Who Will Succeed in the Age of AI?

The auto repair industry stands at a crossroads. AI-powered diagnostic tools, automated scheduling systems, and predictive maintenance algorithms are transforming how shops operate. Yet the question isn't whether to adopt these technologies—it's who will thrive alongside them. 

After observing hundreds of auto repair professionals navigate this transition, three qualities consistently separate those who succeed from those who struggle: curiosity, agency, and emotional intelligence. 

To understand what these traits look like in action, consider the unlikely success story of Mike Quinn at Adams Automotive.

The Mike Quinn Story: Redefining What's Possible

When Adams Automotive hired Mike, he didn't know what a brake rotor was. He couldn't tell you the difference between a serpentine belt and a timing belt. By traditional standards, he had no business being in an auto repair shop. 

But Mike had something more valuable than mechanical knowledge; he had insatiable curiosity and the agency to act on it. Every morning, Mike watched training videos in his Tesla during his commute. He used ChatGPT as his personal automotive tutor, feeding it diagnostic codes to understand not just what repairs were needed, but why. He asked it to explain the difference between urgent safety issues and maintenance that could wait. 

Here's the crucial part: Mike quickly learned that AI isn't perfect. Sometimes it provided outdated information. Occasionally it misunderstood his questions. But instead of giving up, Mike developed a system. He learned to cross-reference AI suggestions, to ask questions multiple ways, and to verify critical information. He treated AI like a knowledgeable colleague who occasionally needed fact-checking—not an infallible oracle.
 
Within months, Mike became one of the company’s most trusted service advisors. Customers loved him because he could explain complex repairs in plain English—a skill he developed by first having AI explain them to him in simple terms. He used ChatGPT as an extension of himself, turning his lack of traditional knowledge into an advantage by approaching every problem with fresh eyes and AI-powered insights. 

Mike represents the future of auto repair. He proves that in the age of AI, the old rules no longer apply—but the new rules require just as much dedication and intelligence.

Curiosity: The New Competitive Advantage 

Mike's story illustrates the first crucial trait: curiosity. In a world where AI can answer any technical question in seconds, the real advantage goes to those who know which questions to ask—and those who question the answers they receive. 

The curious don't see AI as a threat or a magic solution; they see it as a powerful tool that requires skill to wield effectively. They're the technicians who wonder why AI suggests certain repairs and dig deeper when something doesn't add up. They're the service advisors who explore how technology can help them serve customers better while staying alert to its limitations. They're the general managers who constantly ask, "What else is possible?" and "How do we verify this?" 

While others worry about being replaced or expect AI to solve everything automatically, the curious are too busy learning how to use AI effectively to become irreplaceable.

Agency: The Difference Between Surviving and Thriving

Mike didn't wait for someone to train him—he created his own automotive education using AI and online resources. But more importantly, when he discovered AI's imperfections, he didn't throw up his hands. He took ownership of making it work. 

This is agency: the refusal to be limited by circumstances or tools. Those with agency understand that AI is like any other shop tool—incredibly powerful when used correctly, potentially problematic when used carelessly. They develop systems to catch errors, verify important information, and ensure quality control. 

They don't complain when AI gives a confusing answer—they refine their approach. They don't blindly trust every output—they develop judgment about when to double-check. They don't wait for perfect AI tools—they master the ones available while staying alert to their quirks and limitations. 

In the age of AI, agency is what separates those who are enhanced by technology from those who are either threatened by it or dangerously dependent on it.

Emotional Intelligence: The Irreplaceable Human Touch 

Here's what Mike understood that many miss: AI didn't replace his need to connect with customers—it freed him to connect better. He never used AI to avoid human interaction. 

Instead, he used it to understand automotive issues deeply, then translated that knowledge through genuine conversation. 

No AI can look a worried parent in the eye and say, "Your family's car is in good hands." No algorithm can sense when a customer needs reassurance versus straight facts. No chatbot can build the trust that comes from remembering a customer's name and asking about their kid's soccer season. 

Most importantly, emotional intelligence means knowing when NOT to mention AI at all. Mike learned that customers don't care that he used ChatGPT to understand their car's problem—they care that he understands it and can explain it clearly. The tool is invisible; the human connection is everything.

The New Reality

There's a whole new world out there with AI, and it's only going to get better, faster, and cheaper. But let's be clear: it will never be perfect. AI will continue to make mistakes, misunderstand context, and occasionally suggest something absurd. Success belongs to those who understand this and plan accordingly. 

The shops that thrive won't be those who view AI as a magic pill that solves all problems. They'll be those who see it as a powerful amplifier of human capability—one that requires skill, judgment, and constant learning to use effectively. 

The Mike Quinns are out there. They understand that AI isn't about replacing human intelligence—it's about extending it. They know that with curiosity to explore, agency to master the tools despite their imperfections, and emotional intelligence to maintain the human touch, they can compete with anyone. 

The question isn't whether they exist. The question is whether you'll find them first—or your competition will.

A Call to Action for Shop Owners

Lead from the front. Be the first to experiment with new AI tools—and the first to acknowledge when they fall short. Show your team that intelligent skepticism paired with persistent exploration is the path forward. 

Accept nothing less. Don't hire people who expect AI to do their thinking for them. Demand curiosity that questions and verifies. Insist on agency that takes ownership of outcomes regardless of tool limitations. Require the emotional intelligence to know when technology helps and when it gets in the way. 

Set the standard. Your team needs to see you using AI intelligently—checking its work, questioning suspicious outputs, and developing systems to maximize benefits while minimizing risks. They need to see that mastery means understanding both capabilities and limitations. 

Act with urgency—but not recklessly. Every day you delay is a day your competition gets ahead. But moving fast doesn't mean moving blindly. Build systems that harness AI's power while protecting against its weaknesses.