Safelite Steering

[Brent Deines]

This is just another example of Salesmanships vital part in the buisness you can train a monkey to do repairs (hell even Brent can do it LOL) the buisness end is where most fail and dealing with the insurance companies is something you have to learn to do if you want to make money doing retail

Hey, I resemble that remark!

[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.

[Brent Deines]

Recording calls is a great idea, and is being done by others. Just be sure you do it legally. http://www.rcfp.org/taping/

I haven't had to deal with the issue for awhile, but I remember how uneasy some customers got when I would inform them of their right to choose where they wanted to take their car, and what they might expect to hear from the TPAs when we called for claims approval.

Unfortunately many people are afraid they will tick off their insurance company causing their rates to go up, and sometimes even the most rational reasoning will not convince them to stand up for their rights. This is especially true of new customers that don't know you from the competition. They are often only too happy to take their car to a name they recognize if the TPA recommends it.

The customer just doesn't understand what goes on behind the scenes, and it is often very difficult to educate them without scaring them away. Still, we must try!

[StarQuest]

I've ran into a few problems in the past with SGC when they told customer they couldn't find my company in their system. Not sure if it was intentional or not though. Once I provided CSR's with an approved shop# and customer with laminated copy of my vendor status... everything went fine and never lost a repair over it.

What I found really interesting is some of these CSR's work from home. A CSR guy I spoke with recently was handicaped and told me it was one of the few sources of income he could find to help provide for his family. So you really can't say SGC is all bad.

Here's a thought? Instead of fighting them just join them and have your stay at home other apply for a CSR position! I'm sure that would help increase your local referrals

[SGT]

Brent,

Quote: "Unfortunately many people are afraid they will tick off their insurance company causing their rates to go up, and sometimes even the most rational reasoning will not convince them to stand up for their rights. This is especially true of new customers that don't know you from the competition. They are often only too happy to take their car to a name they recognize if the TPA recommends it.

The customer just doesn't understand what goes on behind the scenes, and it is often very difficult to educate them without scaring them away. Still, we must try!"

Have to agree here with you Brent. I always try to put myself in the customers position. Here on the east coast I think people in general our more aprehensive about things than maybe other parts of the country but the problem is nationwide. Especially with insurance claims.

In addition to not understanding what goes on behind the scenes, the customers do not care and nor should they. All they need to know is I have a chip/crack and I want it fixed. Yes, we have to be vigilent in trying avoid the steering tactics but at the end of the day if you loose a customer, oh well. Yeah it sucks and pisses me off but I do not have the time or energy to try and fix the problem. The aggravation and time spent potential reminds me of when I used to direct bill. No thanks. I have learned to pick and choose my battles. As a part time WSR tech, with a full time career, husband, father and still running a successful business I need to streamline my time so I leave the big battles up to the people with the juice such as the NWRA and others. Can they fix the problem? Yes, No, Maybe, I really do not know. Do they want to fix the problem? Yes, No, Maybe, I really do not know. There are a lot of politics at that level, especially when a board member is from SGC.

Sometimes the game changes and you have to learn how to adapt or you will be sitting on the bench. Play ball!!!

Starquest,

Sometimes there is some wisdom in the old saying "If you can't beat them...Join them!"

Sorry for the ramble...

[boyd]

1. Do the repair

2. Get paid

3. Hand them the receipt.

4. Tell them to contact their ins. co. to get their $ back.

[daytrader]

I really do not under stand some repair techs problem with Safelite auto glass.

I recommend them almost everyday.

I do not replace windsheilds, I market and fix them.

Just to get an idea. For what it could cost to fix 4 rock chips. I can have a brand new wind screen installed.

I had a 2000 freightliner that needed 3 rock chips in ONE of the windsheild and 4 in the other. I was able to have safelite come replace BOTH for 120 bucks the next am. I saved the company a hundred bucks. I didn't make anything off that truck. but the other 6000 trucks. I and my partner touch that glass every week. O have no problem having a windsheild replaced it it is not repairable or if a replacment would be more cost effective.

No insurance work here. I have not found any truck or air craft wind screens that are insured for repair or replacment yet.

The safelite tech knows better then even comming around to my fleets unless I call him. He in turn has been known to help me out.

Folks its about to money to us. To the customer it ABOUT THE SERVICE. Any half retarted kid with 20 bucks can set up to make fast wind scgreen repairs.

Service is what you sell. Not repairs. If you offer chip repair. Folks like me that offer service. We will grind you down and out every time.

When I am at a job service site and the customer mentions a scratch on the paint. I know were to send them or how to fix it. If they have a load muffler, I send them to a good quality tech that offers service NOT MUFFLER work.

Some folks stay in the box. Others get out of the box. Folks like me. I make the box pack it up and send it out.

[splitpit]

Judging by your post, I'm not sure you understand what insurance steering is.

[daytrader]

Maxryde, I would contact the Washington Independent Glass Association to inform them of what happened as new legislation was passed this year about steering. Since this legislation passed I don't think I've had issues with Safelite. I NEVER let them talk to the customer before they have my shop phone # and let them know I am with the customer at time of call. Follow-up on this, I'll even help you do some of the leg work. You got my phone and email if necessary. Steve.

There is NOTHING wrong with steering. There really isn't. Connections are what makes our bread and butter.

I steer folks every day and will keep doing it.

Service is what we offer. You want your windsheild raplced I have a guy, Your house tuck pointed I have a guy, You trailer dragged for 400 miles I have a guy. I will keep steering to them because they steer to me.

Its called marketing. You spend 2 hours a day doing repairs and 8 hours a day marketing. We are lucky, we do not have to go "fill the funnel" any more. That is a nice thing. Been one year and we will do over 150k this year easy. We did that with UNDER 1 year last year,

I was at one time a marketing guy.

[daytrader]

Judging by your post, I'm not sure you understand what insurance steering is.

Sure I do. State Farm refers me fine to auto body claims.

I also understand that they have CONTRACTS. Something many techs seem to not know about.

I will not have a peice of glass touched till I have the payment confimered.

When I was a lock smith the insurance carriers would suggest and dispatch a "approved in service" provider. By the time they showed up. The client was gone and so was I.

Nice thing about lock smithing. Its regulated in Illinois.

Its called networking. You have to do that to make real money. Insurance is in the biz of making money. That is why they are in biz. It cost cover retention. They play the spread. Like MOST of you should. The spread is were the money is made.

This glass repair gig. Any half retarted kid can do it. No real regulation. Many around here do not even carry liability insurance.

I stay with the fleets that want 1 million in liability and full workers comp. Dose me fine.