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Geek With Attitude - OK... drop the attitude buddy

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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Geek With Attitude
 
tp.gifNow I realize I'm only a mechanic, and not an 
Ivy League scholar, and I may not qualify as the 
next inductee into MENSA, but I’m still a pretty 
smart guy.  Oh, I may not know all there is to know 
about every single make and model out there, but 
I have enough background and technical ability to 
solve just about anything that goes wrong with the 
modern car.  But, for some people the mere 
thought that a mechanic might actually have a 
few brain cells just baffles them to no end.  
 
tp.gifA few weeks ago I got a call from a guy, who 
(to the best of my dim witted abilities could tell), 
was having a problem with his truck.  He told me 
that he pulled all the fuses, and was still having a 
battery drain issue he couldn't find.  He even took 
it to another shop and wasn't happy with their 
results, so he was going to give me a chance at it based on a friend’s recommendation.
 
tp.gif“Bring it in tomorrow, and I'll get it checked out for you,” I told him.
 
tp.gifThe next day a 98 Nissan pickup with 150,000 miles on the odometer was waiting for me.  After getting the owner’s information, I went over what he wanted me to do.  Little did I know this guy had all the answers already.  Not only the answers, but several ideas as to what was causing his problem.  This particular guy was a full-fledged computer geek with more than a little attitude to go along with it. Not only did he think he was dead right about everything, but that every mechanic out there was nothing more than a knuckle dragging grease monkey with the IQ of a walnut.  The more he told me about the problem the more I knew I was in for a long afternoon.  Seems everything that was ever wrong with the car from the day he bought it was leading up to the moment the battery went dead.  But, of course, it's not dead now... that takes a month before it would happen.
tp.gif“A month?” I asked.
tp.gifOh, he had an answer for that too.  It all started with the front crankshaft seal. The seal was leaking, and it leaked all over the alternator, so he had the seal changed along with a new alternator and battery.  (Both the alternator and the battery came from one of those cheapo depot places; imagine where the seal came from.)  A month went by before the car wouldn't start again.  The seal was leaking too, but not nearly as bad.
tp.gif“Hmm,” I said, sitting at the service counter thinking this whole thing through, “You say it takes a month before it won't start?  Are you driving it much?”
tp.gif“Yes,” he said, “Every day.”
tp.gifThis didn't add up, something else is wrong with the car.  As I tried to explain to him that if a car is driven every day, and starts perfectly fine, but then all of a sudden it goes “click-click” it tells me there is something else wrong, and it's probably not a battery drain issue.
tp.gif“Leave it with me, and I'll check it out,” I told him,
tp.gifApparently, Mr. Geekdumb doesn't have a clue how a car works, other than where to put the gas and which way the key turns.  Not that I’d hold that against him, a lot of people don't know a thing about their transportation.  It's just that most people don't try to sound like they do, especially while standing in front of somebody that just might.
tp.gif   Once I had the truck in the shop it turned out to be a classic problem; the battery bolts were tightened down as far as they could go, but I could easily pull the cables off the battery without any effort at all.  The charge output and parasitic draw tests showed no signs of any problems. As for the seal leak. Well, if you've been around cars with high miles and poor maintenance you've probably seen this before.  The PCV valve was clogged.  Without that, no ventilation for the lower end, and of course, a back pressure builds up and that pressure has to go somewhere... usually out a seal, and the front seal is one of the usual places for it to go.
tp.gifExplaining all this to the computer nerd turned out to be a whole lot tougher than I thought possible.  How one person can act and think that they are so smart, but can't see the logic behind the explanation is beyond me.   The more I tried to explain, the more this guy asked even more bizarre questions.
tp.gifI gave him the run down on the battery clamp issues, “Yes, a loose battery clamp can make the car not start.  Sometimes you'll get one quick turn of the starter then nothing, not even a dome light. Other times you'll get a “click” which is what your car sounds like.  This can also stop or restrict the alternator charge output from entering the battery.” 
tp.gif“So, that’s why my dash lights don’t work?” he asked.
tp.gif“There's no relationship between the charge output and the dash lights.  That's a separate problem. Most likely the rheostat,” I said.
tp.gif“Well, what about the switch on my dome light, it doesn't work. I’m positive that is due to the front seal and the PVC you mentioned.”
tp.gif“Sir, it's a PCV not PVC, “Positive Crankcase Ventilation” is what it stands for, and no, it has nothing to do with your dome light.”
tp.gif“So I have two PCV’s in the car?”
tp.gif“No, just one.”
tp.gif“So where's the PVC?”
tp.gif“That would be in your house most likely. Most homes have PVC plastic piping.”
tp.gif“So, now you're telling me I don't have two PCV’s?”
tp.gif“I never said you had two.” 
tp.gifThis went on, and on.  My frustration level was getting to my MAX level, and I'm about to tell this guy just where he can put his PCV and his PVC.  But, after lengthy deliberations he eventually decided to have me at least fix something...one thing…change the battery clamps.  He had the solution for the dash lights, dome light, PCV, and the front seal. I apparently don't understand, or fail to comprehend how all his other problems are related to the dead battery.
tp.gifHe showed up later that day to pay for the clamp replacement, and it wasn't hard to tell this guy had an ego driven “micro” chip on his shoulder. He wasn't about to have some lowlife mechanic explain the physics of the internal combustion engine to such an astute individual as himself. 
 
       His parting comments as he walked out the door said it all.
tp.gif“I work on highly technical and advanced systems on home and business computers that are far above the complexities of anything you’ll ever see.  I'm better off fixing my own car, because I have a degree, and my intelligence level is far superior than any mechanic.”
tp.gifReally? That's the best you got? 
Better luck insulting me next time, fella…leaving is probably the smartest thing you’ve done so far… don’t let the door hit ya on the way out.   
 

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skm Community Regular

skm

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Now a days with YouTube, google and the parts houses it’s not just the geeks it’s just about everyone 🤪

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Gonzo Grand Master

Gonzo

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I find the real harm is in customer/repair shop relationships.   If you start your relationship at the repair shop with, "I already know what's wrong, and I know how to fix it... you just do what I tell you to." Is not a good way to begin.  This guy, well, he was probably the worst I had to deal with over the years.... because... he made it a point to tell me... straight to my face.... that I was subordinate to his refined education level.  If I was any less of a gentleman, and not an upstanding business owner... I would have reached across the counter and showed this guy the alternative uses for my extra large box end wrench.  

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skm Community Regular

skm

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very true,  but now you see even more of the ones you would not expect like the older women with a emissions fail in hand with the code on it or the parts store print out , saying they know what is wrong and hand you the paper and ask how much to fix it, when I tell them there will be a diagnostic charge, then I can tell them how much, they get angry and start saying things like " fine you don't want my business I will go somewhere else " or " your trying to rip me off I already know the problem it is here on the print out " I can go on and on but I won't LOL..  I am getting to the point where I tell them what the diagnostic will be and if they want me to look at it drop it off and at that point I have said my peace and go back to work..  Of course you always get the ones that " I have a tiny problem " and " let me show you something " ... I always tell them I have done this a long time and you aren't going to show me something I haven't seen before. So .......... " if you want me to look at it drop it off "

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    • Joe Marconi
      The Technician Shortage Is Our Fault, And It's Time We Own It
      By Joe Marconi in Joe's Blog
         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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