How many times have you said, "It's fine" to just get by, even though, deep down, you knew it wasn't the most suitable option?

In the hustle and bustle of everyday life, with the pressure to deliver quickly and earn more, it's easy to fall into the trap of mediocrity. We look for shortcuts; we want to save time and money, but that "it's fine" mentality can cost us dearly in the long run.

To illustrate this, I recently moved to a new area and was invited to a business meeting. Finding myself without updated business cards, I sent the artwork to the printer to have some printed for me. I realized the cards weren't cut properly when I arrived at the print shop.

Maybe no one but me would have noticed, but seeing the error, I decided not to hand them out. My reputation for quality and excellence is important to me, and I don't want anything with my name on it that doesn't meet the level of excellence I demand. Yes, the cards were fine, but for me, they weren't.

In this article, we'll explore why the "it's fine" mentality is detrimental to your business and how you can avoid falling into the mediocrity trap.

In the business world, this trap appears constantly.

"Economical" Materials: "After all, they look almost the same; why spend more? The customer won't even notice. I got them on sale and had to take advantage of it."

Mistake! Think about the first heavy rains; those cheap tiles could fail and leave the customer with leaks. Furthermore, they can be prone to cracking or discoloration, which could lead to costly repairs in the future. As Jim Collins says in his book "Good to Great": "Good is the enemy of great. And that is one of the key reasons why we have so few truly great things." Don't settle for less; as Collins says, good is the barrier to excellence.

"Unimportant" Details: "That misplaced nail on the tile won't be noticed. I want to go home now. This thing is fine as it is."

Mistake! What if that tile comes loose with the wind and causes major damage? Or, in a more extreme case, what if one of your employees leaves some nails in a client's yard, and then one of their little ones steps on them, becomes infected, and the situation worsens? That "it's fine" can cost you your entire business. Small details make the difference between a professional job and a botched one. They say the devil is in the details, but that's wrong; the truth is that God is in the details.

"Cheap" Equipment: This applies to human and mechanical equipment in the roofing business. I'm talking about the tools, the machinery, and, of course, the people.

"This guy charges less and is always available, even though he's not skilled at correctly installing tiles. As long as he has a strong body, it's fine."

Well, no, the truth is it's not fine. On the other hand, "That crane is old, but it gets the job done." But beware: a crane in poor condition will not only cost you a fortune in repairs but also put your team's safety at risk. Remember: investing in good equipment, both human and mechanical, is investing in the safety, efficiency, and success of your business.

What are the consequences of falling into the trap of ‘cheap?'

• Bad Reputation: The customer won't stay silent if a job is done poorly. With the internet and social media, bad reputations spread like wildfire! Goodbye customers, goodbye reputation, goodbye business.
• Triple Expense: If you use inferior quality materials or do a poor job, you'll have to do it again. More materials, more labor, and, of course, more risk. Triple expense for you, less profit!
• No Customers, No Business: An unsatisfied customer will not return and will tell everyone about their bad experience. Without customers, your business will go under.

According to a study by analyst Esteban Kolsky, less than 1% of people file a formal complaint when dissatisfied. However, each person shares their bad experience with 11 people. To add to this point, a 2017 American Express report indicates that a third of customers would abandon a company forever after just one bad experience. “It's fine,” my dear reader. It's not fine.

How to Escape This Trap?

Quality First:
 Invest in good materials, even if they cost a little more. In the long run, you'll save yourself trouble and money. Good customers will be willing to pay a little more to receive a higher level of quality.

The Best Team:
 If possible, hire people with good potential and experience. If they have good potential and you have a good training system and processes, prior experience is not essential. Sometimes, it's preferable to hire someone with potential and no experience than someone with a lot of experience but unwilling to follow your processes or protocols. A well-trained and motivated team is more productive, efficient, and committed to providing high-quality services. Train your staff and make sure they are up-to-date with best practices.

Eagle Eye:
 Eagles can see things from afar. Wise entrepreneurs see what is happening in real time and how it will impact the future. Have an eagle eye on everything. Observe, analyze, anticipate. This will help you identify problems early on and ensure the work is completed to the highest standards. If your company is already of a certain size, delegate this to someone you trust and have experience with. Don't leave anything to chance. Having a vision doesn't just mean having a dream for the future; it means seeing what others don't see.

The Customer is King:
 Listen to your customers and address their complaints and suggestions. A happy customer brings you more customers. As Tom Peters and Robert Waterman say in "In Search of Excellence": "Dissatisfied customers are your greatest source of learning." Don't fear constructive criticism; use it to improve your processes and offer even better service.

Systems and Processes:
 Good systems and processes ensure consistent quality, which reduces errors and increases customer satisfaction. Create an operations manual, implement checklists, train your team, and hold people accountable. As the saying goes, "People respect what is inspected, not what is expected." Consistency is key!

Don't settle for "It's fine." Always strive for the best because it's better for you, your employees, and your customers. I invite you to reflect: where are you accepting "It's fine" in your business? What concrete action can you take today to break with mediocrity and start building excellence?

Remember, excellence is not a destination; it's a discovery. Start taking small steps toward the best version of your business.