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Another bad day at my auto repair shop, but not a bad life

Joe Marconi
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hddm3 Apprentice

hddm3

Posted
Posted

Even after 35 years in business, I am still looking for that one day when things go smoothly. Yesterday, Friday, everything was going fine. We were finished up a few big jobs, the schedule was filling up for next week, the weather was absolutely beautiful and everyone (including myself), was in a good mood.

 

Then it happened; The Friday afternoon nightmare. Just as the clock hit 5 o’clock, things began to fall apart. A brake job, just completed, had to be redone due to defective brake rotors. A BMW which was supposed to have been checked out for safety concerns now has a brake warning light on that was not discovered earlier. And the customer was told that “Everything was ok.” There was still one more car that needed a wheel alignment. With most of my techs leaving for the day, I blew up. “Hey, this 5 o’clock drop your tools and run has to stop”, I said.

 

I was upset, but was I right to say what I said? What I am about to tell you is not an excuse, but it needs to be said. As a shop owner for 35 years and someone working in the auto repair industry for more than 40 years, I have been through more bad days than I care to remember. I do try to be positive. In fact, I preach this to others. But, sometimes, even the preacher sins.

 

This morning I am sitting here typing away thinking about my day. It’s Saturday and my wife and I are spending the day with my daughter and future son-in-law visiting wedding venues.

 

So, when I really think about, yesterday may have been a bad day at the shop. But today is a great day in my life.

Lesson: put things in perspective and judge your life by the good things in your life, not the bad stuff that’s part of running an auto repair business.

 

Let’s hope I can take my own advice.

why do techs have to stay over because writers promiss the world? That's what has to stop. Things happen like this all the time. 35 years in the business you should know. People will never be happy with everything you do anyways.

alfredauto Experienced

alfredauto

Posted
Posted

Its not the techs fault the parts were defective. Its not the customers fault either. Nor is it the shop owners fault. Its really not the parts stores fault either. Can we blame the machinist? The warehouse staff? The global economy?

 

The happy customer ultimately signs everybody's paycheck, and who makes sure they are happy? Hddm3, You expect to be paid for your hours worked but when the job isn't finished where's the money going to come from?

  • Like 2
davine4real Explorer

davine4real

Posted
Posted (edited)

I have felt like that before. But I don't force techs to stay. I immediately let the customer know there is an unforseen delay. I've stayed later myself if necessary. HOWEVER, I do make note of who stuck In there and who DIDN'T! When paychecks come around, I Round up for the tech that stays. When someone wants to bring their own car in on a weekend to use the lift, I'm conveniently NOT available for the tech that bolted. When there's extra gravy work unattended, the stuck around tech gets first dibs. I won't penalize for leaving. But if you don't look out for ME then I won't do anything EXTRA to look out for you. You work for your pay check, I don't OWE you anything else...no extras. It's life.

Edited by davine4real
  • Like 1
Gonzo Grand Master

Gonzo

Posted
Posted

I fixed the 5 o'clock problem.... I close at 4:30. Lol.

 

 

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Mario Collaborator

Mario

Posted
Posted

This is why I don't promise any same day repairs, not even on an oil change!. Crap happens and auto repair is not a cut and dry process sometimes. If it's 5 and the job likely won't be done real soon then I will arrange a ride home for the customer and it's time to go.

 

I have enough signage telling customers that I don't operate as a drive thru (mcdonalds) repair shop that they don't blink when I say no guarantees on same day service. I tell them it will probably will be done but they better have plans for transportation to and from work and don't even think about holding my feet to the fire!

  • Like 1
Gonzo Grand Master

Gonzo

Posted
Posted

I try not to guarantee same day repairs either.

 

 

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Jmazur Apprentice

Jmazur

Posted
Posted

Excellent article Joe! I have been struggling with this myself, and constantly need to remind myself of how much good there is in my life along with the "problems"

  • 4 weeks later...
stowintegrity Enthusiast

stowintegrity

Posted
Posted

I know it wasn't supposed to be the focus of your post, Joe, but I thought some of the other posters might appreciate my thought on this...

 

We often speak to our staff about the level of service we give out customers, and I don't mean to imply it's a one-way street. My techs are reminding me about Mr. So& So, and the issues his car is having. They're quick to remind our service advisors that it's the PEOPLE we serve, not the cars. As a matter of fact, it's company practice to refer to the jobs for the day ONLY by the customer's name, not the vehicle or the type of service. (No one here will answer the rookie who asks who's working on the Ford Taurus, or who's going to get to put those spark plug in the PT Cruiser. In fact, the correct question is literally, "Who's taking care of Mr. Jones, today?")

 

My advice on the 5 o'clock bolt? We had a round table meeting with employees and suppliers alike, and here's what we agreed to as a team: The service advisors would respect the technicians' schedules, and assign work that could reasonablly be completed by 4:30pm, giving the tech a 30 minute window. Our whole team would honor the delivery schedules for the "last minute" parts emergencies, and not abuse the friendly nature of our relationship with suppliers by rushing them every other day at 4:30 for jobs that "had to go", and conversely, our technical staff agreed to staying as late as 5:30pm on ANY day, knowing they would of course, be paid, if it meant keeping a promise to our customer for delivery that day.

 

With each leg of the service triangle working together, and respecting one another...we're often out the door by 5 anyway, with most promises kept. In the instance that a tech needs a little more time, or the service advisor needs to keep a promise, etc....we talk to one another, and keep the peace.

 

Just one man's opinion.

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  • Have you checked out Joe's Latest Blog?

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      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? 
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      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
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      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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