Don’t allow your success to make you lazy.
The time to grow bigger is when you are growing.
See interest in your business as the time to press forward into the next phase.
This past week, my family and I traveled to our hometown, and we visited one of our favorite restaurants. This small Thai restaurant doesn’t have great service, but we love the food so much, we always try to visit when we can.
On this sunny Saturday, the place was packed both inside and outside. When we walked in, the hostess asked, “How many in your party?”
I answered, “6”.
She said, “I’m sorry. We don’t have any room right now. Can you come back later?”
I quickly noticed that there was a table for 4 and a table 2 near each other, so I asked her if she could push those two together to make room for us. She seemed perplexed, stating again that there was no room for us. I asked again politely, and she agreed. We ate our lunch, had a great time, and left full of our favorite Thai food.
As we left, I was shocked. I reflected on the situation as both a customer and a consultant. Why in the world would she want to turn us away? This isn’t a 5 Star restaurant trying to create the mystique of always being full. This is a family owned restaurant that needs to care for every person walking through the door. Sending us away, without at least offering us a wait time, only tempts us to go somewhere else each time we come into town. My impression was that they were comfortable with being busy and weren’t looking to do much more.
Don’t fall into this trap. Your business and practice can never grow complacent with success. If your schedule is full two weeks out, figure out how to decrease that time or figure out how to see more patients. If your customers have to wait to be seen, employ more staff. If your space is full, look into a bigger space or a second location.
Whatever you do, don’t become overly content. If you are growing, lean into the growth because if you don’t, that growth may very well begin to slow and perhaps even go away. Business growth is a blessing. Honor that blessing by looking to care for your customers well and enabling even more to show as your establishment gains a good reputation.
Gordon Duncan is the CEO/Consultant of ProSight Success and has trained employees for nearly 20 years.
ProSight Success has several tools to help you with all of this. Our international bestseller, Practice Progress, goes deep into the philosophies above. You can find the paperback at Amazon.
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Of course, Gordon Duncan, our CEO, is also available for private consulting. Email him at firstname.lastname@example.org.
Gordon Duncan is an award-winning educator, salesman, teacher, manager, and writer. He has taught in the public school system, lobbied for school's accreditation, managed eye clinics, led sales' teams, and also publishes books on theology, church, and culture.