Frustrated!!!

[tracy5963]

I have been doing WSR for 2 years now . I have learned a lot in those 2 years. What I have not accomplished is how to get people that have cracks in their windshield to fix them BEFORE they start running. I see daily thousands ( Litterally) of bullsyes and star craks that need attention and drivers say oh its just a tiny one or it just happened . and try as I might I cannot get them to do the repair . Then 3 weeks later they drive up with a 30" crack .AHHHHH!!!!!
I have been doing fleet work and in the last 6 months have started adding retail cash and insurance work . I love interacting with the people I met but I am frustrated by the ones that drive by me Daily . I have tried the FREE thing don't like it . I get more response from a simple $40 sign. but I am missing 98% of the work that is out there . does anyone else feel my pain ? I know it is an ever going pain but one day I hope to find the phrase that rings the bell to get people to understand ......

[Frank EU]

Hi tracy5963. It is very frustrating when sales are slow, many of us will recognize this.
May I ask you where you are located at? North America, Europe? Is it the country side? Or a metropolitan area? How is the local economy doing? What is the average age of the vehicles? And how is your sales pitch, how do you approach the prospects? Are you a talker or a ''listener''? How about saying that you are in the business of solving problems? Hassle free and many times through the insurance? Sometimes a few little changes can make a big difference.

I do apologise for all the questions but they may be relevant to the answer of your question. In general I would say that in dealing with the public you need to know that many people simply can't see the benefits of repairs and don't realize how important it is to act timely. We do not deal with the public, we don't care because we are fleets only. But you will be surprized to know how many times we meet professionals who need education on what we do. Both in EU and the USA.

I am sure that others will be jumping in on this, if not: your question has been coverred before on this forum, just take the time to do a search, you will find many answers.
Good luck and keep up.

[Eco Steam]

I would have to agree that it's very frustrating because I think it probably happens to many Repair Techs in the business. I usually don't have issues with Customers fixing their chips, but when I do, it's this type:

Customer: "Hi there, I really need to get this star looking ding/crack fixed in my windshield because it looks like it wants to spread, what do you think?".

ME: "I can certainly Repair this Star Chip and I would have to agree that it looks like it has the potential of spreading out on you, Windshield Chips in general are SO unpredictable, you never know what they're gonna do, when they're gonna do it, or what direction they're headed. I also see that you have 2 more, 1 here and 1 there, would you like to get these fixed as well for an additional $10 each?".

Customer: "Yeah, I noticed that the Star Chip looks like it has already spread a little, and I think I really need to get it fixed because I can not afford a Replacement, but I think I will hold off on the other 2 for now because they're not that bad!".

ME: "Okay, I will get this 1 repaired for you, and if/when you're ready to get the others repaired you have my card, call me and we'll get you scheduled".

Customer: "Okay, so I owe you $44.95?

ME: "Yes Sir".

Customer: "If I decide to get these others fixed later on down the road, will it still be $10 each or?"

ME: "I'm sorry sir, unfortunately only 1 of the repairs will be $10 next time, and $44.95 for the 1st repair. Our prices are set to cost you the least amount of money the first visit, rather than having to come out multiple times, and charging the full price multiple times. This is what I can do for you if you're interested, as courtesy to you for using our services, I can take $5 off if you want to repair all 3 of them today".

Customer: " I see how it works now, and that makes sense, okay go ahead and fix all 3 of them".


Keep in mind, this doesn't always work, and I get repeat customers frequently that didn't repair the first time around, by the time I have fixed 3 chips in their windshields, they could have had it replaced....almost!

As for the cracks go, it's either you try your best to convince them to fix it the first time. If they don't, refer them to a Replacement company, one you can work with that you can make $20+ on a referral fee, and you do nothing but refer the person to the shop. Unless you do replacements as well.

No matter how you look at the situation, it is what it is and you move on to the next one and don't allow it to get under your skin too much.

Relax, and take couple deep breaths and wait for the next Customer to come along!

JJH

[quietman]

I know what you're going through. The response I get most often is " oh, that! That's been there for years." Well what the heck does that mean? I think they feel that since it's been there for that long, it probably wont run and it's very hard to convince them otherwise. It all comes down to numbers. The more people you talk to the better the odds of selling a repair. There are many other variables to consider as well. Like the mood of the person, his finances, an arguement with his wife or boss, not feeling well and so on. Just keep plugging away and out of all those next times, not now's, no time today's and it's ok, you get that guy that asks "how long will it take and can you fix it now?

[GlassStarz]

This is really a sales job with WR being the product If you are not closing close to 50% you are doing something wrong I would invest in some sales training books,tapes,dvds,or seminars a large percentage of those who fail at this do so because they are unable to sell the product any trained chimp can do a repair convincing someone that they need one is another story

[screenman]

Do not ask them if you can repair it, tell them you will.

This old saying is great.

Never sell a repair to a stranger, make them a friend first.

Have a chat, find some common ground and then tell them you are going to fix it, very difficult to say no to a friend.

Many thanks to whoever first posted that saying I have used it many times over.

[Clarity Glass]

Yes, we all go through it. But in a weird sort of way I like these people too. Because...once they've spent $200-500 for a replacement due to procrastination, it suddenly becomes a higher priority in the future and it is an easy sell. If they tell me they've had it for a year, I tell them they're lucky and in 30-45 minutes it will be repaired and guaranteed for as long as they own the car. If they object, then its "thank you sir/mam for stopping by, here's my card if you see it growing or choose to repair in the future. Next.

[GLASSTIME]

I always like to talk in past tense I guess you could say like;

Hey Mr. Jones have you noticed that UnSafe Rock Chip in your windshield? (Now you just made him realize you care about his safety), Read On!
You do want to get that fix before it spreads right! Yes of course!

Now I have had those that say this, Well I have Full Coverage Insurance they will just put me a new WS in, Mr. Jones have you ever had a WS put in your vehicle? Yes or No! I say this, IF Yes Well Im glad you had a great experiance because, You know WS replacement can be a hassle 1. you have that 4 hr wait time (you shouldnt drive that vehicle until the sealant dries) 2. whos to say it wont leak (ok it has a warranty, what if they cant or can find it, now you have another 4 hr waiting time 3. the channel/pinchweld is prone for rust, I know you dont want that! Above all Improper replacement can be Catastrophic! God forbid you or one of your family members get into a crash and that WS was improperly placed in... That WS may just come out! Niether you nor I wants to see that happen! See its there in case of a roll over it helps prevent the roof from crushing in, plus a head on collision it keeps the occupants in the vehicle, Now why in the world would you want to Replace the WS! When it qualifies for repair?

If the technology of a robot put that WS in at the factory, What makes you think a human can replicate that! ( Now by no means am I degrading replacement technicians out there doing this day in day out)

Now by o means am I saying at certain points and time does a WS not needing replaced! A friend of mine called me to ask if I would repair his WS! I said sure pal! I went over and realized that was a joke he was playing on me as someone didnt like him too much and tossed a half a center block THROUGH it!

So yes in this case it has to be replaced!

I always like to offer my skeptical clients this assurance! I Tell You What Mr. Jones, You Dont Like It.... You Dont Owe Me A Dime!!!!
They always PAY! Ill say that!



So dont be frustrated things will turn around, First get that sales pitch down pat!!!
I like something Frank said once in his post "This isnt rocket science" that can mean so much to a prospected client or even us as WSR Techs!
If you can step back and observe what type of service your offering, go after who it is your wanting to offer it too, recheck yourself as far as your professional image and just GO GET 'EM! You will see a change!

I know your into this 2nd year running, but sometimes it helps to have some encouragement! I wish you the best of LUCK!

Take Care Friend!

[candyman]

I decided to wait beside a few vehicles Saturday since the flyers weren't doing so well. I talked to one lady and she felt the rock chip could wait till it got cold. I gave her a flyer to take with her. Another had her headlights completely fogged over and almost black looking. I asked her if she could see well at night. She stated sometimes it was difficult. I told her that her headlights may not pass the next state inspection. She stated she had just got it inspected the day prior. I asked her where she had taken the vehicle and she said the inspection station did her a favor and didn't want to say. I advised her the danger to herself and to others. Her 16 year old daughter climbed into the drivers seat. It was a very nice SUV other wise. I told her the inspector didn't do her a favor if it may cost her or someone else their life or injury. I gave her a flyer and she said she was a single parent and people were always trying to take advantage of her. I assured her that the repair was needed and I would knock 20% off the regular price. She said she would call me, when she had time for me to do it. I had a quick class the day prior from one of my referal sources on what constitutes bad headlights for this state. We have inspection stations that are collecting the money but not flagging the vehicles for violations. I have three inspection stations in my area now that pass out my flyers, If that customer needs Headlight restoration or W/S chip repair. The flyers explain certified W/S chip repair and on the other side Headlight restoration and the purpose of replacement of the UV coating. I counted over 225 vevhicle in one parking lot that needed headlights or W/S chip repairs. That tells me that if the inspection stations were doing their job we might have more work than we could handle. The Tire & Btry stores that do inspections generate work when it comes to something they sell. I will keep making up packets of flyers for inspection stations and auto garages. Eventually something will happen. I mark each flyer in each packet with a code to identify that referal source. I offer a finders fee to them of $5 and a discount for the customer. I just talked my barber into advertizing my poster and passing out flyers in his shop yesterday. The local Walgreen printed on a plastic sheet two, before and after photos of headlight restorations with and inprint of my businees card at the top. All of this is in color for $1.50 each. I've started to put them anywhere there is a info board, school lounges, break rooms, community college info boards etc... I figure if I do the leg work now, the benefits will return and snowball by customer referals.

[GlassStarz]

I had a great Friend and Mentor who became a multi millionare using mailers and flyers at one time he owned the largest used cash register company in the World He always said although industry people tell you a properly constructed flyer will return 1 in 100 his experience was its really like 1 in 250 and if you dont focus your target the odds are even worse