How to Create a Customer-Centric Workplace

By Frances Moffett

"The customer is always right” might be an old adage, but its meaning holds true in any industry today. So how can you make sure that you're providing great value for the customers you encounter every day? Roselyn Connor of international training and consulting firm Brandon & Connor Assoc. (, and speaker at this year's iFLEX 2015, shares her insight on providing optimal customer experiences, from identifying your client's unmet needs to creating a workplace culture that exudes customer service. How should business owners in a customer-centric industry, such as the automotive industry, prepare and train their employees to properly communicate with customers on a daily basis? Read More

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(Chicago Management Certification Course participants)

The following individuals participated in the Management Certification Courses in September and October.

Denis Bailey, Kwik Kar of Irving
Avi Bains, Sudz Wash and Lube
Derra Barnett, Oil Exchange
Jerald Beach, Texas Express Lube and Auto Inc.
Darrell Borkowski, Sudz Wash and Lube
Brandon Brew, Wingman Oil Change Centers
Nicholas Burella, Auto Express
Gene Calderon, Hollon Oil Company
Terrance Cannon
Justin Carson, Winfield Fast Lube
Luis Cervantes, Kwik Kar Lube & Tune
Brandon Comstock, Service First Automotive Centers
Blake Cowart, Village Car Wash & Express Lube
Daniel Davis, Don's Quick Lube Lube
Joshua Dennis, Sudz Wash and Lube
Rocco DeRose, Scrub A Dub
Kenny Gilchrist, Valvoline Express Care
John Goforth, Pit Stop Oil & Lube
Brandon Goins, East Ridge Fast Lube, LLC
Chris Graham, Service First Automotive Centers
Dylan Greenough, AAMCO Transmissions
Michael Hardaway, Lucas Oil Center
Ricky Heath, Kansas Quick Lube
Terral Hill, Service First Automotive Centers
Kirby Huber, Texas Express Lube and Auto Inc.
Gilbert Ibarra, Hollon Oil Company
Julian Jennings, Cruise In Auto Spa
Amber Kossak, Solid Start/ True Brand
Eladio Lagunas, Quick Oil
Justin Lazo, Lube X-press
Karlos Lazo, Lube X-press
Mary Leaton, Castrol Premium Lube Express
Crystal Matthews, Solid Start (True Brand)
Christopher McGinn, Scrub A Dub
Ramon Morales, Americas Automotive
Daniel Nelson, Pit Stop Oil & Lube
Robert Norman, Kwik Kar Lube & Auto Care of Hudson Oaks and Aledo
Chris Pazderny, Service First Automotive Centers
Elias Perez, Oil Exchange
Dan Piechowski, Sudz Wash and Lube
Anselmo Prado, Lube Matster
Daniel Prado, Lube Master
Nathan Pruski, Service First Automotive Centers
Dusty Randell, Kwik Kar Rendon
Adam Rodriguez, Valvoline Express Care
Rigoberto Salazar, Quick Oil
Michael Scrubb, Cruise In Auto Spa
Karen Slover, Village Car Wash & Express Lube
Joe Sonnenburg, Scrub A Dub
Jason Stein, Kwik Kar - Denton
Denise Stephens, Service Pro Oil Change Center
Chris Transue, Service First Automotive Centers
Donnie Whitebread, Kansas Quick Lube
Matthew Wilde, Kwik Kar
Chris Williams, Jiffy Lube
Tyson Wynne, The Oil Exchange
Osbaldo Zuniga, Hollon Oil Company

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Schedule a Private Management Certification Course

Don't miss your chance to increase your management skills over two days of intensive training. Host a private management certification course and we'll come to you. For more information visit the website or contact

Click here for an overview, see what you can expect. 

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In Memoriam

AOCA is saddened by the passing of long time AOCA member and founder of Kwik Kar, Ray Ellis. Our condolences go out to his family and friends.

‘Over the past 25 years Ellis' true success was getting his entire family involved in Kwik Industries. Today Kwik Industries is one of the most successful builders of car washes, oil and lube centers, and dry cleaners in the nation.' View the full obituary.

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AOCA Member Exclusive - Unlock Your 19% Sprint Discount

AOCA Members, switch to Sprint and get 4 lines of unlimited talk, text and data to share - all while on the new 4G LTE and Sprint Spark network.

Take a look at our flyer to see how Sprint compares to other providers and what your AOCA Savings 4 Member advantage is.

"I couldn't be happier with the transition to our new phone or the opportunity to save money as a commercial account. It is refreshing to do business with professional people that have the answers to simple questions." - Steve Salmon, Kwik Kar of Mineral Wells

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Welcome Gena Parsons

Gena Parsons

AOCA would like to extend a warm welcome to Gena Parsons, the newest member of the AOCA team. Gena will serve as the front-line member services associate, ready to answer any and all member inquiries.

A Wisconsin girl, Gena brings experience in event planning, fundraising and non-profit management to the AOCA roster.

Fun fact: Gena is quite the movie buff and hosts a monthly themed movie night with friends.

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Restoring Trust in the Workplace

By Claudia St. John, President – Affinity HR Group, LLC

Trust is a concept familiar to many and is often discussed as an essential component to effective working teams. We talk about “trusting environments” and “trust-building exercises.” In fact, trust is present in almost everything we do in our jobs, from working collaboratively within teams to the relationships we have with our clients, vendors and consultants. Read More

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What's Hot in Fire Prevention? Equipment Maintenance!

Fires continue to ravage businesses across the country. Spontaneous combustion, heating and electrical systems, smoking, poor housekeeping, storing flammables—all common causes of industrial fires. But, they are certainly not the only risks needing attention. Read More

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Common Valuation Formulas for Buy/Sell Agreements

A Buy/Sell Agreement helps a business owner “lock in” a value for the business. The Agreement does this by using a “valuation formula.” The formula you use could mean the difference between receiving liquidation value or fair market value. Does your valuation formula lock in fair market value? Read More

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October 2015

* How to Create a Customer-Centric Workplace

* Kudos

* Schedule a Private Management Certification Course

* In Memoriam

* Unlock Your AOCA Member Exclusive 19% Sprint Discount

* Welcome Gena Parsons

* Restoring Trust in the Workplace

* What's Hot in Fire Prevention?

* Common Valuation Formulas for Buy/Sell Agreements

Exhausted your resources and still don't have an answer? Consult the AOCA Tech Hotline*!

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