038: Pam Felix, A Life of Laughter With the D.C. Improv and California Tortilla

Pam Felix has created a life full of laughter for herself, her family, her customers and employees. She’s the founder of the D.C. Improv, a comedy club, and California Tortilla, a casual restaurant that services Mexican re-imagined. Pam says that her businesses are built on having fun and given that California Tortilla has grown into a successful franchise with over 50 locations, Pam’s clearly onto something.

 

Pam joined me to discuss how and why she became an entrepreneur, how she balances her family life as the mother of two children, and offers advice for aspiring business owners.

 

Her journey as an entrepreneur has taken Pam from coast to coast and from dream to dream. She graduated from the University of Buffalo in the 80’s and then moved to California with the intention of heading to law school, only to find herself on a very different path. Pam and her husband live in Washington D.C. with their two sons.

 

In this discussion, Pam shares her wisdom for creating a franchise, her understanding of the connection between laughter and quality customer service, the routines that keep her centered, and the absolute importance of entrepreneurs loving what they do. Listen to the podcast to hear Pam discuss:

 

The similarities between comedy clubs and restaurants Opening the first California Tortilla restaurant in Bethesda, Maryland in 1995 with her friend, Alan The shocking law school “recommendation” from a college professor that shocked her into taking a different path How working in San Diego changed the direction of her life Progressing from waitress, to manager, to owner of multiple comedy clubs Finding motivation and direction in a Mexican restaurant on Long Island Learning what makes people laugh at the Improv and baking those lessons to California Tortilla Why the focus on laughter, light heartedness, and fun have created a culture where employees thrive in and customers love to return to Wacky attention-getting ideas like a sign that read “Over a Billion Bowls of Chili Sold” on the second day CalTort was open; getting burrito ideas from customers and using stickers with their pictures on the wrappers; having customers spin a giant wheel to win free stuff Increased regulations in Washington, D.C. that make starting a brick and mortar business difficult How high rents and a high minimum wage affect small businesses Creating a franchise with 50 locations while keeping the culture and consistency Returning from the franchise headquarters to the store because Pam missed the fun there! Surrounding yourself with great people Empowering employees to make customers happy and management easier Taking a day off alone to visit Mount Vernon Reading the Washington Post at 5 a.m. each day in her favorite char Joel Stein’s column in Newsweek Her husband’s ability to put things into perspective The importance of loving what you do!

Quotes from Pam:

“We went back to the restaurant. We were both so happy to get back in the restaurant and just kind of get our hands dirty. It was so much more fulfilling, so gratifying.”

“It is so important to empower your employees to make your customers happy. If they want to give away a burrito because they made a mistake, they don’t have to call me.