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.