Saturday Story - August 22, 2020

 Saturday story August 22, 2020,

Ralph and Monica were in their early 70s.  Ralph had been a car mechanic, and then the owner of TipTop repair service (and TipTwo towing service) in the town of Bartlett, Texas.  He was a ‘self-made’ man, with a GED (General Equivalency Diploma) and then with a one-year mechanic training program at the local vocational-technical college.

Monica started as a receptionist for a law firm, and by taking night classes, she had become a paralegal for the law firm.  She was well regarded with the firm.

With retirement, they moved to Georgetown.  They had faced some “Retired Husband Syndrome” factors until Ralph went to work for a Firestone Auto Service center as a Customer Service Consultant.  He didn’t want to be in competition with his former shop.  He had taken computer training but still made mistakes on the computer.  He worked Tuesday and Saturday mornings so the store manager could have coverage while he did various reports.  He generally liked working with customers, helping with the repair diagnostics and hated doing the computer work.

Monica enjoyed her retirement.  She loved her garden and her garden club and she enjoyed her many friends.

The Firestone manager, Glenn, was generous to Ralph.  He let Ralph take time off for some mini-vacations (such as their trip to California to see some relatives).  He knew that Ralph was very good at customer relations.  Many of their older customers from the Bartlett area remembered Ralph from his TipTop days - but his computer skills were causing trouble and some friction.

For example, Ralph rang up a $25 part as $250 and that upset a customer; and an $850 repair came out as $85 (and the store couldn’t survive giving services away). Glenn didn’t want to hurt Ralph’s feelings - but wanted to keep his presence.  

Ralph’s back was stiff and his mobility was a little limited.  He couldn’t really work in the shop doing repairs anymore, but it was getting harder to use him in the service consultant role either.  

How does an employer gently suggest to a senior employee that he can’t continue in his current job?  How does an employee find out what could work to keep Ralph involved (and out of Monica’s hair) and yet not being a problem for the company?

*****

It was an unusual grouping that called on me as a Retirement Life Coach that Friday.  It was Monica, Ralph’s wife, and Glenn, Ralph’s employer.

Monica laid out the case.  It was so good for Ralph to be working.  When he came home from work, he talked about what he had done, how he had helped people, the services he had recommended, the people he saw, and his workers.  He was generally upbeat and positive.  Monica said Ralph’s part-time job had changed him from a grouch to the loving husband she knew.

Then Glenn joined in.  

Ralph was great for the Firestone store.  He was a positive addition.  He was helpful and often went ‘over-and-above’ for customers, finding help, and services at a good price.

But, his computer and data entry skills were hurting the shop.  Glenn didn’t want to directly reprimand Ralph, didn’t want to fire him, but just couldn’t work with his computing shortcomings.

Monica shared “The first time he screwed up on the computer with an $850 bill coming out at $85, Glenn had talked to me.  That afternoon when he came home, he was moping around.  He was so sorry he messed up.”

Glenn jumped in “By-the-way, the customer who got charged $85 called me and we got it changed to $700.  I gave him a discount for his honesty - and he was happy.”

Glenn said “I’d like to keep Ralph around, but I know the computer frustrates him and he can’t really do mechanical work anymore.

*****

We talked more about Ralph and his skills.  I did know both Monica and Ralph from a previous coaching experience.  

I asked Glenn “What are you paying Ralph?”

Glenn answered, “He really didn’t want any pay, but I’m paying him about the same as the other customer service consultant get - $20 an hour.”

I asked Monica “Do you need the money?”  

She answered “Well money is nice, but we really are doing well.  When Ralph sold off his business, we got a nice settlement and we invested that money - plus our social security and some other retirement income from my old job.  No, we really don’t need the money.”

I asked Glenn “Could Ralph volunteer for the shop - some in, say hi, whatever?”

Glenn answered, “No, for him to be helping out in any capacity he would have to be on our insurance, and to be on our insurance he would have to be an employee.”

We talked longer.

I asked, “So, Ralph is a good customer pleaser?”

Glenn said “Yes” and Monica nodded ‘yes’.

I threw out an idea.

‘Generally, I listen and let you suggest ideas.  I have only an idea - so it may or may not do what you need.”

I continued “I know your shop has a coffee pot and iced water in the customer area as well as magazines and the Austin newspaper, plus the television set.  Could Ralph be a host to the customers?  He could pour coffee, get the water, clean up the waiting area after a customer is done by putting the papers and magazines away.  He could have a pager - and he could be the messenger from the shop to the customer that their service is done.  You could pay him minimum wage, which I think he would accept, he would keep his honor and personal pride, he would be doing you a service to make the coffee, make sure the water bottles are in the refrigerator.  What do you think?”

Glenn liked the idea.

Monica liked the idea too.  “He is a proud man, he needs something meaningful to do and this fits into his background.”

Then Monica got a big grin “And, I will bake cookies for the customers and he can bring them in when he comes to work.”

Glenn said “Monica I love that.  We used to have cookies from HEB (the local grocery store) and there were crumbs, and wrappers to clean up.  I think from his personality he would be a great host for us!!!”

*****

Epilogue (and, as the author, I can put a “Pollyanna” spin on it!!)

Glenn approached Ralph about serving as host and he jumped at the idea.  Ralph didn’t admit to Glenn that he didn’t like the computer and billing part of his job.  

Glenn carefully approached the money issue -moving down to minimum wage.  Ralph thought about it and agreed to take the lesser amount.

They set his hours as Tuesday, Wednesday, and Thursday from 9:00 to 12:00 - with time off whenever he wanted it.  

It was an immediately win-win-win situation.  Ralph greeted customers at the door, and if all of the service consultants were busy, he was very good at small talk with the customer.  He made coffee, walked around pouring it, Glenn was happy, the customers were happy, and Ralph was happy. 

He asked what television station the customers might want.  Most didn’t really care, but Ralph figured a sports channel for the men or a home and garden channel for the women.  

Monica’s cookies were also a big hit.  Glenn did pay her for them.  

Soon, Ralph was coming in Monday through Friday from 9:00 to 12:00 (with Glenn’s permission) and generally got at the shop about 8:30 to make the coffee, and tidy the waiting area up.  (He insisted to Glenn not to pay him for the extra time.)

The word got out as people gave the shop glowing reviews - as much for the Goodwill generated by Ralph as anything.  The service was good.

Glenn and the shop got the coveted “Texas Firestone Store of the Year” award, but he knew a lot of the reason for that award was Ralph.  The store got written up in the Firestone employees magazine - with Ralph’s picture on the story!!!

*****

And, Ralph and Monica still were able to take their vacations - but even then, Ralph liked to drop Glenn an email to see “if the shop was going okay”!!!

*****

So, is this a good solution?  Businesses talk about ‘Goodwill” - the intangible reasons a person goes back to a particular business.  Personally, the dealership where we bought our last car had a popcorn machine, cookies, coffee, and made a customer’s wait less burdensome.  

What do you think?

Hugs!!!

LOVE WINS!!!

Karen