In business, achieving stability—such as a packed schedule, skilled teams, and consistent profits—can sometimes breed complacency. When everything seems to be running smoothly, it’s easy to fall into a comfort zone. This phenomenon isn’t unique to our industry; it’s a common challenge across many sectors.
Avoiding Complacency: The Hidden Danger in Business Success
The Comfort Trap
The phrase “fat and happy” might sound appealing, but in business, it’s a silent threat. Success—whether it’s a fully booked schedule, a strong team, or steady profits—can lead to complacency. This happens across industries, and the pavement maintenance sector is no exception. Have you ever noticed this within your own company?
A Real-World Example
Take a Hilton hotel near Chicago O’Hare Airport. Thanks to airline crew reservations, stranded passengers, and business travelers, the hotel sells out almost every night without much effort. But over time, service declined, cleanliness suffered, and maintenance was neglected. Why? Because they no longer had to work hard to attract customers. This phenomenon isn’t unique—many businesses, including medical practices, fall into the same trap.
The Cost of Complacency
For small businesses, complacency can be devastating. I’ve seen companies fail simply because they assumed they were untouchable. Often, rapid, uncontrolled growth plays a role, but the biggest issue is that they stopped working for their business.
A Strategy for Success
The key takeaway for pavement contractors? Never stop hustling. Even if you’re fully booked, treat every customer—current or potential—with the same respect. You don’t have to accept every job, but always respond professionally, even if it’s just to decline.
In my company, we often book out early in the season, but we still return every call. If we can’t take the job, we either try to schedule it later or refer the customer to a trusted contractor. This approach has paid off tremendously—many clients return to us later simply because we handled the first interaction well.
Additionally, referring business to competitors often comes back around. When they have an overflow of work, they return the favor. I call it the “circle of friends” effect—everyone wins, including the customer.
Why Service Matters More Than Price
Many low-bid contractors rely on aggressive online advertising to bring in leads, but once they fill their schedule, they stop answering calls. This leaves frustrated potential customers scrambling to find someone reliable. How often have you heard, “You were the only one who actually answered”?
Building Long-Term Customer Loyalty
A simple but overlooked secret to success: Always answer the phone and return calls. Even if you’re booked, a polite decline is better than ghosting a customer. Taking a few extra minutes to communicate can create loyal clients who will never turn to the cheapest option again.
The bottom line? Don’t let success make you complacent. Keep engaging, keep networking, and always provide top-tier service. That’s how you build a sustainable, long-term business.
