CARS Executive Outlook: Ronald Tremblay

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.

Ronald Tremblay, ARA chairman  |  NATA president  | Owner  |  The Garage

The biggest business factor is your business culture. Happy staff builds great success. If you fail at this, everything else falls short of expectations.

This year will bring economic changes that may influence customer behaviour in the automotive industry. Changes like U.S.-Canada trade tariffs may increase the cost of parts and availability. Cost of living and housing affordability, EV adoption efforts may slow or increase, and political change can alter customers’ confidence. Then there’s always the question of, “Is there a recession or not?” All these factors play a part in customers’ behaviour. Many people say that 2024 was a tough year for them. This makes 2025 an opportunity to have a better year.

This is where customer experience comes into play. Customer experience is always the best factor to focus on, especially when customers are cautious with their hard-earned money. Using automated CRM technologies to save time so to focus on listening, connecting and ensuring the best possible experiences are being produced for your customer and business team. Getting the most out of your management software to help you manage workflow and vehicle inspections so that management can spend time training and coaching staff to function at the best possible level achievable in support of quality work and effective communications that contribute to the customer experience goals of your team.

The biggest business factor is your business culture. Happy staff builds great success. If you fail at this, everything else falls short of expectations. Build a happy team so you blow your customers’ minds with how much knowledge you have. That will benefit their ability to make good choices for their transportation needs and personal financial considerations.