Operating Experience
GLENDALE, ARIZONA SHOP TURNAROUND
From a money-losing, underperforming shop to a high-performing operation in six months.
Prior automotive operating experience led by Tim Tyler.
THE SITUATION
When Tim Tyler stepped into this Glendale, Arizona automotive repair location, the shop was struggling with weak sales, poor morale, staffing problems, low billed hours, inconsistent inspections, poor workflow, pricing issues, weak accountability, and a poor customer experience.
The business needed more than one fix. It needed better people, better processes, stronger pricing, stronger leadership, and a clear operating rhythm.
Before
WHERE THE SHOP STOOD
The team consisted of:
- 2 service advisors
- 1 technician
- 5 lube technicians
What Changed
WHAT TIM CHANGED
The turnaround started with basic operational discipline — cleaning up the physical environment, establishing expectations, and building accountability. From there, the work moved into people, pricing, production, workflow, sales process, and leadership.
Building the Right Team
PUTTING THE RIGHT PEOPLE IN THE RIGHT POSITIONS.
During the turnaround, six people were replaced in order to build the right team around clear expectations, accountability, production, customer experience, and culture.
Both service advisors were replaced. Two lube technicians were replaced. The shop moved from one technician to three strong technicians.
The objective was not simply adding staff. It was building a team that could perform, hold each other accountable, and deliver a consistent customer experience.
The new advisor team was trained around:
- Better sales process
- Inspection presentation
- Follow-up and callbacks
- ARO goals
- Sales scripts
- Meetings and accountability
After
THE RESULTS
Beyond the Numbers
WHAT ELSE IMPROVED.
The turnaround extended well beyond the financial results. The shop developed a team that was happier, stronger, and more excited to come to work. The improvements continued after Tim moved on from the location.
TURNAROUNDS AREN'T JUST ABOUT SELLING MORE.
A shop can have plenty of cars and still lose money. Real improvement comes from aligning people, pricing, production, process, leadership, and accountability.
That operating philosophy is now part of the foundation of Shop Legacy Group.
Better Shops. Stronger Owners. Lasting Legacies.