Have you or your employees arrived? You know what I mean, have you climbed to the top and are now just coasting? Last year was a really good year. Have your processes changed since you improved to be #1 in your market. How is the mindset this year? We can all take a deep breath, and relax. Every day is casual Friday, wear jeans! Let them chase you for a change, right.
*Sounds a little scary to me. Here is what I see "complacency". In car lingo its called a "Country Club". Over time nothing good can come of this attitude. Your solid processes have allowed you to improve. Your relaxed processes will allow you to fail. Your tenured staff begins to run your managers. You know the old "tail wagging the dog" routine.
Over the year our focus shifts. Peak season we tend to allow our processes to evaporate. We cut corners so that we can take care of all the customers. We speed up our process that has helped us during the off peak seasons. We make less money, have lower Customer Satisfaction Scores and get frustrated with our staff.
**Asses your processes several times a year. It could be just a passing observation, or documented for future training.
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