The Leap

I have always wondered what it would be like if I ever lost my job.  After considering all options I have decided that I would really like to work for myself.  The past couple of days have presented me with an opportunity to finally take the leap to self employed.  As the events leading to my termination at Safelite were unfolding I went through the shock and grief process of losing my job, my lifeline.

Now I'm past it.  I look forward to the challenges of being a small business owner.  I am well into the process of setting up the business structure for Elements Auto Glass Repair and Replacement.  I am fortunate to have been able to work with a large number of great people in a variety of roles.  Ten years ago I was a young hard luck kid with little experience and training in anything.  I had a break in that a cousin was married to an independent auto glass technician.  He didn't pay me much, but he got me started.

When he had problems and had to lay me off, I went to work for Triumph Auto Glass.  I worked for them as a technician, CSR, operations trainer, and store manager.  As a trainer I traveled extensively and had the opportunity to see differences in markets.  It also allowed me to interact with more people whose experience I learned from.  I didn't always agree with those folks, but I respect them for their knowledge and experience and what they shared with me.  As a store manager, the challenges were many and the experience helped me grow.  On April 1st 2008, when I first walked into office and started my day with the news that Diamond Triumph was in bankruptcy I thought it was the greatest April Fools Day joke ever.  Turns out it wasn't.

I had heard a lot of bad things about Safelite working at Diamond, both in the official party line with the steering lawsuit, but also from former employees.  I was floored when I heard the news that Belron was buying DT.  I went in with an open mind anyway and for two years it worked out.  I had opportunities for new experiences.  Even as I part Safelite, I say this:  I appreciate the experience.  As an independent, I am going to take the tack that I don't need to compete with Safelite.  I believe that I can live comfortably off of their crumbs so to speak.  They are working hard to create delight for the customer.  They are spending money on technology platforms that are useful and relevant to our industry.

This industry has to be about safety first, but also about providing value to the customer.  I will rely on all of my experiences to ensure that my customers always get more than they expect.  As I write this I am confident that my leap from corporate to independent will pay off.  Maybe someday I can sell my company to Belron and retire nicely.

How To Find Value In Auto Glass Replacement.

In a world of fast paced consumerism it is sometimes hard to find value in the products and services we spend our money on.  What exactly is value and how do we find it in auto glass replacement?  Value can be defined as the amount (of money or goods or services) that is considered to be a fair equivalent for something else.  It can also be defined as a company or individual who goes the extra mile to make an auto glass purchase a more pleasant experience. 

 

When I install a piece of glass or repair a windshield on a customers car I also vacuum their vehicle and clean the exterior windows all around the vehicle.  I take time to make sure the customer understands the all safety and product care information related to their auto glass purchase.  Quite often I give them an additional quote for another vehicle.  Often I am able to refer them to related services such as window tint or other parts.  I answer any and all questions.  After that I thank them for their business.

Every customer is an opportunity to build a relationship.  As a customer I remember when I am treated to exceptional service. I also remember when I am treated like just another sale.  When a customer leaves my shop I want them to know that they have had a safe auto glass installation on their vehicle, and that I value them as a customer.  I set their expectations higher and then exceed them.  The next time they have an auto glass need they will remember exceptional service and I will be more than happy to provide it again and again.

I am fortunate to work for a company that seeks not merely customer satisfaction, but attains customer delight.  It is refreshing to work for a company that has invested in its people and culture to set expectations higher for auto glass repair and replacement.  Nearly 90% of customers surveyed report being delighted by the service they received from us.  

Find a shop that will do it right!

Folks I hope that when you need an auto glass replacement, you will heed my warning and take your vehicle to a shop that follows the ANSI/AGRSS safety standard for auto glass replacement. The severe corrosion seen in these pictures is caused by incorrect installation procedures. The rust starts when the pinch weld is scratched during the cut out of the old windshield and is not properly treated. This vehicle is old enough to have had several windshields put in it, and it has never been treated properly resulting in the rust seen here. Often auto glass technicians will see tell tale signs of corrosion around a windshield, even before working on the vehicle. This vehicle did not have any other rust on it. Eventually the corrosion would have crawled out of the windshield bed and onto the rest of the vehicle.

Without proper treatment there would be a good chance of bond failure between the urethane adhesive, the glass, and the body of the vehicle. With bond failure there is a significantly greater chance of death or serious injury during an accident.

Another side effect of corrosion such as this is that it is often like cancer in that it often comes back to some extent even when properly treated. The only true way to eliminate rust such as this is to take the vehicle to a body shop to have the metal replaced. This is an expensive process. I saw one vehicle about a year and a half ago, with stage 4 corrosion. Stage 4 corrosion means there are holes in the metal which must be fixed before a windshield can be installed. The customer was quoted $1300 for the repair by a reputable body shop. This was more than the value of that particular vehicle.

So the next time you need a windshield replaced I ask that you take it to a reputable shop that follows industry standards for auto glass installation. Believe me there are many out there who do not follow industry standards. I see their work every day.

Why Auto Glass Replacement is Not Do It Yourself!

A Call to Auto Glass Consumers.

I want to talk to you today about the safety implications of having your windshield replaced.  The AGR industry has spent a lot of money to keep consumers safe when they have a windshield replaced in their vehicle.  The Auto Glass Replacement Safety Standard was written in conjunction with the American National Standards Institute.  The AGRSS was written to protect you the consumer.  The industry for the most part I think is trying to do what is right.  Many shops are doing the right thing and following the standard.  Now I am asking the consumer to take responsibility in getting a safe windshield installation as well.

I know cost can be a factor in getting a windshield replaced.  Many consumers will call several shops until they find the best price and then select that shop.  Many times when one makes their auto glass replacement decisions in this way, they often get what they pay for.  When shopping for auto glass please make sure to find a shop that follows the ANSI 002-2002 Auto Glass Replacement Safety Standard.  It does not matter whether they have affiliated with the AGRSS Council or not, just that they follow the standard.   

What price can you put on the safety of you and your family.  Imagine that you are driving down the road and are involved in an accident.  Now imagine how you would feel if your child died because the windshield came out of your car and the roof crushed your child.   This a horrible thought to consider, yet when you make a windshield purchase you take this gamble when you use a shop that does not follow industry safety standards.

There are some other things to consider when selecting a shop.  

• What is the shops warranty policy.  An auto glass purchase is a major purchase.  Most shops have some kind of warranty.  The more reputable shops will have workmanship and parts warranty, that covers air and water leaks and defective parts.
• OEM glass vs. OEM equivalent:  Many shops will tell you that you must have an OEM (Original Equipment Manufacturer) part to have a safe installation.  An OEM manufacturer is the manufacturer that makes the glass for your vehicle when it is being built.  Most of the time there is no significant difference between the OEM and the OEM Equivalent of a part.  Often the only differences are the brand name and the price.  please remember this:  If a part or parts manufacturer does not meet the testing requirements of the Federal Motor Vehicle Safety Standards, an auto glass shop is not allowed to put the glass in your vehicle.
  
• Does your chosen shop perform windshield repair.  This is a time and money saving process to prolong the life of your windshield.  It is best to get rock chips fixed as soon as possible.  This will prolong the life of your windshield and keep it out of a landfill for awhile longer.  It will save you money over the long run.  A windshield can be repaired several times before it has to be replaced.  There are new standards for windshield repair as well.  I will be getting these links up soon.
• Does your shop waive deductibles.  If the shop you have chosen waives deductibles, then it is possible they are cutting corners somewhere else.  With comprehensive insurance, you the consumer are required to pay your deductible to the shop performing the work on your vehicle.  Many states have laws against waiving deductibles.  When you have auto glass work performed on your vehicle, your deductible is part of the shops payment.  They collect the rest from your insurance company.  If they are in the practice of waiving deductibles, then it is quite possible they are cutting corners on safety and quality to maintain their profit level.

As you can see there are many things to consider when making an auto glass purchase.  Please remember to keep safety number one among the things you consider in an auto glass shop.

A Call to the AGR Industry

If you haven't already figured it out, I am a proponent of changing the way we power our lives.  This includes not only our homes, but our businesses as well.  I don't think anyone can rationally argue for retaining our dependence on foreign oil.  Therefore it is time to move forward and repower our economy with new energy policies.  I don't know all of the answers, but we can band together to find the right answers and move into a new era of prosperity and clean air.

I estimate that Belron emits roughly 6.5 million pounds of CO2 into the atmosphere every 24 to 36 hours.  That is with 8000 to 9000 mobile service vehicles globally.  Now think about every other AGR company out driving around to replace auto glass.  This is a huge problem.  

There is huge pressure on the automotive industry to change the way they power vehicles.  I think it is time for the AGR industry to lead the way and repower America and the world.  I support both the We Campaign and the Pickens plan.  I think the Pickens plan is more realistic considering the current financial crisis.  

It is time for this industry to work with auto manufacturers to create a vehicle that can meet the needs of mobile AGR.  Not only must the vehicle be environmentally friendly, it must be able to power the technicians tools, and shop vacs.  It will have to have significant range which means electric is currently not viable.  I think natural gas in combination with solar power is a way to move forward.  The vehicle can move between jobs powered by natural gas, and use a small solar panel to power tools for the job.  The natural gas motor can back up the solar power system if necessary.

I call on all AGR business owners, managers, and executives to look at ways we can begin to lower our industries footprint on our planet.

Introduction

As a member of the auto glass industry I want to do a little part to educate the public about auto glass safety.  I will also be using this forum to discuss industry issues.  There are many forums where the direction of this industry are being shaped.  I am but a small drop in a big pond.  Most of these education efforts for consumers will be directed at my friends and family.  I hope they will pass this information on and that I can serve the greater good for our industry and our customers.

There are many industry topics I am eager to discuss in the near future.  I want to tackle the discussion that this industry needs to have about the future of its energy consumption.  Most industry mobile service vehicles are pouring between 700 and 900 pounds of CO2 into the atmosphere with every tank of fossil fuel burned.  I am looking forward to contributing to the discussions on safety in the replacement of auto glass.  This industry has made great strides in just a few years, but we are not there yet.  I want to look at how the economy is affecting this industry. This is just a short list to get started.