Hiring and firing, cant find the right tech

[acesdeals]

Before starting my company i was a lazy bum i played video games with random part time jobs till mid 20s. Some college but nothing much. Then i joined the military and when i got out i started my company part time. I got too busy and eventually got a store. As the owner i need to focus on the actual business and not repairs. However i just cant seem to get the right employee.

They always make mistakes, they take longer and do not remember procedures. The actual job is not that hard, but when the job is done i want it done right so as to avoid any issues later on.

Out of all the employees i had a single guy who was great, he was better than me in some areas unfortunately he moved away due to college. But he was the only person who did EVERYTHING right.

The last 2 techs that were hired had told me that this is the most difficult job they have had. The current tech was a supervisor at Geeksquad and had managed a pc store. Part of the reason i hired him.

When i asked him about why its so hard if he was a manager and supervisor he said those jobs were simple he just did paperwork and made sure the guys did their job which they did so he had little work.

For me the job is easy just follow procedures and you will fix the issue, remaining organized. But as the owner i cant be a tech and manage and expand the store, so im at a loss as to how to continue growing my business if i cant find anybody to replace me as tech.

 

[nesrinamb]

their was a thread about hiring the right candidate http://www.technibble.com/forums/showthread.php?t=52901

I know what your talking about.

I suggest you break down everything into a checklist helps the employes and the business.

The issues I have seen is a tech not really knowing time management. Some freak out because they gotta fix 4 computers in one day. Not that hard really but they just don't get it.

As for the geek squad guy he or she may be a good manager but that doesn't translate into good tech because most managers do few if any hands on tech work its all managing the resources you have not fixing the widgets.

You said the geek squad person isn't used to the tech work and that the others don't know what to do. Please be specific and provide detail so we can maybe help you pin point issues.

 

[redmon]

I am in the same situation as you. That elusive tech may not be available. Finding a tech that can repair, sell, manage time, make the hard judgment calls may not be available for a price we can afford to pay. Or even if we find one, we can't count on them staying. The solution is to design your business to run on systems and methods that any average tech can follow to give extraordinary results.

The following is a wonderful book which elaborates beautifully about this idea http://www.amazon.com/The-E-Myth-Revisited-Small-Businesses/dp/0887307280

 

[ComputerRepairTech]

how much you paying though? from what ive seen..least in my area. people make more money answering calls in customer service than what they want to pay techs at shops.

 

[Megacannon]

It sounds like you may want to reconsider your hiring process. For example, you claim you want an employee that can be a tech, but the current guy you have (the one from Geek Squad), really only has experience doing paper work and managing others. Were you aware of this when you hired him? If not, why didn't your hiring process uncover this?

 

[K007]

hire me, hire me
just kidding

 

[ComputerRepairTech]

what city are you in? just in case someone happens to know someone they can recommend.

 

[frederick]

Look gor veterans at the VA. Find yourself someone who was a 25 series, or a 33W or other service equivalent. They got the experience and knowledge, theyll work hard and probably need a job

 

[callthatgirl]

You might want to consider hiring a contractor and have them only do "certain duties"...then let them prove their salt and as they become a better employee, you pay them more as a contractor. Then eventually, give them a decent wage as an employee and they can do more duties.

Make them earn it, that's my only advice. Getting a contractor to do the "repairs" only keeps them on only a few things to do and do it right. And if they don't work out, you let them go. No unemployment, no drama.

 

[tom11011]

I am in the same situation as you. That elusive tech may not be available. Finding a tech that can repair, sell, manage time, make the hard judgment calls may not be available for a price we can afford to pay. Or even if we find one, we can't count on them staying. The solution is to design your business to run on systems and methods that any average tech can follow to give extraordinary results.

The following is a wonderful book which elaborates beautifully about this idea http://www.amazon.com/The-E-Myth-Revisited-Small-Businesses/dp/0887307280

redmon has the right answer, read the book.

 

[nesrinamb]

I forgot to mention that if you want a really good tech you also have to put in the time to train him or her. Everyone here talks about paying to much for a good tech but i have worked with people that knew little and after i gave them pointers here and their i got them up to my level of expertise. It wasn't easy but we get a long and we work together on some contract work now.

If you want the perfect tech do what Lisa did and get an internship going and once they prove that they wanna work in the field and can learn quickly turn them into the perfect tech.

 

[carrcomp]

This is one of the most unfortunate things about growing a business ... finding people that won't ruin it on you.

I've been lucky, as I haven't had that misfortune yet. Maybe it's my selection process?

In any case, once you find another good employee, keep them happy and they will stay loyal.

I'm looking at adding health benefits starting in the new year, and I found out one of my guys turned down 3 separate job offers over the last 2 months. He doesn't want an employer that doesn't care about him.

 

[acesdeals]

their was a thread about hiring the right candidate http://www.technibble.com/forums/showthread.php?t=52901

I know what your talking about.

I suggest you break down everything into a checklist helps the employes and the business.

The issues I have seen is a tech not really knowing time management. Some freak out because they gotta fix 4 computers in one day. Not that hard really but they just don't get it.

As for the geek squad guy he or she may be a good manager but that doesn't translate into good tech because most managers do few if any hands on tech work its all managing the resources you have not fixing the widgets.

You said the geek squad person isn't used to the tech work and that the others don't know what to do. Please be specific and provide detail so we can maybe help you pin point issues.

I actually used visio and made charts and checklists
Time management is a huge issue with all the techs i have had
Yea when we have a lot of systems come in they seem to want to rush

Our store is focused on component repair so we do soldering and related repairs not so much virus removal or OS repair

Most of the problems are little, such as forgetting screws, not putting warranty stickers on, improper note taking via PCRT, leaving a mess so i cant find tools

how much you paying though? from what ive seen..least in my area. people make more money answering calls in customer service than what they want to pay techs at shops.

I have changed the pay many times, for this particular tech i had a new change his base would be $12 but if he gets X amount done per pay period he could get up to $20

He actually said he was making $16 at his other job, but he didnt find it appealing as he wants to do tech repairs

It sounds like you may want to reconsider your hiring process. For example, you claim you want an employee that can be a tech, but the current guy you have (the one from Geek Squad), really only has experience doing paper work and managing others. Were you aware of this when you hired him? If not, why didn't your hiring process uncover this?

Well regarding his laptop skills, he can take them apart in about 15 mins he does have tech skills and prior to being hired he was a craigslist tech doing house calls and having people drop off at his home

 

[acesdeals]

what city are you in? just in case someone happens to know someone they can recommend.

Fairfax VA

I am in the same situation as you. That elusive tech may not be available. Finding a tech that can repair, sell, manage time, make the hard judgment calls may not be available for a price we can afford to pay. Or even if we find one, we can't count on them staying. The solution is to design your business to run on systems and methods that any average tech can follow to give extraordinary results.

The following is a wonderful book which elaborates beautifully about this idea http://www.amazon.com/The-E-Myth-Revisited-Small-Businesses/dp/0887307280

I understand that, i have mentioned to the tech that there is no cap on his pay and the better he does the more he will get. I have no problem paying him $30 or $50 per hr as long as he is generating that much more for us.

I have tried different setups and training methods. Due to the type of work we do, i need actual thinkers who can repair and put the product back together fully and test it. I have the procedures listed step by step, but they are not always followed. I would say 85% of the time the work is done right. But i cant have 15% of our customers complain.

 

[acesdeals]

I forgot to mention that if you want a really good tech you also have to put in the time to train him or her. Everyone here talks about paying to much for a good tech but i have worked with people that knew little and after i gave them pointers here and their i got them up to my level of expertise. It wasn't easy but we get a long and we work together on some contract work now.

If you want the perfect tech do what Lisa did and get an internship going and once they prove that they wanna work in the field and can learn quickly turn them into the perfect tech.

I agree with this, i changed my training method. Actually i truly believe the techs can do the work after my training. Its just that they dont, they have the skills and the knowledge but its them using their nogin.

I had a girl who was an excellent tech, but she was always stressed. She was never confident in her work even though she could repair anything, i would always tell her i believe in her and that she could do it. Most of the time she would, but she would never be relaxed at work always worried she would not fix something.

She eventually left and is now a personal assistant for a single mom. She just helps out whenever we are busy.

This is one of the most unfortunate things about growing a business ... finding people that won't ruin it on you.

I've been lucky, as I haven't had that misfortune yet. Maybe it's my selection process?

In any case, once you find another good employee, keep them happy and they will stay loyal.

I'm looking at adding health benefits starting in the new year, and I found out one of my guys turned down 3 separate job offers over the last 2 months. He doesn't want an employer that doesn't care about him.

SOME of the techs actually want to work and want the challenge that this job offers. The current tech and the last check were offered more elsewhere but stayed because this is the only position where they could do this type of work and enjoy learning the new skills.

While i dont offer all these benefits, i do treat them as best i can and regularly ask them their opinions and concerns.

I dont want to say that i am not at fault at all. I may be expecting too much from them.

 

[oldtech]

If you aren't already doing so you may want to look harder at prior military folks. We find their work ethic is usually above average and they understand teamwork better than the rank and file 20 somethings who have not had that experience.

Being in VA I suspect you are soon going to have a lot of available interveiwees as force shaping begins after the first of the year.

 

[citizensmith]

If you aren't already doing so you may want to look harder at prior military folks. We find their work ethic is usually above average and they understand teamwork better than the rank and file 20 somethings who have not had that experience.

That "valued resource' idealism may be true in the US. In the UK the "special military relationship" doe'snt hold up to well. Discarderd forces personnel are common place in the UK. Dunno if its institutionalisation after years of "all the way" & doing whatever whenever it takes to get the job done. And I don'nt just mean the adrenaline filled operations in gungho war zones. Not coping well in the civvie workplace enviroment is a real handicap. Many of the mil tech guys are over skilled, over age at 30+ and now over seas.
</rant>

 

[Vyper28]

I will try and provide some feedback from the opposite side of the coin. I work for a small I.T. provider, I'm not perfect, but they are very happy with me I'm sure (since I've been here for 7 years). Before this I worked at 3 other shops, 1 big box and 2 smaller ones I left.

1.) They pay me "fair". This is more than just a fair salary, they also provide bonuses on the holidays, Bonuses when I do more "advanced" work outside my general scope and bonuses when I sell product and make them money. Without this, I would be doing a half assed job. You have to think, if you want a Tech smart enough to do a stellar job, he's going to be smart enough to know if you are raping him over the coals in terms of money. I know how much they make off me a month, I can track my own time, and if I am far less than that, I don't need to be here.

2.) Direction. I don't want to sit on my ass and work away for a dying company. They have clear direction and they make a concious effort to let me know what the goals are and how we will achieve them. For example, big push for SMB, they told me they were doing it, less focus on residential, more focus on small business. They also understood that moving my workload to businesses is a much higher skill set. Yes I can do it, but no I wont for the same money. I got a raise and I got a bonus per hour done on b2b. They provide the tools and the guidance and I do the work.

3.) They listen. I was SSSSOOOO sick of the other companies telling me "no money for proper remote software", "no money for this, none for that". I just started turning down repairs. You tell me I have to use this old piece of **** soldering iron to do dc jack repairs? I tell customers we don't do them. Yes I got in trouble a few times, but what do I care? You don't give me the tools, I wont tarnish my reputation as a tech to do a job. I could care less about your business and your profits if you don't care enough to listen and invest what is needed to do a job properly. Now I have a nice heatgun and station, I have a full instant housecall subscription and when I left my last company I took half their clients with me. I worked for myself, and this new company gave me a job offer I liked. They got a chunk of clients, I got stability and awesome toys to do more jobs and learn more ****... The old place I worked at was sold twice and then closed. It wasn't all my doing but the owner would not invest, so he did not survive.

The TLDR; of what keeps me working as many hours as they need and as hard as I can is this: They pay me well, They make sure I take home a good chunk of what I bill out (Sorry but I can count my hours and rates, if you make 15k a month off me and pay me 2.5k a month.. I'll just take 4 or 5 clients and work for myself), They give me the tools I need, and they meet with me once a month and let me know what our goals are and plans are.

 

[citizensmith]

The aparent unemployability of ex forces personnel is based on mine ant others experienace. I could bore you about 1000 job apps in 3 years but that doesn't matter. Could be our techie skills are not suited to the job market. Just as the US forces get all the best kit they also appear to get more "benefit" in the real world. Well thats' nice for you.
I am also painfuly aware of the US homeless vets situation. A comms chief works with me lived under a bridge washing cars for 2 yearrs. Someone tried to steal his home. Chief got hassled by the feds as a war psycho when he defended his cardbord box.
OP is entitled to his opinion and misunderstood humour. Ex forces don't want special treatment but would like an fair oportunity show what we can do. We are;nt all damaged goods like rambo - just a different work background.

Thanks for the supportive comments guys. If you still got a problem tell it to the padre.
Let's move on.

 

[brandonkick]

Part of the hiring and firing process is that you need an employee that CAN AND WILL listen to you. End of story.


Repairing PC's can be taught to just about anyone. Does it take time to be fast at it and to be able "good" at it? Sure it does, but that is far more learn-able then being a responsible, honest and compliant employee. Just keep going through people until you find those that are worth it. In the economy of today there are plenty of people looking for work. So if your offering a position that is paying $12 + an hour to start then I don't think there should be any shortage of applicants.

You just need to revise how your choosing from the pool. I would even flat out state that major experience is not necessary. It would really help if they were computer literate and can do/understand the basic things. But I would rather teach an employee how to fix a computer vs how do what I tell them to do because that is what I said. I think it might even be better to go for less experienced techs, that way the only way they know is your way.

Just my .02 anyways