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Posted

I have a question, I hired a guy to work for me that was supposed to have diesel repair certification. I put him on a few simple jobs the first week to test him, he did fine. I then put him on a harder job, this job labor hours booked at 22, should have it done in two days tops. Well after he was still working on it on day three I had my shop manager start to watch him more closely. When he still was not finished on day five for multiple issues that had to be redone twice and they still were not right, I let him go.

I then put my best tech on it to get it buttoned up. After a few hours he came to me and showed me several issues that were wrong, along with several broken or bent parts that have to replaced, lines that were kinked and no teflon tape on the connections, loose bolts and missing bolts. For safety's sake I had him tear it all down and go completely through it. He just came to me and showed me that he had broken a part of the oil gland on the head of this truck, now the bad thing is that the broken piece of the head cannot be found, so the entire motor has to come out and be broken down to see where that broken piece has landed.

NOW my question is this, do I have any legal recourse to go after this guy for the damages he caused, cause we are talking about thousands of dollars now, or am I just screwed?!

Posted

First, you are not alone on this one. I just had a meeting with my account about the loss we incur each year when techs break things, damage parts and cause us to pay out of pocket for things that they are responsible for, not mine. The loss is ours and I don't know if you can go after him legally, but I am not a lawyer. As far as a loss on my tax return, my accoutant says the loss is already accounted for with loss of production, which translates to loss sales. It stinks, right?

 

I don't have an easy answer. I can tell you that we need to be real carful who we hire these days. Quality techs are harder and harder to find. Too many of them have sloppy work habits and too many don't have the creditials.

 

I also found out that we spent a few hundreds buck each month last year on mishaps, wrong diagnosis and other breakage/loss ion the shop. I have a big shop, but this is nuts. So again, you are not alone. By the way, those techs are gone now!

 

Another reason to be a true owner and run the shop, not work in it.

 

Hire slow, fire fast!

Posted

Good help is hard to find. Keeping good help is just as hard. The loss in your case is just that... a loss. Not much you can do about it. I could write story after story about the "help" but, I shy away from that because I don't want to see the general public taking an even dimmer view of our trade. This is something we as shop owners have to police from in-house.

 

Hire right, do what's right for your business....even if that means you have to eat a few jobs. I have had to eat lots and lots of stuff over the years, and as long as there is somebody between me and the final consumer (ie...the tech) you've got to keep on your toes. The sloppy mechanic won't be the one taking the heat, they'll just quit, get fired or simply move on to another shop.

 

Keep this guys name handy just in case he tries to use you as a reference. Tell the next shop owner the straight scoop. That way we'll all know what kind of character you let go.

 

Sorry to hear stuff like this... but it is...what it is.

Posted

I do not think there is anything you can do about it other than fire the guy which you have already done. I had a similar situation last winter. It was horrible.

Posted

That really sucks to hear that I cant go after him, but at least I can warn other shops about him. You know you try live an honest and good life, be kind and friendly and this is what you get for your trouble. You hire a person to do a job and pay them to do that job, you don' expect to have to go and hold their hand every step of the way. Hmmm maybe I will find him in a dark alley and explain the facts to him a little more clearly....SO FRUSTRATED!!!

 

I guess the worst part is that I had a sign he wasn't any good the week before, but since we are so busy, I ignored the warning and gave him another chance, now I am paying dearly for that mistake. Even when I brought him into the office to discuss the issue he completely denied that he did anything wrong. What a standup guy....NOT!!

Posted

That really sucks to hear that I cant go after him, but at least I can warn other shops about him. You know you try live an honest and good life, be kind and friendly and this is what you get for your trouble. You hire a person to do a job and pay them to do that job, you don' expect to have to go and hold their hand every step of the way. Hmmm maybe I will find him in a dark alley and explain the facts to him a little more clearly....SO FRUSTRATED!!!

 

I guess the worst part is that I had a sign he wasn't any good the week before, but since we are so busy, I ignored the warning and gave him another chance, now I am paying dearly for that mistake. Even when I brought him into the office to discuss the issue he completely denied that he did anything wrong. What a standup guy....NOT!!

If you don't mind me asking what was the job on? What did he damage? Any photos? Makes me feel better about accidently letting one slip out without a test drive and issues still present! lol

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Posted

It was on a F350 6.0 Diesel. The question is what didn't he damage...I have about $1000.00 in parts so far, if it wouldn't fit the right way he would just bend or tweak it till it did, before we found the broken off part in the head now the entire engine has to come out (that means pull the cab=20+ hours) and be completely gone through till we find that broken piece of the head, inside the motor somewhere and hope it has not caused major damage, and the motor also now has an internal oil leak, probably from a cut O ring on either an injector or an oil tube under the HPOP. This just keeps getting better and better!! I got pics but dont know how to post them on here.

The sad thing is that I thought I was helping one of our vets, who served our country.

Posted

It was on a F350 6.0 Diesel. The question is what didn't he damage...I have about $1000.00 in parts so far, if it wouldn't fit the right way he would just bend or tweak it till it did,  before we found the broken off part in the head now the entire engine has to come out (that means pull the cab=20+ hours)  and be completely gone through till we find that broken piece of the head, inside the motor somewhere and hope it has not caused major damage, and the motor also now has an internal oil leak, probably from a cut O ring on either an injector or an oil tube under the HPOP. This just keeps getting better and better!! I got pics but dont know how to post them on here. 

The sad thing is that I thought I was helping one of our vets, who served our country. 

The 6.0l has a steep learning curve but once you get them figured out there no bad at all. I have a ton of 6.0l parts that are known good if it helps at all. A lot of techs seem to struggle with a 6.0l hard start and there's a ton of known issues in the first place. As far as bending parts that's just ridiculous. Those are trucks that we work on pretty regularly so anything I can do to help let me know!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Posted

Just something I wanted to add,

I don't mean to get off subject but thought it was worth mentioning.

I'm guessing it was a head job at 22 hours billed, if he didn't remove the cab in the first place no wonder he bent stuff lol!

If you do a lot of these it might be worth setting a standard procedure for this job where everyone's got the same idea about how the job goes down. Removing the cab is the only efficient way to do those type of jobs! Hopefully I didn't cross a line with this, just wanted to throw that out there.

 

Sent from my SCH-I605 using Tapatalk 2

 

 

Posted

NO!! thats one of the biggest issues, it was not a head job, just injectors, EGR cooler and oil cooler= Bulletproof kit. Why he was all the way into the HPOP is still a mystery to me, we finally found the internal leak is was the STC fitting, it was not tight and the O ring was damaged.

Our best guess is when he was installing the injectors, the rail didn't go on smoothly and he used force to make it fit and thats when the head got damaged. We thought we were going to have to pull the motor but we found the broken part of the head lodged in between a spring and the landing, Thank God for that, I was not looking forward to eating any more on this job. Its going back together today and hopefully will be delivered tomorrow.

Posted

NO!! thats one of the biggest issues, it was not a head job, just injectors, EGR cooler and oil cooler= Bulletproof kit. Why he was all the way into the HPOP is still a mystery to me, we finally found the internal leak is was the STC fitting, it was not tight and the O ring was damaged.

Our best guess is when he was installing the injectors, the rail didn't go on smoothly and he used force to make it fit and thats when the head got damaged. We thought we were going to have to pull the motor but we found the broken part of the head lodged in between a spring and the landing, Thank God for that, I was not looking forward to eating any more on this job. Its going back together today and hopefully will be delivered tomorrow. 

wow! That's pretty rough! Anything I can do to help let me know!

 

Sent from my SCH-I605 using Tapatalk 2

 

 

  • 1 month later...
Posted

Injectors egr cooler and oil cooler should be done 1.5 day at most, High Psi Oil pump would be for an stc fitting repair kit. We do alot of work on these, a compentent mechanic can pull the cab on one in 3 hrs. If you need an odd ball part I prolly have it

Travis

Posted

Travis appreciate the offer, but thank god its over and behind us now. He was hiding behind his army training but he was really totally incompetent. Every vehicle he touched came back for one reason or another. We had to eat a lot of crow to salvage our reputation, but it's all good now.

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  • Have you checked out Joe's Latest Blog?

         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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    • By carmcapriotto
      Thanks to our Partners, NAPA TRACS, and Today's Class This episode covers the practical benefits of digital vehicle inspections (DVIs) for shop owners. Learn how DVIs can boost Average Repair Orders (ARO) and improve customer communication. Industry professionals share real-world insights on overcoming cultural resistance, the role of leadership, and strategies for successful implementation. Plus, explore how AI enhances inspection reports and processes. Whether you're new to DVIs or looking to optimize, this episode is packed with actionable tips to help your shop thrive. Ben Dexter, National Training Manager, NAPA TRACS Chris Cloutier, Golden Rule Auto Care and CEO of Autoflow. Charlie Pixley, Charlie's Car Car, Clearwater, FL Show Notes Watch Full Video Episode Introduction to Digital Vehicle Inspections (00:00:00) Challenges of Implementing DVI (00:03:03) Leadership and Accountability (00:04:07) Charlie's Experience with DVI (00:05:02) DVI Evolution and Adoption (00:06:25) Ben's Insights on Change (00:07:56) The Importance of KPIs (00:09:41) Battling Priorities in Shops (00:13:01) Improving DVI Processes (00:16:40) Customer Perspective on DVI (00:18:53) Challenges in DVI Implementation (00:19:45) Consumer Engagement with DVI (00:20:26) AI and Technology in DVI (00:21:18) Importance of Customer Complaints in DVI (00:22:36) Professionalism in DVI Communication (00:23:40) Learning from Industry Peers (00:25:21) Benefits of DVI for Sales Growth (00:26:38) Leadership Role in DVI Implementation (00:30:49) 300% Rule in DVI (00:33:03) Creating Habits for Change (00:35:44) Leadership and Accountability (00:36:36) Key Performance Indicators (00:41:21) Start Simple and Improve (00:42:07) Constant Correction and Praise (00:43:55)
      Thanks to our Partner, NAPA TRACS NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Thanks to our Partner, Today's Class Optimize training with Today's Class: In just 5 minutes daily, boost knowledge retention and improve team performance. Find Today's Class on the web at https://www.todaysclass.com/ Connect with the Podcast: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
      Click to go to the Podcast on Remarkable Results Radio
    • By carmcapriotto
      Thank you to our friends at RepairPal for providing you this episode. RepairPal’s Certified
      Network of shops are trusted by millions of customers each month. Learn more at
      RepairPal.com/shops
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
      Are your customers getting the right first impression of your shop? In this episode, Brian and Kim Walker explore how to make every touchpoint count, from your website and Google Business Profile to your waiting area and phone calls.
      With personal stories and practical tips, they’ll guide you through the customer journey, sharing ways to improve everything from cleanliness to communication. You’ll even hear about Kim’s checklist for first impressions and why small details—like a fresh-smelling lobby or updated photos—make a big impact.
      Get ready to see your shop through fresh eyes and take steps to leave a lasting impression. Tune in now!
      Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you
      grow your auto business and you can learn more at RepairPal.com/shops. 
      Are you ready to convert clients to members? App fueled specializes in creating custom apps tailored specifically for auto repair businesses. Build client loyalty. Get started today with your own customer loyalty app. Visit Appfueled.com
      Lagniappe (Books, Links, Other Podcasts, etc)
      https://www.autoops.com/ - Online Scheduling for Auto Shops
      https://shopmarketingpros.com/ep-131-branding-your-shop-as-a-concierge-auto-repair-shop/ - Branding Your Shop As A Concierge Auto Repair Shop
      https://shopmarketingpros.com/ep-108-part-4-a-service-advisors-take-on-customer-retention-with-michael-doherty/ - Part 4 – A Service Advisor’s Take on Customer Retention with Michael Doherty
      https://remarkable.com/ - Remarkable notebook
      Show Notes with Time Stamps
      Introduction to the Podcast (00:00:01)  The podcast episode begins with an introduction to the Auto Repair Marketing Podcast.   Welcome and Topic Introduction (00:00:10)  Brian Walker welcomes listeners and introduces the topic of making great first impressions in auto repair.  Secret Shopper Concept (00:01:03)  Kim discusses the idea of offering secret shopper services to evaluate first impressions in auto repair shops.   Frog in Boiling Water Analogy (00:01:20)  Brian uses an analogy about a frog in boiling water to illustrate how business owners can overlook issues.   Personal Experience with Shop Cleanliness (00:02:26)  Kim shares a personal story about noticing cleanliness issues in her shop after sitting on the floor.   Origin of the Episode's Topic (00:03:13)  Kim explains that the episode's topic originated from a class she taught about hosting events in auto repair shops.   Creating a First Impression Checklist (00:04:08)  Kim mentions her intention to create a first impression checklist based on customer journey insights.   Importance of Online Presence (00:04:51)  Discussion shifts to how potential customers first experience a business online, including websites and Google profiles.   The Grunt Test (00:06:39)  Brian explains the "grunt test," where a stranger should easily understand what a website is about.   Evaluating Website Impressions (00:08:04)  Kim emphasizes the importance of assessing what feelings a website evokes in potential clients.   Social Media's Role in First Impressions (00:10:12)  The conversation covers how social media contributes to first impressions and customer perceptions.   Content Strategy and Audience Alignment (00:12:08)  Brian shares a client's unconventional marketing strategy and the importance of aligning content with audience expectations.   Google Business Profile Importance (00:12:59)  Kim highlights the significance of maintaining an accurate and complete Google Business Profile for attracting customers.   Customer Experience in a Hurry (00:14:01)  Kim discusses how potential customers often search for auto repair services quickly, emphasizing the need for accurate information. Improving Waiting Area Appearance (00:15:02)  Discusses the importance of updating photos of the waiting area to enhance customer impressions. The Importance of Phone Etiquette (00:15:38)  Emphasizes listening to phone calls to ensure service advisors are friendly and professional. First Impressions Over the Phone (00:16:38)  Highlights how the tone and manner of answering calls can significantly impact first impressions. Customer Experience During Calls (00:17:18)  Explores the importance of a welcoming greeting and attentive service during phone interactions. Listening to Recorded Calls (00:19:22)  Encourages shop owners to review recorded calls to improve customer service quality. Customer Experience in Shops (00:21:36)  Discusses a personal anecdote about poor customer service and its impact on first impressions. Evaluating Online Scheduling Experience (00:24:26)  Stresses the importance of user-friendly online scheduling systems for customer satisfaction. Drive-By Assessment of Shop Appearance (00:26:23)  Encourages shop owners to evaluate their business from a customer's perspective for first impressions. Parking Lot and Vehicle Presentation (00:27:27)  Discusses the significance of a tidy parking lot and appropriate vehicles for attracting customers. Signage and Branding Consistency (00:29:03)  Highlights the importance of maintaining updated and clear signage to reflect the brand accurately. The Story of the Old Shop (00:29:52)  Brian shares a humorous anecdote about visiting an old shop and its rundown appearance. The Importance of Cleanliness (00:30:46)  Discussion about how exterior cleanliness impacts first impressions in auto repair shops. Creating a Welcoming Atmosphere (00:31:27)  Kim emphasizes the significance of the waiting area’s atmosphere and sensory experiences for customers. Sensory Experiences Matter (00:31:47)  Exploration of how smell and touch affect customers' perceptions in an auto repair shop. Comparing Experiences (00:34:29)  Kim discusses how customers compare their experiences to other businesses like Chick-fil-A. Details Matter (00:35:28)  Highlighting the importance of small details in creating a positive customer experience. Creating a Family-Friendly Environment (00:36:55)  Discussion on accommodating families and making kids feel welcome in the shop. Comfort in the Waiting Area (00:38:39)  Brian stresses the need for comfortable seating and a welcoming environment for customers. Responsibility for Cleanliness (00:39:23)  Discussion on who is responsible for maintaining cleanliness in the shop. Bathroom Cleanliness (00:40:20)  A personal story about the poor state of a customer-facing bathroom and its impact. Thoughtful Amenities (00:41:24)  Kim talks about providing thoughtful amenities for female customers in the bathroom. Impression of Cleanliness (00:43:19)  Discussion on the importance of maintaining high standards of cleanliness in customer-facing areas. Shop Area Cleanliness (00:44:11)  Importance of maintaining a bright, clean, and organized shop environment for clients and staff. Efficient Shop Layout (00:45:02)  Discusses the necessity of an efficient layout to enhance workflow and client experience. Client Interaction (00:46:05)  Emphasizes tailoring conversations with clients based on their vehicle ownership goals. Permission for Inspections (00:47:58)  Importance of asking for permission to perform inspections to enhance client trust and experience. Client Follow-Up (00:48:59)  Discusses the significance of following up with clients post-service to ensure satisfaction. Team Appearance (00:49:48)  Highlights how professional attire of staff can impact first impressions on clients. Importance of First Impressions (00:50:45)  Stresses that consistent positive impressions lead to long-term client relationships and referrals. Final Thoughts and Checklist (00:50:46)  Introduction of a PDF checklist for staff to enhance awareness of shop cleanliness and organization.
      How To Get In Touch
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected]
      Click to go to the Podcast on Remarkable Results Radio


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