CARS Executive Outlook: Tony Kuczynski

CARS magazine reached out to leaders in the automotive repair and service sector of the automotive aftermarket to ask them about their thoughts about the industry over the next 12 months. How will the economy impact customer behaviour in 2025 compared to 2024? What role is technology playing in repair shops these days and how can shops use it effectively? And what could impact business the most this year — is there one key opportunity or challenge awaiting shop owners? We will present their answers in alphabetical order over the coming weeks…

You can view the full feature in the February 2025 issue.

Tony Kuczynski, President, CEO  |  Mister Transmission (International)

Shops may see an increase in “Failure to Authorize” scenarios. Emphasizing value, safety and convenience will be crucial in aligning with customers’ financial concerns.

Many consumers plan to take on more debt this year to cope with rising costs and half feel they’re within $200 of being unable to cover monthly bills, according to the MNP Consumer Debt Index. In 2025, economic pressures are expected to dampen consumer confidence, influencing their willingness — and ability — to authorize auto repairs. Geopolitical tensions have added to consumer concerns.

Shops may see an increase in “Failure to Authorize” scenarios. Emphasizing value, safety and convenience will be crucial in aligning with customers’ financial concerns. The rising cost of living will push Canadians to rethink their spending. Many will face tough decisions, like whether to repair their car, buy a new one or let it sit.

Staffing remains another critical challenge. Losing a key team member can disrupt customer service and hurt financial performance. Prioritizing recruitment, training and retaining of skilled employees will be vital.

Technology is more crucial than ever in today’s repair shops. From online discovery and first contact to appointment booking, transparent quotes (with photos), authorization and payment, seamless systems enhance the customer experience. These processes have become essential for staying competitive and building customer loyalty. On the repair side, advanced diagnostic tools and support are widely available. Shops should partner with providers that offer ongoing updates, relevant training and strong support.

Whether it’s improving the customer experience or using better tools for repairs, staying up to date with the latest tech is key. A game-changer is artificial intelligence. It has the potential to improve both diagnostics and customer service. It could power bots that handle phone calls, offering better, more consistent responses. These bots are already being used today.