Archive for category Tools
You may have seen statistics recently relating to the increase in miles driven in July 2014 versus July 2013. Seemingly great news for any business in the retail automotive repair industry as miles driven is one of the key drivers that affect the industry and any increase is a positive indicator. As shown on the United States Department of Transportation Federal Highway Administration web site,
“Travel on all roads and streets changed by 1.5% (4.0 billion vehicle miles) for July 2014 as compared with July 2013.”
o Estimated Vehicle-Miles of Travel by Region – July 2014 – (in Billions)
o Change in Traffic as compared to same month last year.
Great news it would seem. The governmental web site further shows that,
“Cumulative Travel for 2014 changed by 0.6% (10.1 billion vehicle miles).
That sounds like continued improvement and more great news for the industry, but perhaps not…..
In the Thursday, September 18, 2014 edition of the USAToday™ a small graph was shown in the USA SNAPSHOTS® section on the front page with the header “USA’s driving stalled” (click link). According to Advisor Perspectives, the organization that provided the information shown on the graph, miles driven in the United States:
“Adjusted for population growth, January to June miles driven this year are down 8.5% since 2007 peak”
Down 8.5%! That certainly isn’t great news for automotive retailers. You can read the article titled “Vehicle Miles Driven: A Structural Change in Our Driving Behavior“, that was written by Doug Short for Advisor Perspectives that was the source of the information on the declining number in its entirety by following this link (click here). The article takes an in-depth look at how miles driven are being affected by gasoline prices, changes in driving behavior, the effects of an aging population, unemployment trends and changes in the ways we interact with one another due to ever changing improvements in communication technologies.
Miles driven, along with weather and the economy are the three key drivers for the automotive retail industry. How have these three key drivers been affecting your business? Based on Mr. Short’s perspective on miles driven, automotive retailers will have to rely on improvements in the economy and favorable weather to offset a real decrease in miles driven to help drive growth. You’re going to need to take greater advantage of your push and pull marketing strategy to attract customers.
If you have a desire to continue to grow your business (and who wouldn’t) into the future; it would seem advisable to work hard on ways to differentiate and separate yourself from your competitors. The decline in the miles driven has certainly had an effect on volumes to date and will unquestionably continue to influence the automotive retail industry going forward. With declining miles driven the opportunities for replacing or repairing damaged auto glass, for collision repairs, for tire replacements, oil changes, etc. will also obviously continue to decline. It’s critical for smaller retailers to find new ways to attract customers just as the large market leaders aggressively pursue those same customers with name brand awareness campaigns. Now is not the time for complacency.
Courtesy of TomFishburne.com
I read an article relating to the Novus Super Session at the organization’s Annual Franchise Conference held last week in Tucson. A representative from one of the networks that operate in the automotive glass repair and replacement (AGRR) industry in the United States attended the conference and discussed industry related issues and ideas. One of the issues discussed related to the responses to survey questions that the network had asked of some number of in-network shops that either are:
- required to bill through the network for the insurance or fleet work that these shops do for an insurance company that utilizes this network as an administrator or
- shops that are asked by the network to do work on the behalf of the network for an insurance company or fleet account that the network either can’t or doesn’t want their own company owned technicians to do for some reason.
The survey question that the representative said received the most comments related to unlicensed and/or unregistered AGRR shops. The network representative reported that when the survey responders were asked if they would support the regulation of auto glass shops in their states a resounding 74.2% responded with a yes. I think the question relating to regulation of auto glass shops an interesting one and I support the regulation of auto glass shops that do replacements.
When you consider all of the various “services” that are regulated by states, it is inconceivable to me that auto glass replacements (and other automotive repairers) are not. I looked on the web site of the Illinois Department of Financial & Professional Regulation (IDFPR) that oversees and licenses those considered “professionals” by the State of Illinois. There are 237 professions that are regulated by the IDFPR starting first with those who provide “Acupuncture” services. That seems like a profession that should be regulated. If you’re going to have someone perform acupuncture on you, would you want just anyone off the street be allowed to stick needles in you? Probably not. The listing ends with “Veterinary Technician”. The professional listings include some in the medical profession, but not every specialty is listed so if you add every regulated and/or licensed professional’s in the medical field to the list on the web site would be much longer. How does the state you live regulate those they consider professionals? Do you have 237 different professions regulated and/or licensed by your state?
I think it’s interesting that some of the professions that are regulated and/or licensed by the State of Illinois include:
Real Estate Appraiser Athlete Agent
Cemetery Customer Service Employee Community Association Manager
Detection of Deception Trainee Nail Technician
Shorthand Reporter Timeshare Resale Agent
Understanding that a few of the professions on the truncated list above taken from the IDFPR web site could, for instance, certainly cost you money if you had a bad appraisal via a Real Estate Appraiser, but in all likelihood none of these licensed and/or regulated professions are going to put your life at risk. A faulty windshield installation, on the other hand, could cost you and/or passengers riding in your vehicle serious injury or in a worst case scenario a life.
If you visit the AutoGlassSafetyCouncil.com or SafeWindshields.com site you’ll find a variety of information regarding the importance of windshields in auto glass safety. A question on the SafeWindshield.com site asks:
The windshield provides a significant amount of strength to the structural support in the cabin of the vehicle. For instance, in a front end collision the windshield provides up to 45% of the structural integrity of the cabin of the vehicle and in a rollover, up to 60%.
There should be no dispute regarding the importance of a windshield in ensuring the safety of auto and truck passengers, asking that those who install your windshield to be licensed and/or regulated doesn’t seem unreasonable to me? If in the State of Illinois the state government feels that there is sufficient need to regulate and/or license Nail Technicians, Athletic Agents or Shorthand Reporters, wouldn’t you think that the same state legislature would take a look at various automotive repairs that if not done properly, could cost someone a serious injury or death?
The network representative at the Novus meeting was quoted as saying that for those that the network surveyed:
“By far, the largest problem was unlicensed/unregistered shops.”
You can certainly downplay the network that provided the survey results when asking the question “What was the largest problem in the AGRR industry?” (some might suggest the right answer to the question is the network providing the information is actually the largest problem in the AGRR industry), but is it time to consider the licensing and regulation of the AGRR industry considering the importance of the windshield to occupant safety? Perhaps that licensing or regulation could include adherence and verification of replacements to the Auto Glass Replacement Safety Standard®. That might be an unpopular position for some, but would it be so bad? As auto glass professionals what are we afraid of?
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?
Today I’m talking with Eric Asbery, President of , an undisputed premier provider of innovative for the auto glass repair and replacement (AGRR) industry in the world. The company was founded by Eric’s father in 1987. Ray unexpectedly passed away last September 27th at the age of 67.
Over the years Equalizer has received many awards, including several “Best of Show” awards. Company executives have also received a variety of industry awards including Eric’s being recognized in 2007 by the (NGA) with its prestigious NGA “10 Under 40” award; in 2005, Equalizer Vice President of Sales, Gilbert Gutierrez was awarded the prestigious Len Stolk Award” and Ray was honored by being awarded in 2004 the “Carl Joliff Award” by the , in 1994 the NGA’s “Professional of the Year” and in 1992 Inc. Magazine’s “Entrepreneur of the Year” award. In fact, Auto Glass Week 2012 will be dedicated to Ray’s legacy.
Equalizer is headquartered in Round Rock, Texas which is about 15 miles north of the Texas state capitol of Austin.
DR: Thank you very much for taking the time to answer some questions Eric. I’m a big fan of Equalizer and I only wished that the tools that your company has developed and brought to the market over the past 25 years would have been available when I first started as an auto glass installer 40 years ago.
Eric Asbery: I hear that very often. As I was growing up, my Dad was transitioning from being an auto glass technician to a manager over several locations. I can remember him always talking about how there were no specific tools that technicians could use and that the taking glass out of automobiles was getting harder.
DR: I know that your father got his start in the AGRR industry with U.S. Auto Glass. How did long did he work for Joe Kellman and what were his responsibilities while at U.S. Auto Glass?
Eric Asbery: Actually, Dad got his start in AGRR as an installer in Louisville, Kentucky in the early 1960’s. He was hired in 1985 by Joe Kellman to manage the Austin, Texas market for U.S. Auto Glass. He worked there until late 1987.
DR: What was the impetus for Ray to start the company and how was he able to envision the tools he developed over the years?
Eric Asbery: Early in 1987, Dad and his technicians encountered the problematic 1986 Ford Taurus. It was a radical new design and the lower part of the windshield was attached by a thick, heavy bead of urethane that was nearly impossible to use conventional tools to remove it without breaking the windshield further. Many technicians were so frustrated by it that they resorted to just breaking it out with a hammer. One Saturday morning, after several of these tough jobs had come through his shop, Dad woke up with the design for the original Equalizer tool in his head. He went to work that Monday with the first Equalizer after building it over the weekend in our garage.
Dad was always inventing. He was a working man that really enjoyed working with his hands. He was always trying to improve upon any working situation he encountered. He listened to those around him, when they encountered a problem with their daily work; he always tried to make their job easier. Whether it was a tool or technique, it was very enjoyable for him to make work more productive for everyone.
DR: Equalizer is known for its products all over the world. How did that happen and what are you planning to maintain and grow that presence, especially beyond North America?
Eric Asbery: In the early days of Equalizer, we received a lot of attention on a worldwide scale. Every trade show we exhibited at or magazine we advertised in, people who did auto glass anywhere in the world were drawn to us because we were producing tools that hadn’t existed before. The timing was right and we knew it. We were fulfilling a need, right when it was needed the most. We simply focused on providing great customer service and the world came to us.
We now have over 100 different distributors worldwide; we are constantly traveling, researching current automotive glass installation trends and training the appropriate people necessary to satisfy the needs of technicians everywhere. As the global economy allows, we are always in search of new areas to market and support our products.
DR: Equalizer has always been known as the dominant company for auto glass replacement tools. Do you plan to do the same for repair?
Eric Asbery: The auto glass repair market is something we have always invested in. There are several great repair systems out there and we have carried several of them over the past several years. If our coverage of this market is consistent, then there is a chance we can become the dominant supplier. However, our primary goal is to ensure that any product we offer gives the auto glass technician the best opportunity to do their job effectively and easily.
DR: Many people are always looking forward to the new Equalizer catalog. In the last several years, you also established a great presence on the internet. Do your customers still like to look through a paper catalog or is there a shift to see the products through electronic media?
Eric Asbery: We have found that even though there is an ever-growing part of the industry that is becoming electronically inclined, most people still like to “flip through pages” of our catalog and that will be the direction we will continue to go until we sense that a major shift to electronic media is on the horizon. We think our catalog will continue to stay in printed form for quite some time but we always alternately develop and make available electronic versions of our promotional or marketing materials.
DR: When did you join Equalizer and what areas of the company were you responsible? How did your responsibilities grow over the years?
Eric Asbery: I have been at Equalizer since day one. My role at Equalizer, until 2005, had been directly related to developing Equalizer’s brand, image and marketing presence. In 2005, Dad (then 61) and I began work on my transitioning to the daily management of Equalizer. We both considered that transition complete in late 2010. Although Dad had never had any definitive plans for retirement, we all figured he’d work at Equalizer into his 80‘s. In retrospect, I am very relieved we had this foresight.
DR: I know that many of the tools that Equalizer has developed over the years have unquestionably helped reduce countless injuries of auto glass technicians. The number of cuts, lacerations, back and neck strains requiring visits to hospital emergency rooms has had to have gone down by those using your tools and products. I know many companies supply auto glass technicians with Equalizer tools just for that reason. Hopefully this question doesn’t make you feel uncomfortable, but do you hear from those who buy and use your tool thanking you for how Equalizer tools make it easier for them to do their jobs?
Eric Asbery: It is a very humbling experience to hear from someone who has benefited greatly from something you created for them. We receive feedback from hundreds of technicians each year thanking us for offering these products to them. My favorite memories from over the years have been when a technician has walked up to my Dad or any of us working at a trade show or open house and proceeded to tell a “before and after” story about our one of our tools and how it has greatly impacted their life in a positive way. It is truly the best part of my job.
DR: When new car models come out each year they often have auto glass parts factory-installed in ways that many responsible for replacing those parts feel were designed by diabolical design engineers who seem to try to cause problems. How quickly do you start looking for replacement solutions for those parts that could cause difficulties?
Eric Asbery: We have a network of “Equalizer Inventors” who are mostly auto glass technicians who have worked with us to design or create products over the years that we sell and/or produce for them. These technicians will encounter new design problems during their job on a daily basis and within a very short time they inform us of it. In many cases, they will offer a potential solution based on their experience and that’s what gets the ball rolling to create a product that will simplify the experience.
DR: With the sudden great loss of your company’s leader, mentor, friend and your father, what plans do you have in the future to continue to grow the business and provide the AGRR industry with leading edge and innovative products in your leadership role?
Eric Asbery: Since the beginning of our company, our focus has been to serve the needs of auto glass technicians everywhere. We developed relationships and processes to ensure we have been on the leading edge of technology for this industry. Nothing has changed or will change in this area. This is why Dad founded this company, this is our purpose.
We are always on the lookout for the next big thing, the next viable trend. Be it a tool, a process or just an idea or concept. We will travel, learn, adapt and teach. We will continue to gain from the experience of technicians in the smallest auto glass shop to the biggest national chain. We will always listen, respond and provide the best products available. This is what we do.
Thank you very much for spending the time to answer my questions Eric. You have a great company and I wish you continued great success. You and your team have provided the AGRR industry with amazing products. I know that many join me in anticipation of the next great product that you develop to further improve the installation process as well as the safety of technicians around the world. Thank you for all you and your company do.