2019 Pro Service Leadership Conference
Available Exclusively to Pro Service Colleagues
Jan 23 - 25, 2019
Royal Sonesta Hotel - New Orleans, LA


Our Pro Service Leadership Conferences are designed to help you continue to grow your business to new levels of success by further developing your team-building, marketing and leadership skills. We are pleased to announce that our 2019 conference will be held in fun-filled New Orleans. If you haven’t already done so, mark your calendar for January 23 - 25, 2019 and enroll today by calling Michele Cooper from our San Diego office at 858-756-3102, or sending an email to m.cooper@eliteworldwide.com. (Note: Only Elite Pro Service colleagues are eligible to attend this conference.)

Tuesday Evening, January 22, 2019   5:00pm - 9:00pm
 
Reception – No-host bar at the hotel. Join us and our other Pro Service Colleagues as we get together for a casual pre-conference evening. This is a great opportunity to connect with your fellow business owners, and to make new friends as well.
 
Day One - Wednesday, January 23, 2019   8:30am - 4:30pm
 
Creating Your Future by Better Understanding It
 
One of the prerequisites for success in any business is having a clear vision of the future. Throughout the first day you’ll receive insights from subject matter experts regarding what the future holds when it comes to vehicles in your shops and the associated technology. You’ll learn the latest best practices and what’s on the horizon with social media. You’ll also hear from the nation’s leading wage and hour expert and learn why customer retention is critical to your ongoing success.
 
“Prospering in a Connected Eco-system & Managing New Vehicle Technologies” by Ben Johnson, Dir. Product Management, Mitchell 1 – During our 2018 conference Ben Johnson provided us with a glimpse of what vehicles and technology will look like in coming years. Based on your feedback, his presentation was very eye-opening. With the knowledge that vehicles and technology are changing as we speak, along with the numerous requests we’ve received to invite Ben back, we are pleased to announce he will be joining us again in 2019. 

This year he’ll be diving into Advanced Driver Assistance Systems, which continue to evolve and are already on many of the vehicles in your shops today. He will also share the definitions of some of the technical names and abbreviations that you will begin to hear regularly, help you better understand what this new technology means to you as a shop owner, and address the challenges on the horizon that you need to be well-prepared for. Ben will also discuss the “connected eco-system” – connections from shops to customers and their vehicles, and connections within the shop itself – how this eco-system is evolving, and how you should be part of it. We suspect you will be quite surprised with what you learn.
 
By attending this session, you’ll gain much of the information you’ll need to better understand what your future holds and how to stay well ahead of your competitors.

“Insights to Social Media & Its Impact on the Auto Care Industry” by Marcus Mackell, Social Media Market Manager, Mitchell 1 – With social media playing such a dominant role in today’s business environment, you need to have a good understanding of it in order to succeed. It’s important to be well-versed in the most popular social media platforms that are relative to your targeted customers, and to understand the foreseeable changes that are coming your way.
 
When considering individuals and companies to help you stay up to date with social media, there were three reasons why we elected to invite Marcus Mackell of Mitchell 1. First, Marcus truly is a social media expert. Secondly, since their core customers are shop owners, Mitchell 1 understands our industry in ways that most other social media experts don’t. Lastly, being a Snap-On company, Mitchell 1 has the corporate strength to perform the research required to stay at the leading edge.    
 
During this information-rich session Marcus will share current social media trends, how auto repair shops like yours are using social media, and what the future may hold for you. And since marketing is all about ROI, we’ve asked Marcus to help you better understand how you can effectively monitor, measure, and evaluate the results of your campaigns. Regardless of whether you manage your own social media campaigns or use an outside service, during this session you will gain useful real-time information that you won’t find anywhere else. 
 
Lunch & Networking Session, Hosted by Elite – During our 90-minute hosted lunch break you’ll have time to process what you have learned from the morning sessions, and to network with the top shop owners in North America. We strongly encourage you to meet as many people as you can, because one of the greatest benefits of Pro Service is having the opportunity to build lifelong relationships with our industry’s superstars.
 
“Complying with Wage & Hour Regulations” by Bill Ford, President of Sesco Management Consultants – At Elite, we realize that in order to operate successfully, there are many facets of our business that require our attention. Having the right pay plans in place and effectively managing your employees are two important areas for us to consider. We also realize there are many federal and state laws that you need to abide by, and keeping up with those laws is a challenge in itself. Accordingly, we have elected to bring in Bill Ford, President of Sesco Management Consultants. Sesco was founded in 1945, and they are viewed today as the nation’s leading expert in HR regulations. They employ a team of expert consultants and attorneys that are up-to-date on all of the federal and state regulations.
 
The Department of Labor has targeted many auto repair shops for investigation, which has led to substantial penalties and fines. Since Sesco has a tremendous amount of experience in our industry, Bill will be providing you with an overview of the most important wage & hour regulations. In addition, he will be providing you with a number of practical, hands-on suggestions not only for compliance, but for further consideration with your pay plans as well.
 
“Understanding Your Customer Retention” by Paul Stewart, President of Auto Apps – With cars being increasingly well built and service intervals being extended, you will need to create a constant flow of new customers, while maintaining your current customers as well. Paul Stewart has become one of the industry’s leading experts on customer retention, and the amount of data he has compiled on the subject makes him second to none.
 
During Paul’s session he will share his research results on why new customer retention is so poor on a national scale. He will also provide you with comparative studies that will cause you to think about your own shop. You may be surprised when you learn how returning customer revenue compares to new customer revenue. He’ll help you better understand why referred customers are typically the hardest to please, and he’ll share some of the most common practices used by shops that are leading the industry in customer retention.
 
We know that as a Pro Service colleague, you live by the numbers, so we’re pleased to report that Paul will share the key indicators you can measure and manage in order to increase your retention by a full five percent in three short months.  There is no doubt that you invest a great deal of time and money into bringing in new customers, and an equal amount of time and money to ensure they are pleased with their service. With the competition continuing to grow, 2019 is an ideal time for you to take your shop to the next level of customer retention, and what you learn in this session will help you do just that. 

Pro Service Dinner – Now it’s time to relax, enjoy the company of your colleagues, and join us at our Pro Service Dinner. Not only will you have the chance to enjoy a delicious meal, but more importantly, you’ll have the opportunity to further your friendships with many of our industry leaders. We will provide you with more information on our group dinner as we get closer to the conference.
 
Day Two - Thursday, January 24, 2019   8:30am - 4:30pm 

Personal & Business Leadership 
 
As a business owner, one of the keys to your success is the ongoing development of your management and leadership skills, and your personal commitment to investing the appropriate amount of time into yourself as the leader of your company. This is why we’ll be devoting the entire day to work on items that are truly important to your personal success, as well as the success of your business.
 
“Goal Review Workshop” by Jim Murphy – As a seasoned Pro Service colleague, you know that there are five responsibilities of every business owner, and that each item on that list is critical to the success of your company. We’re going to put first things first by addressing the primary job of every business owner, which is setting (or calibrating) the goals of your company. Just as we have done at past conferences, we will break into small groups where you will share your goals with other colleagues and receive their valuable feedback. As a Pro Service colleague, you have been provided with the Elite Goal Setting Guide, and Jim Murphy has an expectation that each of you will come to the conference with three copies of your long-term goals. One of the copies is for you, and the other two copies are for the colleagues that will be in your assigned group. We are confident this exercise will not only help make 2019 a great year for you, but will enable you to put fine-tuned goals in place to help you build a thriving business for generations to come.
 
“Creating a Culture of Exceptionalism” by Bob Cooper – In today’s competitive environment you are faced with many challenges as a business owner. Two of the most significant challenges are keeping your service bays full and having a team of superstars that love what they do, and love working with you. We realize that there are many factors that can have an impact on both customer acquisition and retention, yet none are more important than the quality of service your customers receive. Accordingly, if you would like for your shop to be the talk of the town, you need to ensure your team is delivering exceptional service. In order to do so, it’s important to create a culture that fosters team spirit and a quest for exceptionalism.
 
If you would like every one of your employees to feel they are an important part of your organization, while delivering exceptional service at the same time, then we can help. If you would also like each of your employees to be with you for many years to come, then this session is perfect for you. Bob Cooper will be unveiling our newest contribution to your success: a step-by-step, customizable plan you can use to attract, develop, inspire, and retain the industry superstars in ways you have never seen or heard of. As an added bonus, this session will be interactive so that you can share your thoughts on what Bob is presenting, and learn from all your colleagues at the same time.
  
Lunch & Networking Session, Hosted by Elite – We will again have a 90-minute break for our hosted lunch so you can spend quality time with your colleagues, and make as many new friends as you can. Again, this is the perfect opportunity to network with some of the top shop owners in North America.
 
“Communicating Your Way Through Cultural Evolution” by Patrick Donadio – In building any great company, the leaders need to be able to communicate effectively. This entire day is devoted to the ongoing development of your leadership skills and creating a culture of exceptionalism, which is why we elected to bring in Patrick Donadio, a true communication expert. Patrick is a Certified Speaking Professional, a long-time member of the prestigious National Speakers Association, and has provided his training to many Fortune 500 companies. 

As you may recall, Patrick spoke at our 2012 Conference, and the feedback we received from you was nothing short of outstanding. Because one of our goals is to help you create a culture of exceptionalism, we have asked Patrick to focus on two areas while at the conference:
 
1. Help you understand how you can better communicate with each of your employees to build this culture of exceptionalism that enables them to develop and grow in their personal and professional lives.
 
2. Develop your company culture message to share what you have learned with your employees, and introduce the new culture to your workplace.
 
During this powerful session Patrick will help you see just how easy it is to communicate with people based on their individual personalities and learning styles. He will also share a number of techniques that will help you lead more effectively by further developing your listening skills, checking and summarizing your understandings with your employees, and providing some fun-filled discussions/group exercises as well. By the time Patrick’s session is complete, not only will you be a better communicator, but you will be on your way to rolling out your culture of exceptionalism program and enriching the lives of your employees.

At Elite, we realize you work hard to find and hire superstars. This session will help you further inspire your employees by letting them know you care about them, while creating a culture of exceptionalism that will set you apart from your competitors. 
 
Day Three - Friday, January 25, 2019   8:00am - 11:30am
 

We'll start off the day with a recap of our first two days, and then Jim Murphy will present his annual State of the Industry Report. Jim will provide you with his insights and direction to ensure that 2019 is the best year for both you and your business. Bob and Jim will then team up to announce our award winners and outline the updates and enhancements that have been made to Pro Service.

“Your Attitude, Your Choice” by Aaron Davis - Over the past 20 years more than a million people have experienced the power of professional speaker and presenter Aaron Davis. His contagious presentation style, coupled with actionable advice, emotional insights, and tangible takeaways have made Aaron one of the most sought-after speakers in the United States. As an expert on attitude, his clients have included Pepsi, Conagra, Walmart, Goodyear, and countless other global companies. During this session Aaron will share his thoughts on what you can do to inspire your team as the leader of your company and better ensure they are with you for years to come.

At the conclusion of Aaron’s session Bob Cooper will wrap up our conference with an easy-to-follow Action Plan to implement what you have learned at the conference, and help build a more profitable, successful and valuable business in the most professional and ethical way.

Food, Fun and Activities!
 
At the conference we will coordinate a Pro Service Dinner on Wednesday evening, and host lunch on both Wednesday and Thursday. For a complete listing of local restaurants that have been recommended to us, view our Restaurant Listing. We realize that many of you will make this trip a vacation as well, so we’ve done some additional research and put together a local Activities Listing.
 
Qualifications
 
In order to participate in this conference, you must be enrolled in Pro Service.
 
Enrollment Procedure – (Deadline for enrollments & hotel reservations: December 21, 2018)
 
Note - Each Pro Service Colleague is entitled to one complimentary seat. There are a limited number of additional seats that can be purchased for spouses, business partners, managers and key staff at only $148.50 each. These will be available on a first come, first served basis. Once all of the additional seats have been purchased, you are only entitled to your complimentary seat. To enroll, you must call our San Diego office at (858) 756-3102 or email us at m.cooper@EliteWorldwide.com.
 
Making your Hotel Reservations at the Royal Sonesta Hotel
 
To make your reservations, please click on the following link: Pro Services Leadership Conference, or call Sonesta’s central reservations at (800) 766-3782 and provide them with the booking code: “0122ProSer”, or group name: “Pro Service Leadership Conference 2019.” Please note that we have a limited number of rooms available for a rate of only $189 plus tax. Discounted rates are valid until December 26, 2018, and are subject to availability.
 
Ground Transportation
 
The Royal Sonesta is 15 miles/ 25 minutes from Louis Armstrong New Orleans International Airport. Please click on the following link for transportation and parking options: Getting to Royal Sonesta
 
Elite Mission Statement
 
“Elite’s mission is to use our team of the top experts in America to help automotive professionals reach their goals and live happier lives, while elevating the industry that we love so much. This mission will be accomplished without ever compromising our ethics, or the trust that is placed in us.”