When you think of customer experience, fast is not always best. In our everyday lives, the social trend is to want things quicker, or even immediately; however, when it comes to work of any type, it is just as important – if not more important – to get things done correctly the first time.
It may seem counterintuitive, but slowing down to make sure things are done right the first time can get you the results you want faster.
We have a saying in our office, coined by our CEO, Keith McCuen: “Slow down to speed up.”
When I started my career at Rolland Solutions and first heard that saying, I found it a bit baffling. I have always been someone who multi-tasks and tries to get as much done as possible at once, but after attempting to do everything simultaneously, I quickly learned it was impossible. I ended up redoing simple tasks due to mistakes I could have prevented if I had just taken my time.
Keith’s phrase doesn’t mean to work at a turtle’s pace or take as long as possible to complete a task; it means finding a steady rhythm that allows you to move through your work methodically. When you pace yourself, you give your brain space to process, which leads to better decisions and fewer errors.
While it seems simple, adopting this concept is often difficult, as it goes against much of what we have been taught or assume others expect.
We live in a world where performance is often judged by how fast something gets done, but when the speed of work begins to impact results, it also impacts stakeholders. Small mistakes can lead to large change orders. Overlooking a single detail can create a domino effect, affecting downstream teams, causing delays, and increasing costs.
Timelines are everything to a customer. Delays are unacceptable because time is money. If projects aren’t completed and delivered according to the customer’s expectations, operations – and the bottom line – can suffer. Although today’s fast-paced environment demands that we think quickly and respond to issues in real time, not every aspect of a project needs to be done at breakneck speed.
The pressure to move quickly often bleeds into areas where thoughtful execution is more important than speed. The moments where you can take a breath and slow things down are where the real impact happens. They are worth creating. Find the time. Make the time. Be planful. The benefits are exponential, and the customer will ultimately benefit.
It took years of conscious effort to slow myself down, but every time I do, the results are better. Whether it is fewer change orders, fewer errors, or staying ahead of schedule, the outcome is always a better customer experience.
