Major Tech Mistakes

[zekensted]

I have a great tech, 30 plus years in the biz, last 6 with me. Good guy, almost always mistake free - untill the last few months. Today, left lug nuts loose on all 4 wheels. A wheel fell off while pulling back into the shop after clean up and only because the service writer heard a noise. Two months ago, same tech let a car out of here with no oil. To an extent, these are two almost unforgiveable mistakes. It would take a year or more to replace this guy. Going to have a long talk this afternoon, but I feel like there should be more than talk. Any suggestions?

[texaslp]

Sounds like something is going on with his personal life that is affecting concentration. You might try a couple of days/week unpaid disciplinary leave for him to get things resolved and get his head back in the game.

It's always a good idea to outline what the consequences will be if another event occurs, then make sure you follow through.

[LIFESENTENCE]

Everybody responds differently. You have to go with what you feel would be proper to get him corrected.

Although it may be something in his personal life, it could also be something at work, or it could be he just simply made a couple of mistakes. I think the root of the problem should also play factor in the punishment/corrective action.

[AKTOYPM]

It may be time for a UA.
If it is even legal to do one anymore?

[jimmuntz]

Years ago I had an excellent employee performing data entry. Under normal circumstances, she was super accurate. All of a sudden she started making huge obvious mistakes.

It turns out she had a brain tumor and was dead within six months. It was a real heartbreaker on many levels.

When you talk with this tech, ask him how he is feeling and if he has had a check up lately. I'm not suggesting he has a brain turmor, but health issues could be a contributing factor.

Also, I urge you to be as supportive as possible. Remember, this is someone who has produced for you for many years. Now it's your turn to stand by him.

Jim Muntz
DealersEdge

[David Henson]

I had a similar situation years ago and called the guy in to see what "we" could do to resolve the issue and he started crying and telling me that he and his wife were splitting up. You never know what might be going on in someone's personal life that can affect their work.

[SMW]

I think discussing the the root cause of the lack of attension is very important as you sure want to help if you can, but the mistake of leaving all wheels loose is HUGE and could have cost someone thier life
(maybe even one of your loved ones)

Strong action such as a write-up and a suspension are most likely the way to go, you need to send the message that safety mistakes cannot and will not be tolerated in your shop.

You must take full and responsible measures especially if the employee is retained and another safety issue with him should arise.

Best of Luck
S.W.

[Old Irish]

I agree that the right thing to do is to help a good employee get through a rough patch. I've done so more than a few times. Of course you have to cover your own backsides, too, as someone mentioned.

I usually tell the employee that I'll be flexible as they work thru whatever crisis they are facing BUT I put some sort of time limit on it and remind them that, however bad things seem NOW, just think how much worse it'll be if you end up losing your job as well.

Usually they need some days off to get the situation under control and I'll tell 'em "OK"....better to KNOW that they be gone rather than have unexpected no-shows.

I have found that most will understand that you want to help them BUT you have a business to run at the same time.

I'll also add that being understanding and giving them some slack can build a lot of loyalty in the future.

These situations have to be handled case-by-case. I don't think there's a canned solution.

All that being said....and I've said it with sincerity....I gotta shake my head at some of the employees I've had (usually techs, to be quite honest) who fall to pieces every time they have a fight with their girlfriend or whatever. I know that sounds cold and callous and I apologize for that. But, still, I gotta wonder sometimes. I guess I'm just not as sensitive as I should be at times

Cheers
DD

[This message has been edited by Old Irish (edited 11-01-2006).]

[chevytech]

Personal problem is a strong possibility. Something else to look for is if he is being pulled off of his jobs to help others in the shop. It happens more often now with less experienced techs in shops. Totally breaks your train of thought when you get interrupted. Just a thought.

[frtendtim]

I have to say 2 mistakes, despite there severity in 6 years, is pretty much like batting .998. Maybe there is something that is causing this, and it would be a good idea to sit down with him and talk things out. Its hard to find enough fingers to count for guys around here that have made crucial errors, including myself.