Legendary college basketball coach, John Wooden, would preached that it’s the details of how you play the game that matters most, not the score. He also said that to focus on the win during the game did not matter as much as a focus on execution during the game. Sloppy performance during the game usually means a loss. If the players execute every detail to the best of their ability, the score and the wins will take care of themselves.
This concept holds true for the auto repair business. Everyone involved in the workflow process, from write up, to the repair or service, and right up to car delivery must be executed with precision and paying attention to detail.
It doesn’t matter that a 3 hour job is completed in 2 hours, if the car is delivered back to customer with grease stains on the steering wheel. It’s the details of the entire process that count the most. When you have a sloppy workflow process, you will produce sloppy jobs. And that will mean lost business.
The customer can only judge you on what she sees. The customer cannot see the brake shoes you installed, or the timing belt you replaced. But, they can see the condition of the car when it is given back to them.
Paying attention to every detail and executing each step of the process to the best of your ability is crucial. In addition, the work area, the service area and the shop in general must be organized and clean. If your surroundings are sloppy, there will be a tendency to be sloppy with everything else too. And again, the sloppiness is something your customers can see, and they will judge you on that.
Pay attention to detail, pay attention to every step in the workflow process. Execute each step with precision and quality. Don’t worry about the end result or when the car will be done. That will take care of itself if you take care of all the steps in between.