We had the good fortune of connecting with Erik Pampalone and we’ve shared our conversation below.
Hi Erik, what do you attribute your success to?
The patient experience. We have always focused on providing an experience that starts before you arrive and extends after you leave. We strive to provide a seamless experience that has our patients feeling cared for in every way possible. This means we listen to our patients first, and we communicate what we hear back to each staff member that touches that patient. Doing this means we can customize the experience in unique ways beyond just providing exceptional safety and amazing services and procedures. One thing I love to do is find out what music a patient likes to listen to, and make sure that music is playing in their room during their treatment. Every time the patient comes back, they get to enjoy something they already love. That attention to detail is a key component to our success and gives us great joy when we know we have made a difference in someone’s physical and mental health.
Alright, so for those in our community who might not be familiar with your business, can you tell us more?
Naya was born from a desire to help people in an environmentally sustainable way. When we completed our original build-out, we took to heart the impact our efforts and actions would have on the environment. This meant that when we ripped out an old built-in shelving unit, we repurposed the wood and built it into the daybeds for our lounge. When we built the shower, we used a fast growing hardwood that is antimicrobial, anti-bacterial and non-slip. We took steps like this all along the way, and continue to act environmentally responsible as a business and as citizens. It is not an easy or inexpensive way to do things, but to me it is an important ethic of care. After the build out in late 2007, we opened our doors in early 2008, just in time for the Great Recession. It was definitely an unexpected challenge and it meant that we had to overcome much slower growth than we predicted. Twelve years later I think we were better prepared for the downturn caused by the current pandemic.
Any places to eat or things to do that you can share with our readers? If they have a friend visiting town, what are some spots they could take them to?
We live in a sweet spot between Ventura and Los Angeles counties. When friends visit I love going to different spots along the coast. From Venice and the Santa Monica Pier to C Street in Ventura and everything in between. At some point we would have to stop for lunch at Neptune’s Net and watch the County Line surfers.
Who else deserves some credit and recognition?
The love of my life, my wife and now business partner Carolyn, has always supported my crazy efforts and finally decided to join the business to make it better. No business is a straight line and having someone to help you navigate the unexpected and inevitable up’s and down’s has been paramount. She pushes me in directions I never would have taken on my own and has provided leadership in the business that helps us extend what we offer and gives our patients the best care possible. She loves what she does, and it makes a difference.