RR 458: John Passante and Rob Tinson – Is Face To Face Communications Gone?

Pictured above on left Dr. John Passante and Rob Tinson

Do you understand the basics of communicating and selling? Learn the intricacies of creating a partnership before making a sale. Understand the importance of humanizing a lot of things which were oversimplified by the use of technology.

Life works better when we communicate either using tech or better yet face to face. (Do you remember how to do that?) Communication is very important because it is where we build trust and credibility and how partnerships are built.

Dr. John Passante is a legacy automotive aftermarket Human Resource professional and the President and CEO of The Organizational Development Group.  He’s worked with and for some of the biggest names in our industry including Monroe/Tenneco, Delphi, Moog and Car Quest.

I’ve seen John speak at many events and he always ignites the spirit of self-development and leadership.

John works with many aftermarket organizations to increase its effectiveness by better utilizing their human capital to implement change initiatives including Management Development, Leadership Development, Personal Development, and Team Development among others. Find John’s other episodes HERE.

Rob Tinson’s distinguished Aftermarket career began over 15 years ago with BWP Distributors, a member of CARQUEST Auto Parts.  He held key sales and marketing roles at BWP and, in 2013, joined Schrader, a leading manufacturer of Tire Pressure Monitoring Systems,  a part of Sensata Technologies.

As Director of Sales for North America, Rob is responsible for Schrader’s Aftermarket business.  Rob is a proven presenter, sales leader and manager with strong interpersonal skills and technical knowledge.  His abilities and determination position Schrader as the TPMS frontrunner in the market. In addition to his notable background and expertise, Rob is a former member of YANG (Young Automotive Network Group) and remains active with the Auto Care Association.  He is a Certified TIA (Tire Industry Association) ATS instructor and a member of the industry’s exclusive Club 3633, which recognizes innovators within the tire service industry. He is graduate of Quinnipiac University and resides in Connecticut with his wife Ellen and 2 children Emily, and Jack.  He has a passion for music, hiking, ice hockey and spending time with his family.


Key Talking Points

  • Face to face communication
    • Humans are social- can’t be shown through technology 
    • Sometimes technology is used as a defence mechanism not to communicate 
    • Trust and credibility is the basis  of all relationship- need to trust the person fixing your vehicle
    • Conversations and messages can get misconstrued over technology and marketing 
    • Using Facetime or video conferencing can be used to convey messages, trouble shooting and training
    • Ask customer how they like to communicate
    • Millennials want feedback on performance and face to face- also want to communicate with phone calls
    • People by from people
  • Partnerships
    • First part of a sale is building a relationship not selling something 
    • Having a relationship allows you to have open discussions about any problems with vehicle with customer  
  • Using technology to engage with customer
    • Showing the customer what is wrong with vehicle- face to face but using technology
  •  Always selling
    • Build culture with mindset of selling
    • Value of marketing 


  • Thanks to John Passante and Rob Tinson for their contribution to the aftermarket’s premier podcast.
  • Grady Firm Website HERE.
  • Link to the ‘BOOKS‘ page highlighting all books discussed in the podcast library HERE. Leaders are readers.
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This episode is brought to you by AAPEX, the Automotive Aftermarket Products Expo. AAPEX represents the $740 billion global automotive aftermarket industry and has everything you need to stay ahead of the curve. With 2,500 exhibiting companies, you’ll see the latest products, parts, and technologies for your business. As a result, the event also offers advanced training for shop owners, technicians, warehouse distributors (WDs) and auto parts retailers, as well as networking opportunities to grow your business. AAPEX 2019 will take place Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo in Las Vegas. Therefore, more than 48,000 targeted buyers are expected to attend, and approximately 162,000 automotive aftermarket professionals. They will be from 135 countries which are projected to be in Las Vegas during AAPEX 2019. For information, visit aapexshow.com


About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

Follow the podcast on your favorite podcast listening app and always listen to learn just one thing!