I spent 'a week' in an auto repair shop one day recently and watched an energetic guy wearing yellow rubber boots while waiting 3-hours for an 'about-an-hour' work on my car.
This guy was fascinating - 'Boots' was in perpetual motion – heading toward the parking lot, the front office, the mechanic bays and elsewhere. He showed a sense of purpose and moved with great determination. But he never made it to any destination before changing course – off to a different one - lickety split!
Fascinated by this constant activity, I flagged down Boots and asked what he was doing – “Keeping this place organized and working!” was his reply. Interesting; I never saw him touch a car or accomplish any task during the entire time.
When paying my bill, I asked the service rep about Boots and he told me that 'Boots' is of our most valuable employees – this guy is on the move from the time we open until we close.