Business Insurance Update

[Dave M]

This is what I have done for the past 14 years and never have I lost a customer. If it's the first time you've done a repair for this customer thoroughly explain the repair process. Explain to them that the glass is already cracked and that during the repair process there is always a remote chance that the crack (star, bullseye) could expand and than would need to be replaced. If this does happen you are not liable for the replacement cost of the windshield....very important you mention this!
Ask the customer how long the break has been there? If it's fairly new tell them if the repair is not done, that chances are the windshield will brake further and would have to be replaced anyway!
The customer who is on top of things will ask how many have broken while you are doing a repair. I can't answer that for you, but be honest. If one or two have broken, tell them.

[StarQuest]

Dave M,

I'm sorry.... but I didn't fully understand how your last post was related to the first original insurance post. What you wrote was good shared info but wondered if you meant it to placed on another thread?

[Dave M]

Nope, correct thread. I was responding to post # 10.

[StarQuest]

OK, read the #10 post 3 times and still left somewhat confused.

Insurance companies, whether it's RLI or anybody else....won't cover a windshield repair your working on...unless something falls from the ceiling of your shop or from the sky that causes it to break out. My best advice to everybody is just make sure you read the fine print on your policies! That's the info that goes to court when a dispute takes place. Better yet, have a attorney or CPA look at it and help educate you about your policy.

If you fall off a ladder during truck fleet work or somebody trips over your tool box or equipment and gets injured, I think your covered even with RLI.

I have to admit I've experienced 7 break outs in 12 years. I always have felt bad about them and have either offered customers a glass service shop that would cover their deductible or I paid the amount of my repair towards a replacement.

Do I ever tell a customer windshield may break out during repair and if it does... sorry but I'm not responsible? Never had and never will. In 12 years of glass services, when something goes wrong on my end I'll always take responsibilty.

If you get really good in this biz repairing, you shouldn't worry to much about crack outs. JMHO

[Dave M]

Sorry to hear you're confused. My post (#11) was in response to Hack Job Bob's statement on covering his___.
Sorry to read that you've had 7 break outs in 12 years. I felt really bad also, with the 2 I've had in 14 years. We each operate our business in whatever way we feel best.
I believe I'm the best repair tech is my area and am very successful. I worry about a "crack out" on just about every repair! Does that make me a bad repair tech?
Now, we're really getting off subject.

[Dave M]

Just had to ad this. Starquest, so on those 7 breakouts, you never paid for the full cost of replacement? You either directed the customer to replacement company that would cover deductible or put repair cost toward replacement.
Would'nt taking responsibility mean paying for the whole cost of replacement?

[harrellbenjamin]

Why would anyone take responsibility for damaging a W/Shield that was already damaged???? I always teach them (customer)that their windshield is damaged.If it cracks on me its because its already damaged and most of the time we can save you further damage.In the event of further damage do to our attempt to"help you" avoid any further damage sometime this will happen.In that event we will not charge you as a "courtesy"

To not get off track and get people ranting........If you look at the difference in price for getting a garage keepers policy you could afford to put a lot of windshields in yourself.My receipt states and they sign that I am not responsible except for the price of the repair to any damage that happens during repair.WHY?????????BECAUSE ITS ALREADY BROKEN

[Brent Deines]

My invoices had a similar statement, but on the two occasions that I had severe crack outs I still offered to buy the customers new windshields. The customer declined in both instances but very much appreciated the offer. In one instance I was doing a demo for a glass company, so all it cost me was some good natured ribbing. In the other instance it was a woman that worked for one of my loyal insurance agents, and she simply chose to run it through her insurance company. I did however pay for her deductible out of my own pocket. I had a glass shop so I still came out on top, but I would have offered to replace the glass for free even if I hadn't.

The way I see it is that if I hold $1 out of every repair I can self insure for almost everything. For me insurance is only for the big stuff. I only had to use mine once, and that was because I had a very unreasonable customer. When finishing a repair an employee accidentally dripped a drop of pit resin on the cowl of the car and did not notice it until it has cured. The customer would never have noticed, but I felt obligated to point it out, and offered to have the cowl painted. At first he declined saying that it was an old car and no big deal, but then greed took over and he insisted that the entire car be repainted. I turned it over to my insurance company thinking they would only pay for the cowl to be painted, but as it turned out he got the brand new paint job and I paid a $500 deductible.

It's not that I feel it is necessary to offer to pay for a customer's windshield if it cracks out, I just feel it's the right thing for "me" to do. Still, I always recommend that new technicians ask the customer to sign a waiver of responsibility in case the glass cracks during the repair process. How they handle it when it happens, and it will happen, is up to them, but the waiver makes the new technician a bit more comfortable, and alerts the customer to the possibility of a crack out, now matter how remote that possibility might be.

My basic philosophy is that we should always strive to go beyond customer expectations. Under sell and over achieve whenever possible.

[harrellbenjamin]

I must admit though ,that if I had a problem with a crack out with a major customer if there was any hesitation/question on the Managers part about responsibility I would call my Glass replacement contact ($150.00 avg. cost) and have the problem taken care of.Easy to recoup the next time through that stop.Even easier to lose a good stop.............

[glassdoctor]

It's a huge grey area.

The only way I can see paying for a new w/s is like harrell says... to "take care of" a good account. It's better to keep the cash cow happy than fret over $150.

But for an individual job? Unless you screwed up and you know it... it's not right to have to buy a new w/s because it could not be repaired. Of course you can offer to if it makes you feel better.

I would say many crackouts are not the fault of the tech... there are some breaks that are unstable and can crack even with a textbook repair process.

On the other hand, it's human nature to think it's not your fault. You know... when the competition breaks a w/s, it's because they suck, but if "you" have one break, there's nothing you did wrong... just a bad w/s.

Right? lol

It's easier to see a mistake or something you could have done different, AFTER the fact. Hindsight is 20/20. Still, unless you were just sloppy or did something stupid... you should not be on the hook for new glass. Unless you are my competitor... then it's always your fault and you should go out of biz buying new glass, lol!!!