As the year winds down, it might feel tempting to shift into neutral. But if you run an auto repair shop, now is the time to finish strong, especially by deepening relationships with the customers you’ve already earned. A few small moves in Q4 can set the tone for bigger wins in Q1.
Here are four ways to keep customers engaged and coming back long after the holidays.
If it feels like your bays are quieter than they should be, start by checking your own records. Your shop management system already holds the key: past visits, service patterns and overdue maintenance. Pull a list of customers who came in earlier in the year but haven’t returned. Look for oil changes that are past due, brake inspections that never got rescheduled or customers who usually visit seasonally but haven’t yet.
A simple reminder about routine maintenance can show customers you’re paying attention and prompt them to act. According to a 2024 Deloitte study, 80 percent of consumers prefer brands that offer personalized experiences and reported spending 50 percent more with such brands.¹ This kind of proactive outreach not only helps fill your calendar, it also reminds customers they matter to you.
Generic outreach is easy to spot and even easier to ignore. Today’s customers expect businesses to know who they are and what they need. The good news: you don’t need fancy software or a full-time marketing team to do it.
Start small. Segment your reminders by vehicle type or visit history. Mention the last service they received or suggest what’s likely due next. Add a quick thank-you for longtime customers. Even these basic touches can improve loyalty. McKinsey’s 2025 research shows that 71 percent of consumers expect personalized interactions and 76 percent become frustrated when they don’t receive them.² And while 92 percent of retailers think they’re delivering personalization well, only 48 percent of consumers agree.¹
A small personal touch might be the difference between a one-time visit and a loyal customer.
For many shops, December is a wildcard. Between weather, holidays and end-of-year slowdowns, it’s tempting to coast through the final weeks. But that quiet stretch? It’s a golden opportunity.
Use this time to reconnect, not retreat. A quick winter readiness checklist, seasonal maintenance tips or a heads-up about limited holiday hours can go a long way. You might even offer a small loyalty incentive or a “thanks for a great year” message.
Customers notice when businesses disappear and silence can come across as neglect. Broadridge’s 2024 Consumer Insights Report found that 45 percent of consumers have stopped doing business after a poor experience, and 62 percent said they lost trust after poor communication.³ Staying visible with helpful, seasonal messages shows you’re paying attention and makes it easier for customers to stay loyal. Consistency builds confidence.
Think beyond December. If you want a strong start to Q1, now is the time to lay the groundwork.
Consider pre-booking January appointments during year-end visits. Schedule a follow-up message for customers you haven’t seen since spring. Even a simple “Welcome to 2026” offer can help reactivate customers who’ve gone quiet.
After more than one bad experience, around 73 percent of consumers say they would rather do business with a competitor. On average, 49 percent of customers have left a brand in the past 12 months due to bad customer experience.⁴ A well-timed message now might be all it takes to keep them coming back.
Q4 isn’t just about closing out the year. It’s about laying the groundwork for how customers will think of you next year. Every message, reminder and interaction between now and January shapes their perception of your shop. If you show up with value now, you won’t have to start from scratch later.
Book a demo today and see how easy it is to stay connected.
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Footnotes
¹ Deloitte. (2024). Personalization Strategy in Retail Media.
² McKinsey & Company. (2025). Unlocking the Next Frontier of Personalized Marketing.
³ Broadridge. (2024). CX and Communications Consumer Insights.
⁴ HubSpot. (2024). Customer Service Statistics to Know in 2024.