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Introduction to Lacey's Business Approach: Lacey describes their business environment as reminiscent of the Wild West, emphasizing a more intuitive, less numbers-driven approach. They rely on creating a comfortable, family-owned atmosphere in their retail store, which includes unique icebreakers like massage chairs to engage customers.

Employee and Customer Interaction:

• Retail Strategy: The massage chairs serve as a great conversation starter, breaking down the usual sales barrier and making interactions more relaxed and personable.
• Employee Engagement: Lacey values having employees understand different aspects of the business. She suggests that even accountants should spend time in the field to grasp the bigger picture and foster mutual respect among various roles.

Demographic Shifts and Business Impact: Lacey notes the influx of people moving from larger cities to smaller areas, impacting the customer base and bringing in new business. This trend is observed across different regions, including Florida.

Generational Perspectives and Work Ethic:

• Generational Aspirations: Lacey contrasts the older generation's work ethic with the younger generation's pursuit of happiness, highlighting a shift in values and aspirations.
• Work Hard, Play Hard: She emphasizes the importance of maintaining a strong work ethic while balancing it with enjoyment, hoping this philosophy endures despite generational changes.

Communication and Understanding Roles:

• Interdepartmental Understanding: Lacey stresses the importance of employees understanding each other's roles to improve overall operations. This includes acknowledging the challenges faced by different departments, such as service, construction, and retail.
• Builder and Service Coordination: She advocates for better communication between builders and service professionals to ensure pools are designed with maintenance in mind, reducing future service challenges.

Employee Motivation and Integration:

• New Hires: Lacey explains that new hires typically start in service to learn the basics before potentially moving to other areas like retail or construction. This method helps determine their best fit within the company.
• Seasonal Employment: She notes the value of employees who can transition between roles, such as selling spas in winter and working in construction in summer, enhancing their utility and job security.

Industry Connection and Growth:

• Networking: Lacey highlights the importance of connecting with industry peers across the U.S., both through monthly calls and attending national or localized shows. This networking fosters learning and brings new ideas back to the business.
• Employee Development: She believes that exposing employees to the broader industry context is crucial for their development, helping them see the bigger picture and strive for personal and professional growth.

Closing Remarks: Lacey concludes by reinforcing the benefits of involving employees in the larger industry dialogue, encouraging them to bring back new ideas and positively impact the business. This involvement helps in making informed decisions and fosters

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