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The Darndest Things - Some days are not like some other days

Gonzo

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Gonzo

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The Darndest Things...

The misunderstandings and second-hand information that get passed around by car owners when it comes to automobile repair are endless. Although, a trained technician or an understanding service writer can work through a lot of these issues. But, there are times the explanation of said problems just make ya wonder if there really is any common sense left in the world.
Here’s a few timeless stories from the service bays.

It’s Simple

Customer: “Four hours to replace my radiator is way too much. It’s a simple procedure that shouldn’t take more than a few minutes to do. It only has two hoses hooked to it!”

Mechanic: “The labor rate is what it is. We charge by the hour based on the labor time. Some radiators are easier and some are not. Yours is not.”

Customer: “There should be a cheaper way to do this. Something I can afford.”

Mechanic: “So, how are you with hand tools? You could do the job yourself ya know.”

Customer: “I’ve got the tools but, I just don’t know how.”

Mechanic: “Even if it’s as simple as you claim it is?”
Long pause....

Customer: “Can you have it done today?”

Repair Without Diagnosing

Mechanic: “I found your stalling problem. It’s an elbow shaped vacuum hose on the back of the engine hidden under the intake manifold. It’s going to take a bit of work to get to it and the dealership parts department is the only place that has this specially shaped hose. Your estimate is $xxx.xx. That’s the labor, parts and diagnostic fees all included.”

Customer: “OK, I’m fine with that except for the diagnostic part. You should give that to me for free. Because I’m not paying you to do diagnose it just to fix it. I don’t see why you guys have to charge just to find the problem.”

Mechanic: “Well, I guess we could do what you suggested and that’s to replace the entire engine. That would be $x,xxx.xx. Which is why we discussed diagnosing it rather than assuming it needed a complete engine. So, which would you prefer?”

Customer: “No, I think the diagnostic charge is just fine. Go ahead with the repair.”

Closing Time Repair

Caller: “I’m calling about a car I needed fixed on Friday and you guys were too busy to get to it.”
Service writer: “Have you been to our shop before, and did they tell you why they couldn’t get to it?”

Caller: “No, I’ve never been to your shop before, and yes they did tell me why they couldn’t get to it. It was 5 minutes before closing time and all the techs had already gone home for the weekend.”
Service writer: “That’s understandable it was a rather slow day for the techs. We would have got to the car on Monday.”

Caller: “I took the car to another shop that was open on the weekend and they messed it up. So, I’m calling you to take care of the bill.”

Service writer; “What bill? You didn’t have the work done here.”

Caller: “I’m talking about the bill from the other shop. You’re going to take care of it!”

Service writer: “I don’t think that’s going to happen sir, and I’m sorry your car didn’t get into our shop. As far as the bill and the work that was done you’ll have to take that up with the other shop.”

Caller: “I’m never do any work with your shop ever again!” CLICK

Coupon Discounted

Mechanic: “Good morning, how can I help you?”

Caller: “Yes, I have a coupon for an oil change.”

Mechanic: “Ma’am, we don’t and never have had, a coupon for an oil change.”

Caller: “Yea, it’s a coupon for one of those discount oil/lube places. But, I actually can’t find it. I made a copy of it with a program on my computer.”

Mechanic: “I can’t honor another shops coupon, and I don’t think they’ll honor a homemade copy of their coupon either.”

Caller: “I know, I tried to use it there. It’s a fake coupon and they knew it. So, can you take my fake coupon for an oil change anyway?”

Mechanic: “Your fake coupon is only good for a fake oil change. Neither of which we’ll do.”

Gas Mileage Gone

Customer: “I just bought this car and now it doesn’t go.”

Mechanic: “It’s out of gas ma’am.”

Customer: “That’s impossible! The guy that sold it to me said it would get better gas mileage than my old car!”

Mechanic: “The tank is empty ma’am.”

Customer: “My old car could go a month without gas. This one only went 3 weeks. How in the world is that possible? My old car holds 22 gallons and gets 10 mpg and I filled this one up and it holds 15 gallons and it gets 12 mpg! ”

Mechanic: “Ma’am, 22 gallons times 10 miles per gallon is 220 miles per tank. But, a car with a 15 gallon tank that gets 12 mpg can only go 180 miles per tank. You simply ran out of gas.”

Customer: “I just don’t get it. I think you’re making this all up and are siding with the guy who sold me the car!”

Brake Check

Customer: “Can you check brakes here?”

Service writer: “Yep, we sure can. What kind of car is it?”

Customer: “It’s a Mercedes.”

Service writer: “OK, where are the keys? I’ll have one of the guys pull it into the service bay.”

Customer: “I walked here.”

Service writer: “Well, as soon as you can get the car to us we’ll check it out.”

Customer: “You said you could check my brakes, so I need to know how bad they are and how much it will cost.”

Service writer: “I’ll need to see the car to give you an estimate.”

Customer: “How do you guys can stay in business saying you can check brakes at the same time not being able to tell me how bad the brakes are on my Mercedes?”

Service writer: “I could send a tow truck for the car.”

Customer: “What car?”

Service writer: “Your Mercedes.”

Customer: “I don’t have a Mercedes. I told you I walked here.”

Service writer: “I mean your Mercedes you want us to check the brakes on.”

Customer: “I don’t own a Mercedes. Whatever gave you that idea? I just want an estimate on fixing them.”

Service writer: “If they’re in awful shape, it will cost whatever the parts are plus whatever the labor would be. If they’re in perfect shape they won’t need a thing done and you wouldn’t have to spend a dime on the brakes.”

Customer: “Thanks, that’s all I needed to know. I’m going to go find one with good brakes then.”

Everybody has their own unique way of explaining things. Some on point while others are so far off that even if you could give a logical answer, the answer isn’t always exactly what they wanted to hear at all.
Just goes to show, that some people will say the darndest things to the person behind the counter. For the professional mechanic, it’s just another day in paradise.


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      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? 
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      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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