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Where Ever You Go .... --- I was asked, Why do I write these wacky stories

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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Where Ever You Go...

 

I was asked some time ago why I write these crazy articles about the car repair business. Why? Well, the only way I can explain it is to put yourself in the position I'm in on a daily basis. I spend a better part of my day trying to understand what a customer is explaining to me,while using my training, background, and basic common sense to come up with a logical answer to their problem. This is where these true to life stories all start.

 

 

 

Then again, a lot of us "in the trenches guys" (mechanics for short) never have the time, nor realize that no matter where we are in this crazy world... people have the same kind of answers to car repair. During an average day a mechanic might work on vehicles spanning more than 20 different production years. Nothing is ever the same, and nothing ever remains the same, from year to year, model to model, or from manufacturer to manufacturer. These differences can be as varied as the people we meet. Knowing these changes in the car systems can be overcome with years of experience. Knowing how to deal with the attitudes and personalities of the consumer can take a lifetime.

 

 

 

The different ways people will explain their car problems to the mechanic can be baffling or even misleading as well. I try never to approach a situation with blinders on and get lead down the wrong repair path. Sometimes, their explanations leave a lot of doubts as to what they really are trying to say. For some people, explaining things isn't easy, so their way of getting their point across is to use an extremely long version of the story or a complete biographical saga from their childhood to the present, just so I don't miss any details. (I would say I've heard it all,but that wouldn't be fair to all those untold stories I haven't heard.)

 

 

 

It's hard to remind myself that I'm not going to make a customer out of every phone call, nor patron who comes in the door, but I'm still stubborn enough to try anyway. As one long time shop owner once told me years ago, "Don't do business with people you can't get along with or ones you feel uncomfortable around." I tend to believe that's true after seeing the variety of people I've run across over the years. But, those odd and different personalities and explanations about care problems are the best material for the next new story. Ya never know...the next one through the door might be a real winner. Like I said, some people can't just tell you what's wrong. They have to involve everything from the family pet to their last vacation photos. Believe me, I've sat through plenty of vacation photos, and have heard thousands of dog stories over my years behind the counter.

 

 

When it comes to explaining things back to the customer about their car there's only so far I can go. I usually try several different angles to bring the technical answer down to a level that is acceptable to the patron,but sometimes their comprehension requires everything from charts, graphs, to hand puppets. Sometimes even explaining things to the customer is a show in itself. Oh yea, it can be just as comical watching me try to explain something as it is listening to their stories.

 

After many years of standing behind the counter, I tend to have a "sixth sense" about the upcoming repair, either from the reactions of the customer, or from the condition of the car. I tend to go back through my memory files and find a situation that is comparable to the latest one. After all these years there's no doubt there are some comparisons to a story I've already put to ink and paper. Writing these stories down also makes it easier to relive those situations, and think of either a better way to handle it, or be aware of the proverbial outcome. In some small way I hope people who read my stories not only see the humor in these situations, but also take away from it a bit of knowledge and respect for these crazy situations. I like to think of it as a life lesson that can't be taught out of the automotive repair manual. But, it's something everyone has or will experience.

 

 

 

You could call it a reality check for the automotive world. I write about the everyday events in the auto shop, not some made up management improvement idea that's going to improve your bottom line. I don't try to be something I'm not; I'm only a mechanic and nothing more. I write about the stuff you and I as technicians have to deal with in our daily jobs. Mechanics from all over the world email me, and have no trouble relating to their stories, and you can tell they're smiling while they write that email. It helps everyone realize they are not alone in this wacky world of automotive repair. And that's what these stories are really all about. But, these stories are not just for automotive mechanics, it's something anyone who deals with the general public will enjoy reading. I even have doctors,lawyers, bank executives, roofers, and a whole lot of other professions who read and relate to the stories.

 

 

 

When you take the time to really think about it, somewhere in our family tree we all have that crazy relative who has done something weird, or a co-worker whose elevator has skipped a few floors. It might even be something you've noticed on the news or on the drive home… you just never know where the next interesting story will come from. No matter where we are there's always something out of the ordinary going to happen sooner or later. And, as long as that keeps happening, I'll keep writing. I guess there's really only one way to explain people and the crazy situations we all get into.... wherever you go, no matter where you are... something wacky,insane, or downright crazy just might happen.

 

 


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Gonzo Grand Master

Gonzo

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As long as I get a laugh, or just a smile, maybe even a simple nod of the head... I'll keep writing these stories.

Gonzo Grand Master

Gonzo

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So true Gonzo! When I tell myself, "Now I've heard everything", something new comes along. You look at life thru the lens of a writer, always seeing the inner story. That's a gift, and we are lucky that you can bring out things in life that we are aware of, but when you bring it out, it has a deeper meaning. So keep looking thru that lens and keep writing!

 

Golly Gee... I didn't know I did that. LOL

Hey, thanks a million Joe... your comments are an inspiration. Thanks buddy

Brent J Apprentice

Brent J

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Its nice to read about people that experience the same crazy day to day things that happen when you work in an auto repair facility. I try to explain these things to my wife who doesn't have a clue what I'm trying to explain to her.

Gonzo Grand Master

Gonzo

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Its nice to read about people that experience the same crazy day to day things that happen when you work in an auto repair facility. I try to explain these things to my wife who doesn't have a clue what I'm trying to explain to her.

 

For Christmas get her a copy of my book. After she reads it she'll understand.... after she stops laughing... LOL

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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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