Recently, there was an interesting discussion hosted by Remarkable Result's founder, Carm Capriotto, and featuring Scott Brown (Diagnostic Network), Jorge Menchu (AESWave), Matt Fanslow (Riverside Automotive) and Justin Morgan (LMV Bavarian). The podcast was entitled "RR 414: Elevating Our Industry’s Definition of Mechanic/Technician" and you can listen to it for yourself on Carm's site at http://www.RemarkableResults.biz.
There were several points raised by the panel that caught my attention. One was how we evolved from being "mechanics" to "technicians". More importantly, is the term "technician" adequate to describe to the curious onlooker what it is that we do for a living. According to Menchu, today's competent diagnostic tech should be thought of as an "Automotive Scientific Investigator and a Diagnostic Reverse Engineer". That's quite a mouthful and may be a bit awkward when used to describe to someone you just met what it is, exactly, that you do.
But to his point, and to the point of the other commentators, the average consumer today still looks at us and thinks of us no differently than the "mechanics" of fifty years ago. And why should they, I thought? It is an unfortunate reality that there are many in our business who aren't qualified to change the oil in a lawn mower, let alone attempt to repair any of the complex systems on an automobile. And every time they leave a consumer with an improper fix and a deflated wallet, our image and overall reputation takes a hit.
Is it time?
That's when a comment made by Brown resonated with me. He related auto repair to aviation repair. Aviation technicians must be certified and licensed. Every repair or service they perform has to be recorded in the aircraft's logs. And, as a side observation, if there is a required service that needs to be performed that aircraft isn't going anywhere until it is. As someone who flies fairly often, I'm pretty happy about that.
Now consider this — recalls issued by the OEMs are at record levels yet the National Highway Traffic Safety Administration (NHTSA) estimates that 30% of the recalled repairs are not completed. Add this little trivia fact to the equation. According to the most recent data I could find, only 15 states require annual or periodic vehicle safety inspections. That means the roads are full of vehicles that could potentially cause injury to the occupants or those around them. That is, my family and yours!
If we were to follow the template used in aviation, I think that would go a long way to accomplishing several things. One, we would all be safer on the road. Two, our professional stature would rise as those unable or unwilling to earn certification found other lines of work. Three, our value in the eyes of the consumer would rise.
On the negative side, costs to maintain and own a vehicle would increase even more. But aren't they already? Isn't that one reason that many of your customers aren't maintaining their cars the way they know they should - the way you've advised them they should? Is it a cost that would force some to give up vehicle ownership? Many already are. Is the cost we charge versus value we deliver more perception than reality on the part of the consumer? I wonder.
A different perspective?
Recently, the washer in my home died in mid-wash. For the average individual, this means calling out a repairman or buying a new washer. In a hurry to get it fixed, I made a call to a local repair service and found out that they billed a flat $65.00 fee just to come out and look at it - their "diag charge". The cost to repair would be determined after he or she had a chance to investigate the cause. The fee would be due and payable regardless of whether or not I approved the repair.
Of course, I did my own homework and testing and fixed it myself. Appliance repair isn't rocket science. But it did make me think. How many consumers don't blink an eye to pay a professional to fix their appliances, repair their plumbing, or get the porch light working again - yet roll their eyes at the diag or repair fees we charge?
I'd argue that they don't consider us as "professionals." And that needs to change sooner rather than later.
But that's not at the heart of what I wanted to discuss today. The aircraft technician must be licensed and certified. And I, for one, think it's time our industry followed suit. The only way to weed out those who need to be weeded out and to provide the consumer with some assurance that the person they are entrusting their vehicle to qualified to do the job, is to require licensing and certification.
And one requirement that will need to be included in this process is one of continuing education. Top technicians and shop owners already know the value and importance of ongoing training but too many others are still relying on techniques and methods learned decades ago. Those processes may have worked just fine on Fred Flintstone's car but they are not going to carry over to the Jetson's family sedan. As advanced driver safety systems continue to be added as standard equipment and new technologies continue to emerge, the safety and well-being of our customers’ demands we stay up to date.
Don't wait!
To those of you who attend live training, whether it's an evening at the local Holiday Inn attending a seminar offered by one of the industry's numerous training providers or it's an all-out week of intensive immersion at a national event, thank you! You are setting the standard that I hope your co-workers and peers will see and emulate.
To those shop owners who encourage - even demand - your technicians continue their personal growth, thank you! You are showing those who don't that developing a culture that sets that high standard only leads to increased profit and revenue. Why? Because your team is the only one in town that could actually FIX the problem.
Earlier this year, there were several opportunities to attend some fast-paced training around the country. It was my privilege to attend two of them - the VISION HiTech Training and Expo and the Technicians Service Training (TST) "Big Event".
When it comes to setting standards, Sheri Hamilton and the team at the Midwest Auto Care Alliance (MWACA) continuously raise the bar, hosting the annual VISION conference every March in Overland Park, Kansas. The event draws technicians not just from the United States, but from all around the globe. This year's event also boasted a stellar lineup of classes hosted by the best independent trainers and aftermarket corporate training departments the industry has to offer. So much so, that remote campuses had to be opened to accommodate it all!
And while training is at the center of the VISION universe, it's the orbiting activities that sets this event apart from others. Of course, there is the almost standard trade show component for attendees to enjoy but there is so much more. There are also formal opportunities to network with your peers and enjoy some entertainment to give those brain cells a break and there are even more informal opportunities to do the same. It's not unusual to pass by the Sheraton's lobby bar and see attendees still at it in the wee hours of the morning. If you've never attended VISION, put this event on your "bucket list".
The TST Big Event is another that is setting new standards for training events. Under the leadership of G. Truglia, the event has grown to a current attendance of nearly 700 in the past few years.
The structure of the event is unique. It is a single-day event that starts with a breakfast buffet for those attending. A good breakfast, a few cups of coffee and perhaps a good energy drink are almost mandatory to prepare the mind for the day to come! Attendees are in one big hall and the speakers rotate during the day. This year, the audience had the opportunity to learn from Kris Lewis, Vin Waterhouse, John Anello and John Thornton.
One brilliant innovation this event is becoming known for is the use of tablets rather than paper to distribute handouts and other materials to the guests. Another unique feature of the Big Event are the drawings held in between sessions for donated prizes including tools valued in the thousands of dollars, all thanks to corporate sponsors' support of TST's mission. If you live anywhere close to Tarrytown, New York, this is another of those events to add to your "bucket list".
I'll look forward to seeing you at one, or both, next year!
