YEAH, WE WERE BUSY. BUT THEY WERE NEW.

Yeah, but we were busy. 

But they were new. 

These two phrases excellent businesspeople rarely utter. Not because they won’t be busy or work with new people, because they will. In those situations, it is a simple, straightforward statement. Every businessperson, even the excellent ones, uses those phrases to state an apparent moment of business or an employee's skill set. But excellent businesspeople NEVER use those phrases to explain away poor results or inconsistent service. 

Excellent businesspeople know this to be true; you cannot expect to be a busy top-tier business if every time you get busy, you not only deliver inconsistent service but justify it by being busy. If you wish to stack success, new and returning guests must be more than replacements for those who can be lost or run off due to inconsistent service. They must be in addition to, not in place of guests lost to inconsistent service.

Regarding new employees: Shops don’t only measure moments in time; they measure your degree of training, engagement, and planning between those moments.  

Our shop is so Sonic of Phoenix specific that it is impossible to half-heartedly or pretend to engage employees in the Sonic of Phoenix way. Additionally, these shops expose the ill-prepared, disengaged, or underdeveloped assistants’ skill sets. If training and following up on scripts, RBS, accuracy, speed of service, and hustling hops are not constant and consistent, with all layers of leaders on point all the time, it shows in the shops. Again, I remind everyone of the dangers of excusing poor results by hiding behind the good comments. Yes, the comments have been tremendous and worthy of a pat on the back. But the standard is the standard and is the standard whether we are busy or slow, with new employees and old.  

This time of the year, if you want to stack success to get your business to the next level of sales, profits, and income, double down on your training and high-volume habits. A consequence of any successful business is more. More sales, more guests, more assistants, more employees, and more of a demand for high-volume habits. This means more training and engagement to accommodate more employees and assistants to deliver consistent customer engagement to stack more success on top of more success. 

Be at your best while at your busiest, and more will always be an option …