Because the utilization of the technician is a significant factor in profitability. What were the reasons for it being less than optimal? Where might an operator slip up in utilizing the technician effectively?

A natural tension arose because salespeople, driven by unconscious bias, would estimate what a customer could afford and adjust prices accordingly. This led to optimistic quoting, which sometimes resulted in losses when engineers found issues on site that weren't accounted for in the initial quote.

Because the utilization of the technician is a significant factor in profitability. What were the reasons for it being less than optimal? Where might an operator slip up in utilizing the technician effectively?

In smaller businesses, the owner often knew more than the technician, so there wasn't much tension. They were given their work, knew exactly what to do, and completed it efficiently.