Bear with me...I might be onto something.
Say the sump pump needs fixed.
When I ask Steve how long it will take, he will say "oh, 15 minutes."
Then I asked him to clarify, "how much time will it really take?"
"Probably 45 minutes." In what time warp is 15 minutes and 45 minutes the same thing?
I bring this up because a co-worker had a delayed flight (mechanical) over the weekend and we were talking about it. In total, the flight was delayed 3 hours. The frustrating part was that they were getting updated every 15 minutes that it would only take 15 more minutes. Imagine hearing "folks, only 15 more minutes" a dozen times. That has to grate on anyone!
Then the light bulb went off...I wonder if this is just airline mentality? Does Steve live in this time warp? Does everyone that works in the airline live in this time warp?
Why not just over estimate how long something will take, knowing very well that it will take less time? That would make everyone happy.