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No Pain, No Gain

Pain is a great motivator to seek medical attention. I should know… a few weeks ago I had a kidney stone crying to get out. OK, it wasn't the kidney stone that was crying. One tiny pebble of discomfort turned me into a complete basket case. That macho-tough guy exterior I thought I have (had) completely vanished when I was in the emergency room, curled up into the fetal position moaning and groaning. Man… that is without a doubt the worst pain I've ever felt. I've had a few broken bones, cuts, minor burns, a surgery or two, but nothing compared to the agony of a kidney stone.

 

They gave me two shots of morphine, just so I could lie down long enough to run me through a CAT scan. That way they could get an idea of the size of the stone, to determine if surgery was necessary or not. It didn't even begin to knock the pain down. But, the third wiz-bang shot did the trick. Oh yea…I’m in Happyville now…there’s little blue birds singing cheerfully and fluttering about, pink flowers floating in the air, and little fairies dancing around my head with wisps of shiny stars following them. Kind of like those Disney movies I sat through with my daughters, and later my granddaughters. (Bambi and/or a kidney stone will bring a tear every time). It was several hours before I could go home, but the pain and the kidney stone did pass. (Thank goodness)

I wanted to relate this experience to cars, but I didn't know what angle to approach it at. Then it came to me…it’s the pain… or the lack of… that dictates car repair. Obviously, cars don’t have pain like you and me, but in a different way. It’s actually vocal, and not a “physical” pain. There is something to be said about a screeching belt or the teeth chattering, scraping noise from a worn out brake pad. It’ll get your attention for sure. When most people hear these strange noises coming from their car, they immediately take it into the repair shop. While others, just turn the stereo up louder. With the onset of the computer age, a car’s condition has not only become more vocal, but also visual. A check engine light and the other various warning lights could be considered as a car’s pain indicators, too. (These visual and vocal cues are just some of the ways a modern mechanic determines the condition of a vehicle.)

 

An old customer called me the other day to tell me her car was in pain, and was making some very strange noises. I had to laugh, because it was the first time I ever heard anyone describe their car as being in “pain”. She was serious though. She’s the kind of person who dearly loves her car, and treats it as if it was part of the family. Sure enough, it was making some awful noises. It turned out the torque converter bolts had worked loose and needed immediate attention.

 

“See, I told you she was sick. My little baby needs some comforting,” she said while caressing the front fender.

 

It was an easy fix, and it wasn't long before I had her back on the road. Her little car was out of danger. No more pain, as she liked to refer to it. Even though a car is just plastic, glass, and metal, to her it had the ability to feel pain. I’m not going to argue with that logic, it’s her car and if it feels pain, that’s OK with me. I’ll still cash the check.

 

But, where would the medical field be without pain as a diagnostic tool? So many symptoms and so many diagnoses are based on where or how pain is felt. What if we didn't feel pain at all? Would we ignore any obvious signs of pending problems? That is until the problem escalated into an even larger problem, or one that couldn't be ignored? Pain is our body’s way of informing us there’s something wrong. It’s our own personal “Check Engine” light. As much as I hate pain of any type… it has its reasons for being there.

As I sat in the waiting room filling out the paper work my pain threshold was reaching its limits, in the meantime, my wife handed me a pen and points, “Sign here, here, and here… oh, and twice on this page.” Quite frankly I had no idea what I was signing and couldn't care less. I didn't care what it cost, I just wanted the pain to end, and like - - Right Now! But, procedures are procedures. Even then, while trying to find a comfortable position in that waiting room chair I was still thinking about cars. A question came to mind, what if a car really could show pain? What then?

Maybe the lack of “pain” is why some people let their cars fall into such disrepair. Countless times I get a car in the shop that’s just a few years old that looks like it’s been used in a demolition derby. A quick examination under the hood shows a lot. An oil leak here, an oil soaked sensor over there, which ends up turning on the service light or perhaps creating an engine miss. Broken brackets, missing parts, poor connections, exhaust leaks… the list goes on and on. All these signs were there to let the driver know the car was having problems. The service light, the engine miss, the smell of burning oil, the rubbing inner fender, etc… but, some people would rather ignore all that and keep driving. Since the “pain” isn't directed at them personally, the warning lights and strange noises are more of a nuisance than anything else. Eventually all the warning signs aren't enough to get the message across, and the car ends up on a hook or on the back of a wrecker being towed to the repair shop.

Once the car is at the shop a different type of pain becomes apparent. It’s not the car… it’s the pain in the wallet. Unlike the ER, you’ll only get one bill from the repair shop, so you don’t have to worry about new invoices popping up in the mail from the radiologist, lab department, and so on. (Remember those papers ya signed when you were in the waiting room?)

 

Well, I can’t prescribe any high powered pain killers to ease the owner’s misery. I’m not a doctor, but I just might have something for their ailing car. That’s what I do… I fix (heal) cars… not people. I’ll leave people pain to the doctors and nurses. One more thing, after my little “adventure” in the ER I figured out something else, too. My pain is their financial gain. They take care of the pain, and I pay for their services. (Ugh…and how!) I guess the same can be said about the automotive repair business too. Even though there’s no physical pain involved with a car, it still hurts to pay for those repairs.

No Pain, No Gain….


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Posted

Got a guy in the shop right now who tried to install his own video screen stereo in his 04 Cad. He used the Comm Data leads (purple) to run as a speaker. Knocked out the comm line, and of all things the brake lights. The BPP won't reflash until I get the comm link repaired. This could take a while to track down.

Talk about pain in the wallet... some people just don't have any clue as to the complexities of the modern car.

Posted

As they say, that's the million dollar question:

 

How to tactfully educate the customer regarding the financial dangers of ignoring their car's plea for help?

 

And, how to do this with regard to their benefit, not so much ours?

 

Later,

-Jonny

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         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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