Newbie Pep Talk

[paintlessplus]

There are many issues related to this unique business that newbies and possibly experienced WSR techs struggle with from time to time. I'll try to address a few that I feel I have conquered.

Myth # 1 ..... I really have a hard time charging alot of money for a repair, especially since it's so easy and costs me very little in time and money.

Ask yourself what you are providing - Mobile service/ Gas/ Travel time/ Knowledge/ Training/ Experience/ Specialized equiptment/ Actual time spent on repairs/ Ability to assist the customer in reporting,processing and verification of insurance glass claims/ A guarantee. It all adds up to value.

Myth # 2 ..... All I do is inject a little resin in a chip, when I'm done, it's still kinda noticable. I'm not sure that I'm living up to my customers expectations.

The number one goal of WSR is to save a customers windshield. Cosmetic appearence is SECONDARY. If the repair was done properly and completely filled, with the moisture removed, it is now stable. Your job is "WELL DONE" A tell- tail scar or skeleton most often exists in every repair when under very close scrutiny....IMO anyone who claims otherwise is either lying or needs an eye exam.

Myth # 3 .....I've seen some chips that were never repaired and they lasted for years without spreading. Am I really pushing a service of any value????

I tell my customers that they will only see the value after a chip is NOT REPAIRED and the windshield cracks out. Its a gamble. WSR is a form of preventative maintenance, just like changing the oil in your car. An absolute fact is that most crack outs start as small repairable chips.

Myth # 4 .....I struggle with the issue of providing "no cost" insurance repairs. I'd feel personally responsible if their insurance rates went up as a result of me talking them into a $50.00 repair.

The windshield is damaged. It is broken. TELL THEM THE TRUTH. You gotta be blunt, it MAY or may NOT progress to a crack out if left unrepaired. You are there right now, as a service, to provide him with an option. If the customer has concerns, try to get his agent on the phone. Most agents will try to coax the insured into a repair and provide personal assurance to your customer.

Myth # 5 .....I feel like an un-welcomed pesky solicitor when I cold call or spot a chip and approach a customer. It's like I'm begging for work.

YOU ARE NOT BEGGING FOR WORK. YOU ARE NOT SCAMMING A CUSTOMER. You are providing a potentially valuable service to a customer who is in genuine need of it!!! You will realize this on your first successful cold call. Do a good job on your repair and thank them when you leave. The customer will almost always say...."Oh no......THANK YOU....I'm glad you stopped by"

You are a professional WSR business person.HOLD YOUR HEAD HIGH.

Bob @ Paintless Plus

[repare-brise]

Bravo Bob

may I add Myth # 6 The market is alrady saturated with wsr techs. I some area's there are a lot of WSR techs, but unfortunatly some are not the best that they can be, and they will be weeded out by natural selection. When you provide a valuable, tangable, proffesional service, you will succeed. If you know you are the best, you will transmit this confidence(but beware of arrogence)to your customers. In my home town of 70000 people, there are 7 glass shops that do repair, plus many small garages that have WS repair kits, I still get more work than I can handle, evewn thought the glass shops all give free repairs to dealers and fleets(even free mobile service). The dealers and fleets will sometimes give into the impulse of something for free, but they will ALWAYS return to paying me $40+ for repairs. They soon realize that free crpa is still crap, they get what they pay for.

Merci

[reggie]

Well said guys,, thanks..

[maxryde]

Good post Bob!! I really like your take on sales myths.

We also have glass co's giving free (crap) repairs in this area Yvan. I tell the folks at the dealers I service that the repairs need done NOW not next week or month when the repacement guys show up after the thing has cracked or sales were lost due to customer not wanting to buy a vehicle that needs repair. I then talk about the repair quality that is performed by the folks who do a few repairs per month and will benefit if they crack out during, or following repair. Where as we offer a lifetime guarantee! It takes time to turn the folks here around, they have become accustomed to doing business that way, but we keep talking with the dealers that I service and sloooooowly we turn them around, IE. free samples for quality comparison etc... If you could see the repair work the local glass guys are doing, it suprises me that the folks were ever ok with their results!! They sometimes don't even scrape the pit filler off and most aren't filled properly! It's a joke!! The area I live in is kinda back woods and fiercly loyal. I'm counting on the latter, when we get accts, we keep them!!! Getting accts is the difficult part even though we are allready there doing another service. (I'm a vinyl repair tech since 1982 in a new area for the last year and a half and building!!!.)
Have a great day, Scott

[tooldini]

Nice info guys. I have been kinda slack on my business and really really new. I just recently started doing some jobs and have had great results. I have just signed up with Lynx Services and wondered if I should get any work referred from them. My auto insurance company says that is the way I will get work. There are about 10 glass companies in my area most are not mobile and do primarely replacements. I needed to read this to help get me motivated again. I don't work a reagular job anymore so there is no excuse now LOL.. Thanks guys

Jeff

[magicogar]

I would say myth #1 is very true. I was thinking the same way of how much we charged until I realized how much the mechanics charge for a simple install or how an IT consultant charges at least $80/hour for their service.

[hidesertguy]

I would have to agree with all those myths, especially number 1. Where I live there are people charging 19.95 for repairs but I still charge my $50 plus and customers are very pleased because I do quality work. Don't be afraid to charge what your worth.

[cazador]

Good pep talk , Bob , special for those guys having no confidence in themself and/or no sales experience . With good workmanship and the two previous mentioned ones , the sky is the limit.

[SGT]

:eusa_clap :eusa_clap :eusa_clap :eusa_clap Well thought out and posted fantastically.