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August 26, 2025 36 mins
On this episode of The Advisory Board Podcast, host Dave Hansen chats with Nuttha “Nita” Goutier, founder of Sabai Thai Spa, about what it really takes to grow a brand without losing its heart. Nita opens up about the whirlwind launch of Sabai—complete with thousands of franchise inquiries in the very first months—and the real-world challenges of guiding candidates through the fear of making that first big investment.

Together, Dave and Nita dive into the balancing act between single-unit and multi-unit franchise ownership, the realities of $650K–$1M spa buildouts, and why culture can either be your greatest strength or your biggest hurdle when scaling. Nita also shares her blueprint for creating operators through training, systems, and ongoing support—ensuring consistency across every location while still leaving room for franchisees to thrive.

This conversation isn’t just about numbers and logistics—it’s about people. It’s about building confidence in hesitant franchisees, creating a pathway for sustainable growth, and designing a culture that sticks no matter how many units you open.

A special thank you to ClientTether, our episode sponsor, for powering smarter franchise growth and helping leaders like Nita keep their systems—and their sanity—running smoothly.

If you’ve ever wondered how to scale a franchise without losing the culture that makes it special, this episode will give you both the strategy and the inspiration to do just that.
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Transcript

Episode Transcript

Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Guys, I want to welcome you to another episode of
the Franchise Advisory Board, where we bring in founders and
experts and people with practical experience that can share actionable
advice that will help you build a memorable brand that
will thrive. And I've got with me Nita Gutier, who's
actually the founder of Sabai Thai Spa. And this is
a really interesting brand. You guys are gonna love listening

(00:21):
to Nita today. They have been in business for twenty years,
they've got seven corporate locations, they just started franchising less
than a year ago. And she's also you might not
you won't know this, but she's a super mom four kids,
crazy discipline with time management and has some really neat
philosophies that she's going to share with us today. But

(00:42):
before we dive in, you have to know this about Nita.
She grew up in Thailand in a village without running
water and electricity, dirt floors like and she's built this luxury,
wonderful brand and she lives in Canada now. But she
was kind of inspired when she was in Canada because

(01:03):
all the the kind of Western style spas are very
like sterile clean and not like as warm and welcoming
and healing oriented as she was used to collecting herbs
and things that their grandma and providing you know, providing
community learning and wellness and through daily practices in Thailand.
And that's kind of the heart and the soul of

(01:25):
her brand. And that's kind of what we want to
talk about, is she's been able to start to scale
this this empire and now getting into franchising. How has
she been able to keep the focus on the heart
and soul of her brand as the business continues to grow. Now,
before we talk about that, though, Nita, welcome to the show.
Tell everyone a little bit more about you before we
jump into the topic.

Speaker 2 (01:44):
Thank you for having me here. It's such a joy
to share my story to everyone here. Yes, my name
is Nita. I'm the founder and CEO of Sabbatai SPA.

Speaker 3 (01:56):
Sabai mean is.

Speaker 2 (01:58):
Relax come for contentment and harmony and generosity. That's the
meaning of our company.

Speaker 1 (02:06):
Yeah, I love it. And tell us more about your roots.
I mean, what an interesting story. I don't think I've
ever had anyone on the show that grew up in
a village with no running water and electricity. Yeah, that
was a journey, Like how did you get from that
to running a multi unit luxury spa in British Columbia.

Speaker 3 (02:25):
It's a long story. We hope we have ten hours
together here today.

Speaker 1 (02:30):
Maybe the short version, maybe the yes.

Speaker 3 (02:33):
Yeah.

Speaker 2 (02:33):
I grew up with the in not and up Thailand,
in the village with no power, no running water or
power at all because of my grandparent is the first
generation to go to that land to clear the land,
to have the farmland. And they build a house from
the bamboo shack, right, and they have to deal with

(02:56):
the tiger and cobar and you know all those stuff
as well.

Speaker 3 (02:59):
And when my dad is.

Speaker 2 (03:01):
Born there and I see all the the generation we
grow up, you know, we'll be using clay, pop pot
and pan and we don't even have shoe bad feet
all the time.

Speaker 3 (03:12):
And what I learned from what I.

Speaker 2 (03:14):
Grow up is the community that people help each other.
If we have tunette people in a village at that
time when I grow up, and if you're going to
build a house, people will show up without asking. All
the men will come up with the hammer, all the
women will bring the you know, carry the chicken on

(03:36):
the necks. And Reggie from the garden and they come
in and bring the.

Speaker 3 (03:41):
Cook the big pot.

Speaker 2 (03:42):
If you want to harvest your raise or your cough,
people just show up. Thirty forty people show up without
asking to help you coughing. I learn the value of
the community, and that is bail me today, Like what
were doing. I always see like the community is the

(04:05):
core of everything you do, which is a bite high
spa And of course when I grow up with no
running water or power, that means we don't have anything.

Speaker 3 (04:17):
We don't have.

Speaker 2 (04:17):
Hospital, we don't have a bite or car. We're using herb.
A natural healing is passive life, right. We eat healthy, living,
healthy thinking, healthy thinking good. Saying good is passive living
and just being, you know, living with the moment and

(04:38):
enjoy and you know, sharing and caring, right, and then
the caring are very very strong in our community at
that time. And I love healing so much, right because
you know, when people get sick working hard in the farm,
you know, we do a lot of time massage herbal
and using some herb, herbal steam and things. It's just

(05:01):
it's just so interesting for me. When I was a kid,
I just see people feel better. I like when people
feel better and then I start to learn from local
healer from my grandma. I'm always curious, and after that,
I just want to learn more. I did not go
to school. I go to school for just a very
short time, just elementary school. After that, I just went

(05:22):
to the Stasian School and then massage school, and I
just learned more about the natural healing and hoslytic healing.

Speaker 1 (05:31):
Yeah. Well, I think you and my wife would get
along very well. Forever. The conference with me a lot.
I'll make sure you can talk to each other because
she's she's actually doing a natural healing course online right
now to get her Master Herbalist credential, so like, but
we this is a regular conversation that we have.

Speaker 3 (05:49):
Yeah, I'd love to get to know with her.

Speaker 1 (05:51):
Yeah, I think you guys would get along great well.
And Nita, thanks for sharing part of that journey. Let's
let's shift so many years later obviously it wasn't it
was you didn't leave Thailand yesterday, right, So many years
later now you've you've built this brand, uh, and you've
and you've been kind of infusing into the brand these
principles of heart and soul and community and these different aspects.

(06:15):
So uh, but it's it's not easy to maintain that
as you go. When you have one location much easier
two locations, it starts to get harder. But when you
go to seven corporate locations, what we want to talk
about today is how have you been able to maintain
that culture, that soul of the business as you've expanded,
because many franchises really really struggle to make sure that

(06:39):
that that experience that the customer has when they walk
into U sab Thai Spa in one part of the
country should be the same in the other part of
the country. It's the experience that people are paying for
and the services right experiences first though, typically in the
consumer mind. So let's talk a little bit and break
down how what are some of the ways you've been

(07:00):
able to kind of capture and then systematize this culture
that you've built out.

Speaker 2 (07:06):
Yeah, because I grew up with very warm culture all
right in my country. You know, I work with many
SPA hotels in Thailand, is a way, you know, very
high hospitality in Thailand. And then I moved to Canada
working in different spa you know, different medical spa or
different you know, clinic spas on I just noticed like

(07:29):
one thing that's missing is it's the feeling the cultural
all right, is because the treatment experience is I know,
the way there's coal here, you know the culture a
little bit, but also you know the treatment is small,
like a transaction. And that when I that what I
think on that time, I said, Okay, I need to

(07:52):
open the Spiti Spa. I need to open a space
that people can have to experience. You know, I want
people to fe you the journey, the experience after the
service and the care after as well. And that is
my whole goal from beginning on the first location, before
I even do expansion of franchising is my one purpose

(08:13):
is to get the people to have that experience. And
massage should be passive routine because people here when they come, oh,
I only go to get massage when my anniversary or birthday,
you know, twice a year some things.

Speaker 3 (08:29):
Some people never get massaged. I said, no, no, no.

Speaker 2 (08:31):
In Thailand, massage is part of life is you know,
we go weekly twice a week. It's just passive routine.
It's like going regular exercise or or chain for your car.
It's just it's like a routine. I want to change
that here and I want people to have warm cultural
experience and the whole journey. Uh, the SPA, they're coming

(08:52):
in to have the full experience. That's why when it
first opens, five tie SPA thinking, I want to be
to feel five senses, you know. The first they're coming
in the site to see the sow attach the test
and that's to take care of. With the first step,
they're coming to the by high spot. They feel the
travel to Thailand without getting on the airplane, the smile,

(09:17):
the high hospital hospitality of welcoming and greeting, and care
for that person that's coming in, a truly care for
that person the whole journey. And that's a key of
a business, is the truly here.

Speaker 3 (09:35):
Of the customer journey. Yeah, and the experience.

Speaker 1 (09:39):
I love that. Let's let's talk about it a little bit.
You mentioned the five senses, and this is interesting because
I know I'm sure other people are thinking about some
of these things too. But how do you break your
experience down into the five sense categories? And then I'm
going to ask you afterwards, now, how do you make
that right? Right? Because it's easy to do it once,
but yes, you're fifteen times a day in seven different

(10:02):
locations that that's that's that takes a lot more effort
as a as a franchise or as a founder. So
how do you do that?

Speaker 2 (10:10):
It's we just convert all those into systems.

Speaker 3 (10:14):
Right.

Speaker 2 (10:14):
The first thing like site is site is just what
you see right, very soon you see you come in.
Our lobby is build like home. Right, I feel that
you're coming to my home. You know, it's just warm
as you got warm teak wood. The whole journey, the experience,
and the first that you come in, you already feel
that you transported. It's already take care number one. And

(10:36):
then number two is the sound, right, we have on
custom music that actually we build our on music that
followed with the heartbeat, the flow, the sound, we have
a different path. And then we have the Thai instrument
that coming in is unique, the unique music that already

(10:59):
calming you down before your treatment began already right. And
then and then after that it's the smell, right, the
smell of the Thai herb is unique ness that you're
coming in. You just you know already the feeling is
that connect to your scent. You also now you're even
more relaxing. And then after that you get the attached

(11:20):
with the traditional technique that we training a team. That
technique that we're using over from Thailand is over two
thousand and five years ago. We have a certain signature technique,
signature move that we implementing to our treatment and after
your treatment is the test of lemon gass. Just to

(11:40):
add to the whole journey and the experience.

Speaker 1 (11:45):
I love it. And now so the these are things
that you guys have created as part of this customer
experience to really kind of transport people to different experience.
And yes, now now you've created this experience, how have
you then lifted it and then set it up in
seven different corporate lias locations? And how are your franchise
is going to replicate that that transportational experience right to

(12:05):
transport people into a different kind of mindset as they're
getting treatment in your spot? How do you make that replicable?

Speaker 3 (12:11):
It's all those five said.

Speaker 2 (12:12):
It's already in system right the way, the way the
lobby bill, the music, the sound, the smell, the test
that passes already taking care of. The one that I
sat would be challenging for people is the mindset training, right,
we in our system and franchising for us, we really
beat people with the heart. We focus on midset training.

(12:34):
We're coaching people mydset. We have a cultural plus program
or training people. You know how to okay three second loow.
You know you have to smile, greeting people, welcoming to
hear the world to you know, what were you to
use and also teach people. You know, have a good
mind is you know, thinking good? You know, say something good,
you know, make yourself feel good and then truly care

(12:56):
for yourself, you know, be kind to yourself. Highness is
one thing that we bring it into our cultural and
you know when you ki to yourself, you know the
same thing. Very simple stuff like a simple brain mindset.
Like you know, if you spell the coffee on your shirt,
you know you don't have to get so mad like,
oh my dad's ruin it. No, it's just just coffee

(13:20):
spilling the hirt. It's okay, not a big deal. You know,
you can tang the new shirt or it's okay right
in that kaya in a in a venti US or
in a team. It's more like a mindset. It's a
cultural mindset. It's being kih to yourself and then when
you kie to yourself, you kie to the person next
to you, and you be kid to the customer and

(13:41):
be kie to the community.

Speaker 3 (13:43):
And that's our cultural brand. Right. And then also we are.

Speaker 2 (13:48):
Looking for people that could fit as well, right, people
who like people that will fit to a brand, not
something or I don't like to talk to people, but
I want to have your brand.

Speaker 3 (13:57):
No, right, Okay, we have to find the.

Speaker 2 (14:00):
People that care for their community, they care for other
that they like people.

Speaker 3 (14:06):
And I have the entrepreneur mindset.

Speaker 1 (14:08):
Yeah, I love that, and so let's talk about that
hiring process for me, because that's hard one. Actually, I
got to take a step back. Mindset training, Uh, how
do your how do your team members respond to that?
Because I think some people listening might be a little
skeptical and say, really, you spend a lot of time
training hourly employees on mindset and self care that some

(14:31):
people might be skeptical about that. But how do you
how do your how do your employees react? Your staff
and your team members, how do they react to that
type of investment you're making in their well being? Oh?

Speaker 2 (14:44):
For me my own experience, when I talk to my
team and doing that, they're just like a wow, thank you.
I didn't even think this way or see this way,
and then when we explain that, they just like a
thank you so much, and I feel batter, I reform better,
I communicate to COSTMO better, and costmo le turn and

(15:05):
they see the whole picture better and then actually they
become a better worker because of that very small miset training.
I think it's very important for a lot of company
to invest on training the team on the myset instead,
you know, just production only. Production come when the my

(15:26):
set is there.

Speaker 1 (15:28):
Right, yes, good production right, yes, yeah. I love that
production comes when the mindset is there. I feel like
that's a missing piece, a very Western culture thing that hey,
let's get to work, let's have symptoms and processes and
KPIs and this measure performance and it really we live

(15:48):
in the rear view mirror where we look behind us
at the numbers a lot. Yeah, but rather than look
at the present and live in the present and focus
on the present state of the employees. That's a very
Eastern culture approach. I really like that a lot.

Speaker 3 (16:01):
You will have that goal anyway.

Speaker 2 (16:03):
Look, I think it's it's a different way of sliding apple, right,
You can slide apple in a different way, but you
will get to the goal. It's the same, right, but
just you might take a different paths. Right, some people
might cramb the mountain, go to the valley. Oh you know,
just go through it line and by the end is
you get to the same goal, but just how you

(16:23):
get there slightly different. For me, I believe in people.
I believe in people heart and mind. And if people
have the good mind and good heart, and they will
do good everything they do in life, and they can
do anything.

Speaker 1 (16:40):
Yeah, yeah, no, I believe the same. So tell me
about tenure. So if you if your employees are they
feel they they've got to feel different when they come
to work for Sabbatai spat right, and this can become
part of the competitive superpower of your brand too. What
do you find how long do your employees stay? Do

(17:01):
you feel like you have good tenure? Is turnover low
or they tend to be happier in the workplace? What
have you experienced by investing upfront and their well being.

Speaker 2 (17:10):
That way, we have people stay with it that very
long term, some people almost twenty years or fifteen years,
over ten years, and some therapists over five years. We
have a lot of long term stuff and because they
feel like family, they feel like home. And that's the
first thing when I start my business and the first
year on two thousand and five, that what I focus

(17:31):
is on people feeling, not just only customer. Is my
how people are working feeling. I want them to feel belonging.
I want them to feel I belong like home. I
want to guess to feel that they come to spot
they feel to visit someone at home as well. And
that is what I build a business on based on
the cultural of the team right from beginning. And that

(17:54):
it's easy for us now because that's what we start with.

Speaker 3 (17:57):
And then you know, like.

Speaker 2 (17:59):
People work from people work together eight hour per day,
say hey, so many day in a week and a
month a year, you see more than your family and
your friend. How about we treat the people that who
work with us like family and best friends. And that's
what they're thinking. That's how we create the whole cultural system,

(18:21):
you know, cultural class program that get people allie the
same goal and the same you know, like a vision
of life and work and everything, and you know, teach
them same thing they say that you know, work together.
You see you come here, it's like you treat your
coworker like your friend and family, because they will become
like your friend and family because you for so many

(18:43):
years and you know, might as well just do that
right from beginning. And people seem to accept that very well,
and they become their best friend and the best family,
and they're happy to work together because when they're happy together,
they want to work together for long term and they
don't want to live there a coworker.

Speaker 1 (19:01):
Right, yeah, And I'm sure there are many times where
it doesn't work that way. You think you hire the
right person, how do you protect that culture when maybe
you've brought on somebody who it turns out not to
be the right fit.

Speaker 2 (19:15):
Of course, that would happen with every business, right, Yeah,
if they're not the right fit, they would not They
will wiggling themselves out right. They just you know, they're
not fit in. They're just not comfortable and they just
they're not interested in the cultural stuff and usually they
will remove themselves out very quickly.

Speaker 3 (19:34):
Yeah, yeah, yeah.

Speaker 2 (19:36):
Usually when we go to the interview process, you know,
we're looking for people that who care for their community,
care for themselve and care for others, and they are
people person. If they have those they will love our
concept and they will love our brand.

Speaker 1 (19:53):
Yeah, I'm sure, I'm sure will. It's the law of attraction, right,
like you put that out and then it should attract
the right people. Well, I feel as a person that
runs a company, it's also our responsibility to protect that culture.
You find people that are that are in our teams.
Somehow they made it in. They seem like the right person.
Maybe something changed in their life and they've changed, they're

(20:15):
no longer the right fit. It's important we also protect that.

Speaker 3 (20:19):
Yeah, we have a lot of people returned.

Speaker 2 (20:20):
I guess it's quite you know, many years go by,
men they say, oh that was a new to walk
with us before.

Speaker 3 (20:26):
Now they return and it's another one return.

Speaker 2 (20:28):
And it's such a joy for me when I see
people I love working here.

Speaker 3 (20:33):
I love to hear that. That's my joy.

Speaker 2 (20:36):
That's my successful you know, that's not about how many
locations I have. Is my successful is when I'm here.
I love working here. I see people happy and the customer.
You know, I feel morely lacked, I feel more calm.
You know, my week are better because I'm coming to
the saby And that's such a joy for me. That
is my driving, you know, that's keep me going and

(20:57):
keep me like a you know, boost me up with
full of energy.

Speaker 1 (21:02):
Yeah, I'll bet, And I think that because of the
way you've structured the business, it's got to provide that
same sort of impact and energy and excitement for your
team if they if they're really buying into the culture. Yeah,
and so need that. One of the things I wanted
to ask you about it is about you mentioned earlier

(21:24):
on like there are kind of three pillars for what
makes your culture and your the soul of your business different.
We've talked about some of this already, so care of
the customer, care of the team, and care of or
engagement with the community. I feel like we've talked about
your team quite a bit. But how do you what
are you guys doing uniquely to maintain that culture of

(21:46):
caring for the customer and caring for and engaging with
the community at scale, at the multiple locations that you're running.
How do you ensure that's happening and that those locations
are successful in those two areas.

Speaker 2 (21:57):
Yeah, we put that into system beautifully, and it's very
easy to implementing now because we are in there for
so many years now. We just put that into a system,
you know, how we engage with the community, how we
engage with the staff, and how the STOP cultural would
be you know, like we just for me. I'm just
so happy this part is so successful with our brand,

(22:19):
with the cultural we know it down and I'm just
so happy when I see the Stop hang out together
outside we're working, they have activity, activity together, they go
gathering together. It's just like, wow, this is successful. You
know when you build this, you know, this kind of
brand and people happy work with you and happy to

(22:40):
hang out outside of the work together, and just it's
just so joyful to see that. And what we did,
we just put everything into a system, right, you know
the way we do. We just convert the culture to system.

Speaker 1 (22:53):
Yeah, can you tell us more about the system, like
how did you systematize those parts of the business We
talked about the five senses, Yeah, the community out, Yeah.

Speaker 2 (23:02):
The community, like what we do, like we will have
a certain system that Okay, we're going to engage you know,
like we open up for the community to come up
with raffle or sign auction or even the soccer team, communities,
local school or hospital.

Speaker 3 (23:19):
And things like that.

Speaker 2 (23:19):
We very engaged to the logo market, you know, event
and things like that. We always show up for the
logo stuff and the logo we know as very well. Right,
Usually we give a lot to the logo like that
path of our business here and that that become a system.
Now we we convert that to a system. Now, okay,

(23:41):
we're going to do this much for this community, do
this much for this community, do this much community. And
we have all the system in the back end behind.
It's so easy to track, so easy to manage to
after that link like to even the logo. The spot team,
they can take a brand and then they can just

(24:03):
go to local community. You know, they progest certain keep
cerivicate from a spa. You know, thirty percent will go
toward the team sport team, right and that's what we
do and things like that, and just that you can
apply to every every team in the same system.

Speaker 1 (24:20):
Yeah, so that's neat. So you guys have systematize kind
of a fundraising mechanism to engage whether they be back
to those teams. And that's neat.

Speaker 2 (24:28):
We have a system for it. I did con work
into a system. It can be done so much before
and we didn't have system. And after that, Okay, how
about we conwork does to be a system and actually
it's pretty easy to do.

Speaker 1 (24:40):
Yeah, that's fantastic. And you mentioned before you do some
other charitable work in the communities. What how does the
team participate in there? How do you Because if it's
just the owner or the manager and the corporate stores
that's out doing it, then it won't have as much
impact on the team. It doesn't feel like it will
be as much of a culture to give back to
the community. How you involve the whole team, all of

(25:02):
your all of your estheticians, massage therapists so that they
all feel like they're part of that culture of giving
back to the community.

Speaker 2 (25:09):
Yeah, we asked who want to joy to this event
and things like that, you know, who want to warrante
you at the time to get there and then they
get paid well day time warranteer at dat time as well,
and everybody happy to warrant here to get there.

Speaker 3 (25:21):
We've got to get paid we aren't here.

Speaker 1 (25:24):
Yeah, that does help help, and it's fun.

Speaker 2 (25:29):
It's fun and people love it because it's a little
bit of chain live in. All engagement is just keep
people proposed and excitement do something different.

Speaker 1 (25:40):
Yeah, yeah, you said the word purpose right, Like it
gives them a purpose and sometimes when we when especially
when we're working. I just had Scott Greenberg on the
podcast episode went live today, but he talks a lot
about how do you engage with an uplift and support
these hourly team members so they feel like there's more
to it. He and I didn't talk about that part

(26:00):
of it. We didn't get to it, but but you're
bringing it up. So have you seen, like what kind
of an impact have you seen with your team members
when they finally get the purpose? Like, how does that
impact their behavior in the workplace when they when they
you've systematized all these processes and try to get them
engagement when they finally get the purpose, how does that change.

Speaker 2 (26:19):
Their behavior behavior on When people have purpose, they have
more energy to give, They have more energy to perform
better because if they have purpose in life to do
something good and then what we offer, you know, what
we offer here is hell and wellness is the best

(26:41):
thing we can offer to people. We help people to
feel good and become more healthy. Our goal in a culture,
in a SPA is we are going to help people
to have longevity preventity.

Speaker 3 (26:55):
Right.

Speaker 2 (26:55):
We want people to get healthy and holitic hilling and
helping people to live longer. Actually, it's a good purpose
for a goal for a company, and I think everybody
like that goal and then they like that purpose and
they want to help, you know, people to achieve it.

(27:16):
You want, you know, one customer at a time. You know,
we just you know, massage should be passive, routine. Salek
care is possibly lutine. You know, we're here to take
care of you and let's us care for you.

Speaker 3 (27:28):
Right, that's that team. Yeah, I love it.

Speaker 1 (27:32):
Yeah, purpose driven organizations always outperform those that aren't. So
I love that you're you're focusing on that and what
a good purpose? Tell me. So, now we've talked about
systems quite a bit, like when we systematize if we've
systematized community overts through some fundraising programs, and and you've
systematized training to help make sure everyone understands the Sabba
Tai way so they can live the culture that you've

(27:55):
built and replicate it. So those sorts of systems make
a real impact on when you start franchising. Now you
can deploy those systems now and the franchise owners can
very quickly recreate your your culture, your experience your brand
at the local level. Tell can you tell me more
about some of the tools and systems that you're using
that help you guys to do those things the training

(28:17):
and the management of the performance and and anything else,
even the fundraising. I'd be curious what tools are you
using and how are you systemaized systematizing those things.

Speaker 2 (28:25):
Yeah, we're using like m os TO and c I
m AI. Like we build a lot of uh, we
do a lot of custom CUSTOMID tool that we're using.
We hire, you know, coding, engineering and building and when
we're spa company, we're using a lot of tech in
all a lot of so many times people are like, wow,

(28:46):
surprisingly you guys using a lot of tech uh into
your spine, won't it? Yes, because we once use tech
or AI to help to free us up more time
to connect with people, right because we want for us
it's all about people, about connection and treat people well.
And then if you can using a system and the

(29:07):
back end to support us to have more freedom to
be face to face with people that drive in on
the back end for me anyway that you know, it's
a whole team that you cay, how can we using
you know, the new AI system to has more time
to be engaged with people face to face.

Speaker 1 (29:27):
I love it. Well, you may know that your you do,
but that's you're you're preaching the same story that I
talk to people about all the time. Technology should be
freeing up the time for your people to do what
people do best, which is engaged communicate. Yes, it create experiences,
share it, you know, and in our world, you know,
show people software in your world, walk them down the

(29:49):
hall and talk to them as they're getting ready for
their treatment. Right, But if they're busy, like filling out
paperwork or typing the notes in the system or something
like that while the person's waiting on them, it's not
a great ch sperience and they're not focused on the
customers experience.

Speaker 2 (30:02):
Yes, yeah, that's what we're missing in here, I think
in a lot of time. Yeah, but for me, I
did not understand the whole system about the you know,
the modern world or AI. But I understand about people
feeling that I'm just okay any too.

Speaker 3 (30:19):
That gives us more time. I would take anything to
improve on that.

Speaker 2 (30:23):
Yeah, we're working on a lot, even the marketing, accounting
and everything. Because I start my business from nothing, you know,
A littly less than a thousand dollars to start my
SPA business. And I have to do a lot of
work doing that, and I start from zero up and
I learn a lot, and then I don't want the
VENTI z or at the entrepreneurs you have the same

(30:44):
journey that I have. You know, I'll create more system
for them. Again, you don't have to go to the
pain point. I'm already done it before, right skip you outdoors,
We support it all.

Speaker 1 (30:55):
Yeah, well, what you just said. I think that what
you said is actually exactly what the industry needs to hear.
And most I think many franchise brands are trying to
live by what you just said, which is I don't
want the owners to experience the same discomfort I did
as I developed all these systems. That's the whole point
of the franchise. And when you talk about marketing and accounting,

(31:16):
some of those things they take quite a while to
get right, especially in marketing. I feel like that's where
most businesses fail, as in the marketing. And yeah, so
tell us, as you've been systematizing those how do you
make sure even you know the the use of marketing
and the message you got the into the marketplace with

(31:37):
how do you sure that that resonates your brand?

Speaker 2 (31:39):
Yeah, we support our doors marketing any way. And for me,
what I would like the owner to focus on is people,
your staff, your customer, your community, three things that I
wanted to focus on.

Speaker 3 (31:53):
The less we help take care.

Speaker 2 (31:55):
We take care quite a large area on that area
because it was not hard for us to take care
on the marketing and support them on the accounting because
we've done the marketing for twenty years. You know, we
go through so many cycle and we learned so much
and be good at it. And then I remember when
I start be set. From beginning, I didn't know about marketing.

(32:16):
I don't know anything, you know, just one step forward,
three step backward and just you know, like a tumble along.
And you know why I want them to do that.
You know, we already done it. We already done everything
you think of. You know, we already try every marketing idea,
experiment has you know, so many different ki of marketing.

Speaker 3 (32:35):
We've done it and we.

Speaker 2 (32:37):
Support that a lot like we go quite beyond then
many Finch Ei Company offer on the marketing side of it,
because marketing is the key of success on the business.

Speaker 1 (32:49):
Yeah, yeah, I agree with you. One. Well, this is
this is I think if we were, if we were
to start to summarize a couple of key points things
it's gona to me, uh Nita, Are that we that
that the franchise or role and your role with has
been to create systems that can replicate the culture and

(33:12):
the customer experience and free up the franchise owner so
he or she has time to focus on the three
key elements of your business the employees, the customers, and
the community. Those are some of the key things I'm
taking out today. Tell us tell it to help us
with a few other summary points. What are a few
of the key things that you would want everyone to

(33:33):
know about how you've been able to replicate and create
this cultural map that that stays consistent over over multiple locations.

Speaker 2 (33:43):
It's con wort into system the end of the day,
the whole cultural is convert into system. Right, it become
a system of culsural system, you know what I mean? Yeah,
you just create in Yeah, we just convert them to
become a system. And that you know, and then also
the culture focus on the people person, right, just the staff,

(34:06):
the customer and the community. And then the other system
like the accounting, the marketing and the training and stuff
like that. From us side that we support, we go
beyond that area and we know it's not extra. It's
a little bit extra for us, but it's not over
extra that we can excel them faster. And this way
if we support, if we have the strong support in

(34:28):
this area, then can they can accel very fast on
what they're doing.

Speaker 1 (34:33):
Well. Now, now that you guys are franchising, you've got
a fourth pillar to focus on. So you've got your
You've got at the local level, you've got your employees,
your your customers, and your community. And now you have
the franchise owner community that you've got to you personally
get to spend a lot of time working with coaching
and mentoring. That's going to be a neat experience I

(34:53):
think for you and for them as you guys are
starting to expand into franchising, need that.

Speaker 2 (34:59):
Oh yeah, that's going to be for me to share,
you know, to mentoring and coaching. I love doing that. Yeah,
I have a lot of history to share.

Speaker 1 (35:10):
This has been great. Thank you for joining us on
the Franchise Advisory Board podcast, Anita. If somebody wanted to
reach out to you because they want to learn a
little bit more about your franchise or just how you've
been able to master this this idea of systematizing culture.
How should they reach out to you?

Speaker 2 (35:27):
You can reach out to survivefinchi dot com, s A
B A I finchai dot com. I'll reach out to
my linked in Nita goot heir in U T T
s A. My last name is g O U t
I e R on linked In. I usually respond very
quickly on linked In.

Speaker 1 (35:46):
Yeah, great, well Nita, thanks for making some time and
the best of luck to you and the team as
you guys keep growing.

Speaker 2 (35:53):
Thank you, dev is a thank you for having me
here and says a joy to be on your podcast.

Speaker 1 (36:01):
Thanks again,
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