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Poke It With A Sharp Stick - car repair is so simple...even a cave man can do it (NOT!)


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Poking it with a Sharp Stick
 
      It's not so much that I work with the general 
public in my daily business, it's more of what 
kind of 'public' gives me the business.  I'm not 
talking about people who can think and reason 
like most educated, knowledgeable people.  It's 
that ever present cave man mentality.  You know the type, the guy who's elevator doesn't go to the top floor, or the couple who can't seem to keep both oars in the water.  The all seem to lack one simple characteristic, common sense.  The very quality that every halfwit adventure I've either seen, (or been a part of) have in common.  (I can't leave myself out of this one... guilty as charged)
 
      It stands to reason if some of these mental giants were among the intrepid pioneers who crossed the great divide in a Conestoga wagon, they probably would be the ones that never made it. But, with so many modern conveniences like diet, clean water, and modern medical care, these half-wit trail blazers roam freely throughout every part of the countryside. 
 
       There was a comedian some years ago who told a story about his ancestors from the Stone Age.  He commented on how some people felt it necessary to leave the safety of the cave to take on some huge beast with nothing more than a sharpened stick, only to be trampled to death by the same prehistoric behemoth.  He went on to say, “My relatives were the ones who stayed in the cave... how else can explain my being here?!  If my ancestors were the ones who got killed off, how would it be possible for me to be standing here telling you all about them? My relatives had the good sense to stay out of harm’s way.  Were my ancestors brave? Sure they’re brave, they’re just not stupid.”  
 
       “Oh look, large man eating beast outside the cave, I’ll stay here… you can go out there.  I’ve gotta sharpen my stick, and while you’re gone I'll paint your picture on these cave walls. Our ancestors will think you’re great hunters that way.” 
(“Right, when in fact they’re running for your lives…!”)
 Funny, yes, true... I guess so, and in similar ways, it’s how some people tackle car repair.  
 
       In most states there’s no regulation to keep someone from poking their pointed stick under the hood of their car, or hanging a shingle on a shop door and call themselves a “mechanic”.  The unsuspecting consumer is at the mercy of the phone book (and other sources) to find a shop that can actually make the appropriate repairs on their car.  It's like the car has turned into a huge mammoth, and the person attempting the repair is just taking stabs at it with a sharp stick.  No training, no experience, and more than likely no clue what they are doing.  This is but one of the many reasons why the automotive field gets such low marks in the consumers’ eyes.  As one of my customers told me, “It's getting harder and harder to find a good mechanic these days”.  And, from what I can tell, it hasn’t been much better in previous decades either.
 
       A typical example of this was last week.  An older gentleman came into the shop with an air conditioning problem on his 1967 Thunderbird.  Sweet ride, entirely original... just the way he liked it.  He had been to several shops trying to get the air conditioning working.  This car was factory equipped with the old style compressor and A/C lines that didn't use a Schrader valve, but instead had the hand shut off valves that you moved (in the correct direction) to recharge or change the compressor.  The owner’s story was that every place he went to, no one knew how to use the hand valves correctly to refill the system.  They were all good at replacing parts, but had no clue as to how the system worked.    I'm old enough to have worked on these when they were very common.   All the previous shops could have figured out how they operated, if they would have just put down their pointy stick, and did a little research.  (FYI - There's only 3 positions to be concerned about: Front seated blocks off the compressor, Mid-position is used to allow flow between entire system, compressor, and the gauge port, and the most important one, back seated, which allows the entire system to work normally.)
 
       Turned into an easy job for me; all in all, the A/C system was blowing cold air in no time.  All it took was a little basic knowledge rather than guessing at it. (No telling what parts actually needed replaced, by the time I saw the car everything was new, oiled, and mounted correctly.)  Too bad for the owner though, he paid each and every one of them to do what I just did... make cold air. The T-bird owner was overjoyed to finally have his air conditioning back in working order.  (He did tell me he wasn't about to use those other guys ever again.)  I guess after so many pokes with that sharp stick the T-Bird owner had had enough.  
 
      Then there’s the DIY'r trying to repair the car in the family cave.   First it’s a jab with the pointed end of their stick, then two, then another, until they either figure it out, or they find the information they need to make the repairs.  There's been a lot of talk lately about the factory information not being available... really??  What Neanderthal told you that?   I've been working professionally in the car repair business for a long time and I've never had any problem obtaining factory information. The hard part is getting the right scanners (at reasonable prices) and education these days.  It's out there; it just may take a little poking around to find it. (Pun intended)  The big thing is, it’s not free, never has been.  Poking the sharp end of your stick at the manufacturer and expecting him to roll over like a wounded mammoth and hand you the information for free … just ain't happening… ever.  
 
     I have this mental image of a DIY'r and their protégé the “untrained mechanic” as the cave men portrayed in the painting with the great mammoth in center.  The cave men are throwing their spears into the beast, but the huge behemoth of prehistoric times still isn't quite finished off.   It's not a futile effort, if they keep stabbing at it they’ll eventually get the job done.  Gee, doesn’t that sound just like a couple of guys trying to figure out what’s wrong with the car by throwing part after part at it?  It does to me.   
 
      Poking around with that Stone Age sharpened stick method of diagnostics is a slow and unproductive way of making any kind of automotive repair. But, I still see the same kind of poor workmanship even today.  Working on modern cars, and even one from a few decades ago requires the right tools, the right information, and some good old fashion common sense.  If you’ve got all that, you’ve got half the battle won.  That common sense and good repair practices goes a long way. One thing’s for sure… it beats poking it with a sharp stick.  

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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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