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Questions, Answers, and Questions - - Some people answer their own questions...only to leave with no answers.

Gonzo

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Gonzo Grand Master

Gonzo

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Questions, Answers, and Questions

 

A question and answer discussion starts the minute this fella walks up to the service counter and asks, “You guys do electrical repair, right?”

Katie, my service manager answers, “Yes, it's our specialty.”

“Well, I've got a problem you've never seen.”

“Really, that would be different. What's the problem?” Katie questions him.

“I don't know, I saw smoke coming from the starter, then the alternator, then the fuse box, so I disconnected a bunch of wires. It used to start, before I pulled the wires. Must be something else wrong with it now,” the guy tells Katie in detail.

Katie asks, “What kind of car?”

“It's a 1978 Subaru.”

“Not a very complicated car to have such an unknown problem. We can call a tow truck for you, and get it checked out.”

“Yea, but I doubt he'll know what's wrong with it, if it doesn't start.”

“Oh, I wouldn’t worry about that. He's pretty good at it, and I've seen him take some really bad looking situations and turn them into gems before.”

“Yea, but this is something he's never seen, so I doubt he'll know how to fix it.”

No matter what Katie said, or how she explained it, or how she pleaded, he wasn't buying it. Later, when she told me about the conversation I gave her my list of the common reasons why people like him ask these types of questions… make it sound impossible to fix… answers their own questions…then convinces themselves they already know how to repair it and wasted their time coming here. (All within the time they walked in the door)

#1 It's going to cost a lot... because, I don't know how to fix it.

#2 Electrical systems, they’re impossible to figure out. That’s why I can’t do it.

#3 Obviously, this shop doesn’t know, or they would have told me how to fix it by now.

#4 I could do the work myself, just wish I knew how.

#5 It's an electrical problem. I can't find it, and I know they won't be able to either. It’s too involved, so the best thing is to replace “everything”. Now I just need to know how much, that way I can tell if this shop is on the level or not.

I've seen this so many times. I'm surprised Katie lasted as long as she did with this guy. Well, it could be when you put a pretty girl at the front counter you might find some guys spending a lot more time there than if my ugly, old mug greeted them. Besides, she's a sweetheart, and I'm more of a growling bear.... (She gets a lot more of them in the shop than I do).

From time to time one of these guys will ultimately leave their car for me to work on. Chances are, as in past encounters, if their explanation is short and quick... the problem is involved and lengthy, but if they have to explain things in detail, with lengthy descriptions... chances are the problem is quick and simple. (Happens all the time). When they get the invoice and find out it didn't cost an arm and a leg, they're in shock. Once in a while I have to explain things back to them in detail... in extraordinary detail... because they can't believe it was that simple. Other times, they make a run for the door, as If I had made a mistake on the final bill and want to get out of there before I change my mind.

Although, I'd love to lean on the counter, hand on my chin, and smile as they explain things, it would probably look rude, and they'll probably get upset. My standing there with that quirky smirk, anticipating the next chapter in the life of their car might not look all that comical to them. They’ll likely think they either have just met the goofiest mechanic in town, or some certifiable wacko with a box of wrenches. I'll admit, it would be hilarious from my side of the counter. I already know where they're going with their saga. But, they don't know where I'm going...Oh, they will. Probably about the time I'm standing at the door with that big smile on my face, holding the door open and saying, “You have a wonderful day, and I hope you manage to find out what's wrong with your car at the next shop you end up at.”

Here's the deal. I don't know where or how in the vast history of the auto business any and all repairs can be answered in just a few minutes of discussion at the front counter. Or, just because you don't know what is wrong, doesn’t mean that “I” don't know what's wrong. But, that doesn't mean I’m going to tell you what's wrong... well, I will... only after I get the car in the shop. If I did tell you what I think it is, I may only gain the admiration of a prospective customer... who, in theory... will only show up the next time he/she has a problem that needs my expertise, and is going to do the same thing they did the last time… ask then leave.

I read a lot about how certain repairs should be a “no charge” from these so called “Experts on customer relationships”, or that mechanics shouldn’t charge for every little thing they do. At times I think these fellas who come in asking questions, and then answering their own questions are more worried about cost than they are of what is actually wrong with the car. I certainly understand that cost is a factor, but professional care of any sorts isn’t going to happen at the corner “discount auto center”. On the other hand, for those folks who don’t know the solution to their problems and their mechanic can't tell them, they tend to think nobody knows. It just might be that the mechanic isn't going to tell you... it's his/her job to know, to repair, and get paid for it.

It may seem like we’re concealing answers, it might seem like I'm being careful with my responses... and you're probably right. The automotive repair field takes constant renewal and dedication to the trade to keep up with the training and changes. It's not cheap either, and the thought that any mechanic, (dealership or independent), is told by their boss, or a customer, or for any other reason to do what he/she is trained for without any monetary, or satisfactory compensation to me is an insult to the profession.

I've been behind the service counter a lot longer than some of these “in and out the door” customers have been thinking of their questions and their anticipated answers, (even though I haven't answered a single question). So don't be surprised if I’m at the service counter with this quirky smile and my hand on my chin... because I've seen it all before, and I already know the routine. My advice; try not answering your own questions with your own answers, it just leaves more questions without answers.


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Gonzo Grand Master

Gonzo

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Have an early golfing trip so I'm posting early. Rough story... haven't worked it out entierly... leave a msg...

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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
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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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