AUTO REPAIR FRANCHISE’S TOTAL CAR COUNT HAS GROWN BY DOUBLE DIGITS EACH OF THE PAST FIVE YEARS
Christian Brothers Automotive franchise owners continue to win over customers. Since 2009, the total number of cars that Christian Brothers service has more than doubled, from 208,797 vehicles in 2009 to a projected total of 440,075 in 2014.
Our total car count grew 21.6% in 2010, 13% in 2011, 20.7% in 2012 and 12.4% in 2013 — and we are on pace to finish this year with a 13% increase over 2013.
Why is Christian Brothers winning over customers?
THE CHRISTIAN BROTHERS SUCCESS FORMULA
Christian Brothers Automotive is different than most auto repair businesses, and the difference really comes down to one word: nice. When CEO Mark Carr started his first auto repair location in Houston, Texas, in 1983, it was a fairly typical auto repair business. He was proud of it, and he liked serving customers, but a friend eventually pointed out that it wasn’t a place that customers enjoyed visiting.
“He told me it was dirty and it stank!” Mark says. “After getting over the shock, I listened to what he said and looked around. You know what? There were grease spots on the floors of the bays; the waiting area was small and uncomfortable. I took a fresh look at my business and started to put together a list of all the things customers dislike about going to an auto repair shop. Then I started working to improve every area.”
He set out to create an environment where customers would be comfortable. That includes what’s visible (lobbies that look like living rooms and repair bays that are spotless), as well as what’s experiential (sales staff and mechanics who take the time to explain what they find, make recommendations and treat customers with dignity, empathy and respect).
Today, we call it our “Nice Difference.” Our staff is friendly, helpful and genuinely interested in the needs of customers. When a customer comes into Christian Brothers, they are immediately greeted, asked what brought them in and offered something to drink. We ask if we can give the car a brief inspection to spot any other issues that they may want to address, explain any recommended repairs and invite them into the shop where they can see exactly why certain services are recommended. Our goal is to partner with customers to help them keep their vehicles safe and well-maintained.
We also do everything we can to minimize disruptions in our customers’ lives. Our complimentary shuttle car, which is often driven by the franchise owner, helps customers keep their day on track even in the face of car trouble.
When you offer exceptional service, customers keep coming back, and word gets around. We’re proud of our growth and are happy to bring better automotive service to more customers every year. We’re looking for franchise partners to help make it happen.
LEARN ABOUT THE CHRISTIAN BROTHERS FRANCHISE OPPORTUNITY
Christian Brothers Automotive has been named the top automotive franchise for three years in a row by Franchise Business Review, which tracks franchisee satisfaction. You can read several of their stories on our blog. To learn more, visit our Why Franchise pages or fill out a form to contact our team and start a conversation. We look forward to talking with you!