Handwriting Accountability?

[Joe Marconi]

We have specific forms we use with first time vehicles, to obtain all the correct vehicle and customer information. Either the service advisor will fill out all the vehicle information or the tech will, or a combination of both.

 

It was very busy the other day and I gave my young tech the form and instructed him to bring a first-time customer’s car in for a state inspection and a LOF. He brings me back the form filled out, but it appeared he used a language I did not recognize. I called the tech over and said, “Please help me understand what you wrote, is this the VIN number? Is this in English”? He said let me read it for you. He grabbed the form and stared at it for a few seconds and then he said, “Boy, I can’t read it either”. Now I’m getting hot, it was busy and he wasting my time and his time. He had to run out to the car again and re-enter the info.

 

I said to him, I don’t expect you to write like a calligrapher, but you need to write so that others can read it! He said that’s the way I write. I will try to write better. I told him that’s the reason you don’t write clearly, you were told to “try” in school, but this is real world, trying is not good enough.

 

He walked away upset and I was too, maybe I was too tough on him. But please, he couldn’t read his owner hand writing. Was I wrong, right? Too tough? Not tough enough? The way I see it, if he's sloppy with his handwriting, will that spill over with his work?

[xrac]

I do not think you were too hard on it. I agree with you.

[FROGFINDER]

Some of my mentors won't hire a person that can't write or spell.

 

 

 

 

[shopguy32]

This is a hard one to answer.

I would first have a couple of questions:

 

1. Was this handwriting or printing?

2. Was it definitely a different language? (my comments are assuming it is English, just very sloppy)

3. Does the tech have an underlying medical condition that prevents him from keeping his hand steady during certain tasks?

 

I disagree with your statement about his schooling. You would have no way of knowing how hard he tried in school. I have been involved in Auto shops for over 25 years and I've seen handwriting and printing of all degrees of neatness and from people both young and old. I personally have to print everything. It's still not the neatest but is is readable. If I used my handwriting, a pharmacist couldn't decipher it. But as an employee I would probably not offer up my reason for sloppy handwriting...which just so happens to be a nervous system issue. I take pride in the work I do.....I'm concerned with quality no speed. So the handwriting may have no bearing on the work.

 

I think you should take the time to coach the employee, on proper techniques for how you want the repair orders filled out. If that means he prints instead of writes, than so be it.

 

If he wrote it in a different language, than you have the write to reuire him to be able to read and write in English.

[Joe Marconi]

This is a hard one to answer.

I would first have a couple of questions:

 

1. Was this handwriting or printing?

2. Was it definitely a different language? (my comments are assuming it is English, just very sloppy)

3. Does the tech have an underlying medical condition that prevents him from keeping his hand steady during certain tasks?

 

I disagree with your statement about his schooling. You would have no way of knowing how hard he tried in school. I have been involved in Auto shops for over 25 years and I've seen handwriting and printing of all degrees of neatness and from people both young and old. I personally have to print everything. It's still not the neatest but is is readable. If I used my handwriting, a pharmacist couldn't decipher it. But as an employee I would probably not offer up my reason for sloppy handwriting...which just so happens to be a nervous system issue. I take pride in the work I do.....I'm concerned with quality no speed. So the handwriting may have no bearing on the work.

 

I think you should take the time to coach the employee, on proper techniques for how you want the repair orders filled out. If that means he prints instead of writes, than so be it.

 

If he wrote it in a different language, than you have the write to reuire him to be able to read and write in English.

 

All valid points, Thanks.

 

I was being sarcastic about being English, it was. Sometime my reaction is because my experience has shown that some attributes are part of a bigger picture. My handwriting is terrible, but as you said, it's not a direct link to my ability. The difference: I take the time to write so others can read it.

 

The tech in question has completed a two-year course from a prominent automotive school. He has the intellect and the potential. He is well spoken and has talent. What I think he lacks is the awareness of paying attention to detail. My quick reaction was more due to the fact that we have gone over this before. Handwriting and sloppiness are two different things. It’s my job as the leader of the company to look at the entire person. Again, decades of experience has taught me to look at work habits and to convey the importance of being a complete individual. We have many in-house meetings, both team meetings and individual meetings, working on all the little things that make a big difference at the end of the day.

 

I posted this more out of frustration for my reaction or over-reaction. I am old school in many ways, but I truly have this tech’s best interest at heart, and the interest of everyone who works for me. I don’t want sloppiness to put himself or someone else in a potential dangerous situation.

 

Thanks for the input, really do appreciate it!