There's only one mechanic on the island where I live. Every time I drop off my truck it's a surprise. He has zero systems in place. He never gives me an estimate as to when it will be fixed. He only works when he feels like it. His pricing has no structure. And even when it is fixed he doesn't call me, I have to call him.

But here's the kicker - he wholeheartedly believes he's providing great service for his customers.

When you don't have systems in place and your business is dependent on people and their personalities you're operating from a place of selfishness.

Where it's about you instead of the customer.

The absence of structure is chaos. And customers hate chaos. Management becomes a nightmare. Clients leave. Delight dwindles.

Human nature wants predictability. They want to know that the sandwich they order tastes the same as the one they ordered the day before. They want to know what to expect. They want consistency. A business with structure tells your customers that you care. It shows them that you have integrity - doing what you say you will, every time.