Leading with purpose
2027 ISPA CONFERENCE KEYNOTE
fun work of figuring out how to improve profitability; it should be a non-negotiable.
Pulse: What tells you a business can endure? JKL: Values and work ethic matter as much now as ever— and the ability to be scrappy and figure things out. I believe those are some of the most important qualities that lead to success as a founder!
Leading with purpose
Pulse: What concerns you most when interviewing a candidate? JKL: When I interview, the biggest thing I try to detect is if someone has a perpetual victim mentality where everything is always someone else’ s fault, whether it’ s big or small.
Pulse: How do you make employees feel valued while maintaining high standards? JKL: In leadership and on teams, you don’ t get your goals; you get your standards. And it’ s important that the team understands that every member is seen and valued for who they are, but that there are company standards of excellence and that your customers deserve that. Both can coexist.
Pulse: What do leaders overlook about morale and retention? JKL: Employees and teams need a vision and a north star. They need to feel hope and inspiration, and need to understand why the company they’ re working for is helping others or adding value in the world. A paycheck alone won’ t create fulfillment.
Pulse: How does purpose help a leader through difficult times? JKL: Having a“ why” that’ s bigger than ourselves is the greatest asset because we can lean on it when times are tough.
Pulse: How can spa leaders get better at caring for themselves?
“ The only power rejection has over you is the meaning you assign to it.”
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