This short YouTube excerpt (by Chris Collins) delivers operational advice: focus on system design rather than treating symptoms, use financials and direct tests (calling the shop) to detect failures—notably that phones often go unanswered, especially on Mondays—and staff/organize proactively to serve customers.
Think about the system first, not the symptoms. You will get lost in the symptoms. Like, I don't. Are you at the point where when people tell you what the problem is, you don't even hear what they say because you. I already know. I know by looking at the financial statement that nobody's answering the phone. Yeah. But I will, I will call in front of them to prove the point. And then, even then, a lot of times people will be like, oh, well, that's, that's rare. It's because it's Monday. We're like, well, yeah, well, Mondays ends up being the day where most people call. Yeah. From the weekend. Right. Like, why wouldn't we be staffed up on Monday? Yeah. Like, yeah, we control this. Like, it's up to us to build a system that, that serves the customers, not the other way around.
