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Elite is one of the auto repair industry's original training, coaching & consulting companies, and was started in 1990 with two primary goals in mind: To help shop owners build more profitable, successful businesses, and to give back to the industry that we love so much.
To ensure we're able to reach these goals every day, we only hire coaches and trainers with extraordinary track records of success, and are pleased to say that every one of them works with Elite for one reason and one reason alone: Because they are passionate about making this industry a better place by improving the lives of shop owners, their employees, their customers and their communities.
We know from experience how challenging it is to run a successful auto repair business, so we're here to make sure you're able to build a better shop and a better life, and that you never have to do it alone again.
The whole organization, from top to bottom, is filled with quality people that really care about the people they help. This is not a typical management training company for auto repair shops, they put the customer first. If you're looking at the list of auto repair management training companies, you've found the best, with the highest talent and ethics available.
Bob Cooper has been an inspiration to my businesses as well as me personally. I have known him since we wrote repair orders with flat stone and a chisel. He keeps current with what is happening and always has great insight on how we can do better.
Jim Murphy has shown me how to be a leader in my companies and grow my shop like no other coach has been able to. His insight into the industry and dedication to helping us was obvious from the first day we met.
Cooper's program offers a different insight to operating an automotive business and has drawn praise from its members.
As an experienced and accomplished coach and consultant, I've never failed to discover clearer vision and more defined wisdom after attending Bob's seminars and classes. His sincere belief that our business is about the people behind the wheel is what makes his guidance true. In today's ever competitive and complicated market, proficiency in changing parts and flushing fluids is a small part of the success equation. Bob's beliefs, teachings and processes will undoubtedly provide you and your team the communication and behavioral skills required to excel in the repair and service business.
Our coach, Jim Piraino, has helped Bob and I take our business to the next level and further than we could have ever imagined in just 8 months. Our business has grown from 2 technicians to 4 and our car count has more than doubled. We look forward to our weekly calls with Jim and his encouragement and wisdom. The fact that Jim takes time from retirement and family to make a difference in our business makes Bob and I want to do more for others, to give back. His sense of humor turns a difficult week into a productive week and makes those difficult times not so difficult. We have built a personal relationship with Jim of trust and confidence. If he tells us to change something we implement it immediately and have always seen positive results. Thank you Jim!
I wish I would have done this 15 years ago. Doug Stoll and Elite have helped me reach levels that I never thought were possible for my small shop. We started seeing positive results after about 2-3 coaching sessions with Doug, starting around the first week of January 2015.February is A short and normally below average month for us, but by the end of the month we had the best month in our 15 year history and its been that way every month since. We will end the year about 50 percent up from our best year ever.Our employees love working here now, and I get to spend more time with my family. Thanks Doug, and everyone at Elite for your help.
Without a doubt I would highly recommend Frank Scandura as a Business Coach. I have been working with Frank for over a year now and the changes in my company have been extraordinary. When I first called Elite Worldwide I had 2 techs and myself, playing technician, service advisor, HR, marketing and anything else that needed to be done. This left me with no time and complete chaos. I was highly skeptical as to whether or not they could really help. I have seen many "fly-by-night" companies who claim results but in the end only want your money. Under Franks advise I hired a service advisor (which I did not think I could afford) and pulled myself away from the shop as a technician. The results were completely contrary to what I believed would happen. The shop ran much smoother and our ARO rose tremendously. I had more time with my family and more time to focus on my company. We now have 2 Service Advisors, 3 technicians and a shop manager. I now spend most of my time focusing on what really matters, making sure that my company is healthy and successful. We are about to embark on a new journey as we open our second location and none of this would have been possible with out the help and guidance of Frank and Elite. I not only consider Frank a mentor but a good friend as well.
For any of you who are looking for a training program that creates permanent change in behavior, you really owe it to yourself to take a good hard look at the Elite Masters Program. The results are sustainable and are the best we've seen, hands down. After sending our advisor Jamie through their 6 month course, his ARO increased steadily and is up by $137 over where he started! His GP is now consistently the highest our of all of our staff and has a closing ratio that is consistently between 65% and 75%. Many sales courses generate a spike in results that fade away once the advisor slips back into old habits. This is the opposite of what happened with the Masters Program. Jamie is still producing these numbers even a year after program completion. Jamie says that he personally loved the program and feels much more confident in his abilities because he now has a consistent, systematic approach to presenting to our customers. The results, while outstanding measurably, are also priceless in many other ways. You can't put a price tag on happier customers and a happier, more confident service advisor! Thank you to Doris and team Elite for doing such an outstanding job!
I just wanted to give a big THANKS to, Jennifer Monclus, who runs the Elite Master's Program for Elite Worldwide. This program is targeted for your Service Advisors and is 6 months long. This is by far the best Service Advisor Training Program I've been involved with. This Training includes numerous testing stages and continual role playing and critiquing. I can see the changes in my Service Advisor's abilities everyday. Jennifer keeps in contact at every stage of training with me and the progress of my Employee. She is Second to NONE!!!!!!!!
I originally thought that a program like this would be too expensive and that I wouldn't be able to recapture my investment. Boy, was I wrong. My advisor recovered my investment in the first month. His Average Repair Order has increased by nearly $100, and his monthly sales have increased over $17,500 on average after sending him to the Elite Masters Program. The program just keeps paying dividends every day, every week and every month. I highly recommend this program to anyone.
Elite Pro Service is a unique program! I would recommend it to any shop owner looking to take their shop to the next level. With coaching from Jim Murphy, training from Elite's Bob Cooper and 90 of the best shop owner's in North America at your disposal this program has some serious fire power. With Jim Murphy's guidance and the help of my PAC members, we have increased Gross Sales by 55% raised our overall Gross Profits, reduced Expenses and developed many systems that make running an auto repair facility easy.
As a person with extremely high expectations I rarely take the time to write reviews and provide public feedback; however the group at Elite have more than exceeded my personal and business expectations. Bob Cooper and Jim Murphy's Pro Service group is "second to none" in the Automotive Repair & Service industry. I am both blessed and honored to be part of this organization. After joining the Pro Service group my business Desert Automotive has gone in directions that we had never thought of or dreamed of. Their "out of the box thinking" environment is truly reserved for the performers in the industry and I recommend Elite only for those serious about their personal and business success.
We have partnered with Elite Pro Service for over 5 years. It has been a great source of information and guidance and has helped us to achieve our goals each year. The automotive field is very competitive and what better way to remain at the forefront of our industry than by having great coaches like Jim Murphy and Bob Cooper. Having access to 89 other likeminded individuals doesn't hurt also. With the help of Pro Service our net profit is up 59% this year!
The Challenge:
Tom did not have any systems or policies in place at his shop, which led to a hectic work environment that had him constantly “flying by the seat of his pants." Every component of the business was dependent on Tom, and he had to spend the majority of his day working behind the counter and jumping in to help resolve issue after issue. This led to an extremely high level of stress for Tom when he was at the shop. Things were moving so quickly from minute to minute that he was unable to put written goals in place, or pay attention to the numbers of his business.
The Solution:
Tom and his coach, Kevin Vaught, worked together to put procedures and policies in place for every component of Tom's business to help him run the shop in a more efficient and calculated way (a marketing plan, job descriptions, standard operating manual, employee manual, etc.). Tom also hired a back office manager to help out with some of the administrative tasks that he previously had on his plate. He worked with Kevin to establish written goals, and they started monitoring the numbers of Tom's business closely.
The Results:
Kevin's guidance, along with Tom's open mindedness and willingness to pull the trigger on tough decisions, generated some incredible results. After 9 months of implementing systems and policies for just about every component of Tom's shop, Tom saw a 32% increase in car counts, 155% increase in sales, and an impressive 150% increase in gross profit dollars. However, these financial results pale in comparison to the differences that Tom saw in his life.
When Tom was recently asked what his stress level was now compared to when he began the Coaching Program when his stress levels were through the roof, Tom replied “I just don't have stress anymore." His business now runs smoothly and efficiently, he has considerably more free time, and he always has facts, figures and data in front of him to help him make decisions for his company.
The Challenge:
Nate Winston and John Cooper were running their shop with success, but couldn’t help but feel like they had some room to improve, and were missing something that could take their shop to the next level. They felt they needed to work on improving the customer experience, and wanted to refocus their marketing strategies to ensure their bays were full with their targeted customers, so they decided to reach out to Elite.
The Solution:
Nate and John started working with their coach, John Francis, and it soon became evident that the partnership couldn’t have been more perfect. They started working on improving the customer experience right away, and began offering free loaner cars, sending out handwritten thank you cards, and sending comment cards and value added gifts to show their customers their appreciation. John Francis encouraged John and Nate to put together a mission statement to establish their brand identity, and to subsequently get out in their community and start making an impression. The duo joined the Chamber of Commerce, began sponsoring local sports teams, and established an amazing community presence through their marketing efforts on Facebook. They worked hard to identify their ideal customer, and started targeting those customers with their marketing efforts. The trio also worked together to put monthly, weekly, and daily goals in place, implement new policies and procedures, and institute a more thorough inspection process.
The Results:
Nate and John soon began hitting those monthly, weekly, and daily goals with consistency. After carefully reviewing the customer experience at every touch point, they have been able to build more personal relationships with their customers and have improved their customer retention. Their efforts to become more involved in the community have certainly paid off as well - the shop’s Facebook page now has over 1000 likes, and an unbelievable 124 5-star reviews! Their impact on their community has not gone unnoticed, as Nate Winston was awarded the 2017 Cuyahoga Falls Business Person of the Year Award! Their efforts to identify their target customers have also been rewarded, and they are seeing more of the right kind of customers come into the shop.
By instituting a more thorough inspection process, they have been able to take better care of their customers, which has increased their ARO, and is one of the reasons they've been able to increase the shop’s sales. This sales increase has been realized despite their decision to follow John Francis’s recommendation to stop working on Saturdays, which Nate and John both agree has absolutely improved morale and reduced stress.
When asked about the overall Coaching Program experience, John Cooper replied, “Teaming up with John Francis is the best decision we ever made.” John Francis certainly feels the same way about his clients, and is filled with pride each and every time he brags about them (which is at every possible opportunity).
The Challenge:
Adam Liu had been a shop owner for 8 years, and while he had always run a good shop, he knew that it had more potential, and that there was something missing. He always had an entrepreneurial spirit, but felt that he might not be fully equipped as a shop owner to run the successful business he was striving for, and wanted to achieve a better understanding of his business and how to professionalize it on all levels. He was regularly stressed out and looking to establish a new mindset. Adam was also seeking a sounding board to bounce ideas off of.
The Solution:
Adam reached out to Elite and began working with his coach, Nerces Mavelian. Nerces, who runs three very successful shops in Dallas, TX, gave Adam an excellent example to follow, and together they started setting concrete goals that Adam soon began to hit regularly. Nerces also provided Adam with the Key Performance Indicators that were most critical to his success, and Adam began to look at his numbers differently. They worked together to hire a new service advisor to enable Adam to step away from the front line and spend more time working on the business. Nerces also provided the sounding board for ideas that Adam had been looking for, and helped Adam institute regular employee meetings to boost morale and ensure everyone on the team was on the same page.
The Results:
Since joining the Coaching Program Adam says he’s made the transition from having a job to being a true business owner. The shop has gone from a 3-man crew to a team of 7, which has given Adam the ability take a step back, adjust his mindset and focus on growing the business. Not only have these changes lowered Adam’s stress levels considerably, but as a shop owner that truly cares about his customers, he’s proud that he’s now able to offer them more value.
Adam has seen some amazing financial results as well, as his shop’s annual sales went from $550,000, to $1,100,000, to being on pace to reach $1,500,000. His gross profit has tripled, and the future continues to look brighter and brighter for M-Spec Performance.
The Challenge:
Servando was running a small 2-bay shop in an extremely competitive area of Long Beach, CA. His shop did not have any systems in place, and he had no knowledge of the key performance indicators he needed to be hitting to be profitable. As a result, his shop was only doing about $35,000 a month in sales, and he was not making any money.
The Solution:
Servando's coach, Jim Piraino, helped Servando put proven systems in place for all facets of his business to help his shop run more smoothly and efficiently, and showed Servando the numbers that he needed to be hitting for his 2-bay shop to start making money. Jim also showed Servando how he could utilize Elite's grass roots marketing programs to start bringing in more customers in the most affordable and effective way.
The Results:
Servando turned each financial benchmark into a written goal, and soon started hitting each and every one. He also embraced the grass roots marketing approach with open arms and became heavily involved in his community. Within 6 months his shop was generating $100,000 a month in sales, and he is now one of the most recognized faces in Long Beach. The progress he has made since joining the Elite family has been astounding, as he's gone from running a small 2-bay shop doing $35,000 a month in sales, to now running multiple shops that bring in a total of over $4,000,000 annually.
The Challenge:
Jon's business was previously run by his father, so for years after taking over the managing of the business Jon had a bit of tunnel vision, and was running his shop the way it had always been run. He was also so involved in the day-to-day operations of his business that he had trouble taking a step back and focusing on growing his business. His shop had a great reputation in the community, so he was never short on car counts, but his business was not as profitable as Jon thought it could be.
The Solution:
Jon's coach, Doug Stoll, helped Jon question the way things had always been run at the shop, and start viewing his business, and particularly his shop's workflow, from a different perspective. Doug helped Jon realize that with additional staffing, and a more optimal tech/advisor ratio, his shop was capable of being far more productive. Jon immediately hired an additional tech, and they set up a system for ensuring that each tech was always properly supported by Jon's advisors, and that each customer was always handled in the optimal way.
The Results:
Jon's business saw immediate improvement. In the very next month after joining the Elite Coaching Program, Jon's shop hit $100,000 in monthly sales for the first time in his shop's 39 year history. But Jon didn't stop once he reached this $100,000 mark, as his sales in the following March were up to $140,000, compared to $72,000 in March of the previous year (before Jon teamed up with Doug). Jon is now setting time aside every week to step back from working in the daily operations of his business, and spend time with Doug working on reaching his goals.
The Challenge:
Craig Heiser’s service advisor, Donald, was struggling with his confidence and was often uncomfortable when selling to customers. This prevented Donald from being able to build relationships and trust with his customers, something that was understandably very important to Craig. Craig had put his employees through other training programs and classes before, and although his service advisors would return to the shop ready and excited to apply what they learned, the enthusiasm would quickly fade as they fell back into their old ways. So Craig decided to reach out to learn more about the Elite Masters Program.
The Solution:
As soon as Donald joined the Masters Program, Jen Monclus and Doris Barnes immediately started addressing Craig’s concerns. They spent much of the initial 3 days of training ensuring that Donald truly believed in the profession of sales, and understood that selling is simply helping his customers make the right decisions. They taught him how to overcome the most challenging sales objections, along with all of the best practices that have been proven to generate higher sales and happier customers. Through role playing and constant repetition, the processes, procedures, techniques, and skills that Donald learned really stuck, and soon he was beaming with confidence when speaking with every customer.
The Results:
Craig Heiser began seeing results as soon as Donald came back from the three days of intensive training in San Diego, but unlike in the past, those results didn’t fade. Donald’s dramatically improved confidence and consistent sales presentation enabled him to increase his ARO from $250 to $500! When asked about his experience in the Masters Program, Donald said, “At first, I wasn’t super comfortable, but after role playing with Jen and Doris, I was able to apply the skills that I had learned and gained confidence.”
Craig has now sent five employees through the program, and each has seen similar success. In fact, one advisor brought in an extra $48,000 worth of business within the first two months of returning from the course! “Sending service advisors to this training has freed me from having to be at the front counter,” Craig says. “I no longer have to deal with situations that they can’t handle. It is so easy for something that’s not a big deal to spin out of control if someone doesn’t know how to approach it. It has made my job easier.”
The Challenge:
Mike Keplinger’s service advisor, Chelsee, needed to improve her confidence when selling to customers, especially when it came to presenting large estimates. She was also having trouble mastering the benefits of the services and repairs she was presenting, and needed to improve her knowledgebase. Mike had used other training companies in the past, but nothing worked, so he decided to reach out to Elite.
The Solution:
As soon as Chelsee enrolled in the Elite Masters Program, Jen Monclus and Doris Barnes immediately began to focus on her weaknesses. They taught her a consistent sales presentation, and role played with her repeatedly until it became second nature. Through this role playing and the constant repetition with her fellow students on the web meetings, it was obvious that not only was Chelsee’s knowledge of the right way to present all services and repairs rapidly improving, but her confidence when speaking with customers was growing as well.
The Results:
Chelsee’s hard work certainly paid off, as she truly mastered her sales presentation, and now sets aside extra time with each customer to fully explain the features and benefits of every service so that they undoubtedly see the value. Her sky-high confidence has enabled her to properly present those tougher large estimates, and effectively deal with even the most negative of customer responses. Chelsee won an award for most improved among her classmates during the course, and her growth didn’t stop there, as she helped take the shop’s ARO from $275 to $445 in the year following her graduation from the course, and her closing ratio is now an impressive 75%!
The Challenge:
Leon Martin’s service advisor, Merlin, was having trouble with the language he used during his sales presentation and needed to polish his overall sales skills. Additionally, Merlin needed to improve his confidence and his ability to build trust with his customers, so Leon decided to reach out to Elite.
The Solution:
Leon enrolled Merlin in the Elite Masters Program, and Jen Monclus and Doris Barnes immediately started addressing what Leon believed to be Merlin’s weaknesses. They provided Merlin with the right language to use during his sales presentation to put the emphasis on the features and benefits of each recommended service, and to build the customer’s confidence in his technicians, his shop, and his abilities as a service advisor. They also taught Merlin the tonality he should be using in every customer interaction, and used a series of role-plays and homework assignments to ensure that Merlin’s new sales presentation not only stuck, but that he could deliver it confidently every time.
The Results:
After completing the Masters Program, not only was Merlin able to increase his ARO by nearly $100 and help boost the shop’s sales by a minimum of 10-15% per month, but Leon says Merlin is an entirely different person. Leon is thrilled that Merlin is now the first person in the shop to open up everything in the morning and the last one to leave, and has a new level of dedication that’s simply unbelievable. Merlin is taking on far more responsibilities than he did prior to the course, has a whole new level of confidence, is effectively building trust with his customers in every conversation, and his customers are communicating their satisfaction far more frequently than prior to the Masters Course.
When asked about his Masters Program experience, Merlin replied “The Masters Program has given me the ethical core keys to customer connection and sales, and has changed my behavior and confidence. Elite is committed beyond belief to truly staying by your side the whole way to see you succeed, and to help you make a difference not only in the lives of others but also in your personal life! I am truly thankful for Jen and the team at Elite for pushing me out of my comfort zone and for majorly impacting the way I communicate with others.”
The Challenge:
Wayne's service advisor, Tom, had pretty good sales numbers, but Wayne knew those numbers could be improved because he fully understood the importance of relationship building, and Tom was not building rapport with his customers. Tom was also having quick conversations with customers, and just waiting for the sale to happen rather than educating the customers about the repairs and their importance.
The Solution:
When Tom joined the Elite Masters Program, Doris Barnes and Jen Monclus placed particular emphasis on role plays designed to help Tom build rapport with his customers. They also worked on the questions Tom should ask to keep his customers engaged, showed him how to communicate the benefits of every repair and service to help his customers understand the value, and taught him proven phone procedures that effectively turn callers into customers.
The Results:
When Tom returned Wayne saw the results almost immediately, as within a short period of time Tom's ARO went up $50, and Wayne started receiving positive customer feedback that he was not receiving prior to the course. Wayne says that Tom's level of engagement is a night and day difference since he returned from the course, as he is now spending much more time building rapport, is asking a lot of good questions, and is educating his customers on the benefits of the recommended repairs and services.
One of Wayne's favorite recent experiences was when he heard a customer say “no" to Tom at the very beginning of the conversation, then 45 minutes later saw Tom complete the sale with add-on's because of the skills he learned at the Masters Course. In addition to an ARO that is now $50-$75 higher than it was prior to joining the course, Wayne has noticed that his parts margin is now consistently over 55%, has noticed that Tom is converting many more phone shoppers into customers, and is seeing more positive reviews as well.
When asked to share his thoughts on the Masters Program, Tom replied “My feelings about the Masters Training Program are this is the best sales training program I have ever been through. Most training programs you sit through a day or half day seminar about how to become a better salesperson. When you leave you always have good intentions to implement things you may have learned in the seminar, but most of the time after a day or two you fall back into your old habits and nothing has been accomplished. In the Masters Program you live the training every day for six months. During this six months you are given the tools to perform better than you ever thought you could. You are given goals and pushed to achieve those goals. When you follow the program you will see situations that you have covered in the training and you will watch your sales grow and grow."
Wayne echoed Tom's enthusiasm when asked about the course by adding, “I don't know of any other training in the industry that creates the results I have seen. It is all driven by the accountability that the program demands, and the great instructors."
The Challenge:
Chris Fuller first reached out to Elite because he felt his service advisor, Rob, had lots of raw talent, and wanted to see him progress to the next level. Chris felt that Rob was too often inconsistent in his delivery of information and pricing, and was also allowing his customers to dictate the pace and tone of the conversation. This often left Rob without an opportunity to effectively communicate features, benefits, and other information that his customers needed to hear.
The Solution:
Doris and Jen also saw the talent in Rob, and knew that the Masters training would give him the power to fully utilize it. They first focused on the Chris's primary concerns, and through a series of role-plays showed Rob how to take control of every conversation, and put the focus of the conversation on the features and benefits of the recommended services. They also showed him how to recognize behavioral patterns in his customers, and how to overcome both the most common and most challenging sales objections. Lastly, Doris and Jen knew that if they focused on helping Rob understand why he should believe in the recommendations of his techs and in the profession of sales, that his confidence as a service advisor would grow.
The Results:
The Elite Masters Program proved to transform Rob into the superstar service advisor that Chris always knew he could be. He now handles every customer with confidence and takes pride in knowing that each and every one of his customers is being handled in a professional and ethical way. Rob has also developed a very consistent approach to every customer interaction that enables him to maintain full control of the conversation and spend the necessary time emphasizing the features and benefits of each recommended service, which has increased his ARO by 111% since he graduated from the course.
This new, consistent sales presentation, along with his understanding of customer behavior and newfound ability to handle sales objections has enabled Fuller Automotive to capture an average of $4,000 per week that the shop was not capturing previously. However, Fuller Automotive's Masters Program success is not purely financial, as when asked about his Masters Program experience, Chris replied: “We are all aware of how much vehicles mean to people, so it feels great to know that our staff is now handling our customer base in the ABSOLUTE best manner possible."
The Challenge:
When Juan Reyes first reached out to Elite he wanted to increase his sales, and felt that his service advisor, Jose, had some room to grow. Juan felt that Jose was losing some sales due to his attitude, and because he was often afraid to ask for the sale. Jose also needed to improve his communication skills, and needed help effectively presenting himself to his customers. Juan felt that Jose had lots of potential, but was “shooting in the dark".
The Solution:
Juan enrolled Jose in the Elite Masters Program, and on day 2 of the initial 3-day training Doris and Jen started to see a whole new person. He started to truly believe in the profession of sales, became proud of his role in the shop, and found a new level of confidence in his ability to help his customers make the right decisions. Jen and Doris showed Jose how to follow a set procedure in every sale, and taught him the 5 requirements of becoming a sales superstar. They also showed him how to build interest and value in his services, and how to sell himself, his team and his shop to his customers to help them understand why Liberty Auto Care is the right choice.
The Results:
When Jose returned from the initial 3 days of training, Juan also saw the dramatic change in confidence, attitude and pride, and is pleased to report that the new fire in Jose still burns to this day. When asked to reflect on his Masters Program experience, Jose replied, “There is no way to express my gratitude for the training and support Elite has given me. Not only have I gained self-confidence on a professional level, but on a personal level as well, and I've learned that there are no obstacles in life that can't be overcome." Jose's transformation has not only enabled Juan to move out of the front and spend more time working on his business, but last year Jose was able to increase Liberty Auto Care's sales by 27.7% to give the shop the highest sales total in its history.
The Challenge:
John and Justin Devin reached out to Elite because they felt that their shop's customer service and sales process needed to improve. Their customers were hesitant about agreeing to diagnostic/testing fees because they didn't understand it's importance to the repair process, and John and Justin felt that the relationships between their advisors and customers were often strained, at best, due to their advisors' lack of effective communication. Additionally, their customers often had a sense of buyer's remorse since they were not satisfied with the value of the repairs they paid for, and the shop's closing rate was low because sales objections were being treated as the final word, with no attempts being made to put the objections to rest.
The Solution:
John and Justin decided that Justin would attend the Elite Masters Program so that he could use the material to train their advisors. In the initial three days of training, Justin could see his own communication skills improving after going through a multitude of 1-on-1 role playing scenarios with his classmates, and quickly learned how he could use similar role-playing scenarios to train his advisors. Doris Barnes and Jen Monclus provided Justin with specialized training to help him overcome the most common sales objections voiced by his target demographic, and also put particular emphasis on how he and his advisors should effectively build value in their diagnostics, repairs and services.
The Results:
Justin was able to help his advisors apply the course content to achieve some truly outstanding results, as the shop's ARO went from $210.11 with a 56% closing rate in the January before the course, up to $411.80 with a closing rate of 87% in the January after Justin completed the course. Furthermore, they've been receiving frequent positive feedback from their customers, who are often asking to speak with Justin and John to let them know how well trained and informed their advisors are. They now also commonly receive thanks from their customers for providing such a positive experience and such great value, and have seen a significant increase in customers referring their friends, family and coworkers.
When asked to share his feedback on the Masters Program, John replied, “ My own opinion is simply this: It works. Prior to participating in the program, Justin and I were constantly having to intervene in the sales process in order to maintain a respectable closing rate. With the training and guidance given to us by the program, our business now requires much less input from Justin and me. We no longer have to spend large portions of our time slogging through a quagmire of misunderstandings and miscommunications. It is a day and night difference."
The Challenge:
When Dave Dupont first inquired about Pro Service his shop was doing well with sales, but he felt that there was room for improvement when it came to his systems and profitability, and knew that something needed to change. With the amount of time and effort he was putting into his business he wanted to ensure he was doing things right, and didn't want to feel like he was running his shop all alone at the top.
The Solution:
After joining Pro Service, Dave quickly realized the legitimacy of his feeling that something needed to change. He found visiting other shops and getting an in-depth look at how they did things to be a very powerful experience, as he immediately began learning from all of the bright minds in Pro Service.
His colleagues helped him put together more effective marketing campaigns, helped him improve his employee management skills so he could better understand and retain his employees, and also gave him the courage that shop owners need to make the tough decisions. Dave found it invaluable to be able to pick up the phone and speak one-on-one with Jim Murphy, and to be able to tap into the extraordinary amount of research that Jim, Bob Cooper and his colleagues conducted on all facets of running a successful auto repair business.
The Results:
Not only has Pro Service helped facilitate close friendships with his colleagues and Jim Murphy, but when reflecting on his Pro Service experience, Dave says “I don't understand how other shop owners get all of their information in today's changing automotive aftermarket business. I have access to all of the info I need on marketing, SEO, Gen X and Y, management best practices and countless other topics – I can't imagine how I'd go about acquiring all of that information if I wasn't in Pro Service." The access to information has helped Dave's shop grow consistently every year to achieve a 53% increase in sales since he joined Pro Service.
The Challenge:
Gene Morrill first reached out to Pro Service because he was having some challenges with his staff, and felt he needed to work on his leadership skills. He was under a lot of pressure, which lead to a lot of stress that was having a negative effect on all facets of his life. Gene reached a point where he realized his attitude needed to change - he was just unhappy going to work, his staff was unhappy going to work, and his whole shop was in a funk.
The Solution:
After Gene joined Pro Service and started visiting his Colleagues' shops, he started identifying people who ran businesses that were very similar to his, and learning how those shop owners were effectively handling some of the similar employee management and stress-related issues he was facing. His Colleagues and Coach, Jim Murphy, started helping him turn the negatives he was perceiving in his business into positive learning experiences, helped him improve his people skills so he could get a better response from his employees, and provided him with the encouragement and tools he needed to make the necessary changes.
The Results:
Gene says that the rest of his Colleagues can't believe the transformation he has gone through. He goes to work much happier each day, and now sees work, and his life, through a far more positive lens. This new viewpoint and attitude have improved morale in his shop and given his staff a new positive energy, which has helped his business run more efficiently and given Gene more time to spend with his family.
While Gene has seen his tech productivity and efficiency improve, his sales go up and his net profit improve by $50,000 since joining Pro Service, these results pale in comparison to the newfound happiness that Jim Murphy and the Pro Service Colleagues have helped bring to the lives of Gene, his wife, his kids and his employees
The Challenge:
While Jeff Odom was interested in increasing sales and the profitability of his shop, he felt there were a lot of places he could turn to for those answers. Jeff joined Pro Service because beyond improved profitability, he was most interested in improving his leadership skills, in becoming a better manager and a better person, and in building a company that would thrive for years to come.
The Solution:
Through the help of his Colleagues and Pro Service coach, Jim Murphy, Jeff soon began developing the leadership and management skills he was looking for. Jeff says that his Pro Service Colleagues act as a board of directors that are always keeping him on point, motivating him to get better, and helping his business improve. Additionally, he feels it's priceless to have a coach like Jim Murphy that he can reach out to with any concern and receive valuable insights. Every time Jeff has visited another shop he's been able to walk away with several great ideas for how he could do things differently in his business, particularly with regards to how to find and hire the right people, keep them happy and in the right roles, and how to establish systems to enable his shop to run smoothly while he's away.
The Results:
Jeff now has happier employees, less turnover, and a whole new level of confidence in his ability to lead. He also feels that Pro Service has helped him become a better communicator, and develop a vision for the future of Evergreen Autoworks. Furthermore, just recently Jeff went on vacation for four weeks, and when he returned he found that the shop was not only running as if he had never left, but his service advisor was able to resolve an employee crisis by following his procedures to hire two new employees while he was away (although the advisor consulted with Jeff over the phone before making the hires).
While the increase in sales has been nice, Jeff feels that Pro Service has benefited him most by enabling him to establish a turnkey business, which has not only given him more free time to spend outside the shop, but has boosted the value of his business considerably.
The Challenge:
When Bill and Charlotte Gurney reached out to Elite they ran one of the biggest independent auto repair shops in the state of New Hampshire and had great sales numbers, but wanted to take their business to the next level. More specifically, they felt they needed to implement more streamlined processes to improve profitability, and to enable them to eventually open up a new location. However, because Bill and Charlotte already ran such a great business, they were a bit worried that if they joined Pro Service they'd be one of the big dogs in the group that would be sharing a wealth of knowledge, without receiving that same degree of knowledge in return.
The Solution:
Their concern that they wouldn't get as much out of the Pro Service group as they put into it was put to rest after the very first month, when they saw the numbers of their colleagues' businesses and realized that while their sales were great, their profitability was lacking and they had a lot to learn. After their first visit to a colleague's shop, Bill and Charlotte started to identify opportunities that they were previously unable to see. Jim and the colleagues helped them put several new systems and processes in place so their shop would run more efficiently, and also helped them with expense control.
They assisted Bill and Charlotte in putting together the right labor matrixes, and in setting not only the right short-term goals, but goals 5, 10, and 15 years down the road. To help them reach their goal of opening up a second location, Jim connected them with one of the colleagues who owned 12 different shops, and the colleague began helping Bill and Charlotte through the process.
The Results:
As most shop owners would agree, Bill and Charlotte feel that it's tough to set goals when you're in the heat of battle, and say Pro Service has really helped them stop and think about the future. Jim and the Pro Service colleagues have helped them find a vision for the future of their shop, have guided them through many tough decisions, and have given them the courage to pull the trigger and take action.
The new systems and processes that Bill and Charlotte put into place have helped them improve just about all of their key performance indicators, which has naturally led to a higher net profit, and has enabled them to reach their goal of opening up a second location. Most importantly, Bill says that in conversations he's had with Jim Murphy they've discussed how there are friends for a reason, friends for a season, and friends for a lifetime – Bill and Charlotte are proud to call many of their colleagues lifelong friends.
Our hundreds of clients will tell you that because we never put money ahead of people, and are committed to elevating the industry, we will not take on a client unless we're 100% confident that we'll be able to help them build a more successful business.
This is why we offer our Shop Performance Review, during which one of the industry's top experts will...
Regardless of whether or not we can provide the right solution for your shop, we'll make sure that you walk away from your Shop Performance Review with the understanding that you don't have to do it all alone, and have much more confidence in your shop's path to success.
Get started by calling 800-204-3548 or filling out the contact form below.
