In Cuba, Automotive Technicians And Artists Have A Lot In Common

In Cuba, Automotive Technicians And Artists Have A Lot In Common

In Havana, a scrap yard becomes a treasure chest.

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HAVANA — It was 5:05 p.m. and techs were still turning wrenches as if it were the beginning of the day right after they had the first coffee. I have been on plenty sales calls in my career visiting jobbers, dealers, fleets, stores and shops. I have done this in countless markets within the U.S. and abroad. And in every one of those markets, there was something in common that happens at 5:05 p.m.: bière, bier, cerveza … beer! But, not in Julio’s shop.

It’s not that Julio prohibits it, or they do not drink any; it’s that his guys just don’t care to stop work for it. For you see, these guys are more like artists than techs. More like inventors, than wrench heads: these guys are mechanics in Cuba. And in Cuba, you just don’t turn wrenches; you invent, improvise, adapt, forge, create – in short you dream up!

It was my first day in Havana. I had dreamt of visiting my family’s homeland for decades and once I finally got there, what is the first thing I do after leaving the airport? I made a sales call! Nobody forced me to go sell; it’s just what I do. Si Señor, I went straight to Julio’s place. With the recent changes in Cuba allowing self starters to start their own businesses, Julio and his family have hatched a wonderful new enterprise in Havana that restores, maintains and rents the best, and I mean, the best, Yank Tanks that roam all of Cuba. These cars, and he manages 22 of them, are so beautiful and well-loved, they even have names like Lola and Nadine.

Don’t get me wrong, for the classic car purists out there, these cars are probably an abomination; since none of them, not one, is restored to its original condition. But, for Cuba, Julio’s cars are gems. Gems not to be admired from afar in a showroom or at a show; but, driven, often and fast. With modern upgrades like digital radios, digital RPM gauges and dual-evap A/C (more on that later).

Mandy Aguilar, left, with Julio.
Mandy Aguilar, left, with Julio.

Julio is kind of a celebrity in the States. He has been showcased by the likes of the New York Times, Miami Herald and PBS Television. When Secretary of State John Kerry visited Cuba as the highest-ranking officer to do so in more than 50 years to reopen the U.S. Embassy in Havana, he rode around Old Havana in Nadine.

Back to the beer, though. I was trying to figure out how come these guys plowed through, dry, that afternoon. It took me a while to figure it out. It’s not the overtime (they don’t get any). It’s a deep love for the job. It’s a way to deal with the angst of everyday life in Cuba.

As the afternoon wore on and I got to learn more about Julio’s business, I realized that for these guys, working on these cars is the way the exorcise their demons; it is how they find a bit of happiness in their hard lives in Cuba, by exploring their creative outlets. And creative they are.

A scrap yard is a treasure chest for these guys. Give any of them a piece of metal and a torch and they can reverse engineer any crash part they need. I saw masterpieces created with no stamping presses, nor laser-guided models, that fit the vehicles with tolerances OE quality control gurus would envy. I saw creativity that allows these geniuses to retrofit a Hyundai diesel forklift engine to run in a ‘57 Chevy BelAir.
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I saw a tweaked modern transmission being fooled into thinking it was getting a code from a non-existing ECM from a home-soldered micro-motherboard that sent the correct code to engage the transmission at all speeds. I saw another Bel Air with no tinted windows running an A/C system with a way too small Korean compressor. To maximize the heat exchange, it ran air through two evaporators; one in the engine compartment and one behind the passenger seat. The set up kept the car as cool as old man Hemingway in the Cuban tropical heat sipping a mojito.

Julio has become a great friend who opened his business and his heart to truly show me the Cuba I yearned to see. The Cuba that lives in the efforts of guys likes his techs, his drivers, his translators and his family. Hard-working folks that find joy without many of the things we all get so easily just 90 miles north of Havana. Next time we can’t get our hands on a part no one has, maybe we can think of Julio, skip a beer and keep hammering on.

Mandy Aguilar is a regional vice president for Jacksonville, Fla.-based The Parts House.

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This is always an important topic to discuss, because I consider excellent customer service one of the most important tools you can have to earn trust, respect and repeat business from the customers that come through your door. Whether that customer is do-it-yourselfer from across town or the professional repair shop across the street, your business depends on a solid relationship.It’s a subject that I am passionate about, and it’s one that many people are losing touch with. Whether you are communicating to someone in person, on the phone or using some type of social media, good customer service and bad can both exist. You can’t afford the latter, so this is the first in a series of topics which can and should be shared from the front of the shop to the back. No matter which role you hold, you represent the shop and yourself. Customer service should be your number one priority.First on the list is the greeting. From the second a customer walks in the door, they need to know you appreciate them coming in and how important they are to your business. First impressions are everything and here’s the correct way to do it each and every time: look them directly in the eye, smile and say hello!Of course, you can say “Good morning” or “Welcome to Joe’s Autocare,” but it should be a formal greeting and the most important thing is that you have smiled, looked them in the eye and recognized that they have walked through the door.You should always retain a formal greeting until you are on a first-name basis with a customer. Only once you have established that level of relationship is it OK to use the less formal greeting of “Hi,” followed by the person’s name.This greeting does more than just indicate respect and appreciation for someone walking through the door. Most likely there are customers both new and old who are in earshot of your conversation. For newer customers, this continues to build rapport and reinforce their positive view of your shop; they see that you demonstrate respect and treat everyone in the same manner. For repeat customers, even ones that have been coming for years, the greeting is important because the way you treat them is the reason they continue to come.And when a long-time customer comes in and you greet them with “Hi [First Name],” this indicates your appreciation for them and that you’re glad to see them as a person, more than just a customer. New customers that witness this will see that your repeat customers are comfortable enough to be on a first-name basis, another indication of the trust they have in you.

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