[Nomad]

I wonder what would happen if, when you got on the phone, you told the safelite person that for quality assurance purposes you were recording this conversation. That steering customers to another shop is both unethical and illegal, and evidence of this on the recording could be used in a court of law or given to the insurance dept. of the state.

Haven't done this but thought about it once in a while. I loose customers all the time that "don't have time right now, but I'll call ins. co. and be back later". Even after priming them most of the time I never see them again.

There is something wrong with a system where the Ins. Co. paperwork contractor also owns a nationwide network of repair and replacement shops. As long as there is no one to challenge them as to the legality of this and sue them or fine them for corrupt practices this will continue. Or maybe have some kind of campaign to prosecute the insurance Cos. that contract with them for they know or should know what is going on.

We could all put a scare into them, maybe, if we all did or threatened to do the recording thing and kept a list of witnesses (lost clients) and let it kind of leak to them what we were doing. They might be a little more hesitant to steer if they thought people were gathering evidence against them.