LYNX \"REPAIR FRIENDLY\"

[Repair1]

Jeff,

Great timing I have to start this thread

[GlassStarz]

hey I bet the name isnt registered with your state or local government if you have the buisness name Windshield Repair Specialist what can they do?

[desertstars]

Nice comparison between the two major networks, Brian.

I didn't expand previously on who controls each major network because that might have reinforced the opinion that I like to beat dead horses that never really seem to die unless there is, in fact, such a thing as reincarnation.

Until you posted, I wonder how many realized the connection between the Safelite network and Safelite and the Lynx network and PPG aka Prostar?

Thank you for pointing that out.

And, I totally agree there is a definite distinction between those two networks as far as lead generation to independents is concerned.

For now, I do. Ask me that same question a year or two from now. That's what I'm concerned about. The camel's nose nudging the tent opening to be more precise.

I'll be satisfied with networks when repair possibilities are first sent to repair-only shops for final determination as to whether or not a replacement is necessary.

I'm savvy enough to determine that with a few simple questions over the phone.

That would be more than enough to convince me as well as the customer that no bait and switch tactics are involved by any network controlled by glass manufacturers.

[Scott Tyner]

Here is a helpful tip for those new in the "windshield repair" industry. I used to get the customer to call their insurance company to get an approval before I went to them.

What I finally figured out after many of them not calling me back with the approval and to set up an appointment, was that they were being steered to a glass shop being pushed by the network.

I now just ask if "what insurance company" they have and if it's full coverage. I then get them to call their insurance company AFTER I arrive at the job site. So far, I've only had one not be approved (this was a person who thought her husband had full coverage). She paid cash for the repair.

I know that most veterans know this, but many newbies do not. Hopefully this will help those people avoid the "lost jobs" that many of us suffered through in the beginning of getting our "businesses" launched.

I also agree that LYNX seems more "repair" friendly. Hopefully, more insurance companies will make the switch from Safelite.

Scott

[glassdoctor]

Does Safelite steer customers as bad if you are on their network? If there are no "little red trucks" in your area, do they still steercustomers? Why would they?

Inquiring minds

[Coitster]

GlassDoctor,
To answer your question if you are on the network they do not steer customers from you at all. I have never lost a job to Safelite since I have been on the network.
David
Coitster

[desertstars]

Does Safelite steer customers as bad if you are on their network? If there are no "little red trucks" in your area, do they still steercustomers? Why would they?

1) Yes. ALWAYS make sure you are on-line with the customer.

2) Not if they have one within 25 miles.

[glassdoctor]

Yes, I realize you can't let the customer call on their own...

I just thought that maybe if you have a contract with Safelite, that they would back off their pressure steering tactics.

Last year, I did a job where I called with the customer right there and listened to him tell the rep that he was using me... period... got the approval # and did the job. BUT, about an hour later, I get this call from a big glass shop in town asking when they could schedule my repair. You see, they got phone #'s mixed up and called me, thinking they were calling the insured. Interesting, no? To this shop's surprise I informed them who they called and that the repair was already done. He got off the phone in a hurry.

Not only that, a few minutes later I get a call from the network rep. Same thing... he also thinks he is calling the customer. This rep was pretty ticked off that he didn't screw me out of the job. I called him on his steering, he tried to deny it, etc... Sad part is, I did not document details of what what said, time and date, etc. I will have to check, but I am pretty sure it was Safelite.

This is why I have a hard time signing up with a network. Hopefully, this type of thing would change.

[desertstars]

Precisely, Glassdoctor.

I am ALWAYS on the line with the customer when the damage is reported.

Sometimes with one particular network, when I'm in a particularly nasty mood, I warn the customer ahead of time what is going to happen and I silently listen while they call it in.

Do that with that network and see what happens.

For those new people who want an education about steering, conference call that network with your customer and don't let them know you are listening.

You'll also get a vocal definition of "sputtering" if not a visual definition of "back-tracking" and CYA when you announce you've just heard everything they told your customer.

[GRT]

Every time I call "NETWORK A" for a ref #, before I hand the cell phone over to the policy holder I inform the "NETWORK A" rep that the call may be recorded for "Quality Assurance Reasons". This seems to help cut down the time the customer is on the phone with the "NETWORK A" rep. Not all of them though. If you want to set the job up before going out to the customer just use 3-way. Call the customer first, inform them what you are going to do. The reason, (To make it easier for them of course). Call "NETWORK A", get to the rep, act like the customer is there at your shop then bring the customer on the line. If the rep starts steering, just clear your throat or cough and say excuse me. At this point the rep usually ask if we are on 3-way, which I inform them, yes we are, "Do you need some more information from me?" I usually get a pissy no and a quick blow through on the pertinent info with the customer. I only do this with "NETWORK A" because "NETWORK B" has never given me a reason to have to do it.