Professionalism is a term that spawns many different thoughts. The term "professional" brings to mind doctors and lawyers. People who enter these arenas are referred to as going into "The Professions." What is expected of a professional? Well, first of all, be ready to pay well for the services received. Here's a familiar scenario.
Take, for example, the office of the professional. The method of payment is settled at the time of arrival. Low soft music is playing; the waiting room is warm and cozy with plenty of reading material. The comfortable chairs beckon to "come sit down, get comfortable." When your turn comes, you go into the professional's screening room (in some cases its an examining room, in other cases it's a comfortable office where the professional conducts the interview). During the interview process, the professional tries to determine what the problem is (diagnostics), then prescribes a remedy (solution). All is done in comfort and with confidence.
These professionals have gone to school for a good part of their lives in an effort to learn their profession, and they must continue to educate themselves on a regular basis to keep up with changes in their respective fields. Consequently, they can and do demand a healthy dollar for their services. Understand this and expect to pay for the services rendered.
There are parallels that can be drawn here between the professions and the automotive industry, in terms of both the need for intense, ongoing training and education, and the services offered (diagnosis of the problem and the solution). Our need for good health and legal advice is of extreme importance, and so is our need for a reliable vehicle (the second most expensive and necessary purchase adults make -- second only to a house purchase). However, I'm sad to say, this seems to be where the parallel stops. Let me explain by sharing an experience I had with a caller on my radio show.
Recently I was on my soapbox admonishing the automotive industry (as I often do), discussing the need for us to clean up our act with respect to the physical plant of repair shops and the personnel. I argued that even though we may educate and equip ourselves, we must address the negative image that the industry has forged for itself throughout the years if we need to charge more for services. That's when I got the call; it went something like this.
"Tom, you really hit a responsive cord with me and I would like to comment on this topic. Recently, I had the misfortune of my car breaking down. I didn't know where to go, as I was out of town. So I stopped at the first repair shop I could find. When the guy came out to see what I needed, he said, Yea, what do you want? -- in a gruff tone. He was filthy from head to toe, and he was wearing shabby clothing. The office was filthy and in a shambles, with papers and books strewn everywhere. I got out of there in a hurry!" He went on to say that he would have done business with the shop had the service writer been dressed in neat clothes and offered a greeting, with a handshake and a smile. Yes, the caller understood the nature of the repair business (some grease on his clothing and hands is accepted as part of the job). The non-professional attitude of this individual was the problem, and it reflected in his business!
The caller continued --
"What's stopping the owner from cleaning things up, putting a fresh coat of paint on the walls, and presenting himself professionally, with a smile on his face? Maybe a clean relaxing waiting area and a good attitude would entice more people to come into his establishment. Sure he had the certificates on the wall, but based on his appearance, attitude, and the condition of the place, I wouldn't give him a dime of my money. I just didn't think he would do a good job."
Boy, I could not have said it better. Repair shops! Listen and learn!
