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EGO vs. Abilities --- Sometimes your ego is your worst client

Gonzo

By Gonzo
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Gonzo

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EGO vs. Ability
 
tp.gif        For some reason, especially in the auto repair business, 
there’s a tendency for the ego to overshadow the actual abilities 
for a lot of mechanics. Sure, I can say my ego has stepped over 
the line a time or two, but for the most part, the ever changing 
industry usually keeps a person humble.  
 
tp.gif        For some guys, there’s no stopping their ever-unchecked ego 
from stepping out beyond their tool box. Especially, if they’ve 
landed a position that is far above their abilities. Some of them 
reach beyond the typical, “I know more than you do” level, to a 
status where their ever-enlarging ego has no boundaries, 
regardless if they are even qualified for such a position. 
 
tp.gif        If you ever have wondered if you’re that type of person 
or not, take this little survey and let’s see. Answer the following 
questions as truthfully as possible. Answer each question – yes or no. 
 
1.tp.gifI know all there is to know about cars.
2.tp.gifAll the other mechanics are below my abilities.
3.tp.gifCustomers come to me because I’m the best there is. 
4.tp.gifHave you ever said to another mechanic, “Get out of my way, I’ll take care of this.”
5.tp.gifI don’t need to take advanced classes, I should be teaching them.
 
        If you answered any of these questions with anything other than ‘NO’, you probably need to check your EGO at the door.  
 
        It’s not hard to spot these egotistical mechanics though. We’ve all ran into one at some point in our careers. You know, that one guy that runs his mouth all the time, or walks by each service bay shouting louder than everyone else while making claims he could fix that problem faster than you can. That one guy who, when given some authoritative position, turns into a ‘mini-Hitler’. Or, the one who can’t seem to finish his own work, but at the same time, he’s awfully chummy with the boss. The kind that swings into action if the boss says ‘jump’, but never actually accomplishes a thing. Yes, we all know ‘that’ guy. Worse yet, is when these type of individuals break their ties to the tool box and move to other aspects of the auto repair industry. Like the front office. 
 
        When I was first starting out, I worked at a small local dealership as a helper. I wasn’t even what you might call an apprentice because I wasn’t assigned to a mechanic or strictly to the mechanic shop. I was more the guy who cleaned up the bays, held tools, and brought parts from the warehouse to the service bays. Everybody was great, and encouraged me to learn more and more. All but this one guy. It wasn’t long before it was universally known throughout the entire building that ‘this’ was our egotistical wrench head of the shop. 
 
        This guy had something to say about everything. You couldn’t even sweep a floor or roll up a hose without him saying something demeaning or repulsive. But, it only got worse. Apparently, his boisterous attitude made it all the way to the front office. But, being the ‘non-car-front-office-people’ that they were, and since this guy couldn’t stay in his own bay long enough to finish anything, they made the assumption he must be their gift from the wrench gods. Which, in turn, must mean he deserved a promotion to bigger and better things. They made him the shop super. 
 
        Now, his ‘little-Hitler’ mentality came out with a vengeance. Nobody was safe from the torrential down beating this guy dished out. Even with numerous complaints, the dealership head honchos still believed he walked on water. His greatest skill was not wrenching, or diagnosing, but getting rid of anyone that said anything against his ideas, or even remotely showed any signs of intelligence beyond his mental capacities. (Didn’t take much by the way) 
 
         It wasn’t long before his ever oppressive antics started to affect the quality of work and the number of customers that used the dealership service department. Soon, every tech that was left had had enough. They were all packing up their tool boxes and heading down the road. After a while, even the need to have some young kid sweeping floors and running parts back and forth wasn’t needed, because there were more empty bays than full ones now. 
 
        This egotistical maniac even thought he could teach the other mechanics and helpers something about the auto industry that apparently … only he understood. His method of instructing was appalling. It usually consisted of him shouting at the top of his lungs from the front of the room, while showing the aspects of some out of date process. He even had his own homemade jargon and squirrelly nicknames for these long forgotten components which only fit a cars that haven’t seen a service bays for decades. All the while, pointing a three foot long piece of dowel rod like if it were some sort of magic wand. 
 
        It was more like watching a circus clown trying to explain advanced quantum physics. His true attitude was even more apparent if you asked for help on something. Instead of helping, he would come over and take whatever it was you were working on and rip it completely back apart, then telling you that you did it wrong. Ya know, if you already ‘knew’ you did something wrong, how is starting over from the beginning ever going to help? Two wrongs don’t make a right, and you ‘still’ don’t have any clue what you’re doing. 
 
        But, as with a lot of these ego driven socket jockeys and little Hitler attitudes, it’s just a matter of time before upper management takes notice. However, for this dealership, it came bit too late. The place closed due to lack of work. Like ya didn’t see that coming.  
 
        So, why am I bringing this up? It’s not funny, it’s not technical… what gives? What’s the whole point of this story? It’s for you to consider the results of your actions when you’re talking with a customer or for that matter another mechanic. The fact that a customer or fellow mechanic doesn’t know what you know, is probably the very reason your customer or that mechanic was asking you for your advice.  
 
        You may find that technology is starting to pass you by because you’ve spent way too much time telling everybody that you know it all, instead of studying that very technology you claimed you knew. (You can only BS them for so long) Maybe, it’s time for you to eat a little humble pie and accept the fact that you need to advance your training just to be able to do what you thought you already knew how to do. 
 
        It’s easy to find yourself in this business thinking you’re above reproach. But, honestly, we all can learn a lot about the make-up of today’s cars and even more about helping other technicians and mechanics without going to the point of becoming the next little Hitler. 
 
        Years ago a mechanic’s job was all about turning bolts, twisting screws, and adjusting cables. Today, the stereotypical mechanic doesn’t really have a place in the service bay on a daily basis. Tomorrow’s tech is here today. That’s the guy or gal that is heavily involved with advanced electronics, data lines, and computer strategies, but they still need to turn those nuts and bolts just like before. Above all, the auto repair business is on the brink of being so sophisticated of a career choice that the shade tree adventurer will be hard to find.  
 
        Every mechanic needs to learn and understand today’s vehicles to be profitable and to be respected in the industry as well as with their clients. It may take a while to bring the world of automotive repair up a few notches from that old stereotypical mechanic we all knew. But, we could all start by showing a little more respect to others, as well as ourselves and especially to our fellow mechanics. 

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  • Have you checked out Joe's Latest Blog?

    • 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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