Archive for category AGRR
Two of the most respected people in the auto glass repair and replacement (AGRR) industry are Dave Taylor and Cindy Rowe-Taylor who together built Cindy Rowe Auto Glass into the dominant AGRR company in much of Pennsylvania and Maryland. They retired to Florida a few years ago and spend much of their time cycling the world and enjoying their lives.
At Auto Glass Week™ 2013 that was held in Tampa, Florida last month Rich Campfield, president of the National Windshield Repair Association (NWRA), presented Dave Taylor with a new industry award named in his honor. As a founding member of the NWRA, Dave was a force in helping to mold the organization. Cindy was in the audience during the opening ceremony where Dave was presented with the inaugural award.
While at the Auto Glass Week™ Conference I had the chance to talk with both Dave and Cindy and they agreed to an interview.
DR First, thanks to you Cindy and Dave for taking the time to talk with me today. Special congratulations to you Dave for receiving the NWRA award that was named in your honor. I can’t think of anyone more deserving to be recognized for the work you have done to bring windshield repairs to consumers.
My first question is how do you both like retirement versus the daily challenge of being in the AGRR business?
DT Retirement is terrific. As many folks know, we are avid bicyclists and living in The Villages in Florida is a bicyclists dream come true. We would have retired sooner if we had known had much fun and satisfaction retirement life had to offer.
CR-T Retirement has been an easy transition and so enjoyable. It is not sitting on the couch eating bon-bons, but having a very busy schedule and having such fun being busy.
DR It sounds like you’re both making the most out of retirement. Cindy, what year was it and what was it that drew you to the AGRR industry that caused you to open the first Cindy Rowe Auto Glass store?
CR-T I was a registered nurse for 13 years and decided I wanted to be my own boss. That was when I became aware of the windshield repair (WSR) possibility in my area. In 1979 I started out with my repair kit in the trunk of my Vega, seeing dealers and fleets, where the volume was. No sales experience ever. I loved it from the start. I am the WSR pioneer in the Harrisburg, PA, and surrounding areas. Dave joined me in 1986, working mobile WSR for one year; it was after that year that we bought our first glass shop. We kept on both technicians and learned about replacement.
DR Dave, what was it that you found attractive (besides Cindy) to the industry?
DT Self employment is the short answer. After a 25 year career in department store retailing I wanted to be independent of the corporate world. Joining Cindy’s business was the logical next step. Being able to work together added icing to the cake.
DR What was it Dave that made you such an early and strong supporter of repairs versus replacements?
DT Cindy founded the business as a windshield repair-only business before we had even met. Eventually we expanded from repair to full service. Unfortunately for the consumer, and perhaps fortunately for us, 25 years ago most glass companies were focused on replacement. They probably felt it was best for their glass company. Solid business management practices made repair profitable for us and a well executed repair program gave us a significant and profitable competitive advantage. Providing customers with their best solution to an auto glass problem, be it repair or replacement, was our primary business strategy.
DR This question is for both of you. What can you tell the readers of this blog made the biggest difference in the growth and sustainability of Cindy Rowe Auto Glass over the years?
CR-T Staying ahead of the industry with their many changes, starting with the early 90’s and on. Customer service was not to be compromised and keeping valued employees. Early on, Dave and I decided that advertising heavily and educating the public would do well.
DT Consistently providing the best quality service to customers and aggressive brand building through media and public relations.
DR I know that in my own career finding the right mix of people made all the difference in my finding success that I’ve enjoyed. At Cindy Rowe how were you both able to always ensure that you surrounded yourself with the best people, that you got the best from them and what advice can you offer those in business today as to that importance?
DT Choose wisely, treat kindly.
CR-T Fairly early on, we decided to hire people “green” and train them, offer good benefits, keep them abreast of the industry and give some autonomy.
DR At Cindy Rowe you provided consumers in the Pennsylvania and Maryland markets you served with AGRR services, but you also offered paint-less dent repair. Would you suggest paint-less dent repair (PDR) as an additional product line that for those in business looking for additional revenue streams? And if not paint-less dent repair are there other products you think work well in today’s AGRR business?
DT PDR is a profitable but technically challenging service. While it worked for us, it has proved difficult for many AGR companies to integrate into their businesses. I like what I saw during Auto Glass Week’s joint event with the window film industry. We would have given window film a thorough evaluation.
DR Something that some may not have known about you Cindy is that you are a registered nurse and that you’ve donated your time and expertise to those in need while in business at Cindy Rowe Auto Glass and still to this day being retired in Florida. Were you a registered nurse when you first started Cindy Rowe Auto Glass?
CR-T Yes, for 13 years. In 2002 I took the “Refresher Course” for RN’s and have been volunteering since in an area where uninsured patients are treated. It is gratifying to be able to give back in some capacity.
DR What traits or experiences in your background Cindy gave you the ability to find such success in business?
CR-T I would guess perseverance, honesty, not afraid of working extra (lots of that for years), organization and time management skills.
DR Here is a question for you both. Using radio and/or television advertising was a way that you got your name out into the marketplace and helped establish and differentiate Cindy Rowe Auto Glass. It is expensive to advertise on radio and television. When you look back at the genesis of Cindy Rowe through the day you departed the business, what was it that caused you to make that decision to spend money on that form of advertising?
DT When we expanded from being a car dealer driven windshield repair only business to full service auto glass, we were the new kids on an already crowded block. Capturing the customer through the traditional referral routes would have taken a decade or more. So we went directly to the customer with Radio/TV and created an awareness and demand for our brand. When TPA’s began to capture significant market share, our brand building paid off handsomely. We were the only AGR company anyone in our markets had ever heard of and they asked for us. We never anticipated TPA’s when we began our brand building but brand building saved our skin when TPA’s took over most of the insurance business.
Radio/TV and now internet are the effective media tools to build your brand with the general public. To influence “choice” at TPAs we wanted to be top-of-the-mind before the customer calls the TPA. Branding is a prerequisite to being “chosen”. While media is expensive, aggressive purchasing strategies can help control the costs.
DR Here’s a non-industry question. You mentioned that you are avid cyclers. Can you tell me what countries you’ve cycled and as a follow-up what you’ve learned about yourselves in your cycling adventures?
CR-T Cycling helps keep one in good physical condition and it really is a focus issue while on the bike – lots of issues to watch out; cannot daydream.
DT United States, Canada, Bermuda, Denmark, Germany, Austria, Italy, France, Luxembourg, Slovenia, Hungary, Lichtenstein, South Africa and Switzerland.
DR One thing I’ve noticed is that you both smile quite a bit. Can you say you’re both happier now that you’ve left the industry? What is it you miss being in business?
DT Happier? YES! What I miss about the business is the daily challenge to effectively manage the unending stream of issues. In retirement I can choose easier and less stressful challenges.
CR-T I look at it as another chapter in life. I have always loved my work, but times change and I am now thoroughly enjoying retirement with Dave. One of the things I missed when we first left was seeing the people in the office. My people spoiled me and it did not go unnoticed by me!
DR My thanks to you both for taking the time to answer my all of my questions.
For those of you who haven’t had the opportunity to meet Dave and Cindy I can tell you from personal experience with them that they are good people. Truly fine people; who have effected and changed the lives of those that have come into contact with them over the years. Whether that interaction was in the business they operated together, the AGRR industry they both left their mark on or in their active community service over the years, both Cindy and Dave have given their time to those who sought them out or they felt needed their help.
The industry has been made better by their being a part of it and I hope that they continue to be active in helping to improve it in the future.
As we near the end of the first three quarters of 2013, it appears that we may have some wind at our back. There has been some slight improvement in a couple of the key drivers of the automotive glass repair and replacement (AGRR) industry. The key drivers of the AGRR industry are weather, the economy and miles driven.
The Old Farmer’s Almanac has been published since 1792 and is “North America’s most popular reference guide and oldest continuously published periodical”. Forecasting the weather is a specialty of the Almanac and the publication touts an 80% success rate at correctly forecasting winter weather. The Almanac recently published the weather maps for 2013 – 2014. The Almanac is forecasting the following weather for regions they report for this coming winter:
- The Northeast a winter milder in the North and colder in the South with slightly above average snow in the region;
- In the Atlantic Corridor a colder winter with snowfall above normal;
- The Appalachians will see a colder winter with snowfall near normal;
- The Southeastern United States will see colder weather and above normal snowfall;
- In the Lower Lakes temperatures will be slightly milder with below normal snowfall;
- In the Ohio Valley area winter will be colder, along with below normal snowfalls;
- The Upper Mid-West will be a mixed bag with a warmer winter in the eastern part and below normal in the western part of the area. Snowfall will be above normal;
- The Heartland will be colder than normal this winter and snowfall near normal;
- The rest of the country is expected to be colder than normal with average to above average snowfall;
All-in-all a mixed bag with the weather and I hope that wherever your business is located you’re benefited by a colder and snowier winter.
The economy is also a bit of a mixed bag. Positive news came from new car sales which can be an important factor in an improving AGRR industry. J.D. Powers detailed year-on-year improvement in new-vehicle sales in the United States by reporting in their August 2013: Monthly Automotive Sales Forecast that “August new-vehicle sales reached the highest level in seven years.” The report went on to state, “New-vehicle retail sales in August 2013 are projected to come in at 1,270,400 units, 12 percent increase from 2012”. That’s great news for the AGRR industry. J.D. Powers is predicting growing new-vehicle sales for the remainder of 2013 and well into 2014. Really great news for the AGRR industry!
CNNMoney reported this past week in an article titled, “Jobless claims fall to 7-year low, but…” the rate of unemployment showed signs of dropping which is great news, but is tempered with the suggestion that it’s a result of people continuing to drop out of the work force. There are “11.3 million Americans who remain unemployed” the article reported with “three unemployed people for every job opening”. As with the weather, unemployment figures vary by region so its how your local economy is doing is what could affect how good your business will be in the next year.
The price of oil and how oil prices effect gasoline prices is another key part of the equation for the AGRR industry. As reported by the United States Energy Information Administration in the “Gasoline and Diesel Fuel Update”, prices year-on-year through September 9, 2013 on regular gasoline show that prices are down $ 0.26. Lower gasoline prices are great for both the consumers we rely on for business and for all of those company vehicles providing mobile service. Hopefully the price of gasoline will stay low.
You can look at reports from the U.S. Department of Transportation – Federal Highway Administration (FHA) as positive or negative depending where you reside. The FHA showed in its June 2013 Travel Monitoring and Traffic Volume Report that year-on-year miles driven were relatively unchanged with a slight decline of 0.1% from June 2012. The news that miles driven is not showing growth wasn’t great news for the AGRR industry that thrives on vehicles out driving on roads, but staying level was better news than a drop.
So how are these three key drivers affecting your business and do you think the wind is at your back? Regardless of whether the wind is at your back or not, I think there is a fourth key driver to your business and it is the most important one for finding success in your business. That key driver is you. So how are you going to take advantage of the marketplace you compete? What is it you’re doing to make your business stand out among all those with whom you compete?
I’ve written in previous blogs “The Times They Are (Always) A-Changing” and “The Times They Are (Always) A-Changing – Part II” about the opportunities in the marketplace for AGRR companies. I strongly believe that there are opportunities for independents in our industry, but you’ve got to surround yourself with the best people and make sure that they are all committed to the goals and aspirations that you have for your business. If you haven’t got that you’re going to be struggling.
What else are you doing to separate yourself from your competitors? Look for ways to be successful and be relevant in your market so that you stand out. There is a recipe for success in your market and you’ve got to figure out what it’s going to take to make sure you find and keep being successful. It starts with you as you’re the key driver of your business.
If the three key drivers are beginning to turn to your favor and with the possibility of the wind at our backs, what is it you’re going to do in the next year to see that you not only survive, but thrive in the AGRR industry? It’s really up to you.
A couple of months ago I was looking at a web site TED.com. TED.com is operated by a non-profit group dedicated to bringing together leaders from technology, entertainment and design who are given the challenge to give “the talks of their lives” in 18 minutes or less at TED Conferences. If you visit the web site you’ll find a number of very interesting people talking about a wide variety of topics and most of them are passionate discussions of topics that are very important to each speaker. The organization also has events called TEDx (the x means an independently organized TED event) which brings the lofty goals of the international organization to locales across the United States and world to stimulate discussion on topics that have special meaning to the community. Through this site I found a T. Boone Pickens talk which he gave at his alma mater Oklahoma State University on December 3, 2012. The topic was what he called The Leadership Plan. In a 16 minute talk that was both humorous and serious, he laid out what he called his 10 Big Rules which really resonated with me. To me, these rules seem more like principles, but Mr. Pickens rules are pretty straightforward and are ones that anyone can and should follow. His 10 Big Rules:
1. Have a good work ethic
2. Make a plan
3. Look for big things
4. Take advice from smart people
5. Make your case in 3 minutes or less
6. Don’t be afraid to make a decision
7. Embrace change
8. Don’t cheat
9. Have patience
10. Be generous
In the case of T. Boone Pickens these were the rules that he started following while attending Oklahoma State University after a little prodding from his father. The fact that he figured out these rules at such a young age brought him the opportunity to have a wealth of experiences and at a young age monetary wealth as well. His first rule is that, regardless of your position in life, having a good work ethic is a key to having success. No one can disagree with that one. Mr. Pickens second rule is to make a plan. If you make a plan it will provide you a clear direction to head in achieving the goals you set for yourself. This rule should also give you a way to clearly measure how you’re working toward achieving your plan. When you look for big things you find will find ways to differentiate yourself from others and this should help you in finding success in anything you pursue.
Mr. Pickens fourth rule certainly has meaning to me – take advice from smart people. You can’t know everything so finding people who can help you achieve your plan is critical to finding success. I’ve always tried to surround myself with smart people who bring knowledge and experiences I don’t have. The next rule is that you need to be able to make your case in 3 minutes or less. This really speaks to having a clear understanding of your goals along with the key ingredients that will provide you with a recipe for success that you can easily communicate. Why is this important? In order to get those you want to join you in pursuit of your plan, you need to be able to persuade or influence them so being able to make your case will be critical to your success. Once you’ve got your team on board with your plan you also need to be able to clearly communicate to those who will be buying the product or service you’re offering. Rule five make your case in 3 minutes or less makes a lot of sense.
As a leader don’t be afraid to make a decision. You can get bogged down in the decision making process, but don’t. You obviously always try to make the best decisions you possibly can by analyzing all pertinent information and determining the best course of action. Then ou then deal with the consequences of the action that you take. Be fearless.
You also have to be able to embrace change. With Mr. Pickens’ rule number seven he’s telling us that everything around us is in constant change and you must willing to accept change if you want to find success in business. If you’re not open to trying new ways of doing things you are not going to be successful. You can’t fear change and you have to surround yourself with people who embrace change just as much as you do. Mr. Pickens says be a change advocate and that’s truly great advice.
His eighth rule – don’t cheat – doesn’t really need any explanation, but no success can truly be enjoyed if you cheat to achieve it. I’m sure you know people or companies who you feel have cheated and achieved success by doing so. It is certainly frustrating to watch others cheat and get away with it, but if you really want to be a leader Mr. Pickens advice is just don’t do it.
The ninth big rule is one of the most important rules. As a leader you have to have patience. You need to show patience with the people that work for you and you have to be patient as you put your plan into action. If you have faith in the direction you’re going you have to give your plan time to work. Mr. Pickens tells a story of a friend who told him, “Don’t rush the monkey and you’ll get a better show.” Be patient.
T. Boone Pickens tenth big rule of leadership is that you should always be generous with your time and treasure. His grandmother told him, “Don’t forget where you came from.”
The 10 Big Rules that Mr. Pickens detailed in his 16 minute talk are really great rules for anyone to follow in life or business. As I mentioned earlier, when I watched his talk at the Oklahoma State University Mr. Pickens 10 Big Rules really resonated with me. I’d like to think that I have followed his rules in my business career, but the only way to know for sure would be to ask those with whom I have had the privilege to have worked.
What do you think people would say about you if asked?