.
What are your
expansion or development plans?
I am hoping to open more new locations in the next few
years. My plan is to reinvest in the community that has given my family and I
so much over the years. I’m also hoping to open two locations in Florida as
well because my father lives down there and I have a home there as well.
ABOUT HAND & STONE
Launched in 2004 by a passionate physical therapist, John
Marco and now led by franchise veteran Todd Leff, Hand & Stone has 85+
locations in 12 states and Canada with plans to open an additional 40 locations
by the end of 2013. Hand and Stone has a
mission to bring massage and facial services to the masses, tapping into the
“day-cation” market segment. For more information on Hand & Stone, visit www.handandstone.com.
