Brett Ponton
Analyst · FTI Consulting. Please go ahead
Thanks, Effie. Good morning everyone. I'd like to welcome you to Monro's third quarter fiscal 2018 earnings call. I would like to start with a brief overview of our third quarter results followed by an update on the progress we've made on our strategic initiatives. As expected, comparable store sales were volatile throughout the quarter ending with the decline of 3%. As was the case last quarter, negative traffic was partially offset by a higher year-over-year ticket. This was particularly true as we lapped an increase of comparable store sales of 15% in December of last year. To provide you with additional color, our monthly comparable store sales were negative 3% in October, negative 1% in November and negative 5% in December. From a regional perspective, we once again saw outperformance in our southern markets as compared to our northern markets with our stores in the south comping positive in the quarter. When we look at sales by category as provided in this morning's press release, we saw declines across the majority of our service and repair categories. In our largest category, tires, we experienced a decline of 4% in comparable store sales, reflecting a decline in yields of 5% which were not surprisingly led by declines in December. This was partially offset by a 1% higher average ticket in the quarter. We also continued to see consistent and a rational retail tire pricing across our major markets. In our fiscal month of January which started on December 24th and ended on January 20th, comparable store sales have improved to an increase of 1% or 2.5% when adjusting for the holiday calendar shift. And thus far in our fiscal month of February, our retail comps have accelerated and are up approximately 4%. The holiday calendar shift in January reflects the shift to the Christmas and New Year's holidays from Sunday to Monday. This is a headwind for us given that our sales on a Monday are an average two-times higher than a Sunday, which is our slowest sales for the week, slowest sales day of the week, given that approximately 1/3rd of our store base is closed. While third quarter results on an adjusted basis were in line with our internal expectation these results are far from where we want them to be. We know we can do better and we have moved quickly to launch a number of strategic initiatives that will get us there. More specifically, since our last earnings call, we have completed a rigorous business assessment which has further highlighted the significant opportunity we have for improvement, particularly as it relates to our instore execution. As we previously discussed, we believe that by delivering a high quality and consistent experience to our customers, we can improve customer retention and over time drive higher customer lifetime value. This will enable us to drive traffic back into our stores which we believe will lead to sustainable growth in comparable store sales and higher profitability. Based on our findings, we have developed a game plan to strengthen our five areas of focus which include store operations, marketing, our team mates, omni-channel, and acquisitions. While we have made progress across all areas, there are a few important initiatives that I would like to highlight. Starting with our first strategic area of focus store operations. One of the most critical initiatives underway is providing a consistent best-in-class experience to our customers across our over 1100 company stores. To achieve this, we've kicked off our store operational excellence initiative we fittingly named Monro Forward. This key initiative focuses on setting brand standards for how we look and how we operate. First on how we look. Monro is a company that has grown through decades of acquisition activity which has resulted in a store base that includes a wide range of store sizes and configurations. Our objective is to drive consistency in our store appearance and store layout across our markets and store formats regardless of structural differences. The outcome will be a [white] [ph] store refresh which modernizes our store appearance and establishes clear standards for our retail banners. This fresh and modern look will carry into the store and extend a visual merchandising and customer amenities. We will also update how we communicate in store with our customers by simplifying and updating materials such as service estimates, invoices and inspection forms, so we can better inform our customers about their automotive needs and the service options available to them. Additionally, at some point in the future, we also introduced an interactive tablet for our customers that can further rate and streamline the sales process and enhance our customer experience. We are currently in the process of segmenting our stores by format and size to determine the investment and timeline required for this [slight] [ph] store refresh which we will share with you on our next earnings call in May. How we look also extends to what we sell. We want to optimize our product mix in our tire category. When we reviewed our tire assortment, we took a more granular approach to category management and we identified several gaps in our tire offering particularly in our mid-to-higher price points. To address this in the near term, we have already started to make changes to our mix. However, to truly optimize our tire assortment, we will line every stores inventory to its local demographics and vehicle population. So, we can truly offer our customers the right tires at the right price. We've also optimized this updated tire mix through clearly defined good, better, and best product options. To support this stronger merchandizing strategy, we are working with the point-of-sale partner to evaluate our in-store product materials and visual merchandizing and refine our selling approach, so that our team mates can properly educate consumers on the benefits across our good, better, and best product options. The combined effect would be to maximize our ticket and drive higher conversion through an improved customer experience in merchandising strategy. Turning to how our stores operate. We want to get it right the first time every time. That means setting high standards of performance for our team mates. This starts with understanding the critical moments in-store that separate a good customer experience from a bad one. We will leverage best practices from both inside and outside Monro to help us define those moments and the in-store procedures and practices that we want our teammates to follow. Our objective is to ensure that we deliver a best-in-class experience to every customer at every store every day. This new playbook will be supported with new training for our teammates delivered through a cloud based learning management system. Our playbook will also define the roles and responsibilities of our teammates in-store, which will set the foundation for a new career development plan at Monro which I will discuss in a moment. We believe these actions will ensure that our teammates are well trained with [assist, educate] [ph] and address our customers' needs providing an in-store experience that is worthy of our customers trust and long-term patronage. To ensure we reach our objectives, we are increasing transparency and accountability throughout the organization by providing the right tools to our field managers, so they can enact real change at the store level. To do this effectively, we are investing in leveraging technology. We are currently testing new handheld web product tablets with software designed specifically for our industry. These will allow our field managers to evaluate and manage their stores performance across key performance indicators. These include the ability to trap traffic, sales mix, staffing, margin, customer appointments, as well as customer reviews and allow managers to trap these metrics versus budget and historical trends and versus their peers. These dashboards also enable field managers to correct teammate's progress with respect to training and certification goals and requirements. Overall, these dashboards reduce the time spent by managers identifying the underlying cost performance issues freeing out more time for coaching that'll enable real improvement. To drive visibility and accountability in the field, we're implementing a standardized store review process that our field managers would use when they visit stores. This cloud based store report will set expectations for teammates by incorporating the same KPIs accessible in the dashboard. We'll also include quantitative matrix such as a rating for store appearance and in-store execution assessment to measure the customer experience. In all, both the dashboard and the store report will provide field managers with the analytics to help them effectively manage their store base as well as the ability to measure the progress of our Monro Forward program. We expect both of these tools will be rolled out to the field by the end of this quarter. To help us effectively design and implement the Monro's Forward program, we've hired a third party, a firm which I've had great success with in the past. From a timing perspective, we expect our updated tire merchandising strategy will be implemented by the middle of fiscal 2019, with respect to our store refresh, instore procedures and employee sales trading, we've already begun the first phase, the design and planning process which we expect will also be completed by the middle of fiscal 2019. We have which one, we'll begin a pilot across three select markets. We expect the roll ups to our over a 1100 company stores would be a multi-year initiative. To ensure there is minimal disruption to the business. What's rolled out are stores who will have a consistent look in field, regardless of market or store format both inside and out. And importantly, from an execution standpoint, our teammates will have the tools and the training to deliver a customer experience that surpasses our customers' expectations. Turning to our second area's strategic focus; our marketing strategy. Today, the majority of our marketing is product focused being primarily offer-based and centered around oil change promotions. We'll be moving to a marketing program that is customer focused and leverages the robust data we have in our CRM database to deliver the right message with the appropriate product and service offer to our customers at the right time. More specifically, we will leverage will be know about our customers vehicles, their buying habits, and OEMs maintenance tables to tailor a timely message regarding upcoming needed service or parts replacement. By engaging with our customers in a smart and appropriate way, we can improve customer retention, drive higher marketing productivity while putting forth a marketing message that encapsulates the true breath of our service offering and reinforces our strong value proposition. Turning to our customer acquisition efforts. We've hired a customer analytics firm to provide market segmentation and demographic information with a geographic area surrounding each of our stores, so that we can identify potential Monro customers and directly market to them. By leveraging these customer analytics, we can also identify which of our stores are underperformers relative to the size of their potential target market and better focus our attention to driving improvement. Additionally, we can also use this customer information to help us in choosing Greenfield locations as well as identifying favorable markets in which to pursue acquisitions. Finally, we're also committed to ensuring that the Monro brand is well represented online. That means cert change and optimization and local risky management to ensure our customers can find us. It also means creating a presence on social media and effectively managing our online reputation. Through our new dashboards, we are able to zero in on our stores with a lowest online customer ratings and address performance issues through our Monro Forward program. We also ensure that the stores which are providing exceptional customer service are accurately reflecting that and customer reviews online. From a timing standpoint, we expect to complete the work to our marketing strategy by the middle of fiscal 2019. We got a lot of ground to cover but we're off to a great start. Our third area of strategic focus is on our teammates. Monro's long-term success will ultimately be based on our ability to effectively attract train and retain talented technicians. Therefore, it is imperative that we have the internal resources to offer our teammates the technical training needing to affectively serve our customers as well as a clear path for career advancement. As I mentioned earlier, as part of the Monro Forward program, we're developing a comprehensive learning management system, an onboarding program we have named Monro University. With the increasing adoption of technology in newer vehicles, we want to ensure that our over 7000 field teammates receive consistent and ongoing high quality training that will support them through the clear progression and allow Monro to capitalize on the continued market shift from DIY to Do it For Me as vehicles increasingly become more complex. As we enter the new fiscal year, we will revise our store compensation model to a more balanced score card. One that is driven by performance on sales, profitability and customer satisfaction. Our stronger field team model also helped to optimize our store staffing. As we previously discussed, our store scheduling process is currently done by hand. Our assessment has highlighted a large number of understaffed stores and a significant number of stores which appeared to be overstaffed. To bring better alignment to our store labor, we are once again investing in technology and expect to begin rolling out our electronic store staffing model in the fourth quarter of fiscal 2019, which leverages detailed sales data to more effectively staff stores not only with the right number of technicians but also match the appropriate complement of technical abilities based on the mix of services historically provided in each store. The adoption this technology will allow us to better track and manage employee productivity and ultimately provide greater bandwidth in our store labor to drive sales while improving our customer experience. With respect to our four strategic focus area and looking beyond our store footprint, we're making progress in delivering a true omni-channel experience to our customers. In fiscal 2019, we'll upgrade our website to a mobile capable architecture as well as add new content and make improvements to our user experience. We will also be building the capabilities for a seamless omni-channel experience, one that allows customers to view and purchase available tires online and to seamlessly make an appointment for installation at a nearby Monro location. Once completed, we believe these omni-channel capabilities will significantly enhance our customer experience, drive traffic towards stores and favorably reflect on our brand. Our revamped website will also have a capability to seamlessly integrate with multiple 3rd party online tire sellers. As we discussed on our last earnings call, we are engaged with a number of online tire sellers as a preferred installer. While still representing a small percentage of our business, these installations are very profitable with a high average ticket that is comparable to our corporate average and just as important, half of the customer sent to us from these online sellers are new to Monro, making this a meaningful traffic driver. Also worth noting, as part of our assessment, we discovered that Monro is one of the only tire sellers online to include installation in the pricing of its tires, unless consumers closely read the small print, this may give the appearance that our tires are anywhere from $17 to $20 higher than many of our online competitors. The reality is our pricing is in line with those of our largest competitors in our major markets. To alleviate this potential misperception, we will be unbundling the price of our tires in installation. We expect this change to be completed by the end of the fourth quarter. As with our focus areas, we will be using analytics to drive our pricing strategy going forward. Turning to our fifth and last focus area; acquisition. I believe the successful completion of the initiatives related to the other four strategic areas I just discussed, we'll drive a stronger more scalable business model capable of more efficient acquisition integration with higher returns on investment. With the passing of corporate tax reform, we do expect to see some pickup in acquisition opportunities as we lookout to fiscal 2019. We have a disciplined approach to acquisitions which we will continue to follow and build upon. Additionally, the investments we are currently making will only help us integrate these future acquisitions that much faster. As you may have seen this morning's press release, we signed a definite agreement to acquire seven stores which nicely fill in our existing footprints. With annualized sales of approximately $7 million. As we look ahead, we remain excited by our M&A prospects with a strong acquisition pipeline and more than NDAs on opportunities ranging from five to 40 stores. To conclude, as I reflect back on my six months at Monro, I'm pleased with the steps we've taken and I'm confident in our detailed assessment of the business. The opportunities isn’t covered and the plan we put in place the drive, change throughout the organization. We do not expect to see improvement overnight as these initiatives will take time to implement. But I'm confident that our investment in technology, our dated driven approach coupled with strong and disciplined execution will deliver long-term profitability and value to our shareholders. On our fourth quarter earnings call in May, we'll be laying out a three-year plan reflective of our business transformation which went through to a series of benchmarks to track our progress. As we discussed on our last earnings call, we believe many of our initiatives can be executed by reprioritizing our capital investments and this would not significantly change our company's investment profile. Having said that, with a significant benefit, we're projecting from lower corporate tax rate in fiscal 2019, we are considering taking a portion of these tax savings and accelerating our investments in fiscal 2019 to fast track many of our initiatives. We are still working through our fiscal 2019 budget and will provide an update on our capital expenditure plans and financial targets on our next earnings call. And with that, I would now like to turn the call over to our Chief Financial Officer Brian D'Ambrosia to provide a detailed overview of our third quarter results.