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Party Line - - - - People and programming... too much chatter means no communication

Gonzo

By Gonzo
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Gonzo Grand Master

Gonzo

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Party Line

 

Every once in a while I’ll get a car in that just doesn’t follow the normal procedure for reflashing or reprogramming. GM products seemed to be the most common ones to do this, but I’ve had it happen on other cars as well. Say you’re about to install a new PCM, and you have to download the new software into it. After you get the software loaded onto the scanner, you start to transfer the information, and when you get about half way through the procedure the screen freezes and says, “Download incomplete” or “Download failed”. The usual cause is one or more of the other modules on the communication line are trying to communicate while the scanner is sending the new information.

When this happens… and it does happen quite a few times, I have to find the splice pack where all the communication lines are, and disconnect it. Then using a scope (wiring diagram isn’t much help because all the comm. lines are usually the same color on the splice) find the exact lead that goes to the module that I’m trying to program, and jump that one… and only that one… to the ALDL. Then start the whole procedure over again. It’s my way of telling the rest of the modules to shut up… politely.

It’s like the old telephone party lines. (If you’re old enough to remember those.) Basically, several homes were on the same pair of wires, and each house had its own distinctive ring. If you wanted to make a call, you had to pick up the receiver and check to make sure nobody else was on the phone. If someone was, you politely excused yourself, and tried again later. (Of course there was always that nosey neighbor who would listen in on other people’s calls.)

That’s pretty much what it’s like trying to program some of these cars these days. Too many different systems are trying to talk all at the same time, and when that happens… nothing gets done. But, if you can isolate it down to one module, or somehow tell all the other modules to behave themselves for just a bit, then the new information can make it where it needs to go without any “Download has failed” across the screen.

It’s bad enough to deal with the “party line” issues when I’m out in the shop trying to get a new program installed, it’s quite a different thing when it’s at the front counter or on the phone. It doesn’t work as well to tell the background chatter to “shut up” when you have two or more people trying to explain their car to you all at the same time. Having to maintain that professional image while they are all try to engage in a meaningful conversation with you is quite trying. Seriously, sometimes I wish I could just shut them up…politely.

 

The other day I had a car dropped off that turned into the party line from the twilight zone. There was no way to avoid the confrontation in the front office on this one. In walks the whole entire family, dad, the wife, the two kids, the dog, and somebody who happened to be tagging along (I think he was the neighbor) with the rest of this ensemble.

“What can I do for you?” I asked…. Needless to say I didn’t address my greetings to just one person, but to the group in general.

At that moment the husband, the wife, one of the kids, and their extra person, (the other kid kept the dog occupied.) commenced to speak all at the same time, all in rather loud voices, and they all had different things to say. When one would hesitate, the other would jump in even louder than before, then the other one was speaking over the first one again. It was a free for all of random car problems, and not one of them was giving an inch as to who was going to speak first about the car. It kept getting louder and more confusing as they went on.

“Hold on a second,” I said, louder than normal, “One at a time, I can’t answer all of your questions at the same time! Let’s have one person explains things; the rest of you please keep quiet… I’ll get to you all in a minute.”

Now it’s like some old vaudeville act in the lobby, one person turns to the other, “Oh I’m so sorry, you go ahead.” …. “No, no… you first”….”No really, you should tell him.”… “You drive the car more … you should be the one to tell him.” … “Oh no, you should tell him.”… (The kid jumps into the act), “I saw it do it, Mom. I can tell him!” … then the neighbor, “It happened to me the other day when I borrowed the car. I just don’t want to get blamed for it messing up, but you should tell him, it’s your car.”

Everyone was apologizing to the other, you tell him-no you tell him-no that’s perfectly alright… you tell him. This went on for so long I was waiting for the giant hook to come from stage left and end this show. I suppose in some small way I must have been part of this comedy act, and I’m the guy who has to straighten this whole mess out, time to say something, “I don’t care who tells me… but somebody tell me what’s going on here!”

It still took a few more apologizes to finally get the mom to begin to tell me about the car. I swear… I’ve had less trouble isolating a communication line on the scanner. But, with a room full of people I couldn’t just scope out which one had the right info or not. I’m out of my element. (This is definitely not part of my training.) Unbelievable… and what a party this has turned out to be…!

Sometimes I wonder if I shouldn’t install hidden cameras in the front lobby for just these sorts of things. Put it on YouTube or something. Hilarious stuff. As a technician/mechanic I’m pretty capable of dealing with the frustrating party line chatter on the communication line in the car, but this… this is way too much vaudeville for me.

Well, ya gotta do what ya gotta do. Repairing cars is what keeps the shop in the black, and at times dealing with the owner is more of a challenge than making the repairs. Maybe I’ll eventually laugh about all of this, but until then I’ll just keep at it working on improving my communication with the scanners…. and those occasional vaudeville entertainers. Ring, ring, ring… it’s the phone… … hold that thought… there’s another party on the line… here we go again.

 


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Gonzo Grand Master

Gonzo

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We had a party line where I grew up. The hardest thing to do was to try and call a neighbor who was on your party line. You had to dial their number and then hang up, wait for their ring and when it stopped ringing pick it up quickly before they hung up.

 

That's about the time my brother and I found out you could dial your own number, hang up and the phone would ring. Used to piss the old man off... he would answer the phone and nobody would be there. He would call a neighbor and ask them if they tried to call or something. When he finally figured out what was going on...well... let's just say "us" boys didn't sit down for a week. LOL

 

good times... ROFL

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      The Technician Shortage Is Our Fault, And It's Time We Own It
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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.
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      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? 
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      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?
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      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.
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      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.
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      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.
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