Quantcast
Jump to content


Cell phones


Recommended Posts

Constant cell phone problems.

 

Whenever there seems to be a null. Its first choice for a tech or advisor to pull out there phone and start updating Facebook or texting or whatever.

 

The focus isn't on the job, research, cleaning, app development.. Its on the phone.

 

Wearing Bluetooth headphones to listen the radio from there phone as well.

 

What do you and your guys do?

 

Sent from my SM-N900P using Tapatalk

Link to comment
Share on other sites

We're lucky to not have that problem here currently but we have had technicians in the past that do exactly what you all have mentioned above. We follow the 3 strike rule so first I talk to them about our policy. When it happens again I write them up and have them sign acknowledgement, Third, I fire them. By the time it happens twice, I already have an ad out and am already looking for another technician. You can teach technical skills and process but you cannot change work ethic and personality. If you have already spoken to that individual more than once then your gut instinct is correct, he/she is not the right person for your organization and it's time to start looking for a new hire!

  • Like 3
Link to comment
Share on other sites

  • 3 weeks later...

I am a tech and I have to split my shop-topping hours with these no-mobile-phobia people. It would be nice if management required phones to be left in cars or lockers. We also have no internet controls, so ESPN and YouTube erode my paycheck on a daily basis.

 

If it wasn't work they wouldn't call it 'work', they'd call it 'super-happy-fun-time' or 'skippidy-doo'.

Link to comment
Share on other sites

We allow radios, with easy rules -- have no problems.

We allow phones -- as long as they arent hands on a car its ok and within reason - no problems.

 

It seems to me maybe you guys dont have the ability to control your people, how come you cant lay down some rules and allow it.

 

Do you ever take a phone call from your wife while at work? Why cant they? Ever made a phone call that was non business? Why cant they?

 

Do as you wish, its your business but it appears to be a management problem to me, not the employees.

  • Like 1
Link to comment
Share on other sites

Our policy regarding the possession and use of cell phones by employees in the bays is very clear, and is drafted on a form given to all employees that they must read, agree to, and sign as a condition of employment. Anyone refusing to do so is not offered a position with us, it's just that simple.

 

First of all, our handbook acknowledges that we are a family owned & operated company. A company that despite demands from customers to the contrary, is NOT open on Saturdays or Sundays because we feel strongly about offering our staff a generous opportunity to share time with their own families, and have a regular, 5-day work schedule.

 

With that disclosed, our empoyees are told (in this memorandum about phone & computer use) that they're encouraged to give the shop number to anyone in their family that needs it, in order to get a hold of them during work hours in the event of a family emergency. Furthermore, my emlloyees are promised that at NO time when a family member calls in such a case, will we hesitate to immediately contact the employee, stopping their work, in order to put them in contact with their loved one.

 

Our promise, essentially, is that although work hours are for working...they can rest assured that if their family needs to reach them in an emergency, they can do so anytime.

 

On the other hand, the policy specifically states that cell phones, tablets, computers, etc. are NOT permitted to be used on company property unless the employee is on a scheduled break. The single most pressing point in the policy is that since they are only allowed to use those devices during a scheduled break, the techs are encouraged to leaves them in their car, or "put away" in the toolbox. Any tech seen with device in hand, especially while standing anywhere NEAR a customer's vehicle, is given a verbal warning. The normal procedure is used for any employee violating this company policy, just like any other policy.

 

So now you know our policy. Would you like to understand how we make it work?

 

Our staff is encouraged from the moment we hire them, and they begin their training, to understand that when we enter the building and begin our work day, that everyone from the newest general service tech or porter, on up the the Service Manager must approcah the day with an attitude of SERVICE. We are here to help the people who come to us, and that's why we clocked in this morning. As I said in previous posts, we don't refer to the "Blue Ford Taurus" that needs spark plugs. We refer to "Mr. Smith's car" that's running rough, and he needs to get to work on time.

 

When my staff is in uniform, and working in the bay - I expect them to keep that attitude. I've encouraged them to imagine that Mr. Smith was standing right next to them while they worked. Is it fair to Mr. Smith that your attention is divided between the installation of his ball joint, and the "ding" of your cell phone going off because your buddy sent you a text message?

 

If they MUST somehow communicate with their wife or family via a cell phone call during work hours, I've taught them to come to the office and make the call. They've stepped away from their work area, they've concluded their call, usually in rapid fashion, and then they return to giving Mr. Smith 100% of their attention.

 

As for the "lulls" in the work flow, we've also built into the system a set of expectations that are imparted to all our employees from the beginning. For example - if the repair job is finished, the road test is done, the paperwork & keyes are returned to the office, they have "steps" to take before the job is REALLY done. They check their board for the next job. If that's empty, they go to completed their cleaning list where their bays are swept, oil dry buckets changed or filled, trash taken out, scrap put in the bins, etc.

 

Again...if they DON'T follow these procedures, then enforcing the cell phone rules is as simple as enforcing ANY of our policies.

 

Simply put: Encourage your staff to understand, agree to, and EMBRACE what your goals are, and why your policies are so important. Let them know you DO care about them, and tell them you'll spend all the time they need discussing it, as soon as the work is done.

 

 

Just one man who hasn't had any turnover in over a year.

  • Like 3
Link to comment
Share on other sites

Personally I can't stand cell phones during work. I get to work place mine in my toolbox, I will check it periodically if I happen to go into my top draw for something that is all. What kills me the most is the other two guys there are always on them even when working on cars. There is no way you are paying attention to what you are doing while on the phone. Not to mention the one guy as soon as a car comes in he is googleing or youtubeing what is wrong with the car or how to fix it.. Drives me up a wall. just what i want to do, go to the doctors office he asks me a few questions then is on webmd figuring out what is wrong with me or what meds to give me. Really makes the shop look good. People drop/bring their cars in under the assumption that the staff knows what they are doing. I kills me . Of course the guy looking everything up on the internet should not be working on cars anyway, he has no schooling or training what so ever knows nothing about cars. Sure he can slaps some rotors and pads on a car so can my 12 year old neighbor if I show him a couple of times, that does not make you a mechanic . I am afraid that if something is not implemented as far as people needing to be certified to work on cars this field is going to be in really really bad shape very soon. People don't realize you can't fix a car over the phone or by using what you see on the internet.

Edited by skm
Link to comment
Share on other sites

If an employee is on Facebook at work he's stealing your money, plain and simple. I am very fair with paid time off for any reason, with that comes some commitment to the company, from 8-5 excepting lunch I expect 100% involvement in the job. I wear a uniform as well, when my uniform is on I'm working.

 

These kids that think life is all personal time need to grow up. I'm closed weekends, I'm closed holidays, I'm closed at 5:30pm. There's plenty of time left for Spacebook.

Link to comment
Share on other sites

I'm pretty easy going on cell phones. I tell my guys this. I would much rather have your wife text you about something then have her call here and tie your time up even more on the phone then it would by sending you a text. My guys have shown me a lot of respect on this and I have not had to talk them about their cell phone use at all.

Link to comment
Share on other sites

I'm not big enough yet to have this problem. I'm sure I'll get there. Interesting viewpoint you gentlemen share on the phone use.

 

Do any of you incorporate cell phones into your daily activity? Say forward direct lines to a SW cell phone in case he is away from his station. or use cell phones for things like photos, or to reach out to a customer?

 

I'm obviously a very small operation, and communicate at times with customers via text. Many of my customers are business professionals and stuck in the poisonous web churned out by corporate America. A text or email is highly appreciated by them. I had one guy that was so grateful I emailed him an invoice (he was in the middle of a meeting when I did) that he told me to do additional services I had tried to sell to him initially, but he decided to do at a future date. He promised to bring me his car from now on. He has, and I always email and text him the invoice, and he usually will come through at the end of the day and take his vehicle.

Link to comment
Share on other sites

Seems all of this would be resolved by having everybody on a performance-based pay system. My guys, from advisors to techs, are trying to bust as many hours a week as they can and hate distractions. Besides, I feel stupid if I give them a hard time about it and find out they were doing a Google serach about the car they are working on. It's a fact of life. Learn how to deal with it.

Link to comment
Share on other sites

Besides, I feel stupid if I give them a hard time about it and find out they were doing a Google serach about the car they are working on. It's a fact of life. Learn how to deal with it.

 

I don't believe it's one of those things that we just have to learn to deal with. We've had our share of issues arise over the yearrs regarding staff "stealing" time and not being as productive as they could, but it's never cause to begin accepting that it's just a fact of life.

 

We put in a tech center in the bay that has a computer setup and is already logged into the various technical databases we use for diagrams and troubleshooting. A guy that is using his cell phone to Google how to fix a car has no place on our team. With so many dynamic, thorough, and credible sources of information that's available on the web for service professionals, I felt that a tech center was warranted.

 

Of course...it won't surf to Facebook or any of those other time-wasting sites. It's not a toy, and the time just isn't free.

  • Like 1
Link to comment
Share on other sites

 

I don't believe it's one of those things that we just have to learn to deal with. We've had our share of issues arise over the yearrs regarding staff "stealing" time and not being as productive as they could, but it's never cause to begin accepting that it's just a fact of life.

 

We put in a tech center in the bay that has a computer setup and is already logged into the various technical databases we use for diagrams and troubleshooting. A guy that is using his cell phone to Google how to fix a car has no place on our team. With so many dynamic, thorough, and credible sources of information that's available on the web for service professionals, I felt that a tech center was warranted.

 

Of course...it won't surf to Facebook or any of those other time-wasting sites. It's not a toy, and the time just isn't free.

I could not of said it better myself. If you are using google to figure out how to fix a car, I think that it is just showing that you do not know what you are doing. I mean I use shopkey pro but only for looking up diagrams etc.. A scanner my brain and experience is all I need. Google and youtube are for the DIY people and let me tell you some of the stuff I have seen on there is way off base and very butchery.

Link to comment
Share on other sites

I wouldn't knock Google as a place to start. Its free and takes 2 seconds, it might give some insight on common issues and it definitely will give you a laugh. Example - I was having trouble getting a half shaft out of a newer w211 Benz. There's no sense why it didn't pop out like every other one, and I must have changed a hundred on the w210's which are basically the same. So Google resulted in diy advice to drop front subframe and use a 3 jaw puller, pictures to prove it,, we laughed so hard it hurt. 8+ hours work to do a 30 minute job, while the forum expert is bragging about his expertise. Needless to say I didn't employ the take complete car apart to remove axle on bench method. Conclusion in my case came from a 36" air chisel to give the inner joint a hard tap. The last guy put an aftermarket axle in bone dry and peened over the clip so it was just stuck.

 

My point being is before I start hammering I make sure I'm not just being dumb and overlooking something.

  • Like 1
Link to comment
Share on other sites

Well put, alfredauto. We've been given instant access to the entire body of knowledge and experience of mankind accessible through a small device we wear on our belt. Are you really going to limit yourself and your tech to looking only at a few select "pro" websites? We work on anything that comes through the door and I'm going to use every resource available to get the info I need to succeed. Is there a lot of crap out there/? Sure. It's like panning for gold - you sift through a lot of mud and sand and fool's gold, but when you find a nugget, it makes it all worthwhile. There are a lot of dedicated generous techs and shop owners out there posting valuable info to personal blogs and obscure forums. Google lets you find them. We specialize in hybrids and I'm very thankful for sites like artsautomotive.com and priuschat. Yes, on priuschat your have to weed out the BS and idle chatter, but sometimes I feel like that's what I have been doing in daily life for 66 years. There's a YouTube video out there for everything. I want my techs to be hungry for faster easier, safer, more efficient ways to get things done, rather than simply following in the footsteps of old dogs like me.

 

For those who interpreted my earlier statements as thinking my techs need Google to learn their job, my real point is that when I walk through the shop and see one of them staring into that little glowing screen, maybe, just maybe, they are learning something new and doing something beneficial for both me and them. But it doesn't really matter because I don't judge their performance by what I see them doing moment to moment in the bay, I measure their performance by productivity numbers and labor margins and how they assist with team building and improving our company culture and mentoring junior techs and hanging in on Friday evening to finish that last minute job. I mostly like to see them making a ton of money, because under our tech pay plan that means I made a ton of money.

  • Like 1
Link to comment
Share on other sites

Well put, alfredauto. We've been given instant access to the entire body of knowledge and experience of mankind accessible through a small device we wear on our belt. Are you really going to limit yourself and your tech to looking only at a few select "pro" websites?

 

Well, offering full disclosure, I certainly couldn't honestly say that my staff has never used "the devil" for a quick lookup on something. I sat in on a meeting with some of the execs from Mitchell1 when I learned that ProDemand offers data/answers from sources outside of OEM data sources. The general line of thinking is that it shouldn't matter where the information comes from...if it helps to fix a car right the first time, then I'd sure like access to that information.

 

On the other hand, however, the times that I know our guys are reading anything & everything they can on a lookup for a head-scratching issue we run into, I can assure you that w're not using Google's response as anything but a 2nd or 3rd confirmation of answers found from much more credible sources. I used to consult with other automtive professionals before I opened my own shop, and had the responsibility to dealing with a customer who had recently had a wheel bearing installed on his vehicle, where the tech used Google to lookup the axle nut torque spec. It was incorrect, and they ended up having to warranty the work, and rent a car for the customer. That was an expensive enough lesson, that I decided if I was ever in charge, I would avoid those easy mistakes.

 

So - I respect you guys too much to make it seem like I never peruse Google. I guess a better statement would be that we need to "consider the source", especially if it can't be corroborated.

 

BTW.....have any of you ever watched Eric the Car Guy? I find his videos to be both entertaining and educational at times.

 

Best wishes, guys!

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

         4 comments
      A recent study, done by Harvard Business School, concluded that the real problem with attracting and retaining employees has more to do with the workplace environment, not pay or benefits. While the study did find that an adequate pay plan and offering an attractive benefits package did help with recruiting and retention, it’s not enough to satisfy the needs of employees, especially those of front-line workers.
      The study also stated that in 2021, many companies were convinced that giving raises, sign-on bonuses, and other perks would solve the worker shortage problem and prevent people from quitting. However, this strategy did not work. So, what does work regarding attracting quality people and keeping them employed?
      Essentially, it all comes down to the culture of your company.  Management: do all it can to consider the individual needs of your employees. Your employees want to feel that they have a voice, that their opinion counts, and that their role in your company is both respected and recognized. Yes, pay and a great benefits package will go a long way toward making your employees feel secure, but that’s only financial security. People want more than money.
      To attract and keep top talent requires creating a company that people feel proud to work for. You need to reach the hearts and minds of your employees. Become a leader that people are enthusiastic about working for. You want your employees bragging to their friends and family that your shop is a great place to work!
      Step one to attracting and retaining quality employees: Create an amazing workplace environment for your employees!  Trust me, happy employees make happy shop owners too!
  • Similar Topics

    • By ASOG Podcast
      How Her First Job Went Wrong
    • By carmcapriotto
      "The service advisor is the face of the brand and the first point of contact for customers." Join our round table discussion as our panel shares their experiences and strategies of successful service advisors, highlighting the importance of communication skills, creating a positive customer experience, and building customer trust and rapport. It's also essential to be an educator rather than a salesman and help customers understand how to maintain their vehicles to avoid breakdowns. The discussion also emphasizes the need for investment in service advisor training and development. Courtney Archer, Service Advisor, Global Car Care, Wenatchee, Washington.
      Mike Elceser, Service Advisor, D&K Automotive Repair.
      Rena Rennebohm, CEO Empowered Advisor. Listen to Rena’s previous episodes HERE.
      Show Notes:
      Watch Video Episode HERE (00:03:11) The importance of tonality and creating a positive first impression when answering the phone to potential customers. (00:05:31) Mike and Courtney discuss their different backgrounds and how they became service advisors. (00:07:31) The important traits of a service advisor include listening, customer service, and technical knowledge. (00:08:48) Mike and Rena discuss the importance of listening to customer concerns and solving their problems, rather than just focusing on the car repair. (00:12:14) Courtney and Rena discuss the benefits of listening to calls with a coach, who can provide positive feedback and help advisors improve rather than just pointing out mistakes. (00:17:40) The importance of phone communication in building trust and making sales, and how it is still the primary source of communication in most shops. (00:19:15) Mike and Rena discuss the process they created for determining if a car needs more than just an oil change before the customer arrives, in order to set reasonable expectations and provide better service. (00:20:41) Mike explains how asking simple questions like license plate and mileage can improve customer service by allowing them to schedule the car for necessary maintenance and speed up the process at the counter. (00:21:49) Building relationships with customers and selling maintenance services to prolong the life of their vehicles. (00:23:37) Being an educator rather than a salesperson as a service advisor. (00:26:22) The use of inspections as a sales tool and the importance of guiding customers through the findings rather than just sending a text with pricing. (00:28:51) Serving customers rather than just selling to them, and how to educate customers about their vehicle needs. (00:31:50) Building trust with customers through empathy, rapport building, and being an educator rather than just a salesperson. (00:33:22) Being honest with customers and admitting when you don't know something, and how this can actually build trust and confidence with customers. (00:35:50) Service advisors need to be the person that customers trust and can ask for advice. They need to be a confidant and a friend to walk them through car repair. (00:39:41) Investing in training creates a coaching and training environment that helps service advisors improve. It also creates an open-minded environment where everyone can share information and improve together. (00:45:17) The importance of investing in service advisors through training, networking, and masterminding to improve the industry. Thanks to our Partners Shop-Ware and Delphi Technologies
      Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com
      Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Connect with the Podcast
      -Join our Insider List: https://remarkableresults.biz/insider
      -All books mentioned on our podcasts: https://remarkableresults.biz/books
      -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
      -Buy Me a Coffee: https://www.buymeacoffee.com/carm
      -The Aftermarket Radio Network: https://aftermarketradionetwork.com
      -Special episode collections: https://remarkableresults.biz/collections
           


      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Marketing can do a lot to bring new leads to your auto repair shop, but it’s up to the people answering the phones to turn them into customers. We’ve seen quite a few times where one of our clients says their marketing isn’t working, but the numbers don’t lie. Their marketing was working but their phone skills were just plain bad. Good marketing with poor phone skills equals wasted money. Our guest today is Cecil Bullard from the Institute for Automotive Business Excellence. Cecil teaches phone skills to service advisors that make a tremendous positive impact on the shops they serve. Cecil shares some of his knowledge of how to turn shoppers into clients for life.
      Talking Points
      There is a point where marketing is handed off to sales How to you set the tone for the phone call What to do when someone calls asking for a price How to handle callers who think they are calling the dealership or another shop? What to do with price shoppers How to handle it when you’re on a call and get another call What to do when you’re on a call and you get a walk-in What information you should get from a caller How to ask for the appointment  
      How To Get In Touch with The Institute
       
      Website - https://www.wearetheinstitute.com/ 
      Online training - https://www.gearforshops.com/ 
      Facebook - https://www.facebook.com/Iforabe 
       
      How To Get In Touch with Shop Marketing Pros
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected]
       
      Thanks to our partner, RepairPal. Visit the Web HERE
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Recorded Live at Vision 2023, this episode features Carolyn Coquillette, CEO of Shop-Ware, discussing the release of their new mobile application, Tech App, designed to help technicians manage their work more efficiently. The app allows technicians to view a list of current jobs, track their time on individual services, and easily document findings and results, including inspections. The episode also touches on the challenges of building software for the automotive industry and the importance of customer feedback in the development process.
      Carolyn Coquillette, Earthling Automotive, San Francisco, CA. She’s also the Founder and CEO of Shop-Ware. Listen to Carolyn’s other episodes HERE.
      Show Notes
      (00:00:25) Carolyn Coquillette discusses the features and benefits of Shop-Ware's new mobile application called Tech App, designed specifically for technicians to manage their work more efficiently. (00:02:10) Carolyn Coquillette explains the features of Tech App, including reviewing assigned jobs, tracking time, clocking in and out, and documenting findings and results of work through a mobile interface. (00:13:02) Carolyn Coquillette discusses the process of building a mobile app, including the importance of prioritization and the challenges of handling thousands of requests at the same time. (00:14:36) The power of engineering in software development and how it is often taken for granted by users. (00:16:09) Shop-Ware prioritizes feedback from users and it influences their product roadmap, including the development of their new mobile application called Tech App.  
      Thanks to our Partner, NAPA AUTO CARE
      Learn more about NAPA AUTO CARE and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
       
      Connect with the Podcast:
      -Join our Insider List: https://remarkableresults.biz/insider
      -All books mentioned on our podcasts: https://remarkableresults.biz/books
      -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom
      -Buy Me a Coffee: https://www.buymeacoffee.com/carm
      -The Aftermarket Radio Network: https://aftermarketradionetwork.com
      -Special episode collections: https://remarkableresults.biz/collections
         
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...