Safelite Steering

[dingmedic]

Has anyone filed suit or has contacts for safelite and their UN-ETHICAL steering.:icon_twis I had a client today and told her we can do the windshield work and her ding(we do it all) at the same time. She was happy. I explnd her ins might cvr the w/s and she was really happy(let them know she had an appt)....15min ltr I get a call another company will do it ASAP...duh I would be their in 20 if need be...oh no Safelite says blablabla. I am Piss**. I WILL NEVER TELL ANYONE ABOUT INS. Sorry

[maxryde]

Heh, I get the steering effort from them more often than not. I usually have the repair in progress during processing a claim. I also prep the customer for the language used during the steering effort (ins claim processing) via LYNX/safewhatever, today I got a new one. CSR says(on speaker phone) What is the shop ph#? response xxx-yyyy. CSR say bla bla bla @ 432 N. whatsit street in bla town? Customer says "yes" CSR says "I have to read you this script as that shop is not on the list." So my question is what? Are there two list's. One with the contact info and another with your shops info? You know the shop that has a new hack every 6 mos because they only get HALF of the money? Safe? I think not. while I have met some of their techs and they were able to do a fair job, they need to turn alot of repairs to get lucky enough to feed their familys, which in the end causes them to, 1 abandon the effort in the persuit of a job, (gainfull employment. or 2. speed up the process so as to actually make a buck and stay with it. JMO, Scott

Now you want to talk about the quality of their glass? POS, is my opinion, I took two rock shots on the way to take my son to school TODAY. Factory ford ws, no chips. Had it been a crin or sgc the shield would need repaired or be history now. Safe = lack of quality, self respect, concern for the public/customer. If you buy their products you are makeing a huge mistake!!!

[SGT]

If it is a SGC network referral usually you wont have to worry about steering since they are calling you to do the job. More than likely the repair is somewhere far. At least that is what we have found in are area which is usually not worth the trip.

Lynx has been pretty good to me. Of course they always could send more our way, but it is gravy money so...

I honestly can't recall a steering issue since I swallowed the cool aid from Lynx(most of our insurance work) and SGC has been minimal with the steering.

As Maxryde said, I also get the repair in progress first to avoid the steering potential. But before I even get that far First I always try to sell the repair as a cash job and offer insurance option if they are wiggling to get the repair done or ask for it.

[dingmedic]

Well I guess my BAD!!! I told the cust to call her ins so she had no out of pocket! I new it was progressive and have had no other problems with them until NOW. Cash from now on , they bill the ins . Dawn

[SGT]

Dawn,

Do not be hasty as you might loose a potential customers. We provide both options with an effort towards cash. That being said in the end the customer has the final choice. You will have to feel each customer out. Play the game to your advantage but don't loose a sale.

[Clarity Glass]

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.

[Clarity Glass]

Dingmedic, frustrating as it may have been, consider it a lesson learned. I contact the insurance when the customer is with me. If the customer insists they call their insurance first, I inform them that their call will in most cases be answered by Safelite who does the paperwork for their provider. I inform the customer to specify my shop for the repair work. I let the customer know that Safelite may still offer them 3 shop choices of which the first will be Safelite. The customer dictates who works on their windshield. Sell "Quality repairs", Sell "Personal Customer Service", and finally Sell "Your Guarantee". You may not see all the customers come back, but many will if you educate and inform them. They will see you know your stuff and have their best interest in mind. Don't give up on the insurance work!

[mrchip]

your post was good clarity but I have also been burned by safelite(scum of the industry)..even with all you have said they will still intimidate customers with " they are not an approved shop"..or "we can't gaurentee their work"...it scares the customer into using their "approved"shop..I had a go around with the man in charge but to no avail....so you guys are right on by first trying for cash first or calling when you are at jobsite and have started repair..just my thoughts....by the way Lynx has been great..no problems

[GlassStarz]

Some folks want to cut off thier leg when a toe hurts so they say "im done with telling people about insurance" its not hard to figure Safelite also owns a fleet of Windshield replacement and repair vehicles they have negociated a nationwide agreement to handle the claims as well so when you call one in they try to do the work themselves just normal buisness. It Sux for the little guy but that is how it is and instead of getting all negative and sueing them which wont get you anything but more pissed off learn to control the customer Salesmanship is all important.
It is easy to get around dont make the call till you get there and are on the glass if the customer asks about it when they call you simply tell them you will take care of everything because dealing with insurance companies is a pain and you can streamline it. 80% wont call a couple will still but so be it then when you arive make the call after you get set up if they call and get the we can do it line they will have to say "the guys working on it now" Or use a billing company like ACT who will control the conversation just put the customer on the phone and start the repair I havnt lost an insurance job in years I learned to control the customer and lead them where I want them to go
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

[splitpit]

Don't get your panties in a wad over it. It happens every so often and there's nothing you can do about it. It's just a small part of doing business as a network member shop so don't throw out the gravy because of it.