Customer Obsession
A clean, dealership-grade facility and a trained service advisor. We answer the phone like it is the customer's first day, and treat them like a guest from the moment they pull in.
Premium shops, powered by Auto Hospitality.
Auto Hospitality Group is a platform of independent repair shops, run by elite operators with a maniacal focus on outrageous customer service. Our average shop does 5x the national average.
The Playbook
What is Auto Hospitality?
Auto Hospitality is our operating model. We believe anyone can fix a car, but that's not what matters. The product is the experience, the trust, and the relationship.
Todd Hayes has spent forty years in this industry, growing and scaling automotive platforms. Auto Hospitality Group is his biggest one yet, forged through long partnerships with the operators he's been working alongside for decades.
Two things hold the playbook together: an obsession with the customer, and total transparency on every car. The premium price, the loyalty, and the economics all come from doing those two at a level no one else does.
Total Transparency
Every car gets the same full inspection on a dedicated lane. Findings are photographed and shown on video, so customers approve real work they can see, and we are obligated to disclose, never to upsell.
Why it works
When customers feel the difference, two numbers move first.
Everything we do for the customer compounds into the same two numbers. They're also the two numbers that drive the business: book more leads, present work with higher transparency.
Inbound booking rate
~15%→53%
Every call answered, classified, and booked against one standard.
Average repair order
~$400→$900
Complete inspections with photo and video proof let customers approve real work they can see.
The network
The playbook works anywhere.
A 56-bay flagship with a record $12.25M year in Houston. A two-bay, four-lift store doing $424K a month in Boston. The same model runs in markets as big as Houston and as small as Chattanooga — pick a market to see its shops.
14platform shops
5markets
90M+Revenue
HoustonTexas
5 shopsThe founding market - the Adams flagship, Woodlands brownfield result, a rebuild, and the NOW Houston stores make it the densest store build in the network.
BostonMassachusetts
3 shopsPleasant Car Care and JB Auto Care — the other coast of the founding story, including the biggest small-store result in the country.
ChicagoIllinois
3 shopsThe Bartel family’s three tracked clinics - a signed bolt-on group with weekend access, hospitality-first hiring, and scaled family-shop results.
ChattanoogaTennessee
2 shopsLynn Massengill’s Premier pair - rural Tennessee results showing the hospitality model can lift value without depending on a major metro market.
WaldorfMaryland
1 shopJJ Mont’s single-shop transformation: about $135K a month to a $600K peak month on the same playbook.
Results
Operating results across real shops.
We post our numbers because we believe transparency is important. Below you can see how we've grown every shop in our portfolio — brownfield, greenfield, bolt-on — or through our AutoShop Answers training network.
Adams Automotive BlalockFounding
Houston, TX - founding family flagship
- Current TTM
- $10.1M
- Record year, 2023
- $12.2M
- Record month, Jun 2023
- $1.2M
- revenue scale
- 4x+
The Adams family ran this Houston shop at roughly $2.5M-$3M a year for about 40 years. Todd Hayes stepped in as GM in March 2020 - the start of COVID - doubled revenue in four months, and the single store climbed to roughly $8M in 2021 and $12.2M in 2023. That climb drew the magazine covers and the industry's 'how are you doing this?' demand that became AutoShop Answers, now taught out of this 56-lift flagship. Glenn Piccolo now gives the flagship a public operator voice on Master Tech to Millionaire. Blalock currently runs $10.1M TTM, with a $12.2M record year in 2023 and a $1.2M record month in June 2023.
“He came into our family business in March of 2020 - the worst possible moment, the start of COVID - and just running his playbook as the GM, he doubled our revenue in four months.”
Timeline
- Pre-2020~$3M/yrlong-term family-shop baseline
- Mar 2020Todd arrivesAuto Hospitality playbook installed
- 2023$12.2Mrecord year
- Jun 2023$1.2MRecord month
Where we're going
We've built the platform — now it's time to scale.
14platform shops today
→100+operator-led bolt-ons in this chapter
We believe the way to grow this is to teach our playbook to the market, and partner with the best operators we find running it on their own floors.
Read on for how operators get involvedThe partnership
AutoShop Answers is our path to partnering with the best operators in the industry.
The two-day class teaches the playbook to the market and quietly reveals which owners actually implement. The ones who do walk a clear path onto the platform.
01 - Train
Two days in Houston. The whole playbook.
One weekend a month, owners and advisors fly in for fourteen hours of the operating model: phones, the inspection lane, the sales presentation, and the pace in the bays.
Why give the playbook away? Because the best operators do not need to be sold a theory. They want to see the numbers, learn the plays, and prove they can run them.
~500 companies trained50-60 owners and advisors a month14 hours of the operating model
02 - Implement
Go home and run it on your own floor.
The class is the easy part. Implementation is where most owners stop. We watch who adopts the hard changes: phones, inspections, advisor language, follow-up, and callbacks.
- Call openings and phone scripts answered like it is the customer's first day.
- Marketing judged by booked work, not vague brand activity.
- Complete inspections with photos and videos on every car.
- Advisor presentation and follow-up on a cadence.
J.J.'s Auto Service - Waldorf, MD - same shop, same owner, the playbook implemented
03 - Pre-integrate
Plug into shared services.
Operators who run the playbook are already on our rails: same scripts, same vendors, same shop systems, and the shared-services layer ready behind them.
Shared call center
Calls answered, classified, booked, and scored centrally.
Marketing engine
Demand tracked from first click to closed repair order.
One back office
NetSuite, Ramp, vendor bills, margins, and close discipline.
Recruiting & training
A bench of advisors and technicians developed before they are needed.
AI ecosystem
Calls, invoices, and inspections audited behind the human relationship.
Daily scorecards
Every key person sees every store before the first customer arrives.
04 - Partner
Join the platform. Keep building.
When the operator and the numbers are real, the first question is operational fit: does this owner want the platform, the daily standards, and the shared team behind the store?
The deal structure follows the relationship. Some partners join as bolt-ons, some keep meaningful leadership roles, and rolling equity is the upside kicker after the store and the platform are already working together.
Optional upside math
Rolling equity is not the pitch. It is the kicker after operator fit, platform fit, and store proof are real.
- Sale value - 5x of $1.0M EBITDA
- $5.0M
- Cash at close - 75%
- $3.7M
- Equity rolled into the group - 25%
- $1.2M
- Future value of rolled equity - 4x growth
- $5.0M
- Total to the operator
- $8.7M
Illustrative math only. Not a projection or an offer.
Reach out
For shop owners who want the playbook, the platform, and a bigger ceiling.
Come through training, prove the operating model, or reach out when a conversation makes sense.