Pros
Very beneficial business model. As around 80% of the population will suffer from back /spinal pain at some point in their life, a business such as Relax The Back has definite value in the marketplace. More than just "pushing product", they have a great business objective of educating consumers on proper back care relative to your everyday lifestyle. This establishes value and trust with customers, which is ideal in this consultative sales environment. In addition to products, the individual stores cross promote a variety of local wellness practitioners, in an effort to provide customers with a truly valuable experience.
Cons
Franchise ownership business model. For whatever great business objectives are developed and launched at the corporate level, the execution at the market / store level can be a hit or miss. The Chicago market stores (Chicago, Lincolnshire, and Northbrook) are an unfortunate example of how bad a "miss" can be! As a consumer and a business person, I have never experienced such a "toxic" shopping or work environment. As a specialty business, there is a considerable learning process for Associates: Understanding the spine, how it functions, behaviors that are beneficial / detrimental, and products to maintain / repair spinal health. As such, it is imperative that Associates receive the consistent training and support from management, to ensure they are able to develop and properly educate and assist customers. This unfortunately for Associates and customers does not happen at the Chicago market stores. Management has absolutely no patience in developing Associates, and exhibit absolutely no professionalism or leadership: Associates are openly berated and belittled in front of customers and other Associates for lack of knowledge or common mistakes. Taking the cue from "leadership", Associates openly argue with and belittle each other. Management talks negatively about Associates to other Associates. Every example of lack of leadership or professionalism you could think of, is exhibited on a daily basis. The worst part of this is the fact that this all occurs regularly on the sales floor, in the midst of customers. Contributing as much, if not more to the toxic environment, is the very open/public feuding between the franchise owners. The 2 owners are sisters and have been in the business for about 18 years. There apparently is considerable differences between the two, which has resulted in an absolutely unprofessional and unbearable environment for the Associates. One owner has been very open about her desire to get out of the business, and as result has exhibited extremely unprofessional behaviors in an effort to lash out at the other owner. Unfortunately, all this has accomplished is alienation of Associates and customers, and an overall de-valuing of a great business model.
