Give someone twenty minutes to do a job, and they'll take twenty minutes. It doesn't matter if the job could realistically be finished in fifteen minutes, or if it actually needs twenty-five. The time you hand someone quietly becomes the time the job takes.
That's Parkinson's Law, and once you notice it, it's hard to stop seeing it in your own shop.
More technicians. More service advisors. More jobs moving through the bays every week. The more people you have doing work for you, the more this idea shapes how efficient your business actually is, whether you've ever thought about it or not.
The idea is simple enough that it's easy to underestimate. If you tell someone a task is worth twenty minutes, that's how long it tends to take, even if the real job is closer to sixteen minutes or twenty-three. People adjust their pace to match the time they've been given.
We've built some of our own pay structures around this. A number of our employees, including remote ones, are paid on something close to a percentage of the work they complete rather than a flat hourly rate. If we estimate a task at twenty minutes and someone finishes it in seventeen, they're done. If it takes twenty-three, that's a signal they need to find a more efficient way to do it, because they're effectively being paid for twenty minutes of work either way.
It's not a perfect system, but it makes people accountable to their own time in a way that a flat hourly rate rarely does. When someone can finish in seventeen minutes and still get paid for twenty, efficiency becomes their incentive instead of yours.
The obvious risk here is that people start cutting corners to hit the clock. If you're going to build any kind of time-based accountability into how work gets paid or measured, you have to audit the quality of that work on a regular basis, not just the speed of it.
That responsibility sits with you as the owner. You're accountable for the work getting done correctly and for what your people are getting paid. Those are two separate things, and neither one covers for the other. A job finished fast but done poorly isn't efficient. It's just fast.
This connects to something bigger about what a business owner's job actually becomes over time. Early on, a lot of owners are the ones doing the work. Once you start hiring people to grow beyond that, your job shifts. You're no longer just doing the work. You're making sure the work being done by other people meets the standard, on time and to spec.
Unchecked quality problems and inefficient processes are two of the most common ways a business loses money without anyone noticing. If you own an auto repair shop and haven’t looked at where that might be happening in your business, our Shop Profit Leak Diagnostic is a good place to start.
Here's where a lot of owners get this wrong without realizing it. If someone finishes a job in twenty minutes, it's tempting to assume that's just how long the job takes and hand them the same twenty minutes again next time. But that's Parkinson's Law working against you instead of for you. You gave them twenty minutes, so that's how they did it. It doesn't tell you how long the job should actually take.
It's similar to how government budgeting often works. Give a department a million dollars and they'll find a way to spend a million dollars. Spend only eight hundred thousand this year, and next year's budget gets cut to eight hundred thousand. The lesson departments learn isn't to be efficient. It's to make sure they use everything they're given.
The same trap shows up in a shop. Your top technicians will do good work, finish early, and get rewarded with a smaller allotment of time or less flexibility next time. That's not accountability. That's punishing your best techs for being good at their job, and it tends to kill the exact behavior you were hoping to encourage. Real accountability looks more like a structure your team holds itself to, not a shrinking clock.
A better approach, especially once you have more than one person doing similar work, is to have two different employees run the same task and compare how long it actually takes each of them. That gives you real insight into what the job should take, instead of just what one person happened to do with the time they were given.
It's also worth being honest with yourself if you're the one setting the benchmark. If you're timing yourself doing a task you've done a thousand times, or quietly skipping a step because you already know it's not necessary in your case, you're not measuring what a typical employee following the full process can actually do. Decide what you actually want your team following: the shortcut you'd take, or the complete process you'd want a new hire to learn.
It's worth separating two ideas that often get treated as the same thing: how fast something can be done, and how fast it can be done indefinitely.
Think about running. A hundred-yard sprint and a marathon require completely different pacing. You can push your team hard for a short time, but stretch that same pace across a whole year, and it falls apart. Tax season is the clearest version of this in our own world. The pace during those few months isn't something we can sustain across twelve months without burning our team out.
So when you're setting expectations for how long something should take, the real question isn't just "how fast can this get done." It's whether that pace holds up week after week, month after month, without quietly wearing people down.
There's no single number that works across every business, and anyone who gives you one probably hasn't asked enough questions about what you actually do. A lot depends on what type of business you're running, how stable it is, and how much is changing around it.
If a process is running well, employees are comfortable with it, and customers are happy, you can often go a while, sometimes a couple of years, without needing to touch it. But businesses rarely stay static. New software, new equipment, staffing changes. All of that is reason enough to look at a process sooner rather than later.
The people who should have the first say aren't necessarily managers. It's the people actually doing the work day to day. Ask for their feedback directly, and pay attention to complaints even when you're not asking. Complaints usually point to friction, and friction is usually a sign that something needs a second look, even if the process looks fine on paper.
When something is genuinely ambiguous, some employees handling it well and others struggling, that's worth actually studying instead of guessing. Spend a couple of hours with a stopwatch. Time it. Find out where the real roadblocks are. Running a shop by gut-feel works fine until it doesn't, and ambiguous situations are exactly where gut-feel tends to fail you.
Sometimes the answer turns out to be simple. You ask the person doing the work what's slowing them down, and they hand you a five-second fix. Other times it takes a real study to find the actual bottleneck. Either way, the habit of asking regularly, whether that's your team or a business coach who's seen the same problem play out elsewhere, matters more than hitting some fixed review schedule.
There's another reason this matters beyond efficiency. When the details of a process only live in one person's head, whether that's a service advisor's pricing logic or a technician's shortcut, it becomes a liability the moment that person is out sick, takes a vacation, or leaves for good. We've written separately about how documentation keeps a shop from falling apart when someone leaves, and it's the same principle here: write down what the process should look like so it outlives any one person.
If you're not sure whether your shop's processes are actually efficient, or just familiar, that's usually not something you can answer alone from the shop floor.
At Kaizen CPAs, we help auto repair shop owners look at how work is actually getting done, not just how the numbers turn out at the end of the month. Book a call to talk through what a smart review cadence looks like for your shop.
Shop Profit Leak Diagnostic — find out where inefficient processes may be quietly costing your shop money.
How to Foster Productive Remote Employees — five principles for managing distributed teams without losing accountability.
How to Motivate Employees Without Micromanaging or Going Broke — Clay on building peer accountability instead of relying on bonuses or oversight.
How Many Employees Should Your Business Have? — Clay on workforce size as a risk decision, not a fixed formula.
Build a Business That Doesn't Fall Apart When Someone Leaves — why documented processes matter more than any one person's memory.