We talk a lot about sales on Automatic Merchandiser’s Vending & OCS Nation. This time, we shift gears and tackle something that may be even more important: customer service.

In this episode, host Bob Tullio sat down with Brian Wolfe, vice president of global customer service at Harman International and the leader behind JBL’s global customer experience operation, to talk about what really separates average service from a true competitive advantage. Together, they dig into three fundamentals every operator should be thinking about right now:

Along the way, Bob shares a personal story about a closet remodel gone sideways — because everyday frustrations are often the best business lessons. When sales oversell, when service says “there’s nothing I can do,” when response times drag on — that’s when loyalty is won or lost.

If you’re building a dedicated customer service team, trying to free your salespeople from client maintenance work, or simply looking to reduce churn and protect long-term revenue, this episode delivers practical takeaways you can apply immediately.

Because in our business, customer service isn’t a department. It’s your reputation.

She is an industry veteran turned consultant – Tammy Stokes has plenty of advice to offer operators and suppliers, old and new, developed over the years in multiple roles.

The importance of being relentless when it comes to important initiatives.

How to get the best out of your sales reps.

The importance of becoming connected with the community, utilizing a cause marketing program.

She offers her recommendations for operator success in 2026.

She talks about what workplace decision makers are looking for.

How small operators can level the playing field and how large operators should respond.

“Study your products. Study your customers. Study your competition.”

For newcomers or long time operators, Stokes offers some excellent insights - some hearty "food for thought."

In an interview with Automatic Merchandiser's Vending & OCS Nation podcast host Bob Tullio, John Hickey, CEO of Tech 2 Success, shares the journey of starting his company, the challenges faced in the tech industry, and the importance of cybersecurity for small businesses.

He discusses the future priorities for Tech 2 Success and the role of technology as a problem-solving tool, sharing success stories and the positive results that come from working with Tech 2 Success. He also suggests a practical approach to adopting technology, even for a company far behind in technology.

What makes Orrin Huebner a leading convenience services consultant? It’s the sheer range of hats he’s worn over his career. From the warehouse to the executive suite, Orrin has seen the industry from every possible angle, giving him a 360-degree perspective that benefits operators of all sizes.

In this episode of Automatic Merchandiser & VendingMarketWatch's Vending & OCS Nation podcast - Bob Tullio talks to Orrin Huebner, who offers multiple proven business strategies for 2026. From using AI to drive your business - to account retention - to the importance of building your brand - to storytelling, Huebner delivers ideas that will bring measurable results.

This continuation of our 2026 "Consultant Series" brings a guest who truly 'checks all the boxes.' Get ready for some high-level, free advice from one of the most knowledgeable names in the business – Orrin Huebner.

When he speaks to an audience or works with a client, Kaiser Yang seeks to inspire and energize people to think differently. His goal is to help others unlock creativity and to overcome fear. His proven system is designed for everyday people who want to make innovation part of their daily business experience.

Following a successful keynote presentation at the National Automatic Merchandising Association’s CTW event in Miami, Kaiser Yang, CEO and co-founder of Platypus Labs, joins Bob Tullio for this episode of Automatic Merchandiser’s Vending & OCS Nation.

They discuss the importance of creativity and innovation in business, exploring how leaders can inspire teams to think differently and tackle challenges. Kaiser shares insights on cultivating a beginner’s mindset, fostering curiosity and the role of AI in enhancing creativity.

Yang offered three defining characteristics that everyday people need to unlock their own creativity and innovation. Good news: These characteristics can be developed. In fact, Yang suggested five things people can do every day to cultivate an innovator’s mindset. Additionally, his five core mindsets of innovators are thought-provoking and hopefully, for some listeners, transformational.

Are you maximizing your operational efficiency? According to industry veteran and successful convenience services consultant Tom Bauer, small changes in operations can lead to big results for operators.

The podcast emphasizes the importance of not overlooking operations and creating a disciplined environment and culture. It highlights the need for changes in 2026, focusing on disciplined people, thoughts, and actions to improve organizational efficiency.

Especially for those who did not attend the CTW and hear Ethan King's keynote address, the December 16th Podcast with King was impactful. Host Bob Tullio said he heard from several listeners who wanted to learn more. 

In that podcast, King explained how AI can eliminate busywork and help convenience services operators focus on growth, relationships and greater productivity.

Tullio and King discussed the fact that AI is a productivity multiplier, not a replacement for people. Used correctly, it handles repetitive tasks so teams can spend more time on far more important functions. He mentioned that speed and connectivity with clients and prospects is more important than ever. AI can help operators respond to leads, service issues and customer questions faster — a critical advantage in today’s on-demand environment.

Best of all, you don’t need a technical background. King was an art major. If your team can type, copy and paste, or talk into a microphone, they can start using AI tools effectively.

Today’s episode is part two – we take the conversation to another level. If you are serious about gaining a competitive advantage – this episode is a must listen.

According to business broker Mike Kelner, the M&A market for convenience services is red hot. Valuations are higher than ever. It’s a good time to be a convenience services operator and with these market conditions, many operators are pondering their options for 2026.

Mike Kelner, owner of VBB Advisors, said he has learned over the years that selling a business is as much a psychological and life-planning decision as it is a financial and transactional one. In this episode of Automatic Merchandiser’s Vending & OCS Nation, host Bob Tullio sat down with Kelner and asked him to talk about the key questions an operator needs to ask before finding the exit door.

The podcast discusses part 5 of Kelner’s M&A Best Practices series, written for Vending Market Watch.

The first four parts of his series, available at vendingmarketrwatch.com, were focused

For any operator who is considering a sale in 2026 or beyond, it’s a thought provoking listen, as Kelner shares those questions and the answers he receives from operators.

At the Coffee, Tea and Water event in November, podcast host Bob Tullio interviewed around 25 operators and suppliers, asking them about their impressions of CTW. Every one of them was impressed by one thing in particular: keynote speaker Ethan King’s presentation about the power of AI.

In this episode of Automatic Merchandiser’s Vending & OCS Nation – part one of a two-part episode – Tullio is talking to Ethan King. Ethan King explains why convenience services operators should view artificial intelligence not as a threat but as a practical business ally that can help them deal with staffing challenges, margin pressure and myriad demands on their time.

Ethan King is a bestselling author, and award-winning entrepreneur who helps business leaders simplify success through the power of AI and automation. His client work has appeared on Oprah, 60 Minutes, and even the Grammys. 

As the author of "ChatGPT to Double Your Business In 90 Days," Ethan teaches non-technical business owners how to save time, boost sales and scale operations without stress. His workshops are known for being both inspiring and tactical. This is conversation worth listening to. If you are serious about the future success of your business, this is a conversation you will appreciate.

On the surface, taking over a family business would seem to be a dream scenario. But each time a new generation takes the reins, especially in a well-established operation, there are inherent stresses that come with the job. So far, Patrick and Michael Sheehan have been up to the task.

What kind of stress does the third generation of a family-owned business typically deal with? Patrick Sheehan of Sheehan Brothers Vending sits down with host Bob Tullio in this episode of Automatic Merchandiser’s Vending & OCS Nation. During his many interviews with operators, Tullio has picked up some common examples.

Many successors feel the weight of preserving the family’s legacy. This aspiration can create pressure and lead to decisions rooted in tradition rather than what is best for the business’s future.

It is certainly a great opportunity – stepping into a family business – but it also comes with challenges. After nine years of leadership, Patrick and Michael are taking a well-established company to a new level and are having some fun along the way.