The vehicle population has seen record new-car sales throughout the credit boom of this decade.  Not only are more vehicles ripe for repair but diminished new-car sales in 2007 suggest a widening window of opportunity for vehicle maintenance needs by those who might otherwise be buying a new car for the family fleet this year.

Although as early as 2006, a reversal in delayed, unperformed maintenance and repair was expected, it did not materialize as expected.  In 2007, those sales again failed to materialize as forecast.  In 2008, either the industry capitalizes on this potential sales reservoir or it risks allowing an unacceptable level of unperformed maintenance to become the norm.

 
Gas prices, tightening new-car credit, and a growing consumer awareness towards maintaining "what's left" are all encouraging factors underlying whatever marketing campaigns the industry collectively and individually undertakes. 

 
In late November, due to the efforts of AAIA, USA Today published on the front page of its Money section statistics resulting from a consumer poll showing that 57 percent of drivers are already changing their driving behavior due to rising gas prices.  The chart showed that 91 percent of those changing behavior are driving fewer miles.  However, the same chart showed that 75 percent of the drivers reported having better maintained their vehicles.  That is good news and encourages all parts and service providers to further focus on such customers.

Two months ago, the importance of shops being customer-driven and developing customer relationships was addressed in this column.  As long as your business attracts and retains customers, all the changes occurring around the business can be managed.  If car counts decrease due to economic factors and gas prices, sales resulting from an increased awareness of maintenance by others can offset and even surpass previous sales numbers. It's increasingly important to take the time to listen and fully explore the service opportunity and selling moment.

The parts and service industry remains one of the most vital, integral industries in America, still local to community, city, or region, and relatively recession resistant.  Repair and maintenance will not be outsourced.  The fundamentals of the parts distribution channel are world-class and will not fail.  Access to training and information has improved, as has the training content offered. 

 
The need for more updated tools, equipment, and business software remains, but the timing is now to lease whatever you need, pre-inflation, for the upcoming business cycle.  There's no sense leaving a small emergency stash of cash in a precarious money-market fund; return-on-investment equipment for your business can provide the additional sales, employee loyalty, and profits needed.

Demonstrations of professionalism, value-added services, and a sincere interest in customer concerns will ensure a healthy customer base relative to whatever business-climate change occurs.  Count your business blessings, remain confident, lead your employees, and proceed accordingly to a happy and successful, relatively great 2008.