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Brian Moak and HEART Certified Autocare continuously shatter industry standards with astounding customer and employee retention rates. Maintaining a 95% customer retention rate and an average 14-year tenure for employees is simply unheard of amongst his peers. Within a span of 2 years, Brian has grown his company’s bottom line by 300% while maintaining, on average, an 8% growth on the top line. Brian has accomplished all of this while creating several developmental programs that have led to many more opportunities for his employees. This has enabled Brian to go from solely operating all of his locations to creating several leadership roles where employees have the opportunity to flourish and grow. He has created a culture of people who own their jobs, time, and success. They are goal-orientated and see their positions as a future, not just as a job.
For example, several of Brian’s top producing and earning employees started as porters or entry-level general service techs. His now vice president, who has full operational control of his business, started as a part-time parts runner. He moved up to salesperson, then to service advisor, then a store manager, then a sales manager, general manager, and now he is the vice president of the company. Similar stories go for his Head of HR as well as his Director of Marketing, who has been responsible for creating an average of 18% transactional growth year over year.
Brian’s ability to truly see people for their strengths, to hire and coach his team based on their traits instead of skills, and to use data as a tool to see what, where, why, and how to find solutions with his team have been achievements all on their own.
Brian is a visionary in his approach to automotive repair. He has taken an industry that typically has so many negative connotations and has completely overhauled that perception within his company. He views what others consider to be ‘problems’ or ‘roadblocks’ as opportunities and ‘expenses’ as investments, passionately teaching his team to do the same through path-forward management. Through his mission to change the industry standard, Brian has impacted and continues to positively influence all those around him greatly.
Brian Moak has continued to break industry stereotypes by focusing on a path-forward management style driven by data and vulnerability. Customers, as well as employees, are seen as people, not revenue, which, in turn, has driven revenue further and more organically than imagined. Within his shops, he has established a culture that supports development through mentorship and coaching instead of solely sales quotas and negative reinforcement. Also varying from your typical auto shop, he maintains stocked employee lounges and hosts several employee appreciation events, including an annual family event for employees to be recognized and celebrate with their families. He also created a “Heart-Bank” where employees can borrow, interest-free, up to one paycheck in advance with no questions asked. Through his drive to always maintain personal connections and an overall compassionate and empathetic method of operating, Brian has created a loyal and empowering culture amongst his employees that has spread exponentially to his customers. He also started sharing these powerful management techniques with others in the industry through keynotes at top conferences, such as Ratchet and Wrench.
One of the most significant achievements Brian has experienced while implementing all of these unconventional management techniques is the potential to foster innovation. A heart-led business culture nurtures diversity and inclusivity and has allowed his team members to share their ideas freely, without fear of judgment, opening the door to a wealth of creative solutions that have enhanced his business and empowered everyone along the way.
Brian’s management style and his achievement in leading his team in such a unique way truly speak for themselves when looking at the fact HEART Certified Autocare closed 2023 with $14 million in revenue and a team celebration worthy of that number.
Nomination Title: Brian Moak - Excellence in Management of Automotive Repair Business
