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Semper Fitp.gif
 
         Bob was well into his late 80’s when I met him. 
He’s quite the talker, and he’ll never run out of things 
to tell you.  I like old Bob. We have a few things in
common, not much because of the years between us,
but just enough that we can relate on quite a few 
subjects. We both served in the USMC.  Of course, 
the years we served were decades apart, but even 
with the differences in time served, we still could 
“talk-the-talk” like two old veterans who just got
their discharge papers.
 
tp.gifBob had a problem with the horn buttons on his ‘92 Buick.  It was the kind of horn that has its buttons and the air bag all built as one piece.  He didn’t have the money to replace the entire airbag, but he did want to get that horn working somehow.  I thought I could get it to work even if I had to “rig” something up, but that was OK with him.  
 
tp.gifWith his advancing years catching up with him, his hands weren’t the best.  Most of his strength had faded with time, and so did the ability to straighten his fingers all the way out.   I had to come up with a way that he could hit the horn button with the palm of his hand, rather than with a finger tip or thumb.  Not a big deal, actually if he didn’t mind the look of an old style horn button attached to the edge of the air bag (so it didn’t interfere with the air bag operation) it could work just fine.  
 
tp.gifNow Bob, being Bob, talking was his gift, and finding somebody with a little military background, and stuck in the driver’s seat of his car was all he needed to tell one of his stories.  Bob hopped in the back seat and leaned over to watch what I was doing.  As I worked on his new horn button, he told me all about his time in the Marine Corps.  Fascinating story; I could have listened for hours. In fact, I made sure I took long enough for him to tell his story in full and without any interruptions.
 
tp.gifHe told me about his time in Korea, in Inchon actually. It was a cold winter when he was there.  A bitter cold wind and heavy snow was only part of the horrific condition he had to deal with.   He went on in great detail how he was just a young kid who didn’t know a thing, and how you would be talking to someone one minute and the next minute the fellow Marine sitting right next to him froze to death.  When he told me that part of his story I had to stop and turn to him to ask, “That really happened, just like that, Bob?”
 
tp.gifWith a stone cold look on his face he said, “As sure as I’m sitting here talking to you, my friend.”
 
tp.gifI don’t think he was kidding. He was dead serious, but it was as if he was telling me a story from a distance, but at the same time, a story where he was actually there in the mountains of Inchon still fighting the bitter cold.  I think it’s a way for time and age to allow a person like Bob to separate themselves from what was probably a terrible event in their life. I certainly have never experienced some of the things he was telling me about, like the chow, the hours of watching for the enemy, or how his boots didn’t have much in the way of insulation, so you put on as many socks as you could along with any straw or grass you could find. Bob made a point to tell me that if you needed to run to the “head” (bathroom for all you none GI type) … well, you tried to wait as long as you could, because exposing yourself in that kind of cold could be the end of you… and I don’t mean just “your” end that’s exposed. 
 
tp.gifI finished up my little project and gave it a try. It worked just fine. 
 
tp.gif“Hop up here Bob, and see if you can make it work like this,” I told him.
 
tp.gifBob made his way into the driver’s seat and gave his new horn button a try.  A gleam came over his face, beaming from ear to ear.  He had to try it a few more times, and each time the smile kept getting bigger and bigger.  “Don’t you know I needed that horn! Mercy, there’s some little kids in my neighborhood who get out in the street to play, and I just want to toot my horn to let them know I’m coming.  Thanks partner, ya done me right.”
 
tp.gifThe old Marine got out of his car and opened his wallet, “How much do I owe ya?”  
 
tp.gif“Bob, it was an honor to do this job for you. I can’t take a thing.”
 
tp.gif“You most certainly are, Marine!” he said to me as he palms a twenty in my hand.
 
tp.gif“Thanks Bob, I appreciate that, but I really appreciate the stories. You know I write a column for a magazine, and I think I’d like to tell your story if that’s OK.” 
 
tp.gif“Sure, not a problem. Go right ahead. I think I’d like that.”
 
tp.gifYou don’t shake hands with Bob, because of his crippled hands; his way of shaking hands is to “bump” knuckles.  Good enough for me.  It’s the thought that counts.  Then Bob turns to the car sitting in the bay just in front of his car. With whatever strength he had, he did his best to straighten one finger and point at the car in front.  
 
tp.gif“I’ll never get over seeing this,” he said.
 
tp.gifIt was a Kia Sportage in for a no start condition.  I made the assumption it was because it’s a Korean car, and I thought it must be bringing back some of those painful memories he had as a young man.
 
tp.gif“I understand where you’re coming from Bob, it’s a Korean car. I understand completely; it’s something your generation had to deal with on the battlefield where your friends had died.  I’m sorry it brings up some bad memories for you.”
 
tp.gif“That ain’t it,” he said as he walked closer to the car, and pointed directly at the name branded on the back door, “Killed – In – Action.”
 
tp.gifI think my knees buckled a bit when he said that.  I didn’t know what to say next.  Bob waved good-bye, and pulled his car out of the shop, and tooted his horn as he made his way down the street.  
 
      I see old Bob once in awhile, still driving the same car, still tootin’ his horn.  I don’t think I’ll ever forget his story of how he served our country. He’s one of the last of that generation, a much simpler time, before computers, before cell phones, and when KIA stood for only one thing.   
 
tp.gifI’m proud to have served my country, I’m even more proud to have met a great man like Bob.  We should all be as lucky, and we should all remember what his generation and many others have done to keep this country free.  So the next time you see a Kia, think of it as something other than a car, think about my friend Bob.  Then, say this to yourself:
 
tp.gifSemper Fi Bob, Semper Fi.  

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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? 
      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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