Why 99.9% Just Won’t Do

We can never take a break when paying Attention To The Details. Any lapse in concentration can lead to a blown play and our opponent scoring on us.

Let’s look at a few things that can happen in a service department:
1. Crashed vehicles in the parking lot
2. Parts not ordered for the customer
3. Customers not kept in contact during the day when their car is in for service
4. Changing oil in the wrong car
5. Not putting notes on the back of the RO and the customer coming in to pick up the vehicle
6. Hose not connected
7. Spill from incident causing someone to slip and fall
8. Wrong tires installed on vehicle
9. Subframe bolts not torqued during alignment
10. Oil change done again on a car that just had the oil change done two weeks ago

This is not a complete list of potential incidents. These are some that have a direct impact on our customer’s satisfaction.
There are other shortcomings regarding internal issues we can created for each other. These we scramble around and hopefully get fixed before it affects the customer. But they cause frustration and time loss for ourselves and our teammates.

None of these items above are acceptable. It is imperative that we raise our game and improve the quality of the work we are doing.

Why 99.9% Just Won’t Do
If things were done right 99.9% of the time, we’d have to accept:
• 1 hour of unsafe drinking water every month
• 2 unsafe plane landings per day at O’Hare International Airport in Chicago
• 16,000 pieces of mail lost by the U.S. Postal Service every hour
• 20,000 incorrect drug prescriptions per year
• 500 incorrect surgical operations each week
• 50 newborn babies dropped at birth by doctors every day
• 22,000 debits deducted from the wrong bank accounts each day
• 32,000 missed heartbeats per person per year

Please, make it your personal commitment to yourself and your teammates to pay attention to the details for every customer, every time.
Amor por el detalle!
Pursue Great!

www.facebook.com/PursueGreat