CARS Executive Outlook: Craig Maidens

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.

Craig Maidens, 2024 Shop of the Year  |  Maidens Family Auto Care

Rather than focus on preventive maintenance, consumers are waiting for a major catastrophe to happen before getting their cars fixed.

There are concerns about the impact of the current economic conditions on customer behaviour in 2025 compared to the previous year. High interest rates are causing customers to be more cautious with their spending, leading them to focus on repairing their existing vehicles rather than purchasing new ones.

However, they’re not repairing them the same way they used to. The average invoice amount for repairs has increased significantly, from around $200 to more than $1,000 because customers are delaying maintenance and only addressing major issues when they arise. Rather than focus on preventive maintenance, consumers are waiting for a major catastrophe to happen before getting their cars fixed.

Repair shops these days are facing the challenge of staying up to date with rapidly evolving technology in the automotive aftermarket. Despite efforts to provide ongoing training for staff, we often struggle to keep pace with the technological advancements. This has led to situations where technicians are not fully prepared to handle complex diagnostic issues, causing additional stress and challenges. Plus, the cost of equipment and staying on top of updates is costly. Where does that money come from? That’s a challenge for shops.

Between the economic climate and constant technological changes, repair shops need to adapt their strategies, invest in the right equipment and training and find ways to effectively serve their customers in this evolving landscape.