From Shadowing to Strategy: Modernizing L&D in the Carwash Industry

How do you build a learning ecosystem that can scale across a fast-growing, highly diverse workforce?In this episode, David talks with Claire Moore, Chief Learning Officer of the International Carwash Association, Inc., about the evolution of training in the carwash industry—from informal, shadow-based onboarding to scalable, professional development programs. Claire shares how she’s helping operators shift their mindset around L&D, support a frontline workforce with varied education and language backgrounds, and create digital content that feels more like TikTok than textbook.She also breaks down what resilience looks like in the learning space—and how L&D can stay flexible without losing consistency.In this episode, you’ll learn:– Why adaptability is the core of modern L&D design– How to build professional competencies in a formerly unstructured environment– What it takes to create engaging, inclusive learning for every kind of learner– How to shift from reactive training to a long-term learning strategy

How do you design learning programs that work for a young, fast-moving, high-turnover workforce?In this episode, David talks with Cole Bastian, Sr. Director, Learning and Culture at HOA Brands (Hooters), about how his team transformed a traditional training model into a fully digital, dynamic learning ecosystem. Cole shares how his team eliminated printed materials (saving $250K annually), introduced a mobile-friendly LMS called eCompass, and built programs that drive skill transfer in real time.From preparing employees for life beyond the brand to revolutionizing the guest experience, Cole unpacks how intentional design, access, and accountability lead to measurable impact across the organization.You’ll learn:– Why digital transformation was the key to reaching Hooters’ 18-25-year-old frontline workforce– How geofencing and mobile-first design increased adoption and reduced friction– The philosophy behind “preparing team members for life within or beyond the brand”– How the “Guest Obsessed” initiative is revolutionizing Hooters’ customer experience

What does effective on-the-job training actually look like?In this episode, David sits down with Paul Smith, Head of Coworker Development at Baker Construction and author of Learning While Working: Structuring Your On-the-Job Training. Paul shares how his team turns real-time job experiences into meaningful development—without pulling people off the floor.They dive into how Baker Construction balances safety, quality, schedule, and productivity (SSQP) while equipping leaders to be coaches and performance partners. Paul also breaks down what makes on-the-job learning “structured,” and why accountability—not checklists—makes all the difference.If you’ve ever struggled to scale training without sacrificing impact, this conversation is for you.You’ll learn:– What makes structured OJT different from job shadowing or trial-by-fire learning– How to embed accountability and coaching into every role– Why SSQP (Safety, Schedule, Quality, Productivity) drives learning design– The business case for tying training to advancement

How do you scale leadership training that actually changes behavior?In this episode, David is joined by Stephanie Ketron, VP of Learning & Development at Westgate Resorts, who shares what it takes to move beyond check-the-box training and into culture-shaping leadership development. Stephanie opens up about her shift from content delivery to capability building, and how she equips leaders to coach, hold accountability without shame, and lead from any seat—title or not.Whether you’re building frontline leadership programs or rethinking how to embed learning into the day-to-day, Stephanie’s insights are a masterclass in operationalizing culture through L&D.You’ll learn:– Why coaching must happen daily—not just when something goes wrong– How to reframe accountability as clarity, not punishment– What it really takes to empower leaders without relying on org charts– The mindset shift every L&D leader eventually has to make

What does it take to build a high-performance learning culture in a fast-paced, distributed workforce?In this episode, David is joined by Katie Tonda, Senior Director of Talent & Development at Goosehead Insurance, who shares her playbook for making learning a daily habit, not just a checkbox. Katie unpacks how her team brings consistency, coaching, and clarity to over 50 locations—and why culture isn’t built in a classroom, but in conversations.They explore how L&D teams can create alignment without micromanaging, empower field leaders to lead training, and weave development into the fabric of frontline performance.Join us as we discuss:– How to lead with clarity when everything around you is chaotic– What it means to integrate learning into daily operations (not just the LMS)– The power of coaching conversations as learning moments– Why field leaders are the key to scaling meaningful development

How do you deliver consistent, high-impact training across dozens of franchise locations—when your workforce is young, mobile, and constantly rotating?In this episode, David sits down with Gina Elliott, Sr. Director of Franchise Operations at Altitude Trampoline Parks, to discuss how she led a full digital learning transformation across more than 90 locations. From ditching PDFs to rolling out a mobile-first LMS, Gina shares what it really takes to get franchisees and hourly employees engaged in training—and how to blend compliance with real-world readiness.Whether it’s building muscle memory for safety scenarios or hitting the “sweet spot” between digital and on-the-job learning, Gina offers a playbook for designing scalable, practical frontline learning experiences that stick.Join us as we discuss:– Going from paper to platform in a fast-paced franchise environment– The power of scenario-based training to prepare for real-life issues– How to make training efficient without sacrificing depth– Why the shift to mobile-first learning is a game-changer for Gen Z employees

What happens when inclusion becomes controversial—and how do learning leaders respond?In this episode, David sits down with Geoffrey Roche, a nationally recognized voice on workforce equity and belonging, to unpack the current political and cultural climate around DEI. Together, they explore how companies are adapting (or retreating), the human cost of policy changes, and the urgent role Learning & Development must play in safeguarding workplace culture.Geoffrey shares firsthand insight from his work in healthcare and education, including how organizations are reframing DEI through new language, new strategies, and grassroots action. At the core of this conversation is a challenge to L&D leaders: show up, speak up, and never lose sight of the people behind the programs.Join us as we discuss:– Why belonging can’t be a line item—it has to be a leadership mindset– The real-life impact of policy rollbacks on marginalized workers– How to reframe equity work without watering it down– What L&D teams can do to protect culture and promote inclusion amid uncertainty

What does it take to design impactful learning for the people doing the most essential work?In this episode, David welcomes Dani Johnson, Co-Founder and Principal Analyst at RedThread Research, to unpack the findings of her latest report: Developing Frontline Workers: Focus Where It Counts. Together, they explore why so many companies are misaligned when it comes to supporting deskless workers—and how L&D leaders can shift from check-the-box compliance to strategic enablement. Dani breaks down a three-part framework for frontline development (license to operate, current performance, future readiness) and shares how the most effective teams are getting laser-focused on outcomes that matter to the business.Join us as we discuss:– Why frontline workers still aren’t getting the development they need– How “being a detective” helps L&D teams identify skill gaps and solve real business problems– The case for reducing compliance bloat and running leaner, smarter learning ops– What it really means to measure what the business measures

What does it really mean to run L&D like a business—and is that even the right goal?In this episode, David sits down with Ryan Austin, CEO of Cognota, to challenge the clichés and dig into what it actually takes to make Learning & Development a strategic partner. From shifting governance models to aligning with real business outcomes, Ryan shares how L&D can evolve from a support function to a source of measurable impact.They also explore how AI is reshaping operations, the pitfalls of over-indexing on metrics like completion rates, and why chasing ROI might be missing the point.Join us as we discuss:– Why “run L&D like a business” needs a serious rethink– The difference between being a partner vs. an internal service provider– How L&D leaders can earn their seat at the table through alignment and access to data– The smart way to integrate AI in learning ops without scaling bad habits

What happens when a seasoned academic steps into the world of corporate training?In this episode, we’re joined by Silvi Mercier, Strategic Training Manager at Fluke Europe, as she discusses the cultural and structural differences between academic and corporate learning environments, and how she’s had success in both. Drawing from her experience across classrooms and corporations, Silvi explores the transferable skills trainers bring from education into L&D, the challenge of measuring training impact—especially with external audiences—and the role of feedback loops and AI in optimizing learning outcomes.Join us as we discuss:The three skills that overlap from academia to corporate trainingLeaning on customer verbatims, and using AI to parse and leverage themWhy L&D should take a page out of Marketing’s playbook