Elevating Experience. Maximizing Performance.

We break down your key performance indicators. We review effective labor rate (ELR), parts matrix, hours per RO, and technician efficiency. We find gaps that cost you profit. Then we build a focused plan that lifts revenue and gross.We track results each week and adjust when needed. We also use tools like the Honest Hour Exercise to help leadership see where time, process, and performance are being lost.

Your advisors shape the customer experience and control the flow of work. Through the CONTROL System™, we train them to handle each customer interaction with structure and confidence:Connect: Build rapport and establish a personal connection with the customer immediately.Orchestrate: Own the experience from the moment the customer arrives, including the vehicle walkaround and first impression.Needs: Identify what the customer actually needs through smart questions and observation findings.Tell: Educate the customer in plain language they understand and care about.Recommend: Make specific, prioritized recommendations and guide the customer on what matters most now versus what can wait.Outshine: Exceed expectations through care, communication, and professionalism.Loyalty: Lock in the next visit before the customer drives away.

Front Load Technique™, Game Plan Technique™, and the CPR benefits framework.This is not about training advisors to sell. It is about training them to recommend with confidence and earn the customer's trust.We also coach advisors on the Front Load Technique™ for upfront maintenance recommendations during write-up and the Game Plan Technique™ for presenting multi-point inspection findings after the technician inspects the vehicle.In both moments, we use the CPR benefits framework to explain why maintenance matters:Clean and protectProlong lifeRestore optimal performanceWe coach advisors during live write-ups. We give direct feedback. We raise standards across the board.

Strong fixed operations need strong leaders. Through the LEADER Framework™, we coach service managers and fixed ops directors on the daily habits that make performance stick:Listen: Run daily huddles, get team input, and set the tone for the day.Energize: Create culture through gamification, spiffs, and fun.Accountability: Enforce minimum standards, confront problems quickly, and use daily tracking to keep everyone moving in the right direction.Drive: Get out of the office and use Management By Walking Around to observe advisors running the CONTROL System in real time.Educate: Train and develop the team through coaching, one-on-one sessions, and skill development.Review: Audit ROs and re-inspect vehicles to close the loop with quality control.

Retention builds steady profit. We review your write-up process, inspection flow, and follow-up habits. We set clear standards that support repeat visits and long-term relationships.From the first greeting to the next scheduled visit, we help your team create an experience that earns trust and keeps customers coming back.