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DAD'LL DO IT ------ When old Dad gets involved with the repair, the technician becomes the villiage idiot

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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DAD'LL DO IT

 

I got a call one afternoon from an old customer, friendly sort guy, easy going and quite a successful business man. He was out of country and his wife was having some car issues.

 

"Sure, just have her drop it off sometime today," I told him.

 

"Thanks, you know what to do. As long as it's not expensive just take care of it for me," he answered.

 

Later that day the car showed up at the shop. It wasn't that big of a deal to repair. It didn't need my years of experience to make the repair, but, my old friend and customer trusted that I would find the out what was wrong with it. His little wife filled me in on the problem at hand, "Oh, it shakes so badly, especially when I'm driving. I hope you can take care of it," she said.

 

What was causing the shaking wasn't a mind blowing weird issue, but a simple spark plug wire problem. One of the wires had gotten up against the hot exhaust and burnt in two. The only thing high tech about this job was putting the car on the scanner and clearing the "miss-fire" information from the computer's memory.

 

Everything was as straight forward as far as repairs go, no other problems, no other concerns. She came in later that day so happy to get her car back in tip top shape. Why, she even said it was nice to know someone like me to do this kind of work while her husband was away on business. (How nice of her)

 

What happened the next day was a total surprise to me. The phone rang, but not the usual ring. I'm no phone "whisperer", but I'm telling you, it had the kind of ring tone to it that reminds me of a Saturday morning cartoon where the phone is jiggling back and forth, nearly flopping off the receiver rest. I was leaning over the counter when the front desk took the call.

 

Seemed like a straight forward, average, nothing to be concerned with phone call. I'm not involved in the conversation I just happened to be in the front office at the time. I probably should gather up my paper work and head back to the shop. But, why am I still standing here? What is compelling me to hold fast to this very spot waiting for this phone call to end? Experience I guess… I knew something was up. The one sided conversation that I could make out wasn't sounding like a good way to start out the day.

 

Oh no, it's her…the wife with the husband out of town from the day before. Oh boy, here we go… "You over charged me, I feel cheated, I didn't give you approval to do the work, and you should have called me before doing any of it. I'll have you know my father could have done the same repair for next to nothing," she said.

 

Normally I would get pre-approval but the husband and I have been working together for years and if it was something major I would have called him… but come on, it was a set of spark plug wires… not rocket science, and the approval was already given by the out of town hubbie.

 

How did I go from the savior of the family truckster, to Satan's second born all in one day? Oh, I got it now, I should have known. Husband is out of town and the next most likely "man" in her life is… Dad. It's the old "Dad'll Do It" routine; as soon as old dad knows what's wrong … He becomes the supreme expert on auto repair and I become the village idiot.

 

It stands to reason; as a professional "DAD" he has more knowledge and skill than my measly, worthless, years of experience, and technical background in the field of auto repair. Where was good old dad the day before? Or, did dad just receive this wisdom of auto repair overnight? Well, of course he did… as soon as she told him what I wrote down on the invoice as far as the diagnosis and the repair... what a genius dad is, he's got it all figured out… that's how.

 

The only thing left to do is call the repair shop and start chewing me out for doing the job her husband wanted me to "take care of." This "20/20 hind sight" is no reason for a person to fly off the handle based on "dad's" evaluation. Stop and think for second… as a professional repair shop (Or any profitable venture) we charge the customer for services rendered, and of course, good old dad will do it cheaper…. Would you expect anything less from your dad?

 

My question is; why didn't the husband just simply call dad? Maybe the husband wasn't sure that "dad" could take care of the problem. Maybe husband and dad don't get along.

 

It could be, that dad is an ace mechanic and could have solved the problem with no trouble at all. Why "Old Dad" may have a work shop in the back of the garage, maybe in an out of the way place where he takes apart old TV sets and builds his own automotive diagnostic machine out of the used parts. Why it could have saved me --- --- "minutes"… … … in diagnostic time. What was I thinking? I need to find this guy… He could be the asset my shop has been needing for years!

 

Then again, he could just be a dad looking out for his little girl.

 

Decision making on service work after the fact is never going to make my life any easier. Whether it's the fact the husband may not have told wife exactly how things were going to be handled, or old dad is proving to his daughter he still has what it takes to keep the car on the road. I'm still going to end up being the village idiot over the whole thing.

 

Maybe next time she needs something done she should just call good old Dad first… why not… … we all know… … … "Dad'll Do it."

 

 

 

Coming up with a new story each week can be quite a challenge. I keep trying, some are better than others, but, I always post them here first. You guys and gals help make the decision of which ones go to the editors and actually get published. Your comments help a lot. Keep them coming. Gonzo


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Gonzo Grand Master

Gonzo

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A doctor explains his billing to you (Ok, the front office does) you are sitting there in pain... and you say "YES" The car can't show pain (Just wait they'll figure a way for that too) So customers don't make the connection between service work ,dollars and maintenance. Beats me why... same old thing day in and day out.

 

I told a customer the other day, "You put a band-aid on a cut, you comb your hair and brush your teeth. That's ALL mainentance, your car deserves the same treatment... maintenance can prevent failures just like brushing your teeth keeps your teeth healthy." I might as well have been talking to the glove box.

 

 

 

 

It is simply amazing how your stories can apply to each shop around the nation. I have been down that road too many times to remember.

 

I once lost a customer over charging a diag charge for finding a faulty set of wires. He was handy and did a lot of work himself. He came in one day saying his car was running rough and feels like the plug wires need replacement. I did my anaylsis, confirmed the faulty wire set and installed a new set. The wires were under a warranty,(he had bought the wires from a local parts house and installed them himself) so the only charge was the analysis. He went crazy! He said, " I TOLD YOU it was the wires, why do you need to charge me"?

 

In his mind I should have not charged him anything.

 

Can you imagine going to your doctor because you think you have the flu, and after he confirms it you tell the doctor; " It was the flu, DON'T charge me"

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