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New Dog, Old Tricks --- Sometimes teaching a new tech involves more than just books and tools

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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New Dog, Old Tricks

 

 

 

"Sit! Sable, sit", I tell the family's new German Shepherd pup. When she sits, she gets a treat. "Good dog, Sable... good dog."

She's only 8 months old, but she is already turning out to be a great dog for the family. We've decided to make sure she has the proper training, and not learn any bad habits from us "novice pet parents". Instead we are taking her to training classes once a week with an expert dog handler/trainer. We're hoping to have Sable trained as a "companion dog" after all the training is finished. Although, really... the training never ends. Every day there's a new challenge and a new skill to learn.

 

At the training session all the dog handlers (Oops, I mean pet parents) are standing in a straight line waiting for our next instructions. I've got the leash in hand, the dog at heel position, and I'm intent on listening for every instruction the trainer tells us. It reminded me of those early days when I first started in the repair business. There I was a naive, still green behind the ears young tech thinking he knew it all, only to be told to go sit. I spent hours upon hours walking alongside another tech, observing how he solved a problem or made use of a certain tool. I guess in a way I was just like the pup... I probably looked a lot like the dog; eager to see what was to be next, well… OK, everything except for the tail wag and the tongue hanging out, of course. It took some time to learn this trade, but I eventually caught on how to diagnose the problems and make the repairs myself. But, just like Sable, I learn something new each and every day.

On occasions I'll have an intern in my shop doing their "hands-on" training. They're just as eager to learn, watch and understand what I'm doing, just like I was back then. They want to know how to use the variety of tools, scanners, and equipment that most of us who have been in the business for years take for granted. I have to stop and remind myself, "These interns don't know those old school tricks. They don't know what I know... I'm here to teach those things that can't be taught out of a book."

 

There was this one intern I had who really wanted to be involved with every repair in the shop. He was a pretty sharp kid, he had already been through several class trainings, and did some hands on at another shop. But, he still had a lot to learn. His enthusiasm was contagious to say the least, which, by the way, made it a lot easier to let him be more involved with each and every repair.

 

One day, shortly after he started, we had a mid-90's GM come in the shop. I pulled the car into the service bay where he was waiting. Then I jumped out and told him, "I forgot the work order. I'll run up front and get it. Pop the hood open, would ya. I'll be right back". When I came back, there he was kneeling in front of the car peering thru the grill with a screwdriver, trying to pry the hood open.

 

"What the heck are you doing?" I barked at him.

 

"The hood wouldn't open, so I was going to "jimmy" the latch."

 

I just stood there holding my head with my hand, while looking at the floor, shaking my head back and forth.

 

"Here, let me show you something," I told him.

 

I reached in and pulled the latch one more time, then went out to the hood and lightly popped the hood with my fist just above the latch. "Pop" goes the hood. He stood there with a surprised look on his face.

"How did ya do that?" he asked.

 

"Oh, a lot of these stick like that; all you have to do is give it a quick little pop and it springs open," I told him.

 

I didn't realize it at the time, but I just showed this young wrench hand a little something most techs already knew, and for the most part took for granted. For him, this was a revelation.

 

"You can put that screwdriver away, Bud," I told him.

A few weeks later I needed an 8mm bolt for a project, and my intern... as always... was standing right next to me. "Go over to the miscellaneous bolt bin and find me an 8mm with fine thread, if you please.

"Going to get it right this second, Chief," He said with a grin, and off in a flash went my energetic intern.

 

He seemed to be gone for quite some time, and I was getting a little concerned. It shouldn't take that long to find a bolt. I went back to the storage room where we kept the bolt bin, and there he was sorting bolts, still trying to find the right one.

"What's the problem?" I asked

"I'm not sure if this one is 8mm… or this one," he answered.

 

"Why don't you go over to your tool box and grab your 8mm box end wrench, and come back here."

 

With that he shot out the door and was back in just a second. He came into the storage room at full speed, and then stopped dead in his tracks just in front of me holding his wrench in his outstretched arms.

 

I handed him a bolt, "Here try this bolt with your wrench."

 

As I expected, he went right for the hex head and tried to fit the wrench to it. "No, no... Use the box end, and see if it fits the actual bolt. Not the part you turn the bolt with, I'm after the actual bolt size."

 

He caught on pretty fast, even though he still had a bit of a puzzled look on his face. He slid the box end of the wrench over the bolt for a perfect fit. "See, there ya go... that's an 8mm bolt for sure," I said with a grin.

 

The smile he had on his face was priceless. Here again was another example of a new tech learning an old trick. Eventually my young intern became quite a tech in his own right. After graduating from his tech class, he got a job at a large shop in his home town. I'll bet even to this day he is probably learning more old tricks, and someday he'll be the guy showing them to the next young tech who comes along.

In the meantime, my handling skills and dog training continue. I've got a lot to learn myself. Just like in my chosen trade the skills you learn are equal to the amount of effort you put into it. I'm kind of the old dog these days, but I'm not afraid to learn a few new tricks myself. But, I'll be sure to pass on my "old tricks of the trade" to the next tech in line. Oh well, back to dog training... "Sit, Sable, Sit!"... Good dog... good dog... Now if I could only teach her to fetch me that 8mm wrench....


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Gonzo Grand Master

Gonzo

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She's a little high strung... LOL. Gets pretty excited when there's an unfamiliar person around or a different dog. Goes into her "Cujo" mode... barks and snarls...LOUD... but the training is helping. She's totally harmless but you know how it is... big dogs, big barks... it'll make ya back up.

The most surprising thing is... frisbees... the dog LOVES frisbees... she'll catch it no matter how far you throw it or how high. She'll actually stop, look up, and follow it with her eyes. And I'm not kidding... as long as her legs will get her there she'll catch it.

Started introducing her to frisbees at about a month old. Unbelievable... the dog trainer can't even believe it.

 

Oh, well... enough on that. Again... as always, I really appreciate your input to the stories... Your insight is more than just a casual glance at the story... you get it... you understand them... and for that I tip my hat to you... well, in this case maybe a frisbee...that is if I can get it from the dog. LOL

 

 

They say experience is the best teacher, but that doesn't mean you can't learn from someone else's experience. Sometimes when I look at entry level techs, I ask myself, "Was I ever that young"? Lord knows I made my share of blunders.

 

I remember years back I hired a young tech straight out of a tech school. One of his first jobs was to perform a brake inspection. The customer was complaining of a vibration when applying the brakes. I road tested the car with the newbie. After a few stops he turns to me and says, "The left front caliper is hanging up, causing the rotor to warp". I stared at him and said, "You can tell that from a road test"?

 

Maybe he was trying to impress me; maybe he really believed he nailed the diagnosis. I just told him to go through the brake inspection process, JUST to be sure. It turned out only needed front brakes and rotors. By not making a big deal, he learned his lesson.

 

PS: Good looking dog!

Spence Enthusiast

Spence

Posted
Posted

Nice lookin dog Gonzo.

 

Adjusted many of those hood latches on GN's because the guys hated hittin there hoods.

 

I have a shephard too. I think he is easier to train then a newbie. I show then until they say they got it. From there I'm letting them struggle at times with a leash that keeps them (and more so the customers car) out of trouble to help it sink in. Going over the path taken to see it there were un necessary steps is something I not only do for/with them but also myself.

 

Enjoyed reading it. Have a good day.

 

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