A short spoken segment from a David Jenyns YouTube video arguing that consistency is essential: organized systems and checklists (e.g., airline pilot pre-flight checks) ensure reliable, repeatable outcomes. The speaker extends the analogy to service businesses (1-800-GOT-JUNK, Shackshine), stressing standard procedures for pricing, selling, and job execution so customers can depend on consistent delivery.
You look at an airline pilot, all they're doing is an organized system of best practices that keep us safe. But you don't want chance to get in the way. You want to know that every single time that pilot is looking at the checklist to make sure that every single button that needs to be pressed has been pressed. Same thing in 1-800-got-JUNK. Same thing in Shackshine. When we know that here's the best way to sell a job, to price a job, to show up and do a touch up, whatever the case might be, there's a way to do it, and we want to be able to go back to our customers and depend on the fact that someone followed the system and we know it was done with a consistent way.
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