FIXED OPS JOURNAL SERVICE COUNTER Crystal ball Cox Automotive asked franchised dealers how fixed operations will fare in 2021 vs. 2020. Their responses: Worse ............................6% Better ..........................37% Same ..........................46% Percentage of dealers who said they planned to offer consumer pickup and delivery for service vehicles this year. Franchised dealers ........48% Independents ...............15% Source: Cox Automotive Time crunch Nearly 8% of consumers delay routine vehicle maintenance, according to IMR's Delayed Vehicle Maintenance Tracking Study. Main reasons for delays: Couldn't find a convenient time 33% Cost of repair too much 30% Repair isn't important to overall driveability of vehicle 14% I don't plan on owning the vehicle much longer 4% Repair takes too long/can't be without my vehicle 3% Part not available 2% Wanted second opinion on whether repair needed 1% Other 13% Store bought The specialty-equipment industry saw a rise in online sales during the pandemic, but forecasts show a return of customers to brick-and-mortar stores. Share of specialty-equipment sales Fall 2018 Fall 2019 Fall 2020 2021 2022 2023 ONLINE IN-STORE 36% 39% 44% 44% 39% 40% 64% 61% 57% 56% 61% 60% 4 in 10 retailers/installers of specialty equipment saw sales decline last year, but a majority expect an increase in 2021. 2020 industry sales vs. 2019 INCREASE STAY THE SAME DECREASE Manufacturer 47% Distributor 38% Retailer/installer 32% 25% 28% 27% 28% 34% 41% Expectations for 2021 sales INCREASE STAY THE SAME DECREASE Manufacturer 63% Distributor 64% Retailer/installer 51% 28% 27% 39% 8% 8% 10% Source: SEMA Future Trends Source: IMR Inc. PAGE 6 APRIL 2021 S006_AN_20210412.indd 6 4/5/21 4:08 PM