Mufu Goes For Training – By Frank Ofili

So 2 years ago, I got talking with my auto technician (the one we call mechanic in this part of the world) and he casually threw a question at me.

He asked “Oga, why e be say handwork people like us (artisans) no dey ever make am big like businessmen or company executives like you”?

Apparently, Mufu thinks I am big man, he doesn’t know that I am also struggling to survive.

Anyway, taken aback by the suddenness of his question, I took one long look at him and asked him if he really wanted to hear the truth.

“Yes sir” he replied enthusiastically.

I told him their situation is self-inflicted.

A deep furrow on his face. I sensed he did not understand. Then I made up my mind to break it down for him.

Mufu, sit down let me answer your question.

There are five basic reasons artisans never get beyond their current level.

1. Poor attitude/lack of personal discipline
2. Skill inadequacy (over sabi)
3. Absence of process
4. Planlessness; and most important
5. Dishonesty

There are other reasons, but these five reasons are the most profound and they are all self-inflicted.

Take No. 1 for instance. If everyday you get to your workshop, you take shepe and your mouth oozes alcohol, will a responsible customer who meets you in that condition ever take you serious? Or if every time a customer brings an auto problem to you, you put money first by billing him before even diagnosing the problem, will he be inclined to patronize you next time? Or you tell a customer you would finish work on his vehicle by so, so and so time whereas you know fully well you cannot deliver on that time. And you keep posting the customer with all sorts of excuses for disappointing him.

No. 2, if every time a customer tries to suggest something to you and you dismiss him, claiming to already know what the problem is, will he patronise you again? There is power in listening. You learn something every day, if you listen or pay enough attention. Every motorist has a kind of unspoken hard-to-describe relationship with their vehicle. They have idea of the kind of problems their vehicles have. So listen to them. Don’t assume you know it all. Next time I’m trying to explain or suggest something to you, don’t tell me – like you often do – Oga no worry yourself, na my work be dis. I don dey do this work since 19kilidim. My point here is this, you should commit to learning new skills, new ways of doing things. New auto technologies come up everyday. Spend a little time and money to learn about them. Or, at least, use the Google app on the phone in your hand.

No. 3, what is the process or methodology you have developed to approach every automobile problem brought to you? Do you drive the vehicle first? Listen to it? Talk to it (yes, you can talk to your vehicle) Do you investigate? Do you ask questions about the history, previous malfunctions? Do you take step-by-step approach? Or jump right under the hood guessing or groping in the dark? Do you specifically take note of the vehicle model and its latest trends? What is the step-by-step approach you normally adopt?

No. 4, what is your daily, weekly, monthly or even yearly objectives and plan of action? Do you achieve them? If not, why? If you do, have you thought of how you can achieve more?

No. 5. Mufu, this one is at the core of your success or failure. It is in fact the most important.

Let me be blunt with you. I know that sometimes you are not truly and completely honest with me in our several years of relationship. But I am willing to let it pass as the price I have to pay for my ignorance. We cannot possibly know everything. Your job is to solve vehicle problem; mine is something else. If occasionally you play a fast one on me with price and cost, for instance, and I let it pass, it is not because I don’t know, but because I can afford to ignore it. And because getting angry and seeking some other mechanic might prove to be more costly.

The problem, however, comes when dishonesty becomes your default setting, when everytime I patronize you, how to extort me becomes your immediate preoccupation. If you do this often to every one customer you have, it won’t take long before you lose not only their respect, but also their patronage, loyalty, referrals and recommendations to friends, colleagues, relative and business partners. And then you would never really have a loyal clientele who stick with you come rain come shine. These repeat and loyal customer are actually the ones who would make you a successful mechanic.

Mufu was dead quiet when I finished with him, and we both went back to status quo.

Today, Ladies and Gentlemen, it pleases me to announce that Mufu called me yeaterday to inform me that he won’t be available for the next three months as he is going to Hyundai state-of-art workshop to learn some few things. It is a 3 three months intensive training programme.