I S C R E P A R O N

“It’s not necessary for the repair.” → Sure, I just decide to make stuff up. The repair plan is developed based on procedures, the OEM as an engineer, has the knowledge to advise what is necessary and not necessary for the repair; this is why the information is made available, to support what is necessary.

“Do you expect me to read all of these procedures?’ → Of course, the documents have no merit, and I have nothing better to do with my time. To be fully honest, I do not care if you read them or don’t. I expect you to understand what these documents contain, and I expect you to understand that they serve a purpose for your file; if anything ever lands in litigation, I have provided all the support needed for this repair.

“OEM Procedures are only recommendations.” → Gold star for the risk taker in the room. Yes, they are procedures recommended to keep my accountability in check as I repair this customer vehicle back to pre-loss OE condition, like the guidelines and processes the manufacturer would have used in the beginning, knowing that one day the possibility of a lawsuit is lingering in the background. I guess 23,000 engineers could be wrong at GM. But hey, let’s roll the dice with that.

“The customer is in a rental.” → Oh, that’s right. I forgot that the amount of rental coverage that Edna didn’t purchase dictates the cycle time of the repair. I thought the repair time, which is dictated by the severity of repairs, would dictate the length of rental needed. Oh, what a fool believes. Let us get the customer another coffee and a magazine; we may be a while.

“We/they don’t pay for that.” → By this rationale, one can arbitrarily choose what they do or don’t pay for?! Even if it is a required part of the service? If the operation is not performed, then yes, I see the merit of that statement. But I was unaware you could veto something based on the actions of others in the past or your feelings.

“You are the only one asking for this.” → I am certain I am not. If that really is the case, have I inconvenienced you by doing my job correctly? It doesn’t matter to me what everyone else is asking for; what matters is that I am doing things correctly, as for the others, not my pig, not my farm.

“We don’t pay to measure unless it’s out of spec.” → Think about this for a moment; let it marinate. The only way to know if the vehicle needs to be measured is to measure it!

Our entire industry relies on communication to provide our customers with good service. Unsubstantiated rhetoric does nobody any favours; the customer, the shop, the vendors, and the payees suffer from this. When staff are faced with these discussions regularly, it becomes very tiresome.

I hope you found a little enlightenment from this article and that it made you smile; however, rationalizing these types of statements is not entertaining but damaging.

In my opinion, and you are entitled to my opinion, it is time we get the job done correctly. Please stop with the schoolyard antics by accepting your responsibilities and accountability, not rationalizing them.

STEFANO LIESSI

As a Red Seal technician, refinisher, and the founder of Canadian Collision Specialist, Stefano enhances his 40 years of experience with 15 years of I-CAR instruction, a post-secondary degree and Skills Alberta training students to bring home 11 medals while as a high school teacher for 6 years. This experience brings you training that encompasses all learning styles. Having experienced the corporate side of the industry through insurance, and management, Stefanos’ focus is, getting it right the first time with proper repairs performed equitably for all involved.

Stefano can be reached at: sliessi@canadiancollisionspecialist.com or www.canadiancollisionspecialist.com