venting

[ChampionCHIP,wsr]

is it just me or do others seem confused when reading the article in NWRA (national windshield REPAIR association) latest edition by the new NWRA president talking about repair and replacement companies like they are the same. maybe this is why repair only companies get nothing from all the BS legislation talk. i think most people on this forum are repair only companies, does this piss you off, it does me. i am glad i did not renew my membership best 150 i did not spend.
thanks,
paul

i am sure there is more in me but this bit makes me feel a little better

[D2D]

IMO, as previously ranted, my reasons for letting my NWRA membership expire and not renew are these:

The TPA's need to be "lobbied" to allow trip charges on dispatch/work orders that do not result in a repair.
3 years ago I limited my response area to a 5 mile radius on jobs "where they called me". To prevent driving 30 miles to find out that the W/S can't be repaired and I have to call back in to cancel the order and drive away with NOTHING!
This isn't a problem anymore, I can't remember the last time I got a call.

The network contracts need to be changed so the repair facility sets their own prices and collects a "co-pay" from the insured to make up the difference. Each one of us have a unique business plan based on factors that are structured for us to generate a volume of work at prices that will result in a profit. When our price point exceeds what the network pays, by rights, we need to charge the price that will result in a profit that insure the continuation of a profitable business.

My "best guess" as to why these issues are of no concern to the NWRA is that in reality we, the "independent, small guys", don't hold any "sway". We simply don't have the "leverage". In short, they really don't need "us".

My perception is the relationships exemplified in the membership rosters of the trade organizations, as well as, the incestuous relationship that show up in the business structures of the TPA's points to agendas that appear to violate anti-trust laws.

Us "little fish" continue to be gobbled up or driven away from the trough so the "big hogs" get all the feed.

I honestly believe the only thing we can do is change the game to market the preventive maintenance service to our customers and take the TPA's out of the equation.

[DryStar]

D2D,

I share your frustrations. I've been providing free inspections for years for TPA's and the insurance companies with no compensation. Doesn't make much sense when they have other companies like (Safelite collecting these inspection fees)

Where has the NWRA been to support us? Good question. I've also supported them for years but stopped 2 years ago because felt they haven't supported us well. They have no leverage to promote us as independents. They are more then willing to collect but less willing to deliver any positive results.

I also won't provide referral services outside a 5-10 mile radius. Not much profits in doing so these days. It's all cash for me these days and I'll stay on that path.

Good Luck.

[puka pau]

The NWRA was organized by the tool vendors for the tool vendors in response to a campaign waged by the large glass companies to convince the insurance industry that the potential liability risk of authorizing and paying for WSR outweighed any potential cost-saving benefit. Imagine a WSR world without insurance companies slushing out $60 here and $70 there, where a significant majority of business was self-insured fleets and car dealers who would not only negotiate price and service but also retain technically competent, service-oriented WSR vendors for decades and individual retail customers who would be willing to pony up maybe $5-$15 max because their policy didn't cover repair! The health and welfare of the individual tech is secondary to the health and welfare of the tool vendors. It's the old "trickle-down" theory at work - remember that one? It didn't work for Reagan and it doesn't work here. Additionally disturbing is that I've lately heard rumors that the NWRA is eliminating the practical portion of the certification exam - meaning that now to acquire NWRA certification the aspiring WSR tech doesn't have to demonstrate competence or even own a box of tools; all he/she has to do is successfully complete a 40 question exam and now they too are "certified"; of course NGA certification doesn't require a demonstration of competence either which to my mind makes the whole "certification" process more than a little silly. Personally I think it's more than just a tad naive to expect that $1000 +/- in tools, eight hours or so of training and signing up with a network or two would qualify anyone to earn the equivalent of $200 or so an hour but then P.T. Barnum said a mouthful.

Cheers;

Puka Pau

[D2D]

My advocacy of minimum trip charges and co-pays is derived from the reality that each business is unique unto itself. Each with their own cost/expense structure and price point that is determined by how many "units of business" that business can efficiently process and turn a profit.

What about the guy that charges a cash price of $25 but doesn't send anything back when the insurance company pays him $50?

What about the guy that maintains a price point of $95 yet the insurance network contract states he must accept the arbitrary rate "they" negotiated with and insurance company they are the TPA for?

[screenman]

Why not start your own association, or can you get on the committee of the NWRA. If you feel it was just started by the tool vendor, which is better than no one starting it, is that because the techs could not be bothered to do anything. Just looking from an outside perspective here.

[D2D]

It may be accurate to say that this forum is our "de facto" association. And, in a microcosm, reflects the nature of our problems.

I'm as guilty as anyone can be of the apathy that is at the core of it all.

Several years ago I wrote something to the effect of the "type" of people that tend to be drawn to the "repair only" business.

And, therein lies the rub.

Those of my ilk want to work alone and be left alone. A choice made with acceptance of all the consequences.

As for me, I will never be seen at any meetings or conventions. It's just not something I choose to do.

In spite of that, I'm still amazed at how little response these threads, that discuss these issues, draw such little response.

Does "that" make my point?

[puka pau]

This issue is exceedingly complex and involves the insurance industry, networks, tool vendors, glass replacement companies, repair companies, independendent contractors, multinationals and customers (end users) as well as the twin concepts of "real" as opposed to "perceived" value.

It appears that the insurers and the networks regard Safelite (or other large companies) more "credible" or trustworthy to inspect and verify damage than an independent contractor. For better or worse, a large company such as an insurer is more likely to accept the opinion of another large company (mainly for reasons of accountability) than the opinion of an independent who theoretically could be "here today, gone tomorrow" and as such has less to lose by gaming the system than a large company - for all the obvious reasons. Fortunately, or unfortunately, that's the real world.

The are numerous strategies available to address every issue mentioned in this thread as well as some that weren't mentioned, but I can't think of any that would be acceptable to all the parties I listed above.

Ultimately, if an independent contractor is going to rely on referrals from insurers either directly or by way of the networks the contractor will have to agree to the terms, conditions and prices set by whoever signs the check. The independent contractor who finds this association unworkable should, in my opnion, either negotiate a cash price with the customer and/or present the customer with a proof of loss form to submit to the insurer.

Just as an aside, I've had several businesses in various venues both retail and wholesale in my professional life of roughly 50 years and if I had a nickel for every time I went on a "wild goose chase" for a customer I would be writing this from a beach in Tahiti while sipping on one of those tall cool ones with an umbrella in it.

Cheers;

Puka Pau

[D2D]

Being a legitimate, licensed, and properly insured/bonded business is all that's needed to perform repair/restoration on anyone's property, (home or auto) and your estimates/invoices are as legitimate as any of "the big guys".

Anyone that's been around here or in WSR for a few years has seen this coming as far as what the hacks and fly by nights have created.

You seem to try and make it sound like a noble process from the big guys perspective but I strongly suspect they are fully aware of the advantageous position they are in and are milking it for all it's worth.

[puka pau]

D2D;

"Noble" has nothing to do with anything I said. And just because anyone is licensed, bonded, insured or stamped with the Good Housekeeping Seal of Approval doesn't necessarily qualify anyone as a "legitimate" business. There are numerous ways to commit fraud in this business. The insurers are playing the odds. They consider that a large company is less likely to commit fraud because they have more to lose if discovered. However, the independent can take advantage of the weaknesses of a large company. The large company is cumbersome. The independent is nimble. The independent can offer service, price and product that the large company is either unable or unwilling to provide.

Here's an example. Twenty or so years ago I got a truck fleet account. About six months later I got a call saying that my services would no longer be needed because their glass replacement company (a regional company with several dozen locations later bought by Safelite) was going to do their repairs for two dollars less that I was charging. My service plan included doing periodic free inspections, addressing the account on Saturdays, Sundays or during the week after normal business hours, and repairing damage that their glass vendor would not address (large damage, long cracks). I counseled them about conflict of interest, the fact that their glass vendor would not send a guy and a truck out to their location on weekends or after hours (which meant that if they needed a repair, they would have to put the vehicle out of service) and that someone on the company payroll would have to do the inspections, since the glass vendor was not going to pay for a guy and a truck to drive to their location and do an inspection gratis. It took me just slightly longer than it's taking me to write this to reverse the owner's decision and retain the account - which I still have - and without lowering my price.

I realized very early on that in WSR as in other businesses that I owned or worked in that a small guy can't compete head-to-head with the big guy - whether the venue is WSR or wrestling. The more I am exposed to the type of hand-wringing that I see on this board, the more I'm convinced that there are way too many people who get into this business that have little if any appreciation of the heirarchy of business in general. Every category of business has niche markets that can be addressed creatively. The WSR independents who prospect professional offices, strip malls or insurance agents, service car dealers and fleets or set up a tent at a location are the techs that seem to kvetch the least. The WSR independents who sit home in front of the telly waiting for the phone to ring have to take what they get - and should be happy for it.

Reminds me of the old joke about the guy selling apples from a cart. Customer asks "how much for an apple?" "$25,000", the apple vendor replies. "WOW" says the guy. "At that price I guess you don't sell a whole lot, eh?" "Oh, about two or three a year," the vendor replies.

Cheers;

Puka Pau