Buying a Mechanic is like buying a car...

The Tea on buying a small truck, and a Technician in 2023...

My wife Caroline and I have test-driven a large number of vehicles in preparation for purchasing by finance in the fall of 2023 and to make a point, I'm going to compare our story thus far to what the process is of any Service Manager seeking to "buy" a technician or their personality, for their shop floor.

Our criteria:

• Bluetooth
• PW/PD/PL
• OE Remote Start
• OE Front and Rear Park Sense
• OE Back-up Camera
• Heated Seats
• Tows 5000lbs
• Doesn't "drive" like a truck
• Caroline feels comfortable driving in it "intuitively"
• Caroline feels comfortable in its "fit"

You can overlay each of these bullet points as a Service Manager creating the hiring ad of the Technician they want to onboard.

It might read:

• Ability to identify the problem quickly
• Effective analytical and communication skills
• Ability to quickly learn new technologies
• Willingness to learn new repair and service procedures
• Able to read, operate, and use basic electronic diagnostic equipment
• Ability to work in a fast-paced environment and under pressure
• Must have fundamental Excel Computer Skills
• Positive, friendly attitude
• Must provide productivity report to help determine base rate of pay

Onto the car buying story.

It’s taken us 4 Saturdays to get to, schedule, or walk into dealerships to make this happen, and technically, the test driving isn’t done, but more on that later.

The following few items are things that stood out about the processes thus far that we went through, that can be directly related to hiring processes that Service Managers and Technicians have to endure, from both sides.

For example:

• We've shown up for appointments at dealerships, and the vehicle we were to drive, was now sold, so we couldn't drive the vehicle, making the drive to the store a waste of our time. (with no call to say this has happened)
• Think "ghosted interview"
• After being to MORE than 10 dealerships, in 5 different towns, the stores with a "sales process" is exceptionally evident, at least IN the store.
• Think "well prepared for the interview"
• After being to more than 10 dealerships, there is only 1, ONE dealership that has followed up, post-test-drive, and that follow-up was not unique. They ALL had my name, my phone number, my email, and what vehicles we drove. This 1 follow-up did not include what we drove or asked any questions about the vehicle, or the service they provided. It was a "get-to-know" video that included information about the store hours, the store phone number, and what appeared to be the GM stating that "we make our new customers happy". All things that we should in theory already know, after spending 2 hours there.
• Think "didn't listen during the interview and likes to talk about themselves" and "will never follow through on promises"

Also note, no dealership, after asking reception, 
had any form of SMS communication for sales/service

Think "I'm not big into techy things, and paper works for us".        

I could go on and on in a lot of detail. The experience has left Caroline and me exhausted. It also didn't help that we were doing all of this with our 9-year-old in tow and who, after 4 hours of it (halfway through the day, day 1) peed on himself before lunch in a dealership bathroom. That really didn't help us finish that day strong.

But, I digress.

Let's move towards some of the vehicles themselves, with a little bit of description, which I'll overlay some "technician personality" that could fit the vehicle. Think of it as a representation of a Technician walking into a Service Manager's office for an interview.

Also, I won't talk at length or about all 13 vehicles that we've driven, that would be boring as shit, and we all have stuff to do, but I will list them for clarity.

2023 Toyota Highlander

We were really excited to test-drive this, but we were immediately underwhelmed. Remember above where I said it had to "Caroline feels comfortable in its "fit"? It's a Highlander, not an F-250 or a Lifted Chevy. Caroline could barely reach any of the console buttons, and the armrest/center console is so far away from the centerline of the driver's seat that her elbows were ~3 inches away from resting on anything. This meant there was no way for her to relax in it, and trying to make changes to any setting was a challenge.

• This is an anxious, likely traumatized highly trained level 3 Master technician that has spent the last 10 years being abused at a GM Store. They can do everything really well, but only if you are EXACTLY the correct leader for them, and the team around them has to be supportive. The team cannot operate traditionally where dark humour, sarcasm, and pranks are normal. They only work if you praise, reward, constantly check in, and never use any tone of voice other than calming.

We got to "sit" in a 2022 Tacoma at this store (it was sold)...Caroline wasn't...

2023 GMC Acadia Denali

Unexpectedly, we both really enjoyed this SUV. I love my suburban and looking at this from the outside, it felt a little too baller, and too small. However, everything fit Caroline and me very well. Everything was easy to touch, comfortable to sit in, fit and finish was very nice, and the wee man loved the 3rd row.

BUT, $64k CAD before there is any conversation on Service Contracts, Extended Warranties, mats, accessories, fees, taxes, and tow "stuff"...much too much for our blood.

• This is a verifiable high-producer, that will be the most toxic player on your team. They will demand you pay 15% more than they are worth because they know the labour climate and are ethically capable of exploiting it.

We also got to drive a "cream-puff" 2020 GMC Canyon AT4. Only had 8,200km on the odo. Had COVID not happened, and used truck prices, as well as greed not been high, we might've driven off the lot with it. But, they weren't going to budge from their $53k CAD asking price on a 3-year-old truck.

(salesperson proclaimed a 23' would be $55k, ??)        

2022 Ford Explorer Platinum

This was a "custom" order to this store that was "declined" according to the salesperson. Caroline felt ISH in this would-be luxury police SUV. It was JAMMED with all the things. Full glass roof, second-row window shades, adaptive-cruise, the works. Caroline was impressed; until she drove it. Then I drove it. It didn't make me smile. Neither of us felt "comfortable" in it. Had it been on some incredulous deal, and nothing else we drove hit the mark either, we said we'd come back to it. But only if there was a great OE deal for the financing.

• This is a B Player, disguised as a Unicorn, but not deceptively. This technician has ALL the certifications. As much training as you could stuff into the years they've been wrenching and seemingly great work ethic. Yet, somehow, no one on the team likes them, and, somehow, they never roll more than 95% productivity in a week. You coach and train continuously, but they never improve; though, they never get worse either. You're afraid to make them take a pay cut, because it's a guarantee that you'll lose them, but it's hard to swallow the 100k salary for a 60k output.

We also drove a 23' F-150 3.5 Ecoboost, 
in that gorgeous teal they have.

I loved it. Caroline hated it. We aren't getting one.         

Also; we sat in a 23' Ranger (also sold). We both did a double take... it could work....

2023 Jeep Gladiator

I cannot say how my lovely wife knew that this existed. However, we went to a CDJR to drive one. She was really really excited to drive it, because Caroline thought we were going to get a "Jeep" (Caroline has wanted one for nearly a decade). Then Caroline drove it.

She did this ?? and said, "It drives worse than the Ford F-150, is noisy as hell, there isn't enough space for the dog, and why are the window switches there?"

Me: "Because the doors come off."

Caroline: "but, if the doors come off, there's no need for the switch"

Me: ...I'VE BEEN SAYING THIS SINCE 2010!!!!!!!!!!!!!!!!!!

...but, I digress.

• This is a big, burly, old-school Transmission Technician. They make all of their own tools, and somehow after 20 years have a full-set of branded special-tools.... They can be found stockpiling seals and gaskets they don't "need" to put in the rebuild, and yet can never find those seals when you need one (hmmmmmmmm) They always get the job done, but if it ever comes back, its somehow miraculously not because of the seals that weren't replaced.

2020 Jeep Grand Cherokee Overland: Had to take her out in a proper Jeep, I missed working on and driving these. Used pricing is dumb on these. But we both liked it.

2022 Ram 1500 Classic: ...wife: No. Me:...I am sad.

2023 Jeep Grand Cherokee: ...wife: No. It drives like a truck, and it's too much money. Though there is 0% financing incentive right now, we can't guarantee there will be 0% whenever the "order" arrives. (this is such a stupid setup BTW)

The last 4 are the important ones.

2022 Toyota Tacoma (USED) ... The drive made both of us shrug our shoulders. Tacomas are all new for 24'. "why'd we do this to ourselves", the new one is going to be completely different in every way, and we won't get to drive one until fall, at the earliest. Caroline will NOT order a 55-60k truck without driving it first...

• 25 years of experience, C Player. Barely gets the job done, but does actually get the job done.

2023 Nissan Frontier SV ... Caroline: "This, this is all new?, who did they design the steering for, the Hulk?"

• 2 years of experience in the trade. Came from general contracting. Thinks that all they need is the contractor's belt full of tools, but they're new tools.

2021 Ford Ranger XLT ... Caroline: "I don't hate it. I don't like it. But everything fits. It ticks all the boxes. I want a new one, not a used one. Babe, you can have it, maybe. But DAMN, why 7.49%????"

• 15 years of experience. Level 3 trained. 140% productivity. But chain smokes, drinks Bud Light, and slaps you when you tell them they can't smoke in the shop.

2022 GMC Canyon Denali ... Caroline: Are we buying this today or do we order one wait for a 23' and pray we don't get to be a guinea pig?

• 5 years of experience. Level 2 Trained. 100% productivity. Listens well. Plays well with others. Happily takes the pay plan you gave them, without negotiating. ... when is the ball going to drop??

I would say the journey thus far has been very enlightening, for Caroline and myself. We've enjoyed the hours spent together talking about what we would do, in our new "vehicle" and, selfishly, I've gotten to be in my "space" with her and my son.

We've decided to wait until the fall, not order anything, and see what happens. The salesperson at the GM store physically put us on a list of people to call when a 23' Colorado/Canyon comes in so we can drive it.

If we don't like it, we'll probably hunt for a 22' Canyon Denali or Colorado Z71, with low mileage, in the fall time, which I'm betting will be the case.

Hopefully, this little life-sharing story, with somewhat of a comedic overlay has been helpful to you leaders in identifying some potential areas where your sales, and service departments could use some "lifting" as it were.

And remember negative pushes, and positive pulls, and always clean your toys when you put them away.

j.

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Disclaimer: I am not a Psychologist or Wellness practitioner, registered or otherwise; even though I've now been called a therapist almost a dozen times. I am not a professional Life Coach or trained teacher. I am simply applying my perspective and relaying advice I've created or gathered over the years from other professionals, with a peppering of research and statistics, in addition to the context of my life. Please, do your own due diligence, and use it at your adult discretion.