Elevating Professionalism Through Language and Terminology [THA 345]
Our 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.
Chris Cloutier is co-owner of Golden Rule Auto Care in Dallas Texas and CEO of Autoflow. Chris’s previous episodes HERE
Shawn Gilfillan, Automotive Magic, Kenvil and Lake Hopatcong, NJ. Shawn’s previous episodes HERE
Jon Kloosterman, Director of Operations, WestSide Service, Zeeland, MI. Jon’s previous episodes HERE
Show Notes:
- Watch Full Video
- Industry Terminology: It’s Time to Change it. Can You Get Behind This? [RR 571]
- The mindset shift (00:02:07) Discussion on the importance of mindset in implementing changes and improvements in the automotive business.
- Rock star or not? (00:03:38) Exploration of the language used to describe employees, specifically the term “rock star” and its potential negative connotations.
- Customers or clients? (00:06:06) The significance of referring to customers as clients and the impact it has on the professionalism and relationship-building within the business.
- The value of language in communication (00:07:54) Discussion on the importance of language in communication with clients and staff, and the use of terms like service writer, service advisor, and service consultant.
- The shift from mechanic to technician (00:11:08) Exploration of the evolving role of automotive professionals from mechanics to technicians due to advancements in technology and the need for specialized skills.
- 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.
- Using inclusive language and emphasizing teamwork (00:17:16) They 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.
- Being mindful of communication and emotions (00:19:47) The 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.
- The importance of language and communication (00:23:28) Discussion 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.
- Empathy towards customers (00:24:20) Emphasizing the importance of empathy and understanding towards customers, recognizing that they may be going through difficult situations, and the role of service teams as counselors.
- The power of effective communication (00:26:21) Highlighting the art of effective communication, the significance of practicing communication skills, and the introduction of Remarkable Results Toastmasters group for leaders in the automotive aftermarket.
- Creating an Identity (00:31:16) Discussion on turning actions into identities and empowering employees to take action.
- Affirmations and Positive Thinking (00:32:05) The importance of affirming ourselves and using positive language to combat negative thoughts.
- Standardizing Terminology (00:36:39) The need to standardize industry terminology and eliminate confusing acronyms when communicating with customers.
- The invoice vs. work order discussion (00:38:25) The hosts discuss the terminology used in the automotive industry, specifically the difference between using the terms “invoice” and “work order” when interacting with customers.
- Understanding AI and big data models (00:40:09) The topic of artificial intelligence (AI) and the role of big data models in shaping AI responses and interpretations.
- The importance of effective communication (00:44:21) The significance of effective communication within teams and with clients, highlighting the impact of words on professionalism and everyday interactions.
Thanks to our Partners Shop-Ware and Delphi Technologies
Shop-Ware: More Time. More Profit. Shop-Ware Shop Management https://getshopware.com/
Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. http://DelphiAftermarket.com
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About the author, Carm Capriotto, AAP
Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.
Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.
As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.
Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!