Efficiency Isn't About Doing More

Early on, I thought running a business efficiently meant squeezing more out of every hour. Twenty years in, I see it differently.

Efficiency, to me, is removing the things that get in the way of people doing their best work. Here's what that has looked like for us:

• Walk the process yourself. Every so often I follow a guest's journey or a new owner's first month step by step. The friction shows up fast.
• Fix the handoffs. Most problems live between teams, not inside them.
• Use tools to free people up, not replace them. The right system gives our teams more time with the person in front of them.
• Measure a few things that matter. Too many numbers and nobody knows what to act on.
• Ask the people closest to the work. Our Franchise Owners and therapists usually see the fix before I do.

Move forward confidently by integrating these practices and making efficiency a core value for lasting success.