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You Want Fries With That? --- So many people are in a hurry these days

Gonzo

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Gonzo Grand Master

Gonzo

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You Want Fries With That?

 

 

I often wonder if some people think car repair is like a fast food drive up restaurant. They must be thinking it is, because it's the only way to explain their actions and questions at the front desk. I've even had people pull in front of the shop or right in front of a bay door (blocking any progress I was making) and expect me to do whatever it is right then and there.

 

Where in the history of auto repair did this ever get started?

 

Some of these "hurry-up-get-it-done-now" people just don't get it. They seriously think there is a magical scanner that will not only diagnose, but also repair their car in 15 minutes or less. Now, I pride myself on diagnosing most problems within a given time period, usually 10 minutes or less, to no more than 45 minutes for some stubborn type problems. If it takes longer than 45 minutes just to diagnose it, I'm either doing it wrong, skipped a procedure, or I've finally met my match, and it's time to go flip hamburgers for a living. But if we are talking about the actual repair … that can take a lot of time.

 

But as far as what it means to a service tech when somebody wants to wait while hovering over them like a vulture… well, it usually means (to me), they don't trust the technician. Maybe they just want to learn something… Really?… Learn what? How to fix their car so they don't have to bring it into the repair shop next time...? I guess that would speed things up a bit. But I'm not there to teach, I'm there to fix the car. I'd like to tell them they should go stand over the cooks and watch how they're making their next burger … yea; I can see that going over real well at the restaurant.

 

There is also another type of person out there that not only has a great deal of miss-trust for service people, but their personal lives are so hectic they can't slow down to watch a sunset. They expect everything in their life to snap to attention when they say go, and nobody better slow them down.

 

They'll wait in the lobby or waiting room for only so long, and then they'll start to pace around like a thoroughbred race horse anxious to get out of the starting blocks. First in the waiting room, then into the front of the office, finally their pacing reaches out into the parking lot, and up and down in front of the service bay doors… usually with their cell phone stuck to their head, trying to find another repair shop in the area that can "get-to-it" quicker than I can.

 

By the time the pacing has reached the service bay level, the waiting is usually over, and they'll come up with some excuse like, "I just need to check on a few things across town. I'll be back in an hour or so" or "I forgot something at home, I'll be right back. Save me a spot OK?" Sure … you forgot something … Oh don't worry, I've saved a special spot just for you.

 

Now really, do ya think I just fell of the proverbial turnip truck just yesterday? I guess you think you've come up with this grandiose idea of how to graciously back out of waiting all by yourself, and nobody has ever tried that line on me before. Right, you keep thinking that… … and of course, they never make it back… they're gone… gone for good.

 

My wife will always tell me, "One car at a time, honey." I know, I know… it still bugs me that people can't be patient. I guess I'll never understand.

 

Maybe what I should do is buy an old fast food restaurant with a drive up window, and set up a menu board with a selection of different types of auto repairs on it with prices clearly marked. Forget diagnosing cars, forget verifying complaints, and just fix whatever they order through that scratchy sounding intercom. I'd do all the money transactions at the first window, and then motion them onto the next window where a team of techs would jump out with little paper hats on and go at it with the speed of a pit crew. Wrenches flying, impacts at the ready, timing belts flying through the air and landing in the engine with every tooth precisely in place, and… before you know it… the car is back on the road.

 

Wow, what an idea…

 

Rush, rush, rush, rush… hurry, hurry, hurry… that's what it's really all about. I'm rushed enough anymore, I don't need any help from a cell phone carrying customer pacing in front of my service bays. It should be pretty simple to understand if all the bays are full and people are busy it's more than likely you're going to have to wait. You know, we all can't be first in line… quit shoving; you'll get your turn.

 

What's really funny, well sort of funny… is the car in question isn't even in the service bay yet. We haven't even begun to see the fun we'll be having with Mr. or Mrs. Hurryup especially when you finally get it diagnosed and you tell them it's going to take a few hours to fix their car.

 

I'd like to think I can help anyone who comes to my door, but you know, I've been at this a long time. I know better. Trying to please everyone is never going to be possible. I'm better off standing at the front desk and taking down their information and when they tell me… "I need this done right now!" I'm going to answer them with;

 

"Do you want fries with that?"

 

and see what kind of response I get then.

 

 

 


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Gonzo Grand Master

Gonzo

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And those are the ones that usually will tell you... "I'm not in any hurry... take your time..." LOL... man I know what ya mean.. been there,

 

Your article reminds me of the woman who dropped a car off this week and then called every 30 minutes to see if it was done. She drove us crazy.

Gonzo Grand Master

Gonzo

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Been there, don't that.. totally agree with ya Joe... If the customer would just sit down and wait, or wait for my call... I'll bet I could take care of it. I hate being pushed and shoved into a repair because THEY are on a time crunch.

 

I've even had them tell me, "Call, me when your slower, I'll bring the car back then so you can get to it right away." Seriously??? you want me to call you when I'm not busy?? I seem to have lost there number, hmmm, ....

 

I have been saying for many, many years; Fixing cars are not the problem, it's the owner of the car that causes all the issues. Left alone and with all our resources, we can fix nearly anything that comes through our bay doors. The frustration and stress orginates from the vehcile owner.

 

Here's my nightmare (happened the other day, again). A customer arrives a 3:00 in the afternoon and wants his check engine light diganosed. After telling him that he needs to dropped the car off and words back and forth that all I need to do is through it on that fancy machine, he says, "Let me see if there are any other shops around that could do it sooner".

 

My nightmare? He's back at my service counter an hour later, everyone else through him out too!

ROBK Apprentice

ROBK

Posted
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Been there, don't that.. totally agree with ya Joe... If the customer would just sit down and wait, or wait for my call... I'll bet I could take care of it. I hate being pushed and shoved into a repair because THEY are on a time crunch.

 

I've even had them tell me, "Call, me when your slower, I'll bring the car back then so you can get to it right away."   Seriously???  you want me to call you when I'm not busy??    I seem to have lost there number, hmmm, ....

 

I get that just a little to often! I have a handful of customers that want to just come in when they feel like it but refuse to call ahead to make an appointment. They show up and if I tell them I'm backed up I'll get a "well I'll try again in a few days when your not so busy" or the "call me when you have time" but for reasons I cant comprehend resist making an actual appointment in advance.

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  • Have you checked out Joe's Latest Blog?

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      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? 
      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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