A Manager's Dilemma
 "Take care of yourself and treat others fairly. It makes better people who do good things. Better people translate into better business," I That's the simple management philosophy of Tom Gegax (pictured), founder and CEO of Tires Plus, a tire retailer with over 150 stores scattered across 12 states and revenues approaching $200 million. In an industry with extremely aggressive competitors, including retailing giants Wal-Mart and Goodyear, Tires Plus hopes to expand nationally and double in size in the next five years. And Tom's simple philosophy likely will play an important role in whether or not that goal is achieved.
 Tomfs managerial philosophy resulted from his having to deal with three significant personal crises (a divorce, cancer, and a million-dollar business deficit) in a single eight-month period, He said, N As long as our lives seem 'to be going 0K, we don't get on the path for personal growth. It often takes a wakeup call." Forced to change his life for his own personal wellbeing and for the survival of his business, Tom recognized that he had to put some bal* ance in his personal and work lives. Making those changes it easy, but now he's a wasn firm believer that balanced people are happier, healthier, and more confident/ all of which benefits their employers as well,
 For Tires Plus, this new philosophy resulted in several changes, including a new employee fitness center at the companfs Minneapolis headquarters and adopting the lary guage and culture of sports as a pattern for the company's structure— for instance, store managers are coaches, salespeople and mechanics are teammates, anåthe company's operations manual as the playbook. Ultimatelyv Tomc believed that" thesechangese would help employees3to take— better care ofthemselvesat€ then take better care-oftus-— tomers. Since customer service critical in this industry must provide exceptional -cuse tomer service if the company is—e going to reach its goals.
 

Now put yourself in Torn's What managerial skills should he encourage his coaches (store managers) to use to ensure that all the company's teammates (employees) do what it takes to please customers and help his firm reach its goal of doubling revenue in five years?
 WHAT WOULD YOU DO?