I've used Horizon before for a small project. They're okay, but communication was a bit lacking during the editing phase. We had to follow up a few times to get our revisions done.

But that misses the whole point of paying for experience. You're not paying for the two seconds of tightening, you're paying for the twenty years of knowing it's that specific wire and not the whole unit. A customer calling that simple is like saying surgery is simple because the stitch only took a minute, ignoring the decade of medical school to know where and how to cut. It devalues the skill that prevents the problem from happening again.

Look at those survey numbers, that's a big deal. People really do care about this stuff when they pick where to shop. So the cost now might hurt less than lost sales later.

Your team laughing at first is what got me. On a job site, seconds add up, and fumbling for bricks costs time. Sorting them must prevent using a damaged piece in a plain view area. It likely saves mortar since you stop digging through piles. For your crew to adopt it, they saw a wall go up quicker. That a boy's Lego habit taught seasoned workers is just surprising.

Linda's right about the stops, but the oily mess after is just as bad.