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Nobody's Perfect -- -- Let's face it... nobody is perfect

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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Nobody's Perfect

Who - Who - Who's perfect? Not me...

 

We're all human. We all make mistakes or poor judgments. I know I'm not perfect. I'm probably my worst critic, and the best example of not being perfect. As a mechanic, perfection is something every customer wants me to obtain when I'm working on their car. Sometimes it's easy, and sometimes things just don't go as planned.

 

A few days ago I was talking with a mechanic from another shop about this very subject. His shop has a steep parking lot in front of it. It's great for getting a dead car into a service bay, but sometimes can be a challenge getting one out. He told me about a customer who came in a few weeks ago with an emergency brake problem. The service writer wrote the work order up and asked the customer where the car was parked.

 

"I parked it on the top of the incline in front of your shop," the customer tells him.

Just as the service writer looked up from his paper work a red driver-less car was slowly moving down the steep drive towards the service bays. The service writer asked the customer, "What color did you say your car is?" The shocked customer ran out of the lobby only to watch the car smash into the yellow barriers between two of the shop doors. The hood, the bumper, the grill, and the windshield all need mending.

 

"I guess I should have left it in gear," the bewildered owner tells the service writer.

Nobody's perfect, things happen. A moment of lost concentration or poor judgment is all it takes. Even with the best of intentions, there's no guarantee things won't come crashing down. Just a few weeks ago another shop owner and I were discussing some of the antics we've seen over the years of car repair. He mentioned to me about a guy he had working for him who liked to move his entire tool box to a job site. The mechanic was finishing up replacing tie rods on a car when he started to let the car down off the lift. While lowering the car another tech asked him a question. Totally forgetting that he had left his roll-around tool box under the lift, it came down on top of it with a loud "Crash" and "Smash" as the tool drawers popped open spewing their contents across the floor. The car was undamaged but the tool box, well, it didn't fare as well.

When someone brings parts or components into the shop for me to install I often wonder if they are fully aware of the pitfalls of self-diagnostics, or that what they are attempting to do may not be what they anticipated. Sometimes they find out the results they were told by the person selling the part isn't "exactly" what they expected. One time I had a customer come with an aftermarket horn he purchased at a discount parts store that he wanted me to install. It was styled like an old model T "ah-ooga" horn. The guy asks me, "Can you install this for me, and set it up so I can use my factory horn button with it?"

"Sure, no problem," I said. "Should we see how it sounds first?"

 

"No, that's OK. I heard one very similar to it in the store, it was shaped a little different than this one, but he said it sounds exactly the same."

 

Alrightly then, suit yourself... I guess I'll find a place to fit it in. There's not a lot of spare room under the hood of newer cars, and this thing was huge. The only place I could find to put it was just below and behind the headlight assembly on the passenger side. It barely fit in the space, but with a lot of maneuvering I gave it its new home.

 

Of course, I've gotta hear this new tooter toot for myself. Uh, oh... I don't think this is what he expected. It wasn't exactly a perfect "AH- OOGAH" … more like a sick cow mooing. There weren't any adjustments or anything else that could be done to it... what ya got...is what ya got.

"I don't think this is what you were after, sir," I told the new horn recipient, "What now? You want me to take it back off?"

 

"It's perfect!" he tells me, "I like this sound better." (Eww?!? - sounded awful to me. Well, then... one sick cow horn it is...). There again, just because I don't think it's perfect doesn't matter... the customer liked it, and that's all that really matters.

 

It's not a perfect world out there and things can and will go awry. If it was a perfect world out there, who would need a plumber, a doctor, or a mechanic? Nothing would break, nothing would wear out, and nothing would go wrong. There wouldn't be cars gliding down steep hills with bad emergency brakes or horns that sounded like a sick cows.

 

Of course, in the repair business, there's always the problems generated by missed diagnosis or a faulty new part that adds to the frustration. I've had numerous occasions where several parts in a row are faulty right out of the box. Only to find out that an entire shipment was manufactured wrong.

 

This brings me back to that ultimate issue... perfection. The ultimate goal. Life isn't perfect; it has its ups and downs just like everything else. If you're not feeling "perfect", you might need to see a doctor. They're a busy bunch of professionals, those doctors are. We as humans are far from perfect, so it's not long before we all might have to go see the old "saw bones" for some repair. At the doctor's office you wait... sometimes for hours just for that fifteen minutes of office time with the doc. In a perfect world you wouldn't need to wait, but we all have to get in line with the rest of the human race when it comes to seeing most professional help with something. (I always wondered how some people can sit at a doctor's office for several hours for their fifteen minutes with the doctor and never complain... but, at the repair shop they can't wait fifteen minutes to get their car in the shop for a several hour repair.)

 

In a perfect world all car parts would be treated like the different organs a doctor would transplant. Everything is checked, double checked, then and only then, would we use those components. But, that's not how things are in the real world. Some people prefer the bargain priced parts for their car. There's a good chance those imperfect choices for the road missile we speed down the highway in (affectionately known as the family car) could lead to an even bigger problem later on. I doubt you're going to hear anyone at the accident scene say, "Well, he would have made it, if he wouldn't have used those cheap car parts from that fly-by night repair shop."

 

Let's face it...nobody's perfect.


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Gonzo Grand Master

Gonzo

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Posted

There are a lot of deep-rooted lesson in this article. I am not sure if that was intentional or just my perspective.

 

I often kid with my doctor and tell him, "Hey Doc, you give me medicine when I am sick, it does not work, in fact it makes me sick even worse that when I came to see you. I have to go back two or three times to see you until you get the right diagnoses and the right medicine....and I get charged big bucks each time".

 

I think it's funny...the doc? He doesn't think it's too funny.

 

Again, this article has many directions and meanings and enjoyed reading it.

 

By the way, How's my grammer, perfect or not?

 

I played that same game with my dentist. After he did a root canal I had about 3 or 4 weeks of bliss then the pain started back up. Turns out he didn't kill all the nerves on that particular tooth. And YES... he charged me AGAIN.

They really don't think it's funny when I compare their efforts to ours. LOL... actually... I don't care what they think. Those guys spend 10 plus years learning a trade where I spend a lifetime and quite frankly never master it... (Neither do they)

 

Grammar? (spell check - "grammer" in your post) I wouldn't ask me about that. I write it down, I don't punctuate, my wife proof reads ALL my stories. LOL

kenk Collaborator

kenk

Posted
Posted

Nobody's perfect, but to the auto technician that sees his or her mistakes and does make good on them, is as close to perfect that you can get. That's the guy I want working on my vehicles!:rolleyes:

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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.
      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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