When Demands Don’t Align With Reality
I’m a mechanic who specializes in alignments. Most alignments can be knocked out in about half an hour, if you include test drives and paperwork. While we have multiple people trained in doing alignments, we only have one alignment rack at our location. All of our other nine bays can potentially feed into that one rack, so it can become a major bottleneck. Between that and the chronic mismanagement of the front-end salespeople, I’ve developed the habit, at every clock-in, of printing out every work order that pertains to alignments, reading their deadlines, and arranging the printouts on my work order board so that I can know what’s due when, anticipate my appointments, and spot any potential trouble areas before they happen.
The assistant manager comes to my alignment bay at around 2:05 pm and tells me that there’s a customer who wants to get their alignment checked, and that the customer has a hard stop, 100% cannot stay late, needs to leave no later than 3:00 pm.
Immediately, I know that this work order didn’t exist an hour ago when I got back from lunch, and I indicate the nearly full work order board.
Me: “That’s not going to be possible. I’m going to be out of the store for the next twenty-ish minutes performing a calibration on this Ford, and the front counter staff announced a few minutes ago over the intercom that the 2:00 pm appointment was here and waiting. I’m already going to be late for that, thanks to this ADAS calibration added on at the last minute. Those two things will take up all the time between now and their 3:00 pm hard stop.”
Cue the blank stare from the assistant manager.
Assistant Manager: “But I told them it’d be done by three.”
Me: “Not with one alignment guy and one alignment rack. You want that alignment sale, you’re gonna have to either pull another alignment-trained employee in here and have them do that alignment while I’m calibrating the Ford, or they can do the calibration on the Ford while I do this other alignment, or you can talk to the customer and buy me until at least 4:00 pm since the 3:00 pm appointment is likely going to be on time, or they can come back another day and get the alignment done then. Those are your options. I’d recommend choosing one quickly.”
Cue another blank stare.
Assistant Manager: “Thank you for your communication. Carry on.”
I perform the calibration on the Ford, come back to the store, test-drive my 2:00 pm appointment, pull it into the alignment rack, and start hooking up the measurement equipment.
The car with the 3:00 pm hard stop has not moved. The keys and its work order are still on my board.
It is now 2:45. The manager on duty comes to the pit, points to the keys and work order on the board, and says:
Manager On Duty: “That has a hard stop at 3:00 pm. The customer is asking whether it will be done soon?”
Me: *Shaking my head* “Nope. It’ll need at least another hour, most likely, and I told [Assistant Manager] forty minutes ago that the hard stop at 3:00 wasn’t going to be possible. Did he talk to the customer and buy me time?”
Manager On Duty: “No.”
Me: “Did [Assistant Manager] grab one of the other alignment-trained employees and have them align that vehicle?”
Manager On Duty: “Obviously not.”
Me: “Those were our options to get this customer happy by 3:00 pm today, and I told [Assistant Manager] as much. It’s not happening by 3:00. The customer has now been waiting for almost an hour for an alignment that won’t be done, so if I were you, I’d try to either buy time or do damage control right about now.”
The customer left without her alignment, and I was left with another few stress-induced prematurely gray hairs. Thank God for the weekend.
