Great Expectations, Disappointing Results

I try to be optimistic. Really, I do. I go places desiring to be impressed. I want to put people at ease so I can see their best. Yet, these days, I am often disappointed. It astounds me how little service industries train or imbue the best practices of service. Every service person should start by reading the little book, Raving Fans. Its secrets will go far to improve any service business.

What started me down this road today? More like this week. I have spent the last four days trying to have annual services performed on my two sports cars. Annual service – easy, right? Not so much when you find there are errors of previous services that must be corrected, when dealers send wrong parts and distributors send defective ones. It’s a comedy of errors.

How does this happen? First, a lack of attention to detail. In the 2-seat convertible, the previous service center incorrectly installed what has ended up being a defective battery. Just throw the battery in the tray behind the passenger seat. Don’t bother to tie it down – it’ll be fine. Not only that, I had to go back to them after having it done because the tech didn’t finish the job by resetting the electrical system computer, so everything operated correctly. It takes a minute to accomplish. Seriously? Shoddy workmanship. I’ll never go back, and I’ll tell my car enthusiast friends not to go there. How much will that damage their business?

Next, the 2-seat coupe had the incorrect type of battery installed by the dealer, no less. Who wants a lead acid battery, a type prone to leakage, installed behind the passenger seat of a high-performance car where it will cause untold damage and corrosion? The car comes with an Absorbent Glass Mat, or AGM, battery. These are superior in virtually every way to lead acid batteries. Why would a dealer make this mistake? Again, attention to detail and product line knowledge are missing.

Last, the ordered replacement battery is defective and must be sent back. How is it a distributor can deliver a battery whose walls are bulging, indicating a basic material defect? Again, attention to detail and care about quality.

Notice a theme here? Attention to detail. An engagement with the product. A concern about satisfying customers. A care for preservation of the final product, in this case, the automobile. You’re in the business of caring for cars – show that you actually are concerned about preserving them, making them last! Ostensibly that’s the core of why you have this job, for crying out loud!

On the positive side of all this, it appears I have found a company that does all these things. Finesse Auto in Seattle. Thorough, honest, involved, communicating concerns, offering thoughts, recommending solutions, engaging in discussions. That’s my kind of organization; one I want to establish a relationship with. With the particular cars I have, this is no small ask. They are rare and exotic, which makes it difficult to find qualified and quality driven dealers to service them.

One would think this not to be an issue, that the higher the price paid for the commodity, the more likely quality service is available. In fact, the opposite is true. Two factors lead to this problem: few service centers have the brand knowledge and access to data, and two, the scarcity and high turnover of experienced mechanics.

I have owned these vehicles for seventeen years. In that time, I have found several dealers and service centers I would never go back to, and only one dealer and two independent service centers whom I trust. There are two reasons for that trust. One is the culture of the organization – is there an enthusiasm that permeates the place, are they involved with their customers, are there processes they adhere to? The second is the individual techs with whom I have built a relationship. The ones doing the actual work. Do they follow the mantra set by the organization, are they passionate about their work, about what they produce?

It’s not rocket science. It’s dedication with an enthusiasm to perform at a high level. That’s not difficult. It’s simply not accepting mediocrity; do your best! If you can’t find it in you to commit to that, the job is not for you. Do yourself and all the rest of us a favor and go find something else.

As for all you owners, don’t put up with mediocrity. Demand commitment. I know, good people are hard to find. But here’s the hard truth: You won’t find any if you don’t commit to a high standard and demand your employees do, too. Set the tone. Adhere to excellence. Don’t tolerate those who do not.

Business owners complain it’s not that simple, that finding good people is hard and keeping them is difficult. I ran and owned businesses for twenty-five years; that argument is not a solution.

I counter with it’s not tough if you are committed to finding and keeping them. Don’t give them a reason to leave, give them reasons to stay. That means learning to service your employees. Be a servant leader. It’s a commitment to excellence, to showing the way, to finding the reward in its execution and letting everyone in your organization experience that.

It comes down to caring for people, doing your best and taking pride in what you do. Don’t just aspire to it, practice it.