Out of the Crisis.Org

[Louis Altazan]

"Hi Mr. Jones, how can I help you today."

"I would like to make an appointment for my truck, the check engine light is on."

"Sure, by the way, how is your car doing."

"Great! You did a perfect job on the alignment, it has never driven so well."

We all know from childhood that nothing and nobody are perfect. In a sense this is certainly true. The term can also be relative however. For example, perfection is often defined as having no flaw or defect. We have all heard comments like those above, they represent a well satisfied client.

By that definition, the paper on which I am writing is to me, perfect. Every sheet meets my needs and there is no flaw nor defect I can ascertain. In reality, every sheet is slightly different in width, length, thickness, color and many other characteristics.

The point is the capability of the manufacturer far exceeds my specifications for use. To me each sheet is perfect, as far as I am concerned.

Perfection, is relative to use and to the client. The key, in my opinion, is to fully realize the specifications (e.g., wants, needs, desires, etc.) of the client and then determine if we can exceed them, by the widest margin possible. Sometimes this involves increased capability but often it is merely a matter of listening.

This may seem very simple, but it is very often not done in business. In fact many time very good service can be considered poor, for this reason. For instance, suppose Mr. Jones [above], with the same alignment, added another criterion [specification]. He needs it done in fifteen minutes. The job is done, same results as before, but it takes an hour. He may now be disappointed or even angry, even though the work done was of the same quality as the work above.

In this example the specification [time frame] could not be met. The technician performs excellently, the vehicle drives perfectly, yet there is dissatisfaction. The shop may judge the client as unreasonable, but is he?

In order to satisfy the client, I feel the responsibility is always upon the shop to fully understand the specifications. If they cannot be met, a good deal of hardship might be avoided by explaining this, before the job is undertaken.

No shop can meet every client’s specifications every time. I think most shops can come closer, many more times, if they more fully define the clients needs. Perfection is relative and perceived. In many cases, management has far more to do with this perception than the technician.

_________________
Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA

[Dave]

Louis,
You use the word specifications, I find it easer to use the word expectations.

And yes, I agree with you. It is the shops job to find out what the client expects out of the shop and the work that is to be preformed. By making sure that all parties expect the same thing, the process goes along much better. This applies to perfect repairs as well as the not so perfect ones. In most clients eyes, if the expectations were met, the repair was "perfect".

In reality it applies more to the not so perfect ones. If we let clients know up front that the repairs will not make the vehicle "new", or that we fixed one problem but now they may notice other issues. When something else happens they are not surprised by it, they expected that it could happen.

Check engine lights are a good example. Let the client know up front that we fixed this problem so now the light is out. But, after the computer runs all its monitors the check engine light may come on again. If it does, please call us.

Unmet expectations are where most problems in life arise. Communication goes along ways to help get people on the same page. But, we have to remember that communication is a two way street, just because I talked does not mean that you heard what I meant to say. But, that is the topic for another post.

[Louis Altazan]