In this episode of Beyond The Bay Podcast, host ⁠⁠Peter Cooper⁠⁠ sits down with ⁠⁠Cynthia Thomas⁠⁠, Owner & General Manager at ⁠⁠AFS Truck & Auto Repair Center⁠⁠. Cynthia shares her unconventional path from corporate roles in purchasing, HR, and process improvement into the truck and fleet repair industry. With no prior automotive background, she built a multi-location operation by focusing on systems, software, and scalable processes. The conversation explores how she balances operational growth with culture-building, technician empowerment, customer trust, and data-driven decision-making. Cynthia also breaks down how empathy, transparency, and structured processes help her business thrive in a historically distrustful industry.

Expect to Learn

- How a corporate background in process improvement can translate into running a successful fleet repair business

- How data dashboards and KPIs help manage technician performance and business profitability

- The importance of balancing profitability with long-term sustainability and overhead growth

- Why trust, transparency, and honest inspections are essential in automotive and fleet repair

- How to structure technician autonomy while still maintaining accountability through clear thresholds

- How shop owners can shift from “fixing vehicles” to leading a customer-first service organization

Episode Breakdown with Timestamps

[00:00:00] - Teaser

[00:01:07] - Introduction to Cynthia Thomas and AFS Truck & Auto Repair Center

[00:01:33] - Corporate background in process improvement, HR, and software

[00:03:32] - Using process improvement to build systems and operational playbooks

[00:05:50] - Transitioning from technician mindset to business ownership

[00:12:15] - Using KPIs, dashboards, and data to manage shop performance

[00:16:06] - Gamification, incentives, and setting clear performance expectations

[00:18:42] - Why profitability is essential for long-term business value and stability

[00:24:47] - Selling value instead of competing on price

[00:29:42] - Building trust and transparency in a traditionally distrusted industry

[00:36:20] - Customer empathy, flexibility, and resolving service issues effectively

Follow Guest Cynthia Thomas:

👉 LinkedIn: ⁠⁠https://www.linkedin.com/in/cynthia-t-thomas/⁠⁠

Follow the Guest’s Company:

👉 AFS Truck & Auto Repair Center: ⁠⁠https://www.linkedin.com/company/austinfleetservices/⁠⁠

Follow Host Peter Cooper on:

👉 LinkedIn: ⁠⁠https://www.linkedin.com/in/peter-cooper-ascend-consulting-468367133/⁠⁠

👉 Website: ⁠⁠https://ascendconsulting.help/⁠⁠

👉 Facebook: ⁠⁠https://www.facebook.com/profile.php?id=61570030967745⁠⁠

👉 Instagram: ⁠⁠https://www.instagram.com/ascendconsulting.help/⁠⁠

👉 TikTok: ⁠⁠https://www.tiktok.com/@shopconsulting⁠⁠

👉 X: ⁠⁠https://x.com/PeterCooper9084⁠⁠

Listen to Beyond the Bay Podcast:

👉 Spotify: ⁠⁠https://open.spotify.com/show/1IH2SSXjGRDqzP3p0Ie5C3⁠⁠

👉 Apple Podcast: ⁠⁠https://podcasts.apple.com/us/podcast/beyond-the-bay/id1834168994⁠⁠

👉 YouTube:⁠⁠https://www.youtube.com/@petercooperAC⁠⁠