Quantcast
Jump to content

general heavy-duty 728x90


general heavy-duty 468x60


general heavy-duty 250x250

Handwriting Accountability?


Recommended Posts

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?

Link to comment
Share on other sites


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

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.

Link to comment
Share on other sites

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!

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By Joe Marconi
      From what I am hearing from my fellow shop owner friends, the shops in my area, Northeast (New York), auto repair shops are busy and steady. However, there is a feeling from many shop owners to be cautious about the future. 
      Things that give shop owners concern: Inflation, the cost of living affecting the consumer's ability to afford auto repairs, dissatisfaction with the current administration,  and possible recession. 
      Your thoughts? 
    • By Joe Marconi
      We are almost into the 4th quarter of 2022, which means that you need to consider your 2022 tax return. Many shops are having a very good year, which means there may be more taxable income at your bottom line.
      What do you do to plan for and minimize paying taxes, while still maintaining a cash reserve? 
       
    • By Joe Marconi
      As a former auto shop owner, one of the things that kept me up at night was not knowing enough about all the labor laws and human resource regulations.  
      How do you keep up with all the changes to the labor laws and human resource regulations in your state? 
    • By carmcapriotto
      We are wrapping up our 3 part series with Bob Cooper and the Q&A discussion with a customer panel at the 2022 Elite Invitational. Chris Monroe joins us as we discuss websites, google ads and cause marketing. Don’t forget to download your complimentary Customer Care Guide and an Owners Job Description Guide by going to eliteworldwide.com/ARN or find the link in the show notes.  Bob Cooper, Founder/President Elite Worldwide. Complimentary Elite Customer Care Guide Template HERE. Listen to Bob’s other episodes HERE Chris Monroe, Monroe Tire & Service, Shelby, NC. Business Development Coach,  Elite Worldwide, Elite Top Shop 360. Listen to Chris' other episodes HERE   Key Talking Points
      Watch Full Episode on YouTube HERE Websites - What they look for on websites: years in business, pictures of shop/employees (nonstock photos), connection (dogs, kids etc), phone number and email address, reviews, attraction to family business What didn't they say? Price, list of services Google Ads - Their use of the paid Google ads found at the top of search results- they do not consider them as recommendations. Consumers want to do their own research Cause Marketing - powerful but not a top priority to sway decisions, encourage referrals, and find a cause you believe in to be involved with. Complimentary Elite Customer Care Guide Template HERE. Link to Part 1 Link to Part 2
      Connect with the Podcast: Aftermarket Radio Network Subscribe on YouTube Visit us on the Web Follow on Facebook Become an Insider Buy me a coffee Important Books Check out today's partner: Learn more about NAPA AutoCare and the benefits of being part of the NAPA family by visiting www.NAPAAutoCare.com
         
      Click to go to the Podcast on Remarkable Results Radio
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      Guest Host and Shop Tour with Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service.
      Todd Cole, TC Auto Service, Corpus Christi, TX.
      Key Talking Points
      Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices.  ‘Running out of concrete' as they started growing- purchased satellite location  7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors



×
×
  • Create New...