Advice needed

[spencersauto]

 We recently started doing courtesy inspections through bolt on technology.   I have one technician that is  being very resistant to writing any vehicles up for any maintenance or problems as he feels we shouldn't be pressuring the customer. Today we had one come in from Goodyear that they recommended upper and lower ball joint's.  I asked him to check it out and to complete the multi point inspection. On the multi point he indicated that there were no problems with the ball joints. I had the owner recheck and he found the ball joints had significant play present. The owner was quite frustrated as this was  $1500 that we could have potential he lost had he not rechecked him. The technician that originally came and checked it out came to me and asked why the owner was being such a dick. based on his resistance to completing the courtesy inspections, not knowing what he's checking out (has recommended fuel filters and timing belts when the car doesn't have one) and hey I'm calling the owner a dick I feel it made to be time to let this employee go. Should I write him up for insubordination or just cut ties with him?

[HarrytheCarGeek]

Sound like a lack of education on the part of your tech. From what I am reading, is seems your tech is coming from a place of ignorance and lack of prosperity. I have had techs tell me ball joints were in acceptable condition from their perspective even when the service guide calls for them to be changed due to minor play. It's here where you have to teach your people why the customer comes into your store seeking your professional advice to avoid breakdowns and getting stuck on the side of a very dangerous highway.

One thing I see from my competition, they seem afraid to teach their people to be better because they are afraid their people will ask for more money or will leave and be able to get more money working for another shop. This is a very poor mentality that keeps people in poverty.

I make it a point to train my people to be the best, I encourage them to keep learning and improve their condition, I teach them how to inspect and be conscious of our customer's car conditions. I teach them about the value we give the customer and why our customer take the choice to make us their shop. In turn, I find out, my people chose to stay with me because they know we are in it for the long run to benefit them and me, I couldn't deliver great service without their support and care for our customers.

[xrac]

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[Sandyolivo]

A technician like that is not worth having. His lack of workmanship will cost you dearly. Not only by losing a potential sale but by possibly putting your customers at risk.


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[JustTheBest]

Hi spencersauto! 
For the record, I agree with the comments above. One simple "test" I use is this. "Who's writing the checks?"

That is pretty much the acid test to determine if you're right or wrong. Look, I get the fact that not every tech is going to do everything exactly the way we want them to - but the fact is the "Inspection" is really part of your job. I insist on a good tech doing my oil changes because they've got the "trained eye". They know that things happen - and between oil changes - lots can happen. Using a "RED-YELLOW-GREEN" check makes things clear and let's customers know that you've got their back. That is, RED is needs immediate attention; YELLOW is a caution - maybe brakes are okay now - but probably need service on your next visit (gives the customer a chance to plan for the cost); and GREEN is "all good"

But the short answer to your question is "Can he find the door himself?"

Hope this helps!

Matthew Lee
"The Car Count Fixer"

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[spencersauto]

Thanks for all the comments and advice. We decided to give him two days off for the insubordination and told him if he wanted to continue to be apart of our team come back Monday with a new attitude ready to follow our policies and procedures. We also told him with the fresh start he would need to take a drug test to return. He quit on the spot after telling him that. Guess everything happens for a reason.

Edited October 8, 2017 by spencersauto

[jeffa1958]

This person cannot grasp the concept of allowing wheels to eject on your customers cars without any prior notification is wrong. That is quite basic. Good bye. Please find a profession where you won’t kill anyone. 

[HarrytheCarGeek]

8 hours ago, spencersauto said:

Thanks for all the comments and advice. We decided to give him two days off for the insubordination and told him if he wanted to continue to be apart of our team come back Monday with a new attitude ready to follow our policies and procedures. We also told him with the fresh start he would need to take a drug test to return. He quit on the spot after telling him that. Guess everything happens for a reason.

This tells you everything you needed to know. The vicious cycle is hard to break for those doing drugs to detach from reality. And the irony is that he will blame everyone else and not himself for all his troubles.

Edited October 9, 2017 by HarrytheCarGeek