I am a fourth generation, forty-sixy year veteran of the automotive aftermarket: an ASE Certified Master Technician, Service Consultant and Approved Automotive Manager. I grew up in this business with a passion for all things mechanical, particularly those things relating to performance. That passion grew to include all aspects of management, leadership and personal development with a special focus on every day shop operations which resulted in an eight-volume series on automotive shop management published by Cengage Learning and Thomson Publishing. I have been a trade journalist writing to the aftermarket for almost thirty years, devoting my professional life to improving both the image and experience of everyone struggling to succeed in the service industry and I've worked diligently to improve communication and increase understanding between all segments of my industry. This site and everything on it is both an extension and a continuation of those efforts

Spinning Your Wheels…

  Spin class saved my life. While that might seem overly dramatic, I can assure you it’s not. I would not have qualified for the stem cell/bone marrow transplant that saved my life without it. The more often I attended class. The harder I worked. The stronger I got. The more my doctors became convinced…

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Reciprocal Motion… mSw January 2021 v02

I just got off the phone with the support arm of a large and well-known personal fitness company. That was after spending a good part of the morning involved in a Chat call with a support specialist working for the same company. Neither the call nor the Chat was particularly satisfying. In fact, both left…

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Game Play and Q&A… mSw Jan 2021 v01

  The time for questions and answers seems somehow much more appropriate as one year crawls to an end and a new year is about to begin. The new year brings with it promise and possibility. The year passed, a time for reflection. Both require a fair amount of emotional capital to process. There are…

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Customers, Clients, and the Motoring Public… mSw December 2020 v07

I posted a blog on the Inequality of Treating Everyone Equal a few days ago on my misfirebook.com site and awakened this morning to a response posted by an old friend. An observation a colleague of his shared years ago on differentiation and customer appreciation. It was that supermarket and grocery chains had it all…

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