Blog About Repair

[SuperGlassDave]

I just read a blog on glassbytes by Neil Duffy about repair that was pretty troubling. When I first started reading it I felt a little offended but, by the time I finished it I had to agree with a large portion of it. Too many unqualified repairers learning the trade (or at least practicing it) on customer's vehicles. Not enough training and not enough attention to treating every repair like a major deal.
My first thoughts are that there are two answers to curing the subject of the blog; (1) a built in level of pride that causes a repairer to learn everything they can, implement all the best practices and tools and address every repair like it is going to hang in a museum with their name on it, or (2) have the income be great enough to warrent the above described effort.
Certainly there is a good amount of #1, people like Brian, the NWRA Olympic Medal Winner and others. But, too few manufacturers make training mandatory or give enough of it. And, there are too few places to learn how to better the craft.
Hopefully, there is an attainable answer in #2. Most people will do what it takes to protect a valuable investment and to further a great income. $100,000 a year is possible in most any market when the business is applied properly and with the long term success in mind more than the short term.
I thank Mr. Duffy for his observations and hope that anyone who reads it will take on a part of the responsibility of representing the windshield repair industry in a professional manner with the best practices applied. We are the ones that will make the biggest impact, those that train repairers and repair the glass. Be in uniform, wear gloves and eye protection, keep up to date with the best tools you can use, educate every customer as to the savings, safety and environmental benefits of repair. And, don't repair what shouldn't be repaired. - David Casey - SuperGlass Windshield Repair, Inc.

[Frank EU]

I noticed that blog too and I love your post, Dave. I do totally agree.

[SuperGlassDave]

Thanks Frank, great to hear/read from you
I know that you already understand this message. The perception from the customers will come directly from our behavior, our image and our results. We just need to help others to care as much about every repair.
Although I have some issues with the repair Olympics, it does cause the repairers to perform perfectly with the customer. The education and complete thoroughness of the customer interaction is as professional as any industry. And, that is attainable by everyone with a very small amount of effort and education.
I got some great service the other day and when I complimented the employee he told me, "I try to treat every customer like I would treat my mother." Awesome level of expectations but certainly will serve the customer as the first priority. Pass it on, eh?
Hope all is good with you Frank! Business is booming here - Come see us when you visit Disneyworld - David

[candyman]

I agree with you also. I always present a professional imiage. I wear a uniform. Explain the proceedure to the customer. Reassure them that I am here should something happen. I present them with my business card, phamplet on WSR and a Chip saver. I Thank them for their business and tell them I am available should they need me in the future. I am polite and I use the words yes Sir & Thank you. That goes a long way for future referrals. I plan to attend more annual events and seminars to keep a breast of any changes and new techniques. Thats just good business practice. Have a great weekend.

[screenman]

The big problem with the blog, as stated also by a very experienced guy on another WSR forum.

Replacement and repair are far better kept seperate, for one to succeed is at the detriment of the other. It is a completely different skill set and business, which as the other guy says is the reason windshield fitters do not get it.

Mr windshield fitter,when you do this job do you want to earn $50 or $200, that is sometimes the question they have to ask them self.

[julia001]

I like what you say Dave. I am talking from the other side of the table. Had the most horrible experience with repair once with one company. I can relate to what people are saying about company image & customer service.

[SuperGlassDave]

Thanks Julia, I'm glad you agree.
Although I think we have miles to go in reaching consistant high quality across the industry, the customer service and education play a big part as well.

Even the basics of ROLAGS could help. Explaining to your customer how the damage occured, what happened to the glass, what you are going to do to it, how long it will take you and what the expected results will be. Courtesy and professionalism will go a long way in helping the image of the Repair Specialist.

Technician in uniform with credible invoice and guarantee. Hopefully, taking the time to explain the benefits beyond saving money such as; saving the factory seal, keeping your OEM windshield, helping the environment by eliminating one more windshield from being manufactured. Also explaining how most replacement companies will use windshield repair as a side line or to attract replacements. Most Repair Specialists who focus on repair will do better repairs and be more versatile, repairing damages that replacement companies walk away from every day.

Pointing out that you are local, buy many of your supplies locally and spend your money and pay your taxes locally, is also a good point to introduce to your local customer.

Look at other companies that impress you with their image and professionalism and copy what they do best. Racetrack is a great example and there are many more. We can match the big, rich companies in courtesy, honesty and customer interaction. We can beat them in quality repairs and an honest "no bait and switch" service.

Let the motorist know that repair and replacement are not in the same realm. The tools, skills and training have little in common. Get the motorist seeing the two industries as different as a pizza parlor and a wedding cake bakery. Just because they have an oven......Just because it's a windshield.....

Let the big advertisors introduce repair then take the lead in showing the public where to get the job done right! - David Casey - SuperGlass Windshield Repair, Inc.

[julia001]

Hello again Dave.
Just like technical training, customer service training has a big role to play. It is a science if we look at it in the right light. Just as the patient feels good about the doctor explaining stuff before prescribing medication, it certainly will make a world of difference if I am explained about all those details about my windshield. Give me my money's worth is what I ask from them & that definitely includes good customer service.

[blind_squ]

These highminded goals are admirable but are few and far between in the REAL world. I appreciate the efforts of the NWRA and ROLAGS to create a standard but am not naive as to believe it could ever be really enforced. Why? Because the only folks that are in any position to affect change will not because of the incestuous nature of the biggest TPA being a division of one of the biggest manufacturers of replacement glass. I'm no expert on antitrust law but this stinks to high heaven. If you "follow the dollar" it's obvious they spend millions on lobbyists to insure that any legislation gets altered so as not to be adversely affected. Not to mention the current PR campaign going on in Arizona where they're spreading it around how "jobs will be lost and business hurt" should adverse legislation be allowed to pass as proposed.
Safelite/Belron has the power to bring about the needed improvements/changes you talk about here Dave, and perhaps I'm misguided but, my gut tells me things will remain status quo because the 800# gorilla ain't gonna allow no changes.
One of the things that really gets my goat is how they promote this new advanced resin tested by a lab they control and won't release any technical info about. There might be 7 or 8 complete idiots that don't see through that.

[SuperGlassDave]

But, it is actually so easy. Just start using ROLAGS and it will become habit. It's easy to look pro, it's easy to perform pro and it's easy to exceed customer's expectations. If we all do it every day, with every repair, it will make an impact.

Make the point with every customer and in all your promotion two things; (1) You are a repair specialist, it's not a sideline for you. You will do a better job than most of the replacement people and you will do more complicated jobs that replacement companies won't even attempt. (2) You are a local, family owned business, the backbone of the American economy. Supporting your business helps support the community that you spend your money in, buy your materials in and pay your taxes in. You don't have your materials shipped in from Columbus, OH.

Many industries favor the artisan over the production version. Many people will make their choice based on the highest quality, if they know that there is a difference. Everyone isn't stupid out there, once they learn the alternatives to the big machine, they will stick with it and spread the word as well.

Some day, every call will be for repair first before considering a replacement. We just have to keep educating the public and commercial customers to the facts.
That is, if the facts are that you do a better repair, offer better service and do promote the well being of your community.