Observant eyes and ears can keep problems in check

When running a busy shop, I’ve discovered that being on the premises day after day can desensitize a manager to obvious problems, even when they’re right in front of you. Just when I think the shop is running smoothly, there’s likely something bubbling that will ruin the perfect image I’m envisioning at my desk. This isn’t necessarily an indication of failure, but proof that an owner or manager can’t see or hear everything, and constantly being in the middle of the action can create blinders.

One of my dad’s most memorable shop stories is an incident from 35 years ago when his own retired dad, who previously owned our shop, visited my dad at our shop and took a tour. My dad was confident that his efforts as the company owner were going well and Grandpa would be impressed. While touring the shop, the old man asked, “When are you going to fix that air leak?” My dad listened for a few seconds, didn’t hear anything and finally responded, “What air leak?” My dad had to be convinced that there really was a leak. Grandpa may have been retired, but he still had the keen eyes and ears of a shop veteran. His observation was spot on: An air leak needed attention.

That incident left a memorable impression and taught an important lesson, which has been passed on to me. The leak was fixed the next day, but it had occurred so gradually that the regular crew never noticed.

Fast forward to 2018. My dad is now the retired one and no less observant than was his dad 35 years earlier.