Joined: 15 May 2007 Posts: 30 Location: Bluefield, WV
Posted: Mon Nov 26, 2007 9:00 pm Post subject: Difficult technician
I’m a long time reader but haven’t seen this topic covered. A few months ago I was hired to run a large service department. I have been trying to use many of the things I have learned on this website and the results have been pretty good. My main problem is with one tech. I try to assign work based on the skill level of my techs. But occasionally a good customer needs something done and whoever is available needs to do it. This could be an oil change or a set of brake pads, etc. The tech I am talking about refuses to take such jobs. He says it is beneath him. All of the other techs are in the middle of other work that is promised and an oil change needs to be done and this guy is waiting for his next job. It’s not a matter of money he is paid hourly and this happens frequently. In the past another tech has stopped what they were doing to get the job done. I have spoken with him in private several times. He also boast openly to the other techs that he’s not going to pay any attention to what I say. The man is a good technician, but I’m at my wits end. Any advice?
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Nov 27, 2007 11:58 am Post subject: Re: Difficult technician
Eric J. wrote:
I’m a long time reader but haven’t seen this topic covered. A few months ago I was hired to run a large service department. I have been trying to use many of the things I have learned on this website and the results have been pretty good. My main problem is with one tech. I try to assign work based on the skill level of my techs. But occasionally a good customer needs something done and whoever is available needs to do it. This could be an oil change or a set of brake pads, etc. The tech I am talking about refuses to take such jobs. He says it is beneath him. All of the other techs are in the middle of other work that is promised and an oil change needs to be done and this guy is waiting for his next job. It’s not a matter of money he is paid hourly and this happens frequently. In the past another tech has stopped what they were doing to get the job done. I have spoken with him in private several times. He also boast openly to the other techs that he’s not going to pay any attention to what I say. The man is a good technician, but I’m at my wits end. Any advice?
Hi Eric,
It’s a bit risky giving advice without knowing both sides of the story. My thoughts are based on the facts given, so please bear that in mind. To me this man seems like a person with “a point to make.” The reasons can be multiple and fairly complex. From the post I infer that there are other employees and this problem exist only with the one.
Many times what appears to be a sense of superiority [this work is beneath me] is actually rooted in feeling of insecurity. People who feel insecure often attempt to act superior. His apparent resentment of your authority [I’m not going to do what he wants] suggest his feelings of insecurity are being directed toward you. Just a guess, but did he possibly feel he deserved the position you were hired for?
In any case, a decision must be made, in my opinion. You say he is a good tech, you must decide how much you can afford to invest in trying to figure out and resolve this problem. I would not tolerate insubordination. It undermines your leadership and is very bad for morale. I would call the man in and face him with the behavior, point blank. What has worked for me is to make the behavior clear and give him a week off. I would tell him, “Take the week, think about if you wants this job, interview with other companies, just go fishing if you want.” “If you decide to come back, come back with out these issues.”
He may resign and he may decide his behavior was out of line. Either way I feel the business will be better off. If not, I would let him go, immediately. A business is NOT a family. We want everyone to do well and be happy, but I don’t feel we can allow one person to disrupt the business. He and you will both be happier when this is resolved.
Joined: 15 May 2007 Posts: 30 Location: Bluefield, WV
Posted: Mon Dec 03, 2007 9:43 am Post subject:
Here's an update on the situation. Last Tuesday I met with the tech and asked him point blank what the problem was. At first he denied everything and then just said whatever. I gave him the week to think about it like suggested. He seemed pretty shocked and I figured he would quit. He called Friday and asked if he could come back this morning. He came in this morning and told me he thought about it and really wanted to keep his job. He also said he was out of line and he appologized. So far everything seems pretty good. I'll keep my fingers crossed.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Dec 03, 2007 8:20 pm Post subject:
Eric J. wrote:
Here's an update on the situation. Last Tuesday I met with the tech and asked him point blank what the problem was. At first he denied everything and then just said whatever. I gave him the week to think about it like suggested. He seemed pretty shocked and I figured he would quit. He called Friday and asked if he could come back this morning. He came in this morning and told me he thought about it and really wanted to keep his job. He also said he was out of line and he appologized. So far everything seems pretty good. I'll keep my fingers crossed.
Hi Eric,
I'm glad to hear everything seems to be working out. I think it's also very important to put this behind you. I believe a leader does not look back. Strategy that does not embrace forgive and forget is normally doomed to failure, in my experience.
This guy made a mistake, he admitted it and seems to be willing to do the right thing. I would treat him exactly like nothing happened. Move on, he may become one of your best people.
Joined: 15 May 2007 Posts: 30 Location: Bluefield, WV
Posted: Mon Dec 17, 2007 3:29 pm Post subject:
I thought I would post a progress report. Its been about 3 weeks and everything is going very smoothly with this guy. He has been very cooperative and does what ever I ask him to do. his production is good and the quality of his work is better than ever. The only thing I have noticed is that he doesnt talk much to any body in the shop since this happened. Before he would talk with everbody but now he is real quite and keeps to himself a lot more. Any ideas?
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Dec 18, 2007 9:14 pm Post subject:
Eric J. wrote:
I thought I would post a progress report. Its been about 3 weeks and everything is going very smoothly with this guy. He has been very cooperative and does what ever I ask him to do. his production is good and the quality of his work is better than ever. The only thing I have noticed is that he doesnt talk much to any body in the shop since this happened. Before he would talk with everbody but now he is real quite and keeps to himself a lot more. Any ideas?
Hi Eric,
Without knowing more, he sounds to be a bit embarrassed. He may see coming back as humbling himself. His position within the group has changed and he has not figured out exactly what his new position is. This is a crucial time for you as a leader, in my opinion.
I think it is important that you treat him EXACTLY like you do everyone else. Insincere acknowledgment may only make things worse. If he is to become "one of the team" again, show him the same respect as everyone else. In time I'll bet he will begin to interact more. Remember, this has probably been at least as traumatic for him as it has for you. I would give him respect and time and make certain everyone else does the same.
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