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Do Technicians give you pushback on performing the Multipoint Inspection?

Joe Marconi
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newport5 Enthusiast

newport5

Posted
Posted
To:victorb newportmotorsports.net
Thu 1/4/2024 9:55 PM
 
 

Regarding:  I recently spoke to a shop owner who told me his techs give him pushback on performing the multipoint inspection (MPI). After a few questions, I think I revealed the REAL problem. His techs are paid Flat-Rate, and not being compensated to do the MPI.

(If so, that seems simple: pay the techs. A half hour? I knew one shop that paid a full hour. How long does it take them? But I can hear the shop owner saying: But it’s more money for the techs. Yes, AND more for the shop owner)

 When on flat rate, every minute means earned pay. However, is it a flat rate issue or a culture and leadership problem? (pay the techs) Or the wrong employees? (Pay the techs)

(OR, other possibilities. Do the techs have two racks each so they can work on another car while the estimate is written and the customer called? Or do they wait? Does the advisor write it up in a timely fashion? Are the advisors getting enough approved?)

I realize that time must be compensated on that type of pay system, but what about the customer and their safety?

(I think that is more the shop owner's concern, but I would think ANY tech would point out a safety issue. Having said that, I got tired of hearing safety brought up along with “benefits and value” when getting approvals, so I searched how many accidents were caused by faulty vehicles. If I remember correctly, of the 3 or 4 top-ten lists of causes of accidents I found, only one list had mechanical issues and it was 9 or 10 on the list.)

And speaking of MPI’s, how does every car NOT get one? Isn’t that a shop’s job? Let the customer know about issues so they can decide to do them now or in the future? Of course, using the advice of the advisor, who’s looking out for the customer’s best interest, not their own.

Or is the shop too busy to add another hour or two in the day? If not, then you have to take the time to make another appointment, write them up when they get there, put the car on the rack again, take it off again and road test it again. That sounds like 20 minutes. At only $120 an hour that’s $40. You’ll have to bill $120 to earn that $40.

Schedule it lighter? Are the advisors swamped? But that might be for another post.

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    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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