Christian Brothers Automotive Corporation: A Franchise Built on Faith

by Patricia Schaefer

Christian Brothers Automotive Corporation (CBAC) was founded on the principle of serving both God and people; that is, to treat customers in a professional manner with honesty and integrity. In fact, the mission of CBAC is: "To glorify God by providing ethical and excellent automotive repair service for our customers, according to Colossians 3:17, 'And whatever you do in word and deed, do all in the name of the Lord Jesus, giving thanks through him to God the Father.'"

Through this simple yet powerful philosophy, Christian Brothers Automotive has achieved considerable success in the automotive repair franchise industry. President and CEO Mark Carr remarked that women in particular -- often past victims of disreputable auto repair shops -- have become the majority of their customers. One such woman excitedly commented to Carr about a Christian Brothers' bill, "My bill is actually less than the estimate!"

Carr opened the first CBAC in 1982 in Mission Bend, Texas. Customers reacted favorably to a shop where the owner was on site at all times, and to being treated in a professional manner with honesty and integrity; not always a standard practice in the automotive service industry.

After successfully assisting friends in the mid-nineties with the opening of their own auto repair facilities, Carr realized that the next logical step was to turn his attention to opening new stores and becoming a franchisor, and that his vision for Christian Brothers Automotive had the potential of changing the face of the automotive service industry. CBAC began selling franchises in 1997, and today they have 37 franchises. Located in Georgia, Kansas, Missouri, Oklahoma, Tennessee, and Texas, Carr projects that CBAC will be adding 10 to 15 stores each year for the next five or six years. In the long-term, he'd like to see stores in every U.S. state.

In addition to their goal of excellence and honesty, Executive VP of Franchise Development Josh Wall says CBAC "wants to be the most unique experience customers have ever had at an automotive repair facility." This includes aesthetically pleasing storefronts and facilities, as well as customer waiting rooms that are designed to be like a living room. A typical customer remark is, "Wow, this is as nice as a Doctor's (or Dentist's) office."

And this, says Wall, is where it starts but doesn't finish: "Customers are actually encouraged to ask questions about needed service or repair. CBAC technicians are happy to explain why something is needed, whether it be repairs or necessary vehicle maintenance. And if a vehicle doesn't need it, we won't suggest it." Others come in looking for a reputable shop after spending a lot of money elsewhere and still having car problems.

Now that CBAC is expanding its franchised operations, just how do they ensure that each franchisee is keeping with its goal of honesty and integrity? Carr states that in addition to Corporate doing franchisee financial statements, payroll, bank reconciliations, and analysis, programs are in place that examine key factors to determine compliance; i.e., repeat-customer statistics are analyzed for each franchise to see if customers are satisfied and returning. According to Carr, customer complaints filter back to Corporate, each and every one is looked into, and "99% have proven to be unjustified."

Not just interested in keeping customers satisfied, Carr said that soon after opening his first store, he implemented a change to keep his employees happy as well. And it's a practice that he continues to this day: His repair shops are closed on both Saturdays and Sundays. In a business that Carr says typically experiences a technician turnover rate of about 65%, his business boasts 11%. This he attributes to his technicians not getting worn out, having the ability to have two days "rest" and a balance in their lives; thus leading to quality work and high morale. "Profits aren't worth it if everyone here doesn't have a balance in their lives. Morale goes down and turnover goes up. I feel it's my responsibility to provide for a balanced life."

And what is CBAC looking for in a prospective franchisee? Basically an individual with some middle management experience, someone who can manage people and money, has a good personality, and, according to Carr, "belief" is important: "If someone has an attitude to serve God and people, we give them an opportunity for that." He says they turn down about every five candidates for each one accepted, but that the reasons for being turned down has had nothing to do with their belief.

In addition, prospective franchisees need to know that, in keeping with past and present company practices, franchisees may only own one franchise. CBAC's core values dictate that the owner is on-site to operate the business full time, and must be present in his facility 45 hours a week. Thus, it is impossible for an owner to operate more than one location

Some of the incentives for joining the Christian Brothers team of franchisees, says Carr, include the following: "100% franchise success rate, profits off the 'net' instead of 'gross,' guaranteed life and health insurance, a company that is upfront and honest, and a franchise fee that includes 'everything.'"

And what advice does Carr have for customers who are not in the geographic proximity of a Christian Brothers Automotive facility - and are looking for an honest and reputable auto repair shop?

"People can lie, and cheat the average customer. Find a shop that's really busy; that usually means they're honest ... unless they're the only shop in town."

Copyright 2006, Attard Communications, Inc.