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The Janitor

 

Granted I don’t wear my finest clothes to work, and I wouldn’t think a three piece suit would be a good choice. I wear what’s appropriate, old jeans, a washed out company shirt, and a work bib loaded down with hand tools. The bib I buy off the tool trucks from time to time and as I wear the old one out I’ll replace it. The bib allows me to carry all the daily essentials that I need most often. After awhile, the old bib gets pretty ragged looking and the old shirt starts to show major fatigue. My wife keeps threatening me that she is going to toss some of my shirts and buy new ones. That hasn’t happen yet, but I’m sure it will someday.

 

As you can tell, my appearance is (at times) pretty ragged and probably would make anyone who didn’t know me quite suspicious of whom or what my purpose was at the shop. But that said, what I am, is a mechanic, and a pretty good one. In the mean time, I don’t want to have to be putting on “airs” for somebody just because they don’t like the way I’m dressed… to bad… this is what ya get.

 

One evening … late evening… I was the last one at the shop and I was heading home. I turned on the alarm and headed out the door. My usual ride home is my ever faithful old truck…. Gerdie…. She’s an old truck, a good one though. It’s an 84 Toyota 4X4, runs fantastic, stops on a dime, and looks like hell. I’d drive it to the coast and back and wouldn’t worry about a thing. I think of it as a show piece…. A 25 year old truck that runs like new… hey, we should all have one… why it’s probably due to the expert care she is given. Gee, I wonder if that has anything to do with maintaining a maintenance schedule, and not “over-driving” the vehicle through conditions that would over work the designed capabilities from the manufacturer. I’ve owned this truck since it was new, I’ve serviced everything and anything it’s needed over the years. But back to the story….. I wanted to go home, but old Gerdie had other plans… seems the clutch master cylinder needed a bit of fluid. So I went back … unlocked the door and turned off the alarm… Grabbed a bottle of brake fluid and filled her back up for the trip home. In a bit of a hurry I spilled some of the fluid. I ran back in and grabbed a broom and some oil dry. It was about then that a car pulled up to the shop and a guy came into the office. Me, I was still outside, in fact I still had the keys hanging in the door. Why I even had forgotten to take off my old bib still full of tools.

 

Once I had filled the master cylinder back up I went back into the office.

 

“Anything I can do for you,” I asked.

 

“Yes, is there someone here that can help me with my car,” He answered.

 

“Sure, I can”

 

“But you’re the janitor… I need to talk to a mechanic”

 

Now, I realize that the lights are all off, the place is quiet and I’m standing there holding a half gallon jug of brake fluid, some oil dry and a broom….. I guess, you might assume that I’m the janitor… now wouldn’t you…

 

Well, he did…

 

“Well, sometimes I’m the janitor; then again, I’m also the complaint department, the head mechanic, and the bill payer around here. What ya need slick,” I said.

 

“My headlights aren’t working, the repair shop down the street said this was the place to get it fixed at. They said the connector is melted and there were no replacement parts,” he answered.

 

“Sure, no problem, can you drop it off tonight and I’ll get a look at it in the morning,” I asked.

 

“Well, ok, if you think you can fix it, I don’t want to leave it with just the janitor you know,” he hesitantly answered.

 

“Don’t worry, in the morning I’ll put my broom away and grab my test light.”

 

“Oh, OK, I’ll leave it with you… if that’s ok.”

 

I took down his information and the next day I made the repair without much of a problem. I didn’t call the customer, Mandy did and she didn’t have a problem with this guy, he was a typical nice guy customer. When he came to pick it up though, he asked Mandy if it would be alright if he thanked that nice janitor for taken his car in after hours last night. That’s about the time I came in from the shop, wearing my same bib of tools I had on the night before.

 

The new customer took one look at me, and said, “Oh, could you tell the mechanic that worked on my car that I would like to thank him personally?”

 

“Ya just did,” I said.

 

“Ah, sure, ah that’s nice, but do tell him that he did a great job, oh, and by the way, you’re doing a fine job of keeping this place cleaned up… wonderful work your doing,” he proudly said. He turns to Mandy, “I’m glad you folks have such a nice man on your staff, he’s doing a fine job.”

 

I didn’t have the heart to say anymore about the whole thing. I figure since this guy thinks I’m such a damned good janitor I might as well live up to it… I’ll just keep sweeping up around here.

 

Sooner or later I’ll learn a thing or two about fixing cars. But it is kind of nice being the janitor… heck; people don’t try to ask all those car questions to ya… I’m just the janitor you know. Makes me wonder how many “janitors” are really rocket scientists or something. It’s amazing to me how differently people think of you when you’re not the “guy”. Even though this incredibly thoughtful customer was only trying to thank me… the mechanic, I felt really honored to be thanked as the … janitor. Oh, and for all those rocket scientists turned janitors out there in the world… Don’t worry your secret is safe with me.

 

 

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         0 comments
      The Technician Shortage Is Our Fault, And It's Time We Own It
      Nearly every day, I hear shop owners complain: "There's a technician shortage. We can't find qualified people. There's no one out there." If that's true, then who's to blame?
      The industry? The schools? The government? I don't know how you feel, but who promised us an endless supply of qualified technicians?
      Another common complaint is that young people do not want to work in the trades. Well, if that were true, then why are other trades such as HVAC, electrical, and plumbing growing? What are they doing that the automotive industry is not? 
      Here's the reality we need to face: We do have a problem, but we shouldn't look for someone or any entity to rescue us. Not the government. Not the trade schools. Not the recruiting companies. No one owes us a workforce. If we want great people in our industry, it's up to us. At some point, we need to own up to the truth: Building a pipeline of qualified technicians is our responsibility.
      In this blog article, I will break down the key reasons we are in this situation today and what we, as an industry, can do to solve the technician shortage. Are you ready to look in the mirror?
      Have We Pushed Technicians Away?
      Let's take a look at flat-rate pay. True flat rate, which pays a technician only for the hours they produce, is a controversial pay plan that emphasizes high production levels and creates a competitive work environment that, if not properly controlled, can lead to increased mistakes and a decline in morale and team spirit. Additionally, the stress and physical demands placed on technicians as they age are not favorable to long-term employee retention. What do we do with technicians as they grow older into their fifties and begin to slow down? 
      I have heard all the arguments and pros and cons of flat-rate pay, and I am not going to judge any pay plan. Let the facts speak for themselves. True flat rate has changed in most areas around the country and has evolved into a pay plan that gives technicians some pay guarantee.
      Many shop owners have learned that team morale, along with the opportunity to earn income, is important to technicians and to the company's long-term success. But let me ask you: how many technicians have left or been pushed out over the years because of the old flat-rate pay system?
      Another issue is the workplace environment. I remember being grateful to be hired as a young technician at a local repair shop. While very thankful, the work environment was not ideal. The shop owner kept the bay doors open year-round (I am from New York) unless it rained or snowed. He felt that if the bay doors were closed, customers might think we were closed for business. We had no heat and no hot water. Many of the jobs were done outside, year-round,  in all types of weather. The starting pay was minimum wage, with no benefits, sick days, or vacation pay. 
      Now, again, I need to point out that I was truly grateful for the opportunity this shop owner gave me. I learned a lot working there, and the experience was pivotal in my career. But looking back, I wonder how many people were discouraged by these working conditions?
      While the physical demands of the repair workplace are daunting, perhaps even more critical is the culture. Too many of my generation shop owners preached the mindset of "my way or the highway." We were the business owners, after all. We started our companies, took all the risks, and provided jobs. Why shouldn't we be the ones to set the ground rules our way?   
      Many of us found over the years that the "my way or the highway" mentality was a sure way to isolate employees and make them more likely to look over the fence for greener grass. In other words, it led many technicians to seek employment elsewhere, where they felt they could be appreciated and recognized for their hard work. The issue, however, was that there wasn't much green grass around. Disappointment after disappointment, bouncing from repair to repair shop, eventually led to despair. So, I ask you: were workplace conditions a contributing factor in today's technician shortage?
      Another factor that we are all well aware of is the complexity of the modern automobile. When I started, the work was mostly physical, and you were required to master essentially three vehicle models: General Motors, Ford, and Chrysler. Let's fast-forward to today. The evolution of automotive technology, along with the extensive training and tools required, has outpaced the typical technician's pay compensation, with no clear career path. Again, leading to frustration and insecurity about the future.
      Here is the bottom line: people don't leave their job; they leave their experience. We must do a better job. 
      The News Isn't all Bad; Your Next Steps to Fix the Technician Shortage
      To fix the technician shortage, it will take a combined effort from everyone in the automotive industry, particularly automotive shop owners. Shop owners are in the perfect position to make the greatest impact, not only on their businesses but also on the future automotive workforce.
      First, shop owners must become better leaders and understand that their ultimate success is directly dependent on the people they assemble around them. Any shop owner who mistakenly believes they can build an empire solely on their abilities is destined for serious disappointment. Business owners who think like this will eventually plateau. Without the collective contributions from a team of qualified people, your business will stall; it will not continue to grow.
      Create a workplace that attracts top talent: a clean, professional, well-equipped facility designed to support productivity, teamwork, and a career, not just a job. Build a great reputation in your community by getting involved locally. Become the auto repair shop that people take notice of as "the" place to work.
      Next, shop owners must become more financially knowledgeable. Knowing your numbers and what you need to achieve for a strong bottom-line profit is essential to paying technicians the money they need and deserve. Profit will also allow you to compete with other trade industries by providing a benefits package that has real take-home value and security.
      When it comes to culture, this is where the rubber hits the road. People crave recognition, praise, and a sense of purpose. Despite what you hear, people are not just money-motivated. Once people feel secure in their financial situation, retaining and motivating technicians can only be achieved by connecting with them on an emotional level. You cannot show enough appreciation. Give out praise for a job well done as if your business depended on it, because it does.
      As technicians age, we need to have a place for them. Expecting a 58-year-old to perform like a 35-year-old is unrealistic. We need to be more focused on career pathing. Provide training, skill development, and coaching to develop leaders and mentors within our older workforce. While their bodies may have slowed, the knowledge they have gained is priceless. 
      Our future is dependent on young people entering our industry. We need to give more young people opportunities. Every shop owner across the country should consider hiring an apprentice, then build an apprentice training plan and career path for them. If every shop did this, we could solve the technician shortage within five years. Get involved with the trade schools and high schools in your area. Look into the NAPA Apprenticeship Program. Don't sit on your hands with this one. Do it today.
      Lastly, don't get left behind. Commit to ongoing training for all your employees. Keep up to date with tools and equipment tailored to your business model. Don't try to be all things to all people and all vehicles. Identify your core profile customer and the vehicles they drive, and become an expert on those vehicles and the services you offer.
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