Series Episode 1 Back to Basics: To Be Better, Communicate Better & 30 Terms You Need to Know [E213]
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In this episode, Coach Chris Cotton from Auto Fix Auto Shop Coaching dives deep into the common communication challenges that auto repair shops encounter on a daily basis. Recognizing that miscommunication can lead to costly mistakes, frustrated employees, and dissatisfied customers, Chris emphasizes the importance of establishing a strong foundation of shared understanding within the team. To address this, he introduces 30 essential industry terms that every shop should know, aiming to help teams develop a common language, minimize confusion, and streamline shop operations.
Throughout the episode, Chris shares practical tips for fostering clear and effective communication among team members. He discusses strategies for ensuring that everyone—from service advisors to technicians—understands key operational and performance metrics, such as average repair order (ARO), car count, gross profit, and labor hours. By breaking down these terms and their significance, Chris empowers shop owners and staff to make informed decisions and work more cohesively.
Chris also highlights the importance of choosing the right communication methods for different situations, whether it’s face-to-face conversations, digital messaging, or written documentation. He explains how selecting the appropriate channel can prevent misunderstandings, speed up workflow, and enhance overall shop efficiency.
Sponsored by Shop Marketing Pros, this episode is packed with actionable strategies designed to help shop owners strengthen team collaboration, elevate customer service, and drive sustainable business growth. By building a culture of clear communication and shared knowledge, auto repair shops can not only improve their internal processes but also deliver a superior experience to their customers.
Introduction and Sponsor Message (00:00:05)
- Coach Chris introduces the podcast, outlines its focus, and highlights the episode sponsor, Shop Marketing Pros.
Series Launch and Communication Focus (00:01:19)
- Chris explains the start of a new series, apologizes for previous technical issues, and emphasizes the importance of shop communication.
Common Communication Problems in Auto Shops (00:02:20)
- Discussion of how most shop issues stem from poor communication, not technical failures.
Consequences of Poor Communication (00:03:31)
- Explains how miscommunication leads to comebacks, wasted time, lost sales, and burnout.
Types of Communication Problems (00:04:34)
- Breakdown of wrong communication methods, improper language, and poor listening in shops.
Fixing Communication with Shared Language (00:05:31)
- Stresses the need for a shared vocabulary and alignment among team members.
Challenge: Assess Team Understanding of Terms (00:06:26)
- Chris challenges listeners to test their team’s understanding of 30 essential shop terms.
Essential Auto Repair Terms: 1–5 (00:07:20)
- Defines repair order, digital vehicle inspection, flag hours, flat rate, and can job.
Essential Auto Repair Terms: 6–10 (00:08:22)
- Explains comebacks, diagnostics, parts margin, labor rate, and technician notes.
Essential Auto Repair Terms: 11–15 (00:10:32)
- Covers deferred work, estimate/quote, OEM parts, aftermarket parts, and drivability concern.
Essential Auto Repair Terms: 16–20 (00:12:39)
- Discusses upsell, bay utilization, conversion rate, labor hours per repair order, and average estimate.
Essential Auto Repair Terms: 21–25 (00:14:47)
- Details average repair order, gross profit, technician efficiency, technician productivity, and work in progress (WIP) screen.
Essential Auto Repair Terms: 26–30 (00:15:59)
- Covers dispatching, multi-point inspection, cores, maintenance schedule, and warranty work.
Final Thoughts and Call to Action (00:19:27)
- Encourages clear language, invites feedback, and gives a final sponsor shoutout.
Closing Remarks (00:20:22)
- Coach Chris signs off, wishing listeners a great day.
chris autofixsos.com
Phone: 940.400.1008
www.autoshopcoaching.com
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
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#autofix #shopmarketingpros #autofixautoshopcoachingbookChris Cotton
