Keeping Your Employees Engaged in the Business
by Kathryn van der Pol
This Article was published in ASA Houston Shop Talk February 2018 Newsletter.
As a business leader, are you happy with your current staff? Do you have any trouble finding qualified technicians or service advisors to work for you? Do you think as an industry we are having an easy or tough time attracting future talent? Are you able “to grow” your own techs or service advisors to your satisfaction?
How did you answer these questions? What answers have you developed as business leader to retain your best workers? There are a lot of people in our industry who would like to know your success secrets.
Studies show that the number one reason that people leave a job is not because of their pay plan. It is because they do not feel appreciated by their employer. Anyone who has taken Bill Haas’s classes at Vision or ASA CARS can show you all of Bill’s data on that.
On top of this, consider when we hire young technicians out of tech school, these folks often borrow $30,000 or more to pay for their poor-quality education; borrow another $30,000 for their tools; then we hire and pay them $30,000 a year. Why do we even wonder why we don’t have great talent? Who would go into $60,000 or more debt for a $30,000 job where they are going to be either too hot or too cold and dirty every single day they work? Especially, when we live in a Babylon-like culture where the buzz words are cell phones, convenience, and comfort?
That is our challenge. We must show the value of our business to our employees every single day. We must keep our best workers engaged in OUR company so that no matter what else is out there in the world, they keep choosing us, just like our customers! Our employees are our customers, too. They are our internal customers. They will work harder to please our external customers, you know the ones that pay our bills and our race cars, our boats, our building projects, and our chickens. (We have chickens at our company), when they know we care about them.
So, once a month, I would like to publish your BEST suggestion for employee engagement and retention. Why? First, it is important for you to become engaged with Shop Talk and your ASA Association. The best value we have in life is the relationships we form. It’s not the money; it’s the people. We can learn from each other far better than from a magazine. Yes, I know I am writing in a magazine, but hopefully I will see you in person in about a week and we can talk face to face. Second, how would you feel if you knew that your idea helped another person keep a good worker? Third, what if an idea in here helped you retain your best tech? Would that matter?
For this month, I offer one idea that Sybren and I do. I am sure you will have much better ones, but here is ours.
We have a daily tool box meeting at 8:30 a.m. It lasts about 10 to 15 minutes in the shop. Our Service Advisors bring a cordless phone to the meeting and continue to answer if it rings. We start the meeting on the dot (almost always). The meeting has a certain format.
· I discuss upcoming training opportunities or announcements. I always have something to say even if it is “Thank you.”
· Our Senior Service Advisor reviews billed hours for the previous day.
· Our other Service Advisor reviews Sales, Car Count and Tech Rotation.
· The Shop Foreman reviews cars in the shop and parts issues.
· Our Office Manager reviews any policies or customer reviews.
· Sybren discusses any technical issues or training questions on cars.
· We ask the Technicians, Service Advisors, or our Building and Grounds Manager if they have anything to discuss.
Then once a month, we have a big meeting after work. It’s catered, nice and we go into a whole long agenda that is passed out in advance. That meeting usually runs an hour and a half.
We also have done weekly lunches. We still do those on Saturdays and occasionally during the week.
Why do we do this? Because without customers, you do not have a business. We need our internal customers to be engaged and know what is going on. We want them to be like camels, loyal and able to carry a load. Let’s face it, our industry is not like Babylon, and it’s never going to be glamorous, easy, convenient or comfortable. So, we have to sell it like it is. But there are a lot of good people out there who understand the value of demanding work and derive a lot of satisfaction from solving difficult problems and helping people. We must find them and keep them.
You have to believe at the end of the day that everything you do matters. When you believe that, you will treat people better than you ever have. When you do that, you will have better employees than you have ever had.
Please submit your best idea for employee retention and employee engagement to
Kathryn van der Pol at [email protected].
We are sorry for all clients, friends, employees, and our family who have experienced loss. Our prayers are with you and we will be here if you need us.
Here are some important reminders about taking care of your car:
1. If the vehicle died in flood water, under NO circumstances attempt to restart. If you do, you are guaranteed to bring flood water into the engine and lock it up. If you need to get it towed, call us. We are making a list of folks whose are stranded. And
as soon as our wrecker drivers are on the road, we will get your vehicles towed. I already have one working and expect to have two more by 10 AM.
2. Cars can be saved even if the carpets are wet. Do not wait for your insurance to pull out the wet carpet in your cars. Your policy actually requires you to take preventive measures to reduce damage. Wet carpet can destroy all the computer modules under your seat, plus it will make your car odiferous! So it is vitally important to pull out wet carpet. Mold will start growing in 24 hours. Will post more car tips later. Stay safe and pray for sun!
Technicians require Kaizen
By Kathryn van der Pol
Last month I wrote how we enjoy looking at classic cars, but not necessarily driving them. Modern cars are far more comfortable, especially when it comes to air conditioning, and they actually stop pretty quick compared to cars of the past. You don’t feel like you’re driving a boat going down the road or operating a tank when you’re trying to turn right. Most importantly, a modern car won’t kill you if you crash, at least most of the time.
So basically, I was writing about how much cars have improved. For a great example of this, watch this two-minute video showing what happens when a 1959 Chevy Belair crashes into a 2009 Malibu. 1959 Belair 2009 Malibu Crash Test.htm.
Whether you are driving a ’53 Buick Special or a 2017 Buick Enclave, when the machine breaks down, you need someone you can trust to fix it. So, how can we possibly know everything on the ’53 Buick Special and the 2017 Buick Enclave?
Training! The Japanese have a great word for this called Kaizen which translates as continuous improvement.
In the past 30 days our staff completed over a 100 hours of training.
Two Service Advisors attended six hours of training on BG products, which are lubricating fluids that clean, preserve, and enhance performance in seven major systems in your vehicle.
Two ASE Master L-1 technicians attended four hours of training on Chrysler / Jeep products.
Lastly, to ‘top it off’ Garage Gurus, a company owned by Federal Mogul Parts, brought two trainers from Kansas to our shop to teach a class on diagnosing modern steering-suspension concerns.
Garage Gurus brought a van to our shop equipped with a wide-screen TV and their instructor discussed diagnosing modern steering and suspension concerns.
Several of our technicians attended classes on brake diagnostics, engine performance, and diagnosing electrical issues three consecutive nights from 6:00 t0 10:00 p.m.
One of our three of our ASE Master Certified L-1 technicians, Michael Nowlin is servicing a Ford truck.
One of my service advisors attended a four-hour class on diesel maintenance for vehicles and trucks.
I took one of our service advisors to VISION, our industry ‘s premier training program in Kansas City for technical and shop training. It lasted four days and attended classroom sessions on such things as improving communication with customers and technicians, creating more efficient shop operations, and using technology.
Over 2000 technicians, service advisors, and shop owners attended Vision in Kansas City this year.
Sybren went to Washington state for three days of management -training and visited shops in the Seattle-Bremerton area.
And that’s not all.
In addition to the outside training, we have weekly employee meetings. Recently, we did a demonstration with our service advisors and showed them how carbon builds up on valves of all gasoline direct injected engines. There is a new treatment available for that and virtually every car with gasoline direct injection (GDI) will develop problems and there are over 4,000 models with GDI engines. Seeing is believing. Now our service team can truly advise our customers with confidence if their GDI engine develops issues.
That, of course, does not include all the training that our technicians do for one another. After all, no one is teaching classes on how to rebuild carburetors these days. But our technicians help each other and coach each other, especially when it comes to something challenging, something built before they were born, or something truly unusual.
Continuous learning and Kaizen is absolutely essential as cars and the world changes. For us in the automotive industry, we really like to see how things work. We like to take things apart and put them back together. We think with our hands, and our hands are our best tools. We like to make things go. We like to help people have reliable transportation and we want to understand the newest technologies that do that. Bottom line? We like to fix stuff. We can fix anything. We just happen to fix cars. Why?
Because we believe that cars are key to our independence.
Here is a letter that Kathryn and Sybren mailed to the governor of Texas
Dear Governor Abbott,
My name is Kathryn van der Pol and my family owns one of the longest operating repair shops in Houston, Texas.
Our business was established in 1946 and we have been doing safety inspections for a long time. We are writing to explain why we think you should vote NO to SB 1588, the bill that would end the Texas Safety Inspection program.
First, I am going to describe three areas where current law is not stringent enough. Secondly, I am going to examine the arguments that Senator Huffines and others have used to justify its passage, and finally I have attached some photos.
Under current standards for TSI (Texas State Inspection), there is no requirement to inspect suspension or the undercarriage of the vehicle. What the state standard does inspect is looseness in the steering wheel. A standard size 14” steering wheel on a vehicle only fails if it has more than three inches of play. Play means excessive movement before the wheel turns. Groans and moans from the steering wheel do not fail a vehicle either. The effect of this means that citizens can be driving a potentially unsafe vehicle.
The current standard for play in the steering wheel is not a “safety” standard; it is a lack of a standard. It certainly does not meet industry standards.
The same is true of the tire standard. Under current law, while tires are inspected in the current safety program, the standard is so low we pass unsafe tires all the time. The State standard is that each tread must have more than 1/16” or 2/32” of tread to pass. The industry standard is 1/8” or 4/32”. There is also a rule that states, “Any tire wear without tread wear indicators worn so that less than 2/32 of an inch of tread design depth remains when measured with a tread depth gauge at the lowest points in any two adjacent major grooves in the center or middle of the tire” (Sec. 20.29)* fails. Why does this matter? Two reasons: first, if two bald treads are not adjacent to one another, the tire must be passed.
Equally important, when we pass a car, we are implying that not only is the car legal, it is safe for another year. Under current law, the car that barely passes the State’s tire standard is not safe for a day. Tire failure is a leading cause of injury and fatality. Tires blow out because they no longer have enough tread (4/32 or less), are under-inflated, are dry-rotted or have bulges. Most bulges are inside the tire and are not visible to the State Inspector since the undercarriage is not an item of inspection. Manufacturers state tire rubber will last in most climates five to seven years. After that it becomes dry-rotted. Under current law, the age of a tire is not an item of inspection, although the date of manufacture is etched into every tire, meaning a Texas state inspector could check the age of the tires on the vehicle.
Finally, the brakes under current law can be bad and/or squealing and still pass. Current law states, “All vehicles so tested (in the brake test area) should be driven at a speed of 20 miles per hour and the vehicle must stop as indicated by the stopping distance chart.” (20.04.5)* For a passenger vehicle carrying less than ten people, that distance is 25 feet. This is a minimal stopping standard. In addition, there is no required visual inspection of the front pads. So, brake pads could be almost metal to metal as we say in our industry, meaning that there is less than 1mm of pad material. There is no way that reasonable people would say that the vehicle is “safe” for another year. Yet the car with thin or almost no brake pad material must be passed. The industry standard to replace brake pads is at 4mm.
There are many other items of inspection that I have not mentioned. The standards for these other items are also egregiously low. However, these three issues should make the point that if we take vehicle safety seriously in Texas then the standards should be increased rather than eliminated.
Now, I would like to discuss the reasons why the justifications for SB 1588 is based on faulty logic.
One reason given is that most other states have eliminated this program because Federal law no longer requires it. While this is true, why is that a good reason to eliminate the program? While growing up, were you ever told, “Just because all the other kids are doing this, doesn’t mean you should?”
More seriously, some have also stated that there are studies that show that the safety inspection programs have no measureable effect on reducing automobile injury or fatalities. When standards are as low as ours, that conclusion would be dictated by common sense. So this reason is also not a logical reason to end the program. If you research tire studies and current law suits against repair shops for failing to identify faulty tires, you would conclude that a safety program that actually required 4/32” might help reduce fatalities and injuries on our Texas roadways.
Another reason that is given to support SB 1588 is that it will save millions of man hours for people all over the state because they won’t have to get their car inspected anymore. This, too, is faulty thinking. People will still have emissions inspections in the major metropolitan areas (Houston/Galveston, Austin, Dallas/Fort Worth and El Paso), so they are not going to save any time and that is a large percentage, if not, a majority of the population. So, that’s not a good reason either.
Finally, SB 1588 stipulates that DPS officers will be trained so they can pull over motorists for safety vehicle violations. Currently, DPS can pull over anyone driving an unsafe vehicle. The proposed law makes clear that the safety standards for operating a vehicle in Texas remain in effect. However, if this law passes and it becomes public knowledge that law enforcement will be trained to fill in the gap for a lack of safety inspection program, I don’t think that stopping a citizen and ticketing them for safety issues is going to be popular with the public. The taxpayers are not going to save money either. The $7.00 that is currently the cost of the safety inspection will be added to citizen’s annual registration fees and applied to training DPS officers on safety standards.
While an officer should pull over a motorist if the car is a hazard to the driver and other vehicles, there are many items of inspection that just are not going to be visible to a DPS officer. Whether it is a torn wiper blade or worn out tires or brakes, these are not visible on a moving vehicle.
I don’t know what the real reason is why this bill has been proposed, or why the Senate waived the customary three-day waiting period, but I hope I have persuaded you to VETO SB 1588 should it be approved by the Texas Legislature and to consider higher standards at least for tires.
Kathryn van der Pol, President
Adolf Hoepfl & Son Garage
Friendly & expert service since 1946
Recipient of the 2013 BBB Awards for Excellence
Voted 2012 Best Mechanic in Houston by The Houston Press
Secretary, Automotive Service Association TEXAS
*Rules & Regulations Manual for Official Vehicle Inspection stations and Certified Inspectors.
Common Car $ense
By Kathryn & Sybren van der Pol
Classic Cars are Great to Look at, but be Glad We Don’t Drive Them Anymore
This past weekend was our 7th Annual Oldie & Goodie Car Show. We had over 25 cars and the public really enjoyed seeing the wide variety of cars and trucks. The oldest vehicle was a 1932 Model A. And we even had a classic Harley.
I found myself comparing these cars to what most people drive today and discussing with Sybren the general evolution and improvements that car engineers have made over the past 80 years.
Did you know that the lifespan of an average 1930s vehicle was less than 80,000 miles? Even 30,000 miles was considered a high mileage vehicle. In those days, people drove very little. The Great Depression was in full swing during the entire 1930s. This was a time when there was massive unemployment, soup lines, homeless wandering the countryside, and the dust bowl. People did not have much beyond the necessities, and most cars were not designed as the luxury mobile that they are today.
During the first few years of the ‘40s, the United States did not produce cars at all.All car factories were retooled to manufacture war materiel for the fight against the Nazis and Japanese. Even rubber and shoes were rationed! When cars were put back in production in the late 40s, they utilized pretty much the same technology from before the war until the end of the decade. For example, Ford didn’t design a new car until1949!
So, cars really advanced in the 1950s, right? Well, no they didn’t. Their shape certainly changed, but they still used the basic engines and transmissions of the 1940s. The metals and paints did not stand the test of time either, and rust was a major problem. Below is a receipt from our shop in 1954 on a truck. To replace brake pads was $6.80. To replace a rusted funnel for the oil tube was $2.50. Autostates aren’t even used anymore. Try to google it, and you won’t find it. Now, that’s amazing.
This receipt also from 1954 shows a tune up costs $17.79 including a $1.10 tail light lens.
Car engineering and design took a major leap forward in the 1960s. New engines and transmissions were designed; new suspension was invented that created smoother rides; and working air conditioning set a new standard.
Controlling pollution became a theme of the 1970s cars. Unleaded gas replaced leaded fuel and catalytic converters were mandated. So, now cars had better engines, transmissions, rode better, were air conditioned and were less harmful to the environment.
In the beginning of the 1980s, you may remember this was a time of high inflation, the economy in the 80s in Houston was in the tank because the price of oil had collapsed. All the car manufacturers were suffering, and they pretty much built universal crap. Cars still didn’t last much past 100,000 miles. This was when Lee Iacocca saved The Chrysler Corporation by building the K car. That car was nothing but trouble for the poor souls who drove them, but it saved Chrysler.
Even the lubricants were poor by today’s standards. If you were to put the oil developed in the ‘80s into a modern car, it wouldn’t make it to the next oil change. Yet somewhere in the mid to late ‘80s, another big leap forward occurred for engine longevity and that was fuel injection. Instead of carburetors, cars had little injectors that sprayed the fuel into the cylinders. This allowed more efficient burning of the fuel-air mixture and eliminated the rich running mess of a carburetor.
So by the 1990s, manufacturers started to improve the paints and coatings and creating lighter weight vehicles for more fuel efficient vehicles.
Of course, today we are in the age of computers, where cars are more complex than the Apollo that landed on the moon. Cars talk to you; they play your cell phone through the speakers; they provide codes for technicians to help pinpoint part-failure; they have adaptive cruise control and navigation systems; and, pretty soon, you the driver will no longer be needed or wanted to man the wheel. (See my blog from last week about Driverless Trucks). Much of the fancy technology that you see in today’s high end vehicles has been developed to create the future driverless car.
But because cars, engine oils, and other lubricants have improved so much, it is not uncommon for an engine to have 200,000 miles on it. In fact, most people should expect to get to 250,000 miles out of their Fords, Hondas, Chevys, and Toyotas. Trucks are good for 1,000,000 miles. Of course, all this is based on performing preventive maintenance and using good quality oils at a sensible frequency. I drive a Ford Fusion, and I have had no engine or transmission work performed, and still have the original brake pads at 155,000 miles.
Sybren likes to joke that he would love to have a bunch of 1980 models running around. “Do you know how much work we would have? We would be replacing spark plugs every 15,000 miles and brake pads at every 25,000! In those days, you considered lucky if your brake pads made it to 30,000.” I am sure you as the consumer are glad not to be driving a 1980s mobile.
Here is a photo of one of those 1980s invoices from Adolf Hoepfl Garage. Note the price of spark plugs ($30.80 parts and labor), a state inspection ($10.00) and the price of an oil change ($12.50). The total bill in 1989 was $454.59, a hefty bill for those days. You can see the main expense was the price of a mass air flow sensor ($310.00). What’s fascinating is that some mass air flow sensors are less costly today than 30 years ago!
So, while the old cars are great to look at and great reminders of our history, modern cars are much safer, run better, ride better, are more fancy, more durable, less likely to rust, and will outlast their classic counterparts. Now, if only they could look as great as these beauties!
1965 Oldmobile Cutless owned by Tomas Yelverton.
Joe Gonzalez won the Grand Prize in our 2017 Oldie & Goodie Classic Car Show with this 1957 Bel Air.