A study published in the journal Perspectives on Psychological Science reveals that the number of words spoken daily dropped by 28% between 2005 and 2019 — roughly 120,000 fewer words per person per year. The decline is most pronounced among adults under 25, the very demographic entering the Canadian automotive workforce and customer base.

For Canadian repair shops and service centres, this shift carries real implications. Building customer trust, explaining repair needs, and delivering a memorable service experience all depend on verbal communication. As appointments move online and reviews replace face-to-face feedback, shops that prioritize genuine human conversation stand out. In an industry where loyalty is earned one interaction at a time, the ability to connect through spoken word remains one of the most powerful — and underrated — tools a Canadian automotive professional can have.

Text credit: According to an article published by Radio-Canada (Alain Labelle)

Image credit: ADOBE STOCK