Quality, Confidence, and Perception
I hate departing with my money unless I perceive that I received quality work in return. I will even pay more just to 'feel' like I'm getting a higher quality service or good. Certain things are worth paying more for, but these things are different for different people.
I will pay extra to keep my car looking good and in safe running order. I like my car clean, I fill it up with Super Unleaded because I think it's better (even though it probably doesn't matter), I get the oil changed right at the recommended milage, if anything goes wrong I fix it right away, and I always take it to the dealership where I bought it.
Most people will gasp at the last thing on my list. My friends tell me to find a mechanic that I trust and never take it to a dealer. I have had bad experiences in the past, but so far Chaplins Subaru/Volkswagon has treated me right. I bought my Subaru Legacy GT wagon with 23,000 miles on it and purchased the 3-year or 100,000 mile extended warranty. They have found things wrong with the car and fixed most of them under this extended warranty.
I just had my 90,000 mile service done on the car and wasn't too pleased. Upon leaving, you receive the receipt listing what was done along with the mechanic's report. Problem is they didn't match up correctly.
The receipt listed new oil and filter, replaced brake fluid, replaced spark plugs, replaced transmission and differential fluids, and replaced coolant. All of which I paid, and was listed in parts and labor on the receipt. But then I go to the mechanics sheet and there are two columns, one says 'replaced' and the other 'Ok'. Under spark plugs, coolant, and oil filter it was marked 'Ok' and not 'replaced'. So which is it?
I also told them that if they found anything else wrong to call me and I'd get it fixed the same day. They told me when I picked the car up that I needed new front brakes and left outer CV boot. Another $500 bucks... I told them that the wipers could be replaced and my drivers side doorlock was sticking. It came back with the wipers marked as in good condition and that the locks all worked fine. Did they check what I had asked them to? They didn't even wash the car like normal. What happened?
I have lost my confidence in them due to poor follow-through and inconsistent paperwork.
I then went to get my haircut. I don't have much hair so my only option is getting a buzz cut. I usually cut my own hair, but every now and again I like somebody else to do it. It cleans up the hair on my neck. But since my hair is getting more fine on top, it's hard to get them all even. I tell the person cutting my hair every time to be careful to get every hair. Some take the extra time, but today, the guy just went too fast and left a lot of stragglers. I had to go home and finish the job. I even tipped him an extra dollar.
I get my hair cut at Rudy's, which normally does a decent enough job. I can read magazines while I wait and I like the atmosphere. I usually tip because you never know who you are going to get the next time. I don't know if I'll be going back...
I then took a new pair of skis in to have bindings mounted. This is a rather easy task that involves drilling holes in the skis, then adjusting the bindings to the boot length and skier ability. When I went skiing my skis pinged off three times on the first run. I started looking at them and realized pressure on the toe piece was totally loose. I could lift my toe up and down a lot. I popped out a couple more times on my way down to the base to grab a screw driver. I felt like I wanted my $30 bucks back.
With everything I do, I try to provide high quality work. If I know the work I do is my best, then I have the confidence to justify my position and ask for relative payment or praise. But always let your work speak for itself and stay humble. Give credit to where credit is due. There is a balance between confidence and cockiness. Every once an a while, quality work and humility can be taken for granted, so it's good to send a reminder from time to time. I may have just contradicted myself, but you get what I mean.
It also only takes one mistake out of a hundred for a customers perception to change. Mistakes stand out more than perfection.
There is this need or a feeling to be the best. I could never work for a company that wants to sell on a cheap and quantity platform. If you're not in it to win it, don't bother. The image below is a Bentley ad run in Europe. Simple and to the point. I'd say it's on the cocky side but I included it because it's entertaining. It's open to interpretation. What do you think they are trying to say (besides the obvious)?
