Elevating Professionalism Through Language and Terminology [THA 345] - a podcast by Carm Capriotto, AAP

from 2023-09-14T00:15

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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...

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