As the year winds down, it’s not uncommon to think about challenges in the year ahead and how you will be addressing them. We often hear that the things that keep shop owners awake at night include those issues that relate to profitability, productivity and shop operations/expenses. When surveyed, readers tell us they are most concerned about:

> Remaining profitable and exploring new product lines and services;

> Being able to afford special equipment and lifts;

> Retaining quality help and keeping them trained;

> Keeping up high business standards and customer satisfaction;

> Insurance, taxes and cutting expenses;

> Keeping up with tech information and new technology in cars;

> Parts quality and availability;

> Growing the business and increasing car counts;

> Improving marketing and sales; and

> Increasing vehicle maintenance sales.

As you take a hard look at your business and create strategies to overcome these challenges, think about customer expectations and the value proposition you deliver.

While the dedication and expertise you extend to fix your customers’ vehicles won’t change, the way you interact with them will. Customer attitudes and expectations will be vastly different than what you’re used to encountering, as their desire for quicker repairs, service excellence, and demand for information and value continues to accelerate.

Put on your creative thinking cap to find ways to better serve and engage your customers, and over-deliver on their service expectations. When you spend more time earning your customers’ trust and lasting loyalty, you will be taking steps to boost your profits and your bottom line. And maybe getting a better night’s sleep.