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Where’s Waldo?

OK, I really do fix cars for a living. I take a car with a problem, locate the problem, and make the appropriate repair. Sometimes I haven’t a clue where to look when I start, but with a few proper tools,
a little ingenuity, and a whole lot of experience I’ll find the problem.
It’s like finding Waldo, yea that little nerdy guy in red and white. The one that hides in plain sight sometimes, and even as careful as you can be, you’ll usually have to look closely to find him. Except my “Waldo” doesn’t wear a red and white cap to give himself away. My Waldo is usually something to do with a component or part that has failed, or has decided to be difficult. I sometimes think that these weird repair jobs that end up at my shop are like an elaborate game of “who can find Waldo first”.

I’m not always the first guy to try and find Waldo. A lot of times a customer will take their car to a relative or next door neighbor, and when that doesn’t work they’ll find the cheap shop or the closest garage in their area. Even more often I’ll hear a customer tell me they always go to a certain shop for all their repairs, so they think nothing of going to a specialist for any repairs. But, when that doesn’t work it’s time to ask for a recommendation for a shop that can make the repairs. Now this isn’t true of everyone, a lot of people have a family mechanic they have used for years, while others believe the dealership is the only place to go for repairs. Whichever or whatever way works for each and everyone is just fine with me. One way or another somebody has to find Waldo.

When it comes to cars, Waldo can be pretty crafty. He can be hiding in thousands of places. He can be under the hood, behind the dash, in the trunk, or under the seat. He can be well concealed or under layers of components, carpet, plastic, or engine parts. With today’s cars he can even be inside a computer lurking about as a corrupted bit of information. I never know where he’ll show up, but I’ll do my best to find him. The other day I was on a Waldo hunt for a wacked out gas gauge. The fuel gauge was stuck on empty on this 03 Ford Van. It came from another shop after they had given up on it. The shop had already tried a new sending unit in the tank, but it only lasted a day or two before the gauge quit again.

So where is that little beanie cap wearing weirdo hiding this time? I think I’ll start with a little behind the steering wheel work first. After doing the self-test on the dash it was clear the gauge was not responding, so I decided to break out the gauge simulator and hook it up to the fuel gauge. Even with the tester adjusted to 160 ohms (full tank reading) it never budged off of empty. Gotcha Waldo! You’re in the instrument cluster… ah HA! Got ya this time for sure ya skinny little twerp!

I got the new cluster approved and installed it the next day. Hooked up to the scanner checked that all the programming needed was done, typical stuff… mileage, tire size, etc… not a big deal (with the right scanner, an IDS in this case or the dealer parts department can set most of it up for you when you order it… Actual programming needs varies from year to year, so be careful to follow all manufacturer’s directions). I was so convinced that I had this one I didn’t think I needed to recheck my work. I was in for a surprise when the gas gauge didn’t move right away. I’ve seen this before; it can take a minute or two or up to even 20 minutes if the key was on while filling up the tank. I didn’t recall turning the key on when I was installing the new cluster, but by the time I had the van off the lift and backed out of the shop the gauge was working. Done, problem solved… Waldo you’re out-a-here!

Boy was I wrong. Seems old Waldo had to come back just a few days later. The gauge is back on empty again just as it did with the first shop. Now what is he doing… that Waldo he’s a crafty kind of little nerd… is he messing with me? I’m about to go “mechanic” on his little butt.

Back to the gauge tester again, this time the gauge reacted with every movement and changed with every setting I could put it thru on the tester. I knew the empty reading on this tank is around 15 ohms and a full tank is 160, so I should have a reading somewhere in between those reading from the tank sender. It was 16 ohms… oh come on… is this tank empty?

I gave the tank a couple of knocks with my knuckle “rap, rap, rap” and muttered to myself very sheepishly, “You in there Waldo?”

I got an approval to drop the tank down to check it further. I could tell the other shop changed the tank sending unit. They had butt connected the lead together (gee, ya could have just disconnected it), but I did notice something rather strange about the sending unit. The float was bent around the fuel pump and an edge of the bail was trapped against the actual fuel pump bracket. Waldo is up to something here, and it’s not the sender.

I grabbed a flashlight and looked down in the tank. There inside the tank is the tray that the fuel pump rests in. It’s mainly there as a way to control the sloshing effect of the fuel and to help give the gauge a steady reading. The only thing was… the tray wasn’t staying in place. It had broken free from the bottom of the tank and was sliding back and forth as the van drove down the road.

“Waldo… you’ve been a very naughty little fellow,” I said to myself.
The only thing that made sense about the dash being bad was somebody must have tried to send voltage back up the sending wires to the dash, and it probably knocked the gauge out. It wouldn’t have been hard to do with the gauge and fuel pump leads all in the same connector. Somebody could have easily (accidently I hope) crossed the wrong leads, which created another “Waldo”. While the original Waldo remained in hiding inside the gas tank the whole time.

Now I just have to tell the customer where I found him at this time. Great, just great…. Two Waldo’s in two places in one car. I think I’ll let Waldo explain this to the owner, “Waldo … Waldo… where’s Waldo?” Typical… I’ve got to go find him again.


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Posted

Older story, but a perfect time for a rerun. LOL Still think this one is pretty funny.

 

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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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