Tyler Paparello
Chief operating officer | AMG Enterprises, a Midas franchise | Branford, Conn. | Age: 36
What was your first job in the industry?
I was a lower bay technician at a Jiffy Lube.
What attracted you to the industry?
At the time I was just looking for a job. From there I met some great people and developed a passion for cars. My passion for people and customer service followed and the rest is history. I think the reason I was attracted to this industry is how diverse the people are that work in it. My company has people from all walks of life and we all come together every day to make something great.
What is the biggest challenge you have faced in your career?
COVID-19 for sure. But not exactly why you'd think. Maintaining a business and its people was certainly challenging during that time, but the uncertainty it created was an even bigger challenge. I'm proud to say we didn't furlough a single employee throughout Covid, but the following year when we laid out our growth strategy, it was difficult to get back on the offensive because of the ambiguity of the pandemic. We wanted to be staffed properly to handle our customer flow, but no one really knew what that would look like. Those peaks and valleys were very challenging to manage.
Who has had the biggest influence on your career?
I would have to say my wife, Amber. She has helped me become the best husband and father I can be. So many of the characteristics it takes to be a good dad and partner — patience, integrity, honesty and accountability — all translate into being a good leader in business.
What is your biggest accomplishment in the industry?
Every day I wake up, I'm so grateful to be in the position I'm in. Being able to take control of a business, and watch it grow year after year is a dream come true for me. Building a business where our folks are engaged and as a result they treat are customers well is my biggest accomplishment. I'm proud to say I'm a part of that.
Tell us about your current job and responsibilities. How do you spend your workday?
As the chief operating officer, I'm responsible for anything and everything in our day-to-day operations. I am a service style leader and I enjoy leading from the front. I believe the most impactful time spent is in the shops with the people that make our business go! I'm in the field from Tuesday through Thursday working in the stores, coaching our folks, and interacting with our customers. Doing this regularly keeps my insight honest and keeps our people motivated. Monday and Friday I'm usually holding meetings and reviews with our leadership team. These days are equally as important as it provides a sense of direction for our organization.
What's been the biggest surprise of your current job?
I joke with our folks that I haven't actually been surprised in a long time! But seriously, I think what surprises me most is how far a compliment or acknowledgement goes in terms of employee engagement. When you tell a team member they did a great job, it makes them feel good. Growing up, I learned if you feel good, everything else you do will be good too!
Tell us about your family.
I'm a happily married father of three. My oldest son Gian is 11 and plays football. Mia, my oldest daughter is 8 and is extremely creative, and my youngest daughter Stella is 7 and she is our spitfire! She is strong willed and a natural born leader. I wouldn't have it any other way. My wife Amber is amazing and supportive. It's safe to say I "outkicked my coverage" with her.
If you could wake up tomorrow with one new skill, what would you choose?
I think a photographic memory would be an amazing tool in my current role. My schedule is so important in my role, and I still forget to add everything sometimes!
In a single word, how would your friends describe you?
Persistent.
If you could switch careers tomorrow, what would you want to do, and why?
I was working on becoming a firefighter before I got into this industry and I think if I wasn't doing this, I would have ended up at a fire station somewhere. I like helping people.
What's the biggest issue facing the tire industry?
Training and development both on the technician and advisor front. With EVs (electric vehicles) becoming more prominent and technology advancing faster than ever, If we don't invest in our people, they won't have the tools to be successful. We have vehicles now that require recalibrations after a basic service like an alignment. Creating operating procedures and training programs to prepare for our ever-changing environment has been challenging.
When you were a kid, what did you want to be when you grew up?
I wanted to be and NFL defensive lineman. I was pretty good in high school, but I most likely wouldn't have the family I do now, so things worked out as they should!
How do you unwind after a stressful day?
We try to have dinner as a family at least five days a week. Sitting down and hearing how each of their days went puts things in perspective. Stress is relative and it will be present forever!
What goal did you set for yourself this year? Are you on track to reach it?
Professionally speaking I have goals for both shop count and total sales per rooftop. I'm happy to say we are trending extremely well toward both of those goals. Personally, I set a goal to be more present with my family. Dinners together more frequently and being more involved with my children's extracurricular activities have kept me on track to achieve that goal.
What do you expect to be doing 20 years from now?
If everything goes according to plan, my kids will have families of their own and when my wife and I aren't traveling, we'll be the best grandparents we can be.
