BROADCASTS.com

Published: Sept. 14, 2023, 5:15 a.m.

\n\n\n\nOur panel discusses the topic of language and terminology changes in the automotive aftermarket service industry. It's important to use clear and professional language with employees and customers, as well as the significance of honesty and trust in communication. They also touch on the distinction between "technician" and "mechanic" and the need for ongoing training and teamwork. We hope that our discussion will inspire you to reflect on your own communication practices and make necessary improvements.\n

Chris Cloutier is co-owner of\xa0Golden Rule Auto Care\xa0in Dallas Texas and CEO of\xa0Autoflow. Chris\u2019s previous episodes HERE

\nShawn Gilfillan,\xa0Automotive Magic,\xa0Kenvil and Lake Hopatcong, NJ. Shawn\u2019s previous episodes\xa0HERE\n\nJon Kloosterman,\xa0Director of Operations,\xa0WestSide Service,\xa0Zeeland, MI. Jon\u2019s previous episodes\xa0HERE\n

Show Notes:

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• Watch Full Video
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• Industry Terminology: It\u2019s Time to Change it. Can You Get Behind This? [RR 571]
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• The mindset shift (00:02:07)\xa0Discussion on the importance of mindset in implementing changes and improvements in the automotive business.
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• Rock star or not? (00:03:38)\xa0Exploration of the language used to describe employees, specifically the term "rock star" and its potential negative connotations.
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• Customers or clients? (00:06:06)\xa0The significance of referring to customers as clients and the impact it has on the professionalism and relationship-building within the business.
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• The value of language in communication (00:07:54)\xa0Discussion on the importance of language in communication with clients and staff, and the use of terms like service writer, service advisor, and service consultant.
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• The shift from mechanic to technician (00:11:08)\xa0Exploration of the evolving role of automotive professionals from mechanics to technicians due to advancements in technology and the need for specialized skills.
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• Developing teamwork and efficiency (00:16:09) The benefits of pairing young technicians with experienced ones to boost efficiency and create a sense of teamwork in the shop.
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• Using inclusive language and emphasizing teamwork (00:17:16)\xa0They talk about the importance of using inclusive language like "team members" instead of "employees" and how it fosters a sense of unity and common goals.
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• Being mindful of communication and emotions (00:19:47)\xa0The conversation shifts to the significance of being aware of one's emotions and communication style, especially when dealing with employees, and the impact it has on team dynamics and employee retention.
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• The importance of language and communication (00:23:28)\xa0Discussion about the need for patience and grace with young employees, the importance of using positive language with customers, and the impact of words on customer experience.
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• Empathy towards customers...