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K-I-S-S method

Gonzo

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Gonzo Grand Master

Gonzo

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The K-I-S-S Method

An older gentleman came to the shop with a wiper problem. His problem was simple, the wipers wouldn’t turn off. Well, that’s not unusual, this sort of thing happens a lot, it’s just the kind of repairs I like to do. Except for the fact that this guy was insistent that it had to be a serious malfunction. This made me think there was something seriously wrong with the car, he sounded so sure of himself. And if it was going to be a huge expense he wasn’t going to have it fixed, instead, he would return the car back to the lot that he just bought it from.

My job was clear, find the problem, find the solution, and make the repair. Not hard, no big deal, piece a cake…!

I drove the car into the shop with the wipers on full blast, wiping away on the now very dry windshield. Screech, screech, went the wiper blades. Just before I turned the key off I gave it a shot of windshield cleaner … damn… empty, the old guy has already went through the supply of fluid in the bottle. Oh well, shut the car off and check this thing out, I’ll take care of the fluid later.

Now the nice thing about the newer cars is the factory scanners have the individual systems on the screen so you can check them without tearing anything apart or grabbing a test light. You can read the system on the screen and determine the fault without even getting dirty, pretty cool if you ask me.

I grabbed my NGS scanner and plugged all the car info into it. Make, model, engine, etc… Found the menu for sub-systems, and what do ya know; there it is… wiper diagnostics… cool… I’ll run it through the tests.

Ah, let’s see … switch override, aha, and …main relay on… hmmm, good. Low speed, ah, yep, there’s the high speed control.. awesome … washer pump control… crap… gotta go fill the reservoir up with washer fluid so I can check it. Ok, that’s done, … let’s see, washer pump activation, press 1 on the scanner… yep… washer pump works great too. Ok, now what’s the problem…?

Reading the scanner is one thing, understanding what you’re looking at is another. Here I am with the scanner … watching the command signals on the scanner telling me that the wipers are ON, and not once looking to see what position the wiper switch was in.

All the guys in the shop are watching me standing behind the driver’s door holding onto the scanner, and dodging the windshield fluid spray as if it was incoming fire from an enemy sniper. As always there is plenty of sarcastic remarks from the crew, and few choice words from me when I would get caught with the spray.

Let’s see; I filled out an invoice, brought the car in the shop, got the scanner hooked up, played around with the scanner, and… never checked the basics. My bad…

I’m feeling a little dumb at this point, the boss isn’t suppose to do stupid things like “not checking the switch” that’s what the junior mechanic is suppose to get caught doing… not the old man himself. I was hoping nobody noticed the sly little movement of my left hand twisting the wiper switch to the, OFF position. A quick glance at the scanner’s information;……Now how about that… the scanner shows “commanded signal – OFF” and so are the wipers. It’s A miracle!

No don’t tell me… oh no, he didn’t, did he?… yep, he did. The old guy drove his car all the way to the shop with the wiper switch in the ON position… and, the dumb ass tech went straight for the scanner without looking at the car first. Ya’d think I would at least have looked at the position of the wiper switch before I did anything. It could have save a lot of time; it could have been a quick thank you from the customer, but, noooo…

Nope, just had to do it, just had to go get the scanner, after I just got done telling all the guys in the shop how we needed to simplify or diagnostic procedures and pay closer attention to the information that the customer was telling us. Which information was that??.....He just bought the car, should have been a dead giveaway. My bad…again.

I took the car around front and gave the keys back to the proud owner. He was busy telling another customer about myself, and how he knew I could fix “anything” on a car, and how I was always honest and up front with all my services. When I told him “no charge” he turned to the lady and said, “See, I told ya.”

Now with his new found information that seemingly incredible problem was nothing to worry about at all, and there was no need of going back to the car lot where he just bought it at.

Down the road went my happy, non-wiper turning off customer. I was actually happier for myself than for the customer... Why you ask? Because I didn’t have to explain to anyone in the shop … how the boss couldn’t figure out the wiper switch was left on without consulting a scanner. You know this new technology is great and these new scanners are wonderful….. But I have to remind myself from time to time….. <KISS >…….Keep-It-Simple-Stupid….

Gonzo Grand Master

Gonzo

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It is good to be able to laugh at yourself and to admit your screw ups. I haven't done anything like that at least I don't think I did anything today. :lol:

 

One of the funnest things I ever saw was the tech who was doing an oil change and while he was doing it he was talking about how he was the only one in the shop who hadn't screwed up an oil change (we had been through a rash of wrong filters, double gasketed, loose drain plug, etc.). This was early in my business and the crew I had hired then in my ignorance almost put me out of business. Well he says he is the only one who hasn't screwed up. Then let the car down and proceeded to pump five quarts of oil into the car while we all watched it run out the drain plug he had forget to put in while he was congratulating himself. What a mess and what a laugh! :D

 

Now that's funny... I had a tech do about the same thing... except he was a proud to show off that he was a ASE certified tech... and he kept on bragging that because he was ASE he knew more and could avoid making stupid mistakes.... he didn't last long.. LOL

 

But you know there's a Forest Gump around every corner... they can surprise you sometimes.

Gonzo Grand Master

Gonzo

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I hate to admit it, BUT, years back I had a no start on a car which I isolated to a problem with fuel delivery after checking for spark and yes, I too had to reach for my trusty scanner. To make a long story short, the car was out of gas and I a few seconds away from condeming the fuel pump.

 

It's good to laugh at yourself from time to time.

 

That's a good one Joe, I read your post to my wife, she had a laugh too. Then she remind me of another situation I got myself into. It was on a dual tank truck and I was trying to explain the workings of the electrical wiring to my new tech who had never worked one before. With so much effort put forth to explain how it worked I over looked on thing... he was putting gas in the wrong tank. I was looking at the front tank gauge and he was putting gas in the back... I had already found the problem and all I was trying to do was verify that the gauge moved. I was about to give up when I notice he was putting the gas in the wrong tank... my wife was close by the whole time, listening in on the "shop talk", when she heard... "Geez, we've been putting the gas in the wrong tank"... she grabbed a camera... now she has a picture of the two knuckle heads putting gas into the "correct" tank just to prove her hubby ain't allows the sharpest tack in the box. (BTW, the rear tank was full by the time I spotted the "oops") Gotta love'm ...

 

These posts remind me that work, and the shop, is still a lot of fun even after all these years. Ah, what memories....

Gonzo Grand Master

Gonzo

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Well, as long as we are in the confessing mode…here’s one: About 8 years my top tech and I were looking over a wiring diagram trying to locate a particular relay we needed to test. My tech and I are the same age and 8 years ago we were both resisting wearing reading glasses (a big mistake). Anyway, we located the relay on the diagram and saw that the location for the relay said: “WP”, which we assumed meant, “Water Pump”. My tech and I were looking in the engine compartment very confused and I said, "why in the world would they put a relay near the water pump"? One of my lube techs walked over and looked at the diagram and said, “Hey grandpa, that’s not WP, it’s I / P… Instrument Panel. Talk about an embarrassing moment!

 

Maybe we should have a contest: Your most embarrassing moment

I'm glad my stories spark a memory or two... this is the best part about writing them down... You guys make my day... and I'm proud to call each and everyone a friend for life... This is a great tribute to our industry... how guys from different parts of the country can see the humor in this crazy mixed up industry.

I take a bow to all.... thanks for the memories...

 

Oh, and Joe... the contest idea is a super one... I think we all could "one-up" each other for years and years... and just to let you know... reading glasses are important... I where bifocal saftey glasses (they don't fall off)

 

Thumbs UP all around... great stories guys.

  • 2 weeks later...
ROBK Apprentice

ROBK

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I had one, a 2005 Subaru Legacy. Customer came in stating the lights wouldn't turn off. Walking out to the car sure enough the parking lights were on, I try the switch and go from off to on and off again a couple times to confirm they weren't turning off. Open up the hood check the relay, not the problem. At this point it was late in the day so I pull the fuse and leave it for the next day. Customer finds a ride and goes home. The next day I pull up the wiring diagram to get a better idea where to start diagnosing this thing just to be sure before saying it's a bad switch. As I'm sitting in the car looking at the diagram with tools in hand ready to start pulling the cover off the steering column to gain access to the wires I notice the lights are off. Now I'm puzzled because it's all working normal... but in the back of my mind I sorta remembered bumping into a rocker switch on top of the steering column where you would usually find the hazard button. Turns out Subaru puts a switch there that operates the parking lights. My customer who has owned the car for a few years now never knew what it did or that it was even there.

Gonzo Grand Master

Gonzo

Posted
  • Author
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I had one, a 2005 Subaru Legacy. Customer came in stating the lights wouldn't turn off. Walking out to the car sure enough the parking lights were on, I try the switch and go from off to on and off again a couple times to confirm they weren't turning off. Open up the hood check the relay, not the problem. At this point it was late in the day so I pull the fuse and leave it for the next day. Customer finds a ride and goes home. The next day I pull up the wiring diagram to get a better idea where to start diagnosing this thing just to be sure before saying it's a bad switch. As I'm sitting in the car looking at the diagram with tools in hand ready to start pulling the cover off the steering column to gain access to the wires I notice the lights are off. Now I'm puzzled because it's all working normal... but in the back of my mind I sorta remembered bumping into a rocker switch on top of the steering column where you would usually find the hazard button. Turns out Subaru puts a switch there that operates the parking lights. My customer who has owned the car for a few years now never knew what it did or that it was even there.

Never figured out why that switch is there on those cars. But I'm glad to see I'm not the only one that takes the simple to difficult approach. Thanx for the post.

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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
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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? 
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      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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