A lesson in building trust

Bill and Clyde were busy loosening bolts on the disk refiner. Both were Class A Mechanics in this west coast pulp mill that Sam, the maintenance man, the mill’s recently hired Maintenance Manager, had called in on this Saturday night to perform this routine task of replacing the ‘plates’ within the refiner.

Sam was on duty for the weekend which meant he received the calls when something needed to be done and to then call people in.

The mill’s maintenance staff worked five (5) days per week, Monday – Friday, and coverage also consisted of three shifts, seven (7) days per week, by one mechanic and one E&I technician.

There were only two ‘crafts’ at this site, mechanical and electrical & instrumentation. Of course each mechanic and E&I technician had their own particular skill sets but in theory each could handle anything within the broader trade / craft they were assigned.

Typically, the shift mechanic would attempt to ‘repair’ anything that required attention by themselves, but often the task required multiple people and/or crafts. In this case the shift mechanic was busy on another ‘emergency’ when the call came in to change the refiner plates, a definite two-person task, at minimum, so he called Sam to find the people to staff the job.

Sam, being new to the mill, but certainly not to the task, drove to the mill from his home a few miles away mostly to see how Bill and Clyde performed, but also to let them know he was there should they need anything to make the job go faster. Sam, in his past, had spent a lot of time in the mills after hours, mostly to learn, but also to provide a sense of urgency and to provide assistance whenever, however.

None of the three, Sam, Bill or Clyde, had as yet exchanged pleasantries during the brief time Sam had been on site since his arrival a week ago.

Sam had been lucky, he felt, to get these two mechanics to respond to his urgent request for help on this Saturday night. Particularly since they didn’t know him, nor vice versa. There was no set procedure for call ins at this mill unlike other sites he managed. It was a first come, first served process and both had accepted immediately, impressing Sam.

Leaning against a guard rail on the brown stock operating floor observing the progress of the plate change, Sam noticed that Bill was looking to his tool box, obviously needing another wrench. Clyde was busy himself on the other side of the rotating disc in the opened refiner housing.

Sam guessing that Bill needed another box end started towards Bill’s toolbox, leaning over to pick up one of the wrenches in the assortment laying in the bottom.

“You touch any of those tools and Clyde and I are out of here.” Bill said, looking Sam directly in the eyes. “And we’ll be filing a grievance, and most likely we will also stage a walk out on Monday.”

Sam hesitated, thinking about how to react to this confrontational statement.

Sam had learned from discussions with the staff after he had arrived that the mill had experienced a difficult and confrontational strike just months before and tensions were still high.

Strikes, or walk outs were apparently common in this mill’s history. For the first time however, on this last strike, the company had brought in salaried workers from other company locations across the country to staff the mill and operate during the strike. That experience had been a mixed blessing. The mill had operated, but the damage done to the equipment by the fill in operators and emergency only maintenance effort would take months to correct.

“Sorry, I was just trying to help. I can see you need an extra hand.” Normally, on a job like this the shift mechanic would be here to assist, perhaps even lead the effort, but he was busy on another ‘emergency’.

“You are not allowed to help.” Bill said, ‘This is a union mill and we do things by contract here. I don’t know how it was done where you came from, but that’s the way it’s done here.  And, yes, we could use one more, mostly as a helper. Would you call another mechanic in? Tell him that it’s just to change plates and we’ve got it under control, just need a hand.”

“Will do.” Sam responded heading to his office across the street from the brown stock/bleach plant building to make the call.

Moments later Sam returned to inform Bill that he had gotten Darryl to come in.

“He’s the oiler, but he’ll do.” Bill said “We’re all mechanics by trade.” Obviously amused by who was coming in. Sam knew that after a while he too would learn the skill sets of each maintenance person and in the future, call accordingly.

Bill and crew finished the work and packed up their tools heading to the maintenance shop. The addition of Darryl had really helped with the job assignment. Matching, lifting, holding plates in a narrow space while they are being secured requires strength, flexibility and coordination. Two could do it, but three was more efficient.

Sam met them in the shop.

‘Thanks for the work, guys.” Sam said sincerely, “I really appreciate your response, especially on a Saturday night. And especially since this is my first ‘call in’ duty. I didn’t know what to expect.”

Bill, sort of acting as spokesman for the group, responded, “It’s our job. We like working here. We like the pay; we like the location. You treat us right; we will respond accordingly. Don’t expect no favors. Just follow the contract. If not, well then, that’s a different story. Get my meaning?”

“Yes, as a matter of fact I do Bill, and Clyde, and Darryl.” Sam looked at each mechanic as he said their name. “Give me a chance to settle in. Okay?”

They all nodded.

As Bill turned to leave he looked back at Sam and said, “By the way Sam, next time? I’ll let you pick out the wrench for me, no problem, but of course I had to ‘test’ you first.” He winked, “You passed.”

Sam recognized that Bill displayed leadership qualities and was not afraid to ‘question authority’, two characteristics Sam knew he would need from his staff if he were to deal with the undercurrent of hostilities created by the strike, as well as return the assets to their previous good operating state. He would need all the help he could get and building trust with the crews, his staff and peers was the first priority.

Months later after analyzing and sorting out many issues with the inherited staff and crew and getting to know the ‘tribal’ culture, Sam selected Bill, and later Clyde, to become maintenance supervisors for the mechanics’ crews, each assigned to different operating areas of the mill, moving incumbents to other much needed staff positions, a couple as maintenance engineers and another as planner, better utilizing each of those person’s skills and interest.